Fraunhofer Institute for Industrial Engineering IAO
Fraunhofer Institute for Industrial Engineering IAO

ServLab

Develop and design new and innovative services

Acting out service scenarios in the ServLab

Researchers use the ServLab to develop and test out new service concepts. In the process, they employ innovative ‘service theater’ methods that allow them to shape customer-employee communications in a targeted way.

Acting out service scenarios in the ServLab

Researchers use the ServLab to develop and test out new service concepts. In the process, they employ innovative ‘service theater’ methods that allow them to shape customer-employee communications in a targeted way.

Developing new services in the ServLab

In the ServLab, ideas for new services become a reality. Customers and employees are closely involved in discussing and implementing these ideas.

Direct gathering of customer feedback in the ServLab

If new services do not meet customers’ needs, they will inevitably be a commercial failure. The ServLab provides numerous opportunities for gathering direct feedback from customers so as to ensure that services are developed successfully.

Using virtual reality to design services

A modern virtual reality projection system is part of the technical infrastructure of the ServLab. This makes it possible to visualize ideas for services at an early stage, and also to communicate these ideas better to customers, employees and management.

Looking at services through different eyes

In the ServLab, researchers can simulate new services and see things from different angles. Using virtual reality, even details can be visualized and then systematically developed in close cooperation with customers and employees.

The feedback system in the ServLab

The ServLab provides numerous opportunities for gathering direct feedback from customers so as to effectively support the development of new services.

ServLab: a platform for testing new servcice concepts

 It is a matter of fact that companies rarely develop their new services in a systematic way and new concepts are not tested adequately. The result is that particularly cost-intensive improvement measures become necessary afterwards.

The Fraunhofer Institute for Industrial Engineering and its partners have therefore bundled their knowledge and experience into a unique »laboratory«. The ServLab offers solutions for various important objectives and tasks in the field of service, thereby facilitating an integrated analysis of people, technology and organization as well as the customer focus.

As a holistic platform, the ServLab is not only used to develop and design new and innovative services, but also offers a wide range of modern methods, techniques and technologies for testing, modelling and simulating these services in a realistic context. New services can, for instance, be visualized and tested using virtual reality, work organization measures and innovative interaction concepts can be developed as prototypes and learning enviroments can be created for company staff.