ABSTRACT
Back in 2012, Marianna and Julia had the chance to work together at Volkswagen Group Research as part of a young team with mixed professional backgrounds (business, service design, UX). Bringing a fresh mindset to the company culture, they started to run projects with the aim of testing new off ers around the core business and challenging the existing product-development processes. They used a co-creation approach to involve colleagues from diff erent departments during the early stages of their projects and highlighted the importance of receiving customer feedback throughout the design process. They tried to adapt Service Design Tools to the everyday practices of VW Financial Services, IT and Marketing, and came up with hybrid methods that might sound familiar to those speaking diff erent languages inside the company.
