Prof. Daniela Hensel is a designer and researcher, whose work spans the topics of service design and citizen communication. Following her university studies, Daniela has worked at the renowned brand consulting agency, Metadesign. Later, following a request from the HTW Berlin, she has joined the university’s administrative apparatus, which was a stark change of culture in contrast to her work as a brand consultant. Instead of surrendering to the bureaucratic rhythm, she began to look at administrative processes and communication from a professional point of view. As founder of the Service Design Unit „why does robin“, she has been advising the federally owned railway company Deutsche Bahn, on customer service for years.