About Verena Mayer
Profile
Verena is passionate about... service design thinking, cultural change, organisational change, service strategies and metrics
I work at the intersection of service design, behaviour and operational systems, focusing on how services perform across end-to-end processes in complex organisational environments.
My main interest lies in understanding how decisions, structures and interactions shape real-world outcomes, particularly where multiple roles, systems and constraints intersect.
Rather than optimising isolated touchpoints, I focus on services as interconnected systems of behaviour and coordination, and how their intended design translates into actual operational reality.
I focus on making visible how services perform in practice – especially where there is a gap between intended design and real-world execution.
To me, service design means...
I approach service design as a practice of working with complexity in organisations and making it actionable. I focus on how services are actively designed through the interactions of systems, people, constraints, and decisions, and how this can be understood to identify meaningful leverage points – areas where small changes can have disproportionate impact on outcomes. In complex organisational environments, service design is concerned with how value is created and delivered in practice, and whether this translates into experiences that are meaningful, understandable, and supportive for both users and the people operating within these systems.
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