WorkPlayExperience

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 co-authored "This is Service Design Doing" with Marc Stickdorn and Jakob Schneider for O'Reilly publishing.

Leadership

Associates

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 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 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 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 wrote the book "Using Improv to Save the World (and me)", 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 OBE

Lauren Currie has been designing systems and services for over 10 years, and is now MD of change experts NOBL in London. She co-founded an award winning service design agency Snook and then went on to design one of the world’s first MA’s in Experience Design.

Lauren’s drive comes from her belief in people and her unwavering determination that things can be better. She was awarded OBE for services to design and diversity, was named a “woman changing the world under 30” by ELLE and “one of the UK’s top business women under 35” by Management Today.  

Lauren is a graduate of MIT’s Entrepreneurial Development programme and her side project #upfront is changing confidence around the world.

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