Do you want to increase your confidence in building the right solutions in the right way?
Hi there, my name is Tom. I help facilitate tech companies in building knowledge and confidence to discover and deliver the right solutions in the right way.
Service Design Consultant, Tom Pelzer
Do you need:
To discover opportunities and deliver solutions that drive desired business objectives and product outcomes?
Help with facilitating your teams in building knowledge and confidence to build the right solutions in the right way?
Help with coaching and facilitating individuals and teams in becoming more customer- and user-centric?
To better understand and connect with your customers and users through generative and/or evaluative interviewing?
Help with mapping out your customer’s journey with your organization and offering over time, across departments, channels, and touch points?
Insights into improvement potential for your product and/or service offering?
User experience design as a part of feature development supporting user interface sketches, user flows, prototyping, and testing?
Common scenarios where I deliver successful projects
Setting, clarifying and communicating desired business objectives and product/service outcomes.
Customer and user research activities in order to discover opportunities (e.g. needs, pains, desires) that drive desired business objectives and product outcomes. This can be done by generative or evaluative interviews with customers and users, but also with internal teams and stakeholders.
Coaching and facilitating individuals and teams in becoming more customer- and user-centric. Connecting different roles within an organization (in project/product/transformation teams) and helping them see and understand how their work impacts the customer and user experience.
Collaborating with product/tech teams during feature development and ensuring design solutions are valuable, usable, feasible, and viable. I contribute specifically with user interface sketches, user flows, prototypes, and setting up learning activities to make informed decisions. Facilitating to externalize team thinking and activities help in getting everyone on the same page. The key is to keep the desired outcome in mind, compare and contrast solutions, and to learn from experiments that test these solutions.
Mapping out customer journey(s) in order to identify and remove obstacles during the development of products and/or services. This involves setting up, conducting, and analyzing conversations with customers, users, and internal teams and stakeholders. Journeys - and pure data in general - on their own don’t necessarily bring value, so it’s important to go a step further and extract insights and connect it with the objectives we set out at the start.
Setting up OKRs (Objectives and Key Results) with outcome-driven companies and teams that connect with business goals and North Star metrics. This is by no means an easy feat and its success heavily depends on the companies true pursuit of putting outcomes over outputs. It often takes a number of steps to move from being output- to outcome-centric. Once set up though, it will mean more autonomy for teams to do their work and less time spent on “ceremonies”.
Preparing, facilitating, and analyzing workshop-type engagements, where there is a specific topic set by the client. These workshops can be on the topic of conducting and analyzing customer/user interviews, customer journey mapping (e.g. a customer’s journey over time with your products and services), service blueprinting (similar to a customer journey but including how internal teams and departments operate in this journey). Workshops can be an ideal - and time/price constrained - way for me to engage with teams.
Why hire Tom as a Service Design consultant?
I have 15+ years of combined international design experience, including Service Design, UX Design, and Industrial Design in a wide range of industries and clients. In the last 9 years I’ve been working exclusively as a Service and UX Designer.
I love working at the intersection of business, technology, and design. Design solutions are not “my baby”. They are a team effort and depend on the successful collaboration with business and technology.
I’m culture-sensitive and adept, having worked with teams in Europe (Sweden, The Netherlands, Spain, Denmark), North America (Mexico, USA), and Asia-Pacific (Japan, Australia).
I'm a good communicator, reliable, autonomous, pragmatic and happy to project manage myself and/or a wider team.
I enjoy continuous learning and I’m always up for a challenge.
People whom I’ve worked with say I’m very easy to work with and make things happen.
Having successfully worked remotely for multiple clients and based in Gothenburg, Sweden.
Ready to start a project together or learn more?
Please fill out the form below to get things started. I’ll reply as soon as I can!
Clients I’ve worked with
What people say about working with me.
Inga Kiskyte (Chief Service Designer, Volvo Construction Equipment)
“Tom is a progressive thinker, going well beyond conventional solutions. I had an opportunity to learn how Tom’s competence spans across digital products, service interactions, and organisational infrastructures, always looking at the totality of the user experience.
Allen Smith (Director Digital Experience Design, Electrolux)
“Tom is ridiculously easy to collaborate with, and an effective negotiator of the entire UX design process. He has the competence, experience, and temperament for leading complex, strategically important design initiatives.
Niklas Nauber (Full Stack Developer, Nauber Tech AB)
"Tom fully knows his domain, both technically and from an organizational perspective. He brings to the table a great solution-driven attitude, and his decisiveness makes things happen. Tom is positive and has a great sense of humour!
Alberto Villarreal (Senior Manager - Industrial Design, Tonal)
“… A skilled designer, Tom always shows great attitude towards new challenges and managed positively the ever-changing demands of a flexible and agile small team, being able to switch to different projects and activities. He is diligent and proactive.
Jeroen Snoeck (Director Connected Site & Machine Services, Volvo Construction Equipment)
“[…] Tom Pelzer has successful led the customer journey and need collection in the area of site and fleet management services. The customer intelligence data the project generated supported us in our investment decisions for future services.
Daniel Solving (Head of brand, design & experience - HiQ)
“The workshop was a well prepared and performed to get all participants on the same level. It was challenging with many people not so familiar with the topic and thinking creatively, but Tom got everyone to speak up by an alone together approach.”
Let’s start working together!
Your search for a reliable Service Design consultant is over! Head back up to the form, fill me in on your project and let's get started today.