--- title: "Service Design Agency Copenhagen — Blackbook" description: "From customer journey to service blueprint. Blackbook designs services that hold together across touchpoints, systems and channels. Let's talk about yours." canonical_url: https://www.blackbook.dk/en/services/service-design/ md_url: https://www.blackbook.dk/en/services/service-design/index.md language: en last_updated: 2026-09-07 --- # Service Design Agency Copenhagen — Blackbook From customer journey to service blueprint. Blackbook designs services that hold together across touchpoints, systems and channels. Let's talk about yours. > Alternate (Danish): https://www.blackbook.dk/services/service-design/index.md > Provider: Blackbook — founded by Jeppe Sloth Carlsen (https://www.blackbook.dk/en/about/) > Provider ID: https://www.blackbook.dk/#organization > Founder ID: https://www.blackbook.dk/#person-jeppe > Topics: Service design agency, Service design, User journeys, Service blueprints > Part of: Blackbook — digital design agency, Copenhagen (https://www.blackbook.dk/en/) > LLM reference: https://www.blackbook.dk/llms.txt > Full reference: https://www.blackbook.dk/llms-full.txt > Markdown sitemap: https://www.blackbook.dk/sitemap.md > Preferred citation URL: https://www.blackbook.dk/en/services/service-design/ ## Services — Service Design Services that hold together across touchpoints Blackbook designs services that hold together from the user's first touchpoint to the last. We map the customer journey, find where the experience breaks, and build solutions that improve the entire flow – not just the screens the user sees. AI is part of our research and analysis – from automated pattern recognition in user data to faster synthesis of qualitative insights. ## The invisible is what matters most ### Service design connecting user, business and technology Most service problems are invisible to the people designing the screens. An onboarding that feels heavy is rarely a UI issue – it's a back-end flow that requires too many steps, involves too many systems, or asks questions the user can't answer yet. We work in that layer. Service blueprints and journey maps make the invisible processes visible – so we can fix the real problem, not just the most obvious one. ## From insight to action Service design is not a report that ends in a drawer. We deliver concrete recommendations tied to touchpoints, systems and organisational decisions – and prototypes that can be tested before they're built. We combine qualitative user research with quantitative data and business context, so the recommendations hold up in reality – not just in the workshop. **What we deliver:** Service blueprints · Customer journey maps · Touchpoint analyses · User research · Workshops & co-creation · Service concepts & prototypes · Organisational design ## For organisations that want to understand their users We do our best work with fintech, healthcare, public digital services and B2B platforms – organisations where the customer journey crosses departments, systems and channels, and where better service doesn't just make users happy but reduces costs. If you have a service to rethink or a customer journey to understand, [let's talk about your project](https://www.blackbook.dk/en/contact/). ## Selected cases Great services aren't noticed, they just work. Coherent service journeys designed for banks, payment platforms, and pharma companies, where many systems have to align behind one simple experience. ### White-label Fintech Platform — Danske Bank - Designed a white-label version of Zenegy Financial Suite for Danske Bank's business customers – fully branded and scalable expense management. [Danske Bank — White-Label Solution](https://www.blackbook.dk/en/portfolio/danske-bank/) ### Pharma App for iOS and Android — Ferring Picoprep - Designed a native iOS and Android app for Ferring – treatment guide with nutrition info, medication schedule and push notifications for colonoscopy prep. [FERRING — Pharma app](https://www.blackbook.dk/en/portfolio/ferring/) ### Gamified product launch campaign — American Spirit - Gamified internal campaign for JTI's American Spirit launch in 7/11 – app with quizzes, videos and a competition for store staff to win a trip to Santa Fe. [American Spirit — Launch at 7/11](https://www.blackbook.dk/en/portfolio/jti/) ### Buy Local web portal and UX — MobilePay - UX and design of web portal for the Buy Local campaign by Marketsquare and MobilePay. Find offers, events and shops in your city at prisdinby.dk. [MobilePay — køb lokalt](https://www.blackbook.dk/en/portfolio/saet-pris-paa-din-by-koeb-lokalt/) ### UX and design of fintech platform — Zenegy Framework - As Head of UX, UI & Design at Zenegy, I led UX strategy, design system, white-label framework and design teams across three countries. [Zenegy - Framework — Design UI / UX](https://www.blackbook.dk/en/portfolio/zenegy-framework/) ### Responsive site and design guidelines — Coverwise - Designed a responsive website and simple checkout flow for Coverwise's Danish travel insurance launch. [Coverwise — eCommerce](https://www.blackbook.dk/en/portfolio/coverwise/) ### WordPress site and brand identity — Marketsquare - Designed a responsive WordPress site for advertising agency Marketsquare using "design in browser" – landing pages, banners and SEO for Markedsføring.dk. [Marketsquare — Webdesign](https://www.blackbook.dk/en/portfolio/marketsquare/) ### eDetailer and risk calculator — Bayer Xarelto - Designed iPad-based eDetailers and personalised portals with risk calculators for iOS and Android for Bayer's blockbuster product Xarelto. [Xarelto — Global web portal](https://www.blackbook.dk/en/portfolio/bayer-healthcare/) ### Configurator UI/UX — Unidrain Modul 1100 - Designed the UI for Unidrain's Modul 1100 configurator – used by architects to visualise and calculate wet environments and generate order lists. [UNIDRAIN — Servicedesign](https://www.blackbook.dk/en/portfolio/unidrain-modul-1100-konfiguratoren/) ### CLM Platform UX Redesign — Agnitio iPlanner - Redesigned Agnitio's CLM platform with calendar, Near Me lookup, dashboard and iTunes-inspired coverflow for eDetailers. [Agnitio - iPlanner — Closed loop marketing](https://www.blackbook.dk/en/portfolio/iplanner/) ### Analytics tool for pharma — Agnitio iStats - Designed the user interface and icon font for Agnitio's analytics software, helping pharma teams track eDetailer performance, sales and representatives. [Agnitio - iStats — Closed loop marketing](https://www.blackbook.dk/en/portfolio/agnitio-istats/) ### Fertility clinic learning tool — Merck Serono - Designed an interactive online visualisation tool for training physicians and nurses at fertility clinics for Merck Serono. [Merck Serono — eLearning](https://www.blackbook.dk/en/portfolio/merck-serono/) ### Interactive shop facade in HD — Studievalg - Designed and developed an interactive touch facade application in full HD for Studievalg on Købmagergade. [Studievalg — Interactive Storefront](https://www.blackbook.dk/en/portfolio/studievalg/) ### Banking UX & Landing Page Design — Nets & Ekspres Bank - Banking UX and landing page design for Ekspres Bank and Nets: loan calculator with instant monthly payment and self-service Betalingsservice entry. [Customer onboarding — Landing page / Cover page](https://www.blackbook.dk/en/portfolio/customer-onboarding-banking/) ### Convention Toolbox iPad Software — Bayer - UX and design of iPad software for Bayer Healthcare – ePanels, HTML5 presentations and iPads at exhibition stands, plus Buzzer quizzes at congresses. [Convention Toolbox — Servicedesign](https://www.blackbook.dk/en/portfolio/bayer/) ### UX & Web Design for School Library System — Dantek - Designed web portals and UX for Dantek BiblioMatik – online library solution for primary school learning centres. [Dantek — Library Solutions](https://www.blackbook.dk/en/portfolio/dantek/) ## Related services ### UX Agency & Product Design Copenhagen — Blackbook - From user research and UX to a finished design system. Blackbook runs product design end to end – research, flows, UI and testing. [UX & Product Design](https://www.blackbook.dk/en/services/ux-product-design/) ### UX Research & Strategy Copenhagen — Blackbook - From user research to scoping. Blackbook delivers research and strategy that gives projects the right foundation from the start. [Research & Scoping](https://www.blackbook.dk/en/services/research-strategy/) ### App Design for iOS & Android — Blackbook - From idea to App Store. Blackbook designs customer-facing apps for iOS, Android and web – AI-driven features and flows for daily use. [Apps](https://www.blackbook.dk/en/services/apps/) ### Web Portal Design & UX — Blackbook - From login environments to self-service. Blackbook designs web portals where structure carries the complexity. [Web Portals](https://www.blackbook.dk/en/services/web-portals/) ### Design Systems for Digital Products — Blackbook - From components and tokens to documentation. Blackbook builds design systems that keep products consistent at scale. [Design Systems](https://www.blackbook.dk/en/services/design-systems/) ### E-learning & Digital Courses — Blackbook - From course modules to interactive exercises. Blackbook designs e-learning people complete – not just click through. [eLearning](https://www.blackbook.dk/en/services/e-learning/) ### Information Architecture Agency Copenhagen — Blackbook - Blackbook puts content in order – information architecture and navigation where users find what they came for. [Information Architecture](https://www.blackbook.dk/en/services/information-architecture/) ## About Blackbook Blackbook is a Copenhagen digital agency blending creativity and technology across UX, branding, websites and eCommerce. Areas of expertise: - [Apps & Products](https://www.blackbook.dk/en/area/apps-products/index.md) - [Brand & Campaigns](https://www.blackbook.dk/en/area/brand-campaigns/index.md) - [Websites & eCommerce](https://www.blackbook.dk/en/area/websites-ecommerce/index.md) Key figures: - 250+ Digital projects - 150+ Clients - 15+ Fortune 500 - 5+ Top 100 Brands - 25+ Years experience ## Site [Home](https://www.blackbook.dk/en/index.md) [Portfolio](https://www.blackbook.dk/en/portfolio/index.md) [About](https://www.blackbook.dk/en/about/index.md) [Services](https://www.blackbook.dk/en/services/index.md) [Experience](https://www.blackbook.dk/en/experience/index.md) [Recognition](https://www.blackbook.dk/en/awards/index.md) [Contact](https://www.blackbook.dk/en/contact/index.md) [CV](https://www.blackbook.dk/en/cv/index.md) [Journal](https://www.blackbook.dk/en/journal/index.md) Blackbook · Jerichausgade 7 · 1777 Copenhagen · (+45) 31 10 79 13 · [jeppe@blackbook.dk](mailto:jeppe@blackbook.dk)