Prof. Daniela Hensel is a designer and researches, among other things, the topic of service design. After her studies, she started her career at the renowned agency MetaDesign and subsequently founded various start-ups. When she followed her call to the HTW Berlin, she became part of the university's administrative system and experienced the beginnings as a culture shock. Instead of surrendering to the rhythm of bureaucracy, she began to look at administrative processes and communication from a professional perspective. Since 2017, she has been researching the topic of citizen-office communication as part of the Berlin research program IFAF. As a partner of the agency why do birds, she has been advising Deutsche Bahn on customer service for years.