Latest case studies

Case Study DMA: Design In Schools Australia

DMA: Design In Schools Australia

Supporting young people to learn through practice and solve problems within their community through service design.

Continue reading
Case Study Muzus: 217 million worth of mobility services developed based on personas

Muzus: 217 million worth of mobility services developed based on personas

The municipality of Rotterdam faced the challenge of setting up a tender for the transport services for the elderly (from 75 years of age) and persons with disabilities. This complex system consists of up to 17,000 transport movements per day in the dense city of Rotterdam with a budget of €31 million per year. Muzus put the client at the core of the mobility services in Rotterdam, using personas as the base for the tender procedure.

Continue reading
Case Study Bridgeable: Redefining the TELUS Renewals Experience

Bridgeable: Redefining the TELUS Renewals Experience

This project is the winner of the Service Design Award 2017 for Best Commercial Project.

Continue reading
Case Study Servizz Design by Ella Walding

Servizz Design by Ella Walding

Servizz Design is a set of service design tools aimed to create change in the Government of Malta, and which has the potential to create change in any organisation. These tools have been implemented in Servizz.gov, a one stop shop in Malta that citizens can use as a single point of contact for all public services.

Continue reading
Case Study Smart Black Taxi service: Flo

Smart Black Taxi service: Flo

Smart Black Taxi service: Flo by RCA student team Hyunyim Park, Jaehyun Park and Culainn Boland-Shanaha aims to tackle London’s air quality challenge with a service design approach and brings together the experience of Transport for London’s Experience Design Team, enabling people to be an active agent of change, to change habits and choose sustainable transport choices.

Continue reading
Case Study GSA & RBS: Future Bank 2025 - According to Generation Y

GSA & RBS: Future Bank 2025 - According to Generation Y

A Glasgow School of Art (GSA) MEDes student, BDes and MIDes new graduate team partnered with the new Royal Bank of Scotland (RBS) design team for four months during 2015-16. The student team developed the company’s emerging user-centred design process and integrated a future forecasting methodology. They conducted in depth user research into Generation Y and designed service concepts, personas and a future world context that continue to impact the user-centricity of RBS projects.

Continue reading
Case Study Factory NextGen: Connect to Sustain

Factory NextGen: Connect to Sustain

Taiwan’s small and medium manufacturing industry is in crisis. Factory NextGen seeks to address this issue by building bridges between the young and old workforce.

Continue reading
Case Study Communi.care

Communi.care

Communi.care is a set of tangible interventions within the internal patient transportantion service at FSFB Hospital that will facilitate communication and make clear shared responsibilities among nurses and the support team to take care not only for patients but also for co-workers.

Continue reading

We want to grow our libary

Submit a case study


Latest case studies

Case Study HIZA Case Study by Carolina Pizatto Girardi

HIZA Case Study by Carolina Pizatto Girardi

The Elderly Hospital of Curitiba, in Brazil - Hospital do Idoso Zilda Arns (HIZA) had a series of issues that were negatively affecting their patients satisfaction yet weren’t known by the hospital directors. This project identified and mapped all of the service’s weaknesses, and delivered co-created solutions for each of them.

Continue reading
Case Study Uniform Strategisk Design AS: NSB Train Replacement services

Uniform Strategisk Design AS: NSB Train Replacement services

In 2014, around 15.1 million train passengers in Norway were affected by “planned” and “unplanned” train traffic problem causing delays and deviations. In latter situations, train passengers are offered bus transport as a replacement for their train journey, commonly known as “Buss for tog” (Rail replacement bus). In autumn 2014, NSB and Uniform started working on a service design project comprising qualitative insight collection and mapping the customer experience during both “planned” and “unplanned” deviations.

Continue reading
Case Study Doblin Deloitte and the Department of Veteran Affairs

Doblin Deloitte and the Department of Veteran Affairs

In 2015 in the midst of increased public scrutiny, a loss in Veteran confidence and a lack of employee engagement, VA took enterprise level action to address barriers in serving Veterans and their families. Together as a team,Doblin Deloitte, the Veterans Experience Office and VA collaborators engaged Veterans, employees, and stakeholders in a three step approach to help improve Veterans’ experiences with service delivery at VA.

Continue reading
Case Study Essense: Service Design Airport Experience - Commercial Journey Vision

Essense: Service Design Airport Experience - Commercial Journey Vision

Essense worked closely with the Consumer Marketing team at Schiphol Group (Amsterdam Schiphol Airport) to develop a customer experience vision for all touch-points of the entire passenger journey across digital and physical channels, from buying a ticket to boarding a plane.

Continue reading
Case Study Apitropik: Mahi-Mahi project

Apitropik: Mahi-Mahi project

How to move from serving food to designing an experience. This project was born in May 2016. The client, a catering company from the Basque country in Spain, named Askora, wanted to improve their services for school canteens. They saw that having a quality product was not enough. It was time to rethink school canteens in their entirety.

Continue reading
Case Study Money Coaching at Capital One

Money Coaching at Capital One

Financial services are undeniably being disrupted by technology. But what other value should banks provide to their customers beyond technological efficiencies? For people who are making a big life change, feeling overwhelmed with their current financial situation, or just a little stressed about money, Capital One Money Coaching can help.

Continue reading
Government Greenhouses- prototyping change- Transformator Design Group AB

Greenhouses- prototyping change- Transformator Design Group AB

This project is the winner of the Service Design Award 2016 for Systemic and Cultural Change in the Public Sector.

Continue reading
Other Design-driven Transformation- Deutsche Telekom

Design-driven Transformation- Deutsche Telekom

This project is the winner of the Service Design Award 2016 for Systemic and Cultural Change in the Private Sector.

Continue reading