BVG: Nutzerzentrierung als Brücke zwischen Sound und Service

Ann-Christin Ahrens

Keynote (DE)

The BVG case demonstrates how sound and voice can be intentionally designed to guide orientation, break down barriers, and accompany passengers across the city. What emerged is an audio branding that goes far beyond pure aesthetics: it makes everyday life more accessible, more intuitive, and more tangible. This mindset now shapes further projects as well—for example, the evolution of BVG’s customer service, where service design helps to radically reimagine processes from the user’s perspective.