Better decisions start with better questions.
Hi, I’m Ece.
UX researcher and service designer, based in Berlin.
I help teams understand the people who use their service, and the people who deliver it.
Available for freelance projects
What I bring
I look at the frontstage and the backstage together.
I research how people use a product or service, and how the people who deliver it work. Then I turn what I find into clear maps, insights and next steps.
01
Users and teams
An experience only works when it works for the people delivering it too. I research the frontstage and the backstage together.
02
Objects, spaces and screens
My industrial design roots mean I see physical spaces, objects and digital touchpoints as one experience, not separate channels.
03
Built to be used
Whatever a team builds, or already has, should be useful, actually used and worth the time, money and energy behind it.
Selected work
Why do experiences break down, and for whom?
01 · Retail service study · Customers and staff
Both Sides of the Counter
Two years inside a souvenir shop at one of Berlin’s main landmarks, seen through a service designer’s eyes.
02 · Social connection in ageing · From product to system
Ginkgo
The brief asked for a product. The research changed the question.
03 · Sustainable mobility · UX research
Night Trains
What would make travellers choose a night train over a flight?
04 · Emotional safety for solo travellers · Service concept
Pana
For many first-time solo travellers, deciding to go is harder than planning where to go.
05 · Master’s thesis · Emotion AI and employee experience
Emotional Sustainability at Work
Can technology support wellbeing at work without compromising dignity, autonomy and trust?
Services
What I offer
Every project starts with a free 30-minute call. Choose one service, or combine them.
01
Understand your customers
For when you’re not sure why people leave, complain or don’t come back.
You get: clear insights on what’s going wrong, for whom, and what to fix first.
02
Map the experience
For when customers and staff both struggle, but no one sees the whole picture.
You get: customer and employee journey maps showing where the experience breaks down.
03
Connect frontstage and backstage
For when the problem sits in how teams and processes work behind the service.
You get: a service blueprint and a workshop with your team, with a prioritised list of changes.
04
Quick experience check
For when you have a website, app or space and want a fresh pair of eyes.
You get: a short list of issues and easy wins, seen from your customer’s side.