MARIA NIKKINEN
WELLNESS EXPERIENCE DESIGN
CUSTOMER EXPERIENCE DESIGN FOR
HEALTHCARE & WELLNESS BUSINESSES
CUSTOMER LOYALTY AND COMMITMENT
EXPERIENCE OF SECURITY
AND FULL TRUST
Customer Experience Design is the process of designing and improving the customer's experience across every touchpoint with your business—from the very first interaction through to follow-up care and ongoing engagement.
The goal is to create a seamless, trustworthy, and memorable experience. An experience that leaves clients feeling genuinely cared for, reduces stress and uncertainty, and creates a sense of comfort and confidence, allowing the core service to be delivered as effectively as possible.
IMPACT OF THE ENVIRONMENT ON PERCEPTION OF SERVICES
In many clinics and wellness businesses, clients are satisfied with the treatment itself, yet they do not return. The reason is often not the quality of the service, but small points of friction along the customer journey.
• Unclear customer journey
• Uncertainty before the appointment
• Inconsistent experience across touchpoints
These are often the moments where loyalty and referrals are lost. Together, we identify these pain points and address them thoughtfully and elegantly— in every sense of the word.
A COMPREHENSIVE SERVICE DESIGN EXPERIENCE
Research shows that the physical environment can significantly influence stress levels, anxiety, and overall satisfaction with a service.
An environment that does not fully support the customer experience may:
• Lower the perceived quality and value of the service
• Course unclear customer flows and navigation challenges
• Increase staff workload and operational inefficiencies
The atmosphere of the space, lighting, reception area, waiting experience, and the feeling of being genuinely cared for all influence whether clients feel safe, comfortable, and confident throughout their visit.
Exclusivity is an integral part of my work. Every business has its own identity, ambitions, and challenges—and therefore requires a tailored strategy rather than a standardized solution.
Most consultants focus on services.
Most designers focus on spaces.
I focus on the entire client experience. My distinctive approach combines customer experience, service environments, and business goals into a seamless and meaningful whole.
SERVICE DESIGN
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Clear & seamless customer journey
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Identified & solved service pain points
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Smoother operations for staff
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Improved customer retention
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Premium environment which meets client's expectations
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Interior that supports your brand and drives sales
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Distinctive visual identity that sets you apart from competitors
THE POWER
OF HOLISM
PATIENT EXPERIENCE AUDIT 650€
Who is it for?
For businesses that want to see their service through the eyes of their customers and identify concrete opportunities for improvement.
What do we do?
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Initial discussion about the company’s goals
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Customer journey walk-through
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Identification of factors that strengthen or weaken trust
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Evaluation of the space: first impression, space logic, waiting areas, customer flow
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Identification of week points in customer experience
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Optional customer interviews
What do you get?
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A clear list of insights, with prioritized recommendations.
Example. 15 customer experience observations: -
5 improvement recommendations that can be implemented without additional costs
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5 improvement recommendations that require a small budget
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5 strategic development recommendations that require investment in long term distance
Goal:
A clear understanding of where your business is failing to capture its full potential — and how to unlock it.
CUSTOMER EXPERIENCE & SPACE OPTIMIZATION
1500 - 3500€
Who is it for?
For businesses that are launching a new operation, renovating, expanding, rebranding their premises and services.
What do we do?
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Optimizing or planning new customer journey
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Spatial concept development, which includes:
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First impression and a premium atmosphere
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Customer-perceived safety and comfort
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The impact of the space on perceived service quality
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Collaboration with the design and architectural team
What do you get?
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Service Blueprint: personalized customer journey map with explanations, designed to support the customer experience and address its key challenges and solutions.
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3D spatial concept supporting the customer experience: interior style, lighting, zoning, furniture and spatial logic.
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Recommendations and guidelines for the interior designer or architect.
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Support with concept implementation and bringing the design into practice.
Goal:
To avoid costly mistakes and create a space that supports the company’s operations, brand, and customer experience well into the future.
CUSTOMER EXPERIENCE
FOLLOW UP PARTNERSHIP
FROM 390 € / MONTH
Who is it for?
For existing clients who want to develop their customer experience consistently and strategically over the long term.
What do we do?
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Regular meetings
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Monitoring and following up on development initiatives
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Brainstorming and sparring on
new customer experience ideas -
Continuous evaluation of the spaces and service experience
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Support during periods of change
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As a long-term partner who already understands your business, respond quickly and effectively to new challenges, and optimize your processes.
What do you get?
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A long-term expert partner
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A continuous development plan
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An external perspective to support your business
Goal:
Continuous customer experience maintenance — without the need to hire third companies, not familiar with clients path and company's goals.
SERVICE PACKAGES
Initial Consultation, Client's Place
30 min • Free
OUR CONCEPTS
WHO AM I:
I am an Service & Spatial Experience Designer + Master of Public Health.
My clients are companies in the health and well-being industry: beauty and dental clinics, treatment studios, day spa facilities, yoga and fitness studios.
I do not design spaces alone. I take a holistic view of the entire customer experience, from the first contact till the post service journey. By combining interior and service design, I create environments that enhance customer satisfaction, build trust and improve operational efficiency.
“Interior design without strategy
is just an expensive surface.”
Maria Nikkinen
