Latest case studies

Case Study Reducing late and non-payment of rent for a social housing client

Reducing late and non-payment of rent for a social housing client

Universal Credit represented the biggest change to the UK benefits system in years. Six benefits were amalgamated into one. Housing Benefit was no longer paid directly to the landlord. This risked residents making late payments or no payment of rent at all.


Service Designer: Jo Carter and Michelle Rose-Innes

Service Provider: Monmouthshire Housing Association

Industry: Government

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Case Study Trauma-informed service design with the City of Philadelphia’s Office

Trauma-informed service design with the City of Philadelphia’s Office

Philadelphians facing homelessness arrive at the City’s access sites in their most vulnerable state. Staff can experience vicarious trauma while helping those in need. What do trauma-informed services look like for people experiencing homelessness and staff who support them?


Service Designer: Devika Menon, Service Design Strategist at the Service Design Studio, City of Philadelphia, Liana Dragoman, Director of the Service Design Studio, City of Philadelphia

Service Provider: Office of Homeless Services

Industry: Government

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Case Studies: Healthcare An Innovation Framework to Support Health and Wellbeing

An Innovation Framework to Support Health and Wellbeing

The Wood Foundation wanted to support the creation of a new framework for community led projects which connect, engage and support young people in new ways through sport.


Service Designer: Service Design Academy (SDA)

Service Provider: The Wood Foundation (TWF) and The Russell Anderson Development School (RADS).

Industry: Education

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Case Study Transforming Life Storybooks for Young People in Care

Transforming Life Storybooks for Young People in Care

How might we create a digital life storybook for young people in care.


Service Designer: Vaughan Broderick

Service Provider: -

Industry: Other

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Case Study Improving passenger and employee experience in a Japanese railway company

Improving passenger and employee experience in a Japanese railway company

Improving the customer experience and customer satisfaction indicators with a human-centred approach.


Service Designer: Taro Akabane / Keita Furusawa

Service Provider: West Japan Railways corporation

Industry: Transportation

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Case Study An Outside-In Approach to Launch A New Fintech Product

An Outside-In Approach to Launch A New Fintech Product

A failed initiative made the fintech start-up founders wary of investing again. In this climate, it was important to validate the market opportunity and differentiate the new B2B Digital Payment Service idea in India and answer the question “If we build it will they come?”.


Service Designer: Dr. Vidya Priya Rao

Service Provider: Innovatus Marketers Touchpoint LLP

Industry: Financial Services

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Case Study Reinventing the Automobile Sales Service Experience

Reinventing the Automobile Sales Service Experience

Promoting the car is expensive, and engaging potential customers is ineffective. The team already possessed AI technology capable of interacting with people in a personalized way. How might we use an AI-empowered car to reinvent the sales experience?


Service Designer: CBi China Bridge

Service Provider: WM Motor

Industry: Transportation

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Case Study Lumea Subscription: Tackling pre-purchase barriers

Lumea Subscription: Tackling pre-purchase barriers

Increase the penetration of Philips’ most effective home IPL device (Lumea) and help users follow and stick to the IPL treatment to achieve promised results.


Service Designer: Sandra Ramirez Herrera

Service Provider: Philips

Industry: Healthcare

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Latest case studies

Case Study Service Redesign: Supporting GDPR protocol & boost caller agent confidence

Service Redesign: Supporting GDPR protocol & boost caller agent confidence

BSI and their customers' data was at risk of being breached via phishing attacks. Current legacy systems could not efficiently support BSI call agents inputting the correct information, cross-checking data and cross check historic data in an efficient way.


Service Designer: Daniel Tuitt, Senior Service Designer

Service Provider: BSI (British Standards Institution)

Industry: Other

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Case Study Designing Visibility for Young Carers in Finnish Health & Education System

Designing Visibility for Young Carers in Finnish Health & Education System

How might we give visibility to young carers’ needs in the Finnish public healthcare and education system?


Service Designer: Milla Mäkinen

Service Provider: Alisa Project and Ask the Young People Themselves! Project

Industry: Healthcare

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Case Study Using Service Design to Drive Initiatives & Elevate Associate Experience

Using Service Design to Drive Initiatives & Elevate Associate Experience

Capital One regularly receives accolades for being a great place to work. They are constantly one-upping themselves in regard to creating a safe and nurturing workplace–so how do they do it? They never allow stagnation to take hold of their approach. They try new things.


Service Designer: Natalie Kuhn

Service Provider: Capital One

Industry: Financial Services

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Case Study Delivering Growth Through Customer-Centricity

Delivering Growth Through Customer-Centricity

In 2014 Kone targeted ambitious growth of the maintenance offer. To do this Kone needed to differentiate their offer in the market and rethink their sales approach in order to grow their business.


Service Designer: Livework

Service Provider: KONE

Industry: Commercial Services

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Case Study Co-creating NGO Strategy for Improving Mental Health in Finland

Co-creating NGO Strategy for Improving Mental Health in Finland

How might Kukunori advance wellbeing and mental health in particular in Finland? What should be the strategic choices? How might we do the thinking in a creative and truly participative, experimental way, making sure that everyone gets to be seen and heard in the process?


Service Designer: Milla Mäkinen

Service Provider: Kukunori

Industry: Healthcare

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Case Study Transforming Hospitality Operator through Service Design

Transforming Hospitality Operator through Service Design

In order to stay at the vanguard of the hotel and restaurant market, SOK Mara wanted to introduce the design thinking approach to their service development unit and explore possibilities of making service design the dominant paradigm in their operations.


Service Designer: Haaga-Helia. Teemu Moilanen, Riina Iloranta, Marika Alhonen, Eliisa Sarkkinen

Service Provider: SOK Travel and Hospitality Industry Chain Management

Industry: Travel & Tourism

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Case Study Researching Food Habits in Netherlands to Encourage More Sustainable Eating

Researching Food Habits in Netherlands to Encourage More Sustainable Eating

In this age of accelerating climate change and a fast growing global population how might policy makers and sustainability experts encourage awareness and behavior change in people to eat more sustainable food.


Service Designer: STBY and More than Metrics

Service Provider: Netherlands Government Institutions

Industry: Government

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Case Studies: Retail Adidas: Helping a Sportswear Giant Become Customer-Obsessed

Adidas: Helping a Sportswear Giant Become Customer-Obsessed

In order to stay at the cutting edge of style and sportswear, Adidas needed to refine and develop the service they provide.


Service Designer: Livework

Service Provider: Adidas

Industry: Retail

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