User-Centric Mobility for Road, Rail and Air
Video Transcript
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User-Centric Mobility for Road, Rail and Air
We translate vehicles, fleets, fares and vehicle data into digital products that travelers grasp instantly, that ease the load on crews and control rooms and that scale across markets.
Impact Along the Journey
All 3
German automotive groups have trusted us for years
#1
positions for our apps in Mobility & Aviation
700+
public transport displays in new information design
Our Services for Mobility & Travel
Ownership is becoming usage, sales are becoming operations - We work where that shift meets Humans: In the vehicle, on the platform, in retail and in the control room.
Journey
A journey spans many providers, we design it end-to-end: From interchange and rebooking to accessibility under the European Accessibility Act.
Retail
Whether direct sales, marketplace or AI agent: We design configuration, financing and closing so every touchpoint carries the right experience.
Utilization
We develop subscription and pooling models that bring utilization, pricing logic and trust back together. Since shared mobility is growing while fleets shrink.
Charging
Charging decides everyday usability. We make planning, pricing, payment and depot control reliable and usable for B2C customers and B2B fleets.
Data
The EU Data Act opens up vehicle and operational data. We turn it into digital services that people understand and providers want to use.
Autonomy
We test the handovers between human and system, from the control room to the first ride without a driver. Driverless never means unsupervised.
Recent achievements:
How consistent CX created Europe's Best Airline App
For Eurowings, customer experience became a way of working before any product was rethought: research at the gate, journey mapping, co-creation and a fixed testing rhythm with real users. Within 8 months this produced a relaunch awarded Europe's best airline app and the most customer-friendly solution in the industry. Eurowings Digital grew with us on exactly the same foundation:
• CX operating model instead of a one-off project
• From low satisfaction to industry winner
• Disruption designed as a moment of trust
• New digital unit built on UCD principles
When Sales Models change, the Journey has to hold
When manufacturers rebuild their sales model, everything depends on cadence. At BMW Group and Mercedes-Benz, we made sure program goals turned into measurable metrics and that customer experience was steered continuously instead of reviewed at the end. Build, measure, learn loops and enablement formats continued to be successfully implemented in the AI-native SAFe following the handover:
• 20 workstreams, around 30 markets
• Business goals translated into key metrics
• CX & UX metrics anchored per workstream
• Community of Agile Coaches established
A Vision for European Logistics that led to Unicorn Status
For sennder, scattered ideas became a five-year vision: Portfolio architecture, UX strategy and a phased roadmap, developed with C-level and product leads. It became tangible through prototyped experiences for drivers and dispatch, fewer empty miles and scaled electric drivetrains. The vision carried a Series D round of 160 million euros and the path to Unicorn Status:
• What-if workshops with the C-level
• Portfolio architecture instead of idea lists
• Real prototypes for drivers and dispatch
• Vision in video format for investors
From Marketplace to Companion for Car Ownership & Mobility
Over 70 digital products grown over time, with heavy waste across user groups and in development: For mobile.de, Germany's largest vehicle marketplace, we restructured the portfolio around a user-centered value proposition, moving from the moment of purchase to the full lifecycle. The Mobility Companion became the promise the strategy is still measured against today:
• Value Proposition instead of feature list
• Customer Car Lifecycle as steering logic
• Continuous A/B testing as Innovation Lab
• App Product Vision for all Business Units
“Vehicle data is open now. The advantage goes to whoever turns it into services people actually want to use.”
Maik Fahldieck
CEO, Taikonauten
Video Transcript
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