About Florian Vollmer

Florian Vollmer is Lead Service Designer at NCR, where he advances service design methods to create customer-centric, differentiating solutions using the practice of Journey Management. He leads a centralized team of world-class service designers, enabling a wide community of practice accross the enterprise.

Florian teaches Service Design and Design Strategy to graduate students at the Georgia Institute of Technology, and is a founding board member of the Service Design Network Atlanta chapter.

Florian is passionate about bringing diverse sets of stakeholders together to create engaging experiences across multiple touchpoints. He believes in creating change through cross-functional workshops and service design projects. Florian joined NCR in 2017, where he has designed and launched a global training program, created enterprise-level Service Design tools and has grown an impactful group of global design practitioners.

Before joining NCR, Florian was a partner at InReality, an experience design and technology firm. Here, he used service design to reinvent the firm and deliver integrative innovation projects for Fortune 500 companies.

Florian has given talks at a variety of global conferences and academic institutions.

Florian publications include ‘Journeys: From design artifacts to invaluable experience management tools’ (DMI Acadmic, 2022), chapters on service design and co-creation methods in “This is Service Design Doing” (O’Reilley, 2018), “Service Design and Service Thinking in Healthcare and Hospital Management” (Springer, 2019), ServDes 2018, and industry journals.

He has studied industrial, product, and multi-disciplinary design at the Birmingham Institute of Art and Design at the University of Central England, Kunsthochschule Berlin Weissensee, and Cologne International School of Design, and earned a Master’s degree in Industrial Design at the Georgia Institute of Technology.