Latest case studies

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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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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Latest case studies

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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Case Study How Service Design Methods Helped HR Managers Focus on Employee Needs

How Service Design Methods Helped HR Managers Focus on Employee Needs

The Federal Association of Personnel Managers together with hkp/// group launched an initiative to introduce design thinking into HR departments throughout Germany, independent of the company size or industry.


Service Designer: More than Metrics

Service Provider: The German Federal Association of Personnel Managers and HKP Group

Industry: Professional Services/Other

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Case Study  Designing a Perfect Start That Makes Employees Want to Stay

Designing a Perfect Start That Makes Employees Want to Stay

As one of the larger energy providers in Europe, E.ON is driven by more than 40,000 employees. The challenge was to create an onboarding process that worked with those differences to create the E.ON experience that suits them all.


Service Designer: Livework

Service Provider: E.ON

Industry: Energy

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Case Study Cultivating Innovation Talent by Design

Cultivating Innovation Talent by Design

University of Bologna’s Master in Advanced Service Design in collaboration with ART-ER worked to build a vibrant innovation region that is contingent on attracting and retaining international students and researchers long-term in the territory.


Service Designer: Omar Vulpinari; UNIBO Master in Advanced Service Design students

Service Provider: ART-ER Attrattività Ricerca Territorio, Emilia-Romagna regional institution

Industry: Education

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Case Study Co-creation and design process in a Brazilian media company

Co-creation and design process in a Brazilian media company

Digital transformation is pushing broadcasters and media companies to review their currently processes to reevaluate and rethink its place, all in order to reinvent their services to an upcoming new future.


Service Designer: Globosat: Marcio Fabio Oliveira Leite, Danton Gravina, Lina Ceschin / Insitum: Fabiano Braga, Stephan Meheux, Paula Dantas

Service Provider: Globosat + Insitum Brazil

Industry: Media & Entertainment

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Case Study Transforming a Social Security Organisation through Service Design

Transforming a Social Security Organisation through Service Design

Compensation Funds are private non-profit organizations of the Chilean Social Security System, providing social benefits and products that favour the welfare and individual development of their affiliates/pensioners/families. Challenge: Improve the affiliate experience.


Service Designer: UC Design School, Brandbook and SurAndina Consultores

Service Provider: Caja de Compensación Caja Los Andes

Industry: Government

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