Using service design to develop 


ExperienceFellow comes from the people behind the business bestseller “This is Service Design Thinking” with 80,000+ copies sold worldwide in seven languages. We promised an app when we launched the book back in 2010, now we develop service design software for folks who want to design services and physical or digital products with their customers at the center.

In projects all over the world, we discovered that teams working in service design (or design thinking, experience design, ux, cx, etc.) often struggle with similar issues: How can I gain customer feedback which is less affected by memory bias? How can I interact with customers while they are reporting on their live experiences? How can I get information on customer journeys with limited time and budget?

At More Than Metrics, we help private and public organizations successfully do service design (or however you call what you are doing) by …

  • … developing software to efficiently research customer experiences using mobile ethnography (ExperienceFellow).
  • … developing software to use basic service design tools such as personas, (customer) journey maps, and stakeholder maps (Smaply).
  • … offering free templates as well as ready-to-use template packs and other workshop materials (MrThinkr).
  • … providing hands-on tutorials how to use these tools in real projects.
Packshot of the book This is Service Design Thinking

Our team

Meet the nice people behind ExperienceFellow

Photo of Marc Stickdorn
Marc Stickdorn
Co-founder and CEO
Photo of Jakob Schneider
Jakob Schneider
Co-founder and CCO
Photo of Klaus Schwarzenberger
Klaus Schwarzenberger
Co-founder and CTO
Photo of Andreas
Andreas Seelos
Contract Management

Photo of Antonia
Antonia Cramer

Photo of Birgit Bosio
Dr. Birgit Bosio
Research & Education
Photo of Carmen
Carmen Walser
Accounting & Controlling
Photo of Ephraim
Ephraim Westenberger
QA Engineer
Photo of Hardy Titz
Hardy Titz
Key Account Manager
Photo of Isi
Isabel Grillmayr
Photo of Jakob
Jakob Fankhauser
QA Engineer
Photo of Jakub
Jakub Ráček
Backend Developer
Photo of Katharina Rainer
Katharina Rainer
Marketing & PR
Photo of Laura Vidal
Laura Vidal
UI Designer
Photo of Lucía
Lucía Joglar
Graphic Design
Photo of Marius
Marius Buivydas
Frontend Developer
Photo of Markus
Markus Nölle
Backend Development
Photo of Melina
Melina Savvidis
Photo of Michael Steingress
Michael Steingress (“Steini”)
Business Development & Sales
Photo of Nicole
Nicole Broeckling
Service Design & 
Customer Success
Photo of Tobias van Treeck
Tobias van Treeck
Software Developer
Photo of Zsófia
Zsófia Szatmári-Margitai
Service Design &
Customer Success


Feel free to use these resources in any publication or presentation. We are happy to answer further media inquiries quickly and directly:

Press Releases

October 2016

[German] More than Metrics gets investment by Hermann Hauser

More than Metrics and its two products ExperienceFellow and Smaply get an investment by tech-pioneer Hermann Hauser.

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Press release Q1/01 2016

The year of 2015 was a rather eventful one for the young Austrian start-up ExperienceFellow. Based on former research achievements at the MCI Management Center Innsbruck, the academic spin-off under the lead of Marc Stickdorn and Jakob Schneider has developed an app which allows customers to evaluate brands, products and services.

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ExperienceFellow – Research customer experience

A blurb text on ExperienceFellow and mobile Ethnography. Content: The increasing importance of customer experience for business, the trend towards qualitative research, the innovative approach of mobile ethnography, a summary of both smartphone apps and web-based software of ExperienceFellow, and a summary of the company ExperienceFellow GmbH (765 words).

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MARCH 2015

[German] Kundenerlebnisse wissenschaftlich analysieren

Pressemeldung (6.3.2015): Management Center Innsbruck (MCI) und mohemian ventures investieren in Innsbrucker Startup ExperienceFellow. Im Rahmen einer Unternehemensbeteiligung investieren das Management Center Innsbruck (MCI) und die mohemian ventures ( in das junge Innsbrucker Startup ExperienceFellow.

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