DAS UX COLLECTIVE
Experience Strategie und Design Agentur
You’re looking for someone that understands the relationship between companies & their customers?
UX Design
Service Design
Digital Strategy
Marketing Strategy
Customer Experience Strategy
This is me
Over the years, at IDEO, Publicis Sapient, and Publicis Emil and with a Master in Business and Design, I have perfected the knowledge to apply design thinking and human-centered design methodologies to the complex ambiguous corporate problems.
Skills
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UX Design and Strategy
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Digital and Experience Strategy
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Design Thinking
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Customer and Market Research
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Business Strategy and Development
Industry Experience:
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Automotive
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Finance
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Energy and Utilities
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B2B Fashion
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FMCG
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Technology
This is what my colleagues say
I worked with Patrick on a few occasions and have enjoyed his insatiable appetite to turn messy challenges into clear directions, carefully considering all forces at play, to then disrupt with a curveball idea. He is lightning fast to understand, and comfortable to liaise even with the more difficult stakeholders - me, for one.
Tom P. Schaafs
Group Creative Director Experience
Publicis Sapient
Patrick has internalized what strategy should be all about: understanding people, businesses and contexts and reducing complexity to the point, where clients and colleagues can make better decisions. Patrick is always a pioneer in applying new ways of working, evaluating and applying new tactics and methodologies to not only achieve better outcomes but also bring people on board and align their thinking. I can warmly recommend Patrick as a consultant, an inspirator, problem-solver and trainer for complex strategic challenges that need tangible and sustainable solutions.
Florian Gäng
Experience Strategy Lead Germany & Switzerland
Publicis Sapient
The task was to establish a holistic approach regarding the consumer experience across the various department. I developed a KPI framework to measure customer experience and guidelines for any project to follow a customer experience approach. Furthermore, I evaluated interactive customer journey tools to be used by different departments.
Car Manufacturer in Germany
Experience Strategy
We started the project analyzing the customer experience. My role as lead strategist was to run the kickoff workshop, design and run a stakeholder mapping workshop, define and ran stakeholder interviews and shadow external sales and installation partners. The first phase ended with an opportunity mapping and ideation workshop, which we designed and I ran as lead facilitator. In the second phase, I lead the service design for the “Zwei-Stufen Vertriebsprozess” towards a fine concept. In the process, we had to develop a thorough business case, define new roles and responsibilities, reshape internal and external processes, design new sales checklists, contracts and call center guidelines, validate everything with the legal department, prepare external training, reshape consumer communication and define requirements for the supporting IT infrastructure.
Solar Energy in Germany
Service Design
In the discovery phase, I supported the team with Customer Interviews in Switzerland, a competitor analysis and a heuristic evaluation of the website to support the UX and design team with the website relaunch.
As strategy director in region overseas, I am responsible to guide our 27 markets. This includes:
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Developing a consistent sprint approach towards Customer-led Marketing and video training for all markets
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Establishing a central knowledge platform for the ongoing communication exchange with markets
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Hosting a recurring best practice sharing event across 6 time zones with over 90 participants
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Establishing a Marketing KPI Dashboard for the region with the data team
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Supporting with the integration of the media agency especially for the sprint approach and Customer-led Marketing process, as well as the Marketing KPI Framework
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Agency presentation to C-Level clients (i.e.: Daimler CMO and Global Sales)
Furthermore, I support the global team to establish new ways of working:
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Setting up project scoping templates
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Establishing a central knowledge platform and guidance for efficient file sharing
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Driving towards more efficient internal communication, collaboration and ways of working
Publicis Emil for Daimler
Digital & Marketing Strategy
Financial Services in Switzerland
User Research
B2B in outdoor fashion in Germany
Design Thinking
We defined the experience strategy shifting the brand towards a customer brand. This included developing a customer journey, personas, mapping opportunities and creating ideas as well as an experience ecosystem. This all came together in our experience strategy. My task was to develop the journey, personas and create a 2-day workshop for the global marketing team from all different departments. In conjunction with the customer journey, I developed the experience ecosystem to map out all relevant channels for the relationship with the customer.
FMCG in Germany
Business Development
My task was to think about the global brand website as individual packages according to country needs. Each with individual benefits, yet combined, creating great synergies for the countries. I defined approx. 7-10 website packages, ranging from a basic mobile first website to loyalty programs and packages for consumer interaction, promotions, and user insights. Together with the IT colleagues, I defined the features of each package. I developed a TOM (Target Operational Model) for the overall website package.
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