The objective of this study is to propose a service model based on customer-centric methodologies for the company Auto montacargas Gilcar S.A.S.; this model allows it to differentiate from its competitors and attracts new customers. The study is developed within the contextual framework of Service Design -a discipline that favors a balanced analysis between customer and business needs-, applied in this case to the logistics sector where it is not evidence that the discipline has been explored. The research process is methodologically approached from Design Thinking, with three stages that define the scope of this research: 1) Discover, to include the diagnosis of the company, some tools are applied in this stage to collect information such as: a survey, interviews, stakeholders map, client journey map, and a competitor’s benchmark. 2) Define, here the findings and intervention opportunities are consolidated for each tool applied in the diagnosis. 3) Develop, that includes the construction of the model from the service aspects identified as essential, these aspects are connected with customers types, on this basis, there is a projection to the value proposition and the service blueprint as success pills to be applied. The present document contains the research objectives, the justification from the trends and the approach of the problem, subsequently it is addressed the reference framework with the theoretical support from Service Design and the contextualization of the logistics sector; after this, there is a general mapping of the company and the methodological approach framed by Design Thinking. From this information, the business diagnosis is established, moreover, based on some tools provided by the methodology, along with the analysis and findings, to finalize with the intervention plan that consists of a service model. Finally, in the conclusions and recommendations of this study is summarized the relevance of the planning for the model implementation progressively and for stages, prioritizing the aspects from the strategy, it is important to pay special attention to the intern themes that are required as a base for the development of the proposed initiatives.