In 2024, service design is evolving rapidly but remains underrecognized. Confusion over roles and terminology leads to misunderstandings and underutilization. To address this, SDN fosters a global community to raise awareness and drive the growth of service design practices.

In 2021, Taipei Fubon Bank’s in-house team realized they lacked accessibility features for customers with disabilities

Goodwill faced the challenge of effectively enhancing donor and consumer loyalty and engagement to increase second-hand item donations and sales, to secure sufficient support to provide charitable opportunities to the community.

Context Studio, in collaboration with Dublin City Council and a number of Disabled Persons Organisations, developed an inclusive consultation process aligned with the UNCRPD to prioritise the representation of disabled individuals' voices in public decision-making.

To migrate corporate customers from Sbanken to DNB while minimizing disruption and maintaining customer trust. The process required addressing technical complexities and customer concerns while ensuring a seamless transition for both parties.

Naturally Occurring Retirement Communities (NORCs) integrate health, social, and physical supports within apartment buildings, community housing and condominiums with a high density of older adults. However, it faces a lack of an established service model, tools, roles and norms for service provision.

Several legacy IT systems had been used by the Singapore Ministry of Manpower to facilitate millions of work pass transactions annually. Years of overlaying new rules and requirements meant that they no longer met user needs.

Transitioning from pediatric to adult healthcare is complex for adolescents and young adults. Challenges include shifting from family-centered to independent care, lack of transition services, and need for structured processes to avoid complications. Special populations face unique challenges. Our project ensures a smooth transition at Intermountain.

Four geographically separate medical clinics with different functions and staff were being consolidated into one location, creating challenges in change management and user unfamiliarity with the interior design process. They needed support to bridge between disciplines in this complex redesign procress.

A leading telecommunications company wish to develop a customer-centric digital insurance offering, increase conversion rates, and seamlessly integrate with existing telecom services.

Enhancing primary healthcare delivery in Andhra Pradesh by equipping Community Health Officers (CHOs) at Health and Wellness Centres with tools and training to educate caregivers, foster health-seeking behaviours, and improve outcomes in underserved communities.

In Africa, 350 million people lack banking access due to cost, complexity, and trust. In South Africa, 6 million people are “underbanked”, and 12 million are “unbanked”. Cash is risky and costly. Absa, a major African bank, is poised to drive financial inclusion, reducing poverty and boosting prosperity.

Thoughtworks is a leading technology consultancy, operating in 19 countries with 10,000 employees. Following a period of rapid growth during which our workforce nearly doubled, the pandemic reshaped how employees connected with each other and the business. Our IPO in 2021 marked another significant turning point, redefining business expectations and transforming how we operate.

Action Lab led ideation activities with people with disabilities & other stakeholders to develop new social housing models that are affordable and that help residents combat social isolation.

With an aging population and increasing demand for caregivers, the caregiving industry faces significant challenges: unregulated practices, high turnover rates, and a lack of standardization. For New Life Group, a leading enterprise, navigating market disorder while providing professional, patient-centered care is crucial.

The project aims to review and redesign the adoption service experience to enhance adoption rates, alleviate shelter pressures, and spread successful practices to other shelters across Taiwan.