WorkPlayExperience is a service innovation and customer experience consultancy which is known for:

_an emphasis on the whole business picture, harmonising backstage and frontstage,
_fast, empathic, and easy-to-understand innovation and implementation methods chosen from theater,
_a high-energy approach, exemplified in the Global Jams we have initiated.

We are European-based but operate worldwide. Our customers include E.ON, Siemens, EY, Basler Insurance, BASF, the retail arm of Deutsche Telekom, Swisscom, Cognizant in India, Thailand's Centre of Design and Creativity, and the Federal Government of Australia. We are proud to work with the Design Thinkers' Academy. 

Our two founding partners and one of our associates hold adjunct professorships at IE Business School, home one of the world's best MBA programmes and a world leading Executive Education provider. We also teach or have taught at the University of Kuopio, the Architecture University of Oslo (AHO), the Management Centre Innsbruck, the London Business School, the FAU Erlangen-Nürnberg and other design and management universities. 

We are the initiators of the Global Service Jam, Global Sustainability Jam and Global GovJam, and our Partners are currently co-authoring "This is Service Design Doing" with Marc Stickdorn and Jakob Schneider for O'Reilly publishing.

 

Leadership

Markus Edgar Hormeß

Markus Edgar Hormeß

Markus Edgar Hormeß

Markus Edgar Hormeß is a service innovator and organisational consultant from Germany.  For years, the qualified scientist and accomplished musician has worked in telecommunication, engineering, banking and IT fields, helping companies to improve complex services and to make them more customer friendly. 

Markus is co-founder of WorkPlayExperience, and co-initiator of the Global Service Jam - the world’s biggest ever service design event (so far).

Twitter: @markusedgar
LinkedIn: Markus Edgar Hormeß

 

 

Adam StJohn Lawrence

Adam StJohn Lawrence

Adam StJohn Lawrence

Adam Lawrence is a customer experience consultant, comedian and actor with a background in psychology and the global automotive industry.  For years he has been using expertise gained in the world of theater, film, stand-up comedy and storytelling to help organisations influence and impress their customers and partners. 

Adam is co-founder of WorkPlayExperience, and co-initiator of the Global Service Jam - the world’s biggest ever service design event (so far).

Twitter: @adamstjohn
LinkedIn: Adam StJohn Lawrence

 


Associates

Marc Stickdorn

Marc Stickdorn

Marc Stickdorn

 

Marc Stickdorn is a lecturer and consultant for service design thinking from Germany.

He is editor and co-author of the seminal book "This is Service Design Thinking" and developed service innovation tools like the Customer Journey Canvas, ExperienceFellow or Smaply.

Besides his activities with WorkPlayExperience, Marc advises organisations worldwide, guest lectures at various top level universities and learning providers, and is the co-founder of both Smaply (smart service mapping) and ExperienceFellow (a mobile ethnography platform). He is also an expert on tourism services.

Anna-Lena Kühner

Anna-Lena Kühner

Anna-Lena Kühner

 

Anna-Lena Kühner is a professional theater director and customer experience facilitator who has been working with Adam and Markus for several years.   

As an empathic, lively expert on interactive environments and investigative rehearsal practices, she uses her skilled eye for subtext and timing to help shape customer experiences that match the tone and requirements of any service situation.  

When she's not cooperating with WorkPlayExperience, Anna-Lena can be found managing festivals and directing - or occasionally acting - in first class theaters throughout Germany.

Renatus Hoogenraad

Renatus Hoogenraad

Renatus Hoogenraad

Renatus Hoogenraad has performed around the world as an improviser, and directed theater productions throughout Europe. Today, he works with executives, human resources and trainers at global companies developing communication skills and shaping team effectiveness. Renatus is passionate about what he does and in his limited spare time is the European Coordinator for the ‘Applied Improvisation Network’.

Renatus is fluent in English, French and Dutch and studied Business Administration and Arts.  He’s spent over 20 years leading and coaching, drawing on organizational, improvisational and positive psychology perspectives. 

 


Belina Raffy

Belina Raffy

Belina Raffy

 

Belina Raffy is a global consultant, speaker, and capacity builder with expertise on collaborative change, navigating uncertainty and business culture transformation.

A world authority on Applied Improvisation, she is currently writing a book "Using Improv to Save the World", on her round-the-world odyssey delivering projects in 12 countries in 3.5 months.

Belina consults, facilitates and speaks inspiringly to social entrepreneurs, blue chip companies, not-for-profits, consultants, facilitators, organisational-development professionals, sustainability groups, the public, MBA students, MSc Design students and many others.  

Lauren Currie

Lauren Currie

Lauren Currie

 

Lauren Currie is a designer and doer who works with people, teams and organisations all over the world helping them be better.  She is a catalyst, educator, and starter who turns ideas into reality, making masses believe in change, and building networks around problems.

This year ELLE featured Lauren as one of 30 women under 30 changing the world. 

Lauren is the co-founder of award winning service design agency Snook. She spent 2015 designing and launching a new MA in Digital Experience Design at Hyper Island. In the past she has worked for DesignThinkers, Deutsche Telekom and Future Gov. 

Sandra Engelhardt

Sandra Engelhardt

Sandra Engelhardt

 

Sandra Engelhardt is a consultant and coach for strategic brand themes.

She develops compelling and coherent concepts  for global and national brands in sectors like automotive, communication, social, fashion or the music industry. 

Sandra is also a social entrepreneur and has started many successful projects in areas like urban development, innovative education, the culture industry and inclusion.


Partners

CLIC is a think tank in the field of managing innovation in enterprises and markets. In doing so the CLIC pools the experience and expertise of a strong international network consisting of institutions and experts in the branch of innovations research.  

CLIC is a think tank in the field of managing innovation in enterprises and markets. In doing so the CLIC pools the experience and expertise of a strong international network consisting of institutions and experts in the branch of innovations research.

 

Together with Fab Lab Region Nürnberg WorkPlayExperience tries to push the boundaries of fast prototyping in the context of innovation jams as well as creating new cutting edge platforms for corporate education.

Together with Fab Lab Region Nürnberg WorkPlayExperience tries to push the boundaries of fast prototyping in the context of innovation jams as well as creating new cutting edge platforms for corporate education.

smaply is created by This is Service Design Thinking editors Marc Stickdorn and Jakob Schneider. smaply delivers a software solution to map stakeholders, service systems and service processes. It allows to quickly digitalize and visualize workshop outcomes in a clear, easy to use format and work in project teams independent of location.

smaply is created by This is Service Design Thinking editors Marc Stickdorn and Jakob Schneider. smaply delivers a software solution to map stakeholders, service systems and service processes. It allows to quickly digitalize and visualize workshop outcomes in a clear, easy to use format and work in project teams independent of location.

WorkPlayExperience cooperates with Service Factory Nuremberg (Fraunhofer workgroup SCS) to push service excellence in the Nuremberg Metropolic region. From curating and running Service innovation talks to collaborating for the new innovation outlet Josephs - the Service Manufactory.

WorkPlayExperience cooperates with Service Factory Nuremberg (Fraunhofer workgroup SCS) to push service excellence in the Nuremberg Metropolic region. From curating and running Service innovation talks to collaborating for the new innovation outlet Josephs - the Service Manufactory.