Latest case studies

Case Study Going Beyond Museum Walls - A Service Experience Case Study


Going Beyond Museum Walls - A Service Experience Case Study


How might the Kohl Children’s Museum increase awareness and visitorship? The challenge was coupled by the fact the museum resides in the suburbs of Chicago, nor is it easily accessible by public transportation.


Service Designer: Thomas Brandenburg & Twisha Shah-Brandenburg, Professors; Student team: Jishu Pradeep, Madiha Muqeet, Morgan Peters, Xing Chen, and Yu Sha


Service Provider: Kohl Children’s Museum


Industry: Media & Entertainment

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Case Study Solutions for Youth Participation and Empowerment by Service Design

Solutions for Youth Participation and Empowerment by Service Design

The aim is to represent processes by which the social participation of young people, who are not in education, employment, or training (NEET), can be activated and supported utilizing service design.


Service Designer: Sanna Haapanen, Tuija Suikkanen-Malin, Tiina Kirvesniemi

Service Provider: South-Eastern University of Applied Sciences

Industry: Education

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Case Study Using Net Promoter Score (NPS) to Map and Measure a Service Experience

Using Net Promoter Score (NPS) to Map and Measure a Service Experience

How could our company leverage our Net Promoter Score (NPS) metrics to make business decisions and drive experience innovation?


Service Designer: Molly Fuller

Service Provider: Harken Health

Industry: Healthcare

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Case Study  Optimizing Pet Adoption Service in the Shelter

Optimizing Pet Adoption Service in the Shelter

Use service design to increase effective the adoption rate through an optimization of the pet adoption service and provide adopters with proper assistance, at the same time lightening the burden of staff and making better use of the kindness of volunteers.


Service Designer: Shih-Min Hong

Service Provider: Taiwan pet adoption services

Industry: Government

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Case Study Supporting Public Sector Development Through Service Design

Supporting Public Sector Development Through Service Design

Innovationsguiden is a project that aims to support and reinvigorate the Swedish public sector. Our brief was to provide support to public organisations who wanted to strengthen their employees' innovation skills and create new and better public services.


Service Designer: SKL (Sveriges Kommuner och Landsting)

Service Provider: National members and employers’ organisation for local government in Sweden

Industry: Government

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Case Study Project Phoenix - Service Design for Tesco Bank

Project Phoenix - Service Design for Tesco Bank

A leading UK bank wanted to design a complaints experience that would turn customers who have had their complaint resolved into advocates; empower customer service reps to do their jobs more efficiently, and identify opportunities for long-term service improvement.


Service Designer: Modern Human

Service Provider: Tesco Bank

Industry: Financial Services

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Case Study Developing a Police Force's Digital Experience for Citizens

Developing a Police Force's Digital Experience for Citizens

Transform the police force’s traditionally fragmented process, which for a citizen can lack feedback and transparency, by improving public contact and defining new channels through which the police could respond to citizens’ needs in a more efficient and inclusive way.


Service Designer: Fjord

Service Provider: UK Police Force

Industry: Government

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Case Study Reducing Stress and Increasing Parent Spend Through Design

Reducing Stress and Increasing Parent Spend Through Design

The goal was to create a compelling value proposition and design a differentiating customer experience for parents and shoppers with small children to visit the stores, engage in active shopping and drive major revenue growth in this shopper segment.


Service Designer: Hellon

Service Provider: Ireland’s largest grocery retailer

Industry: Retail

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Latest case studies

Case Study Digital Wayfinding Design & Prototype

Digital Wayfinding Design & Prototype

While the airline was known for delivering best-in-class hospitality on their airplanes, they sought to improve the in-airport customer experience, so travellers could get to their destination and spend less time worrying about the journey.


Service Designer: EPAM Continuum

Service Provider: Major Airline

Industry: Travel & Tourism

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Case Studies: Tourism Alor Valley: Changing the Face of Ecotourism—Chinese Hospitality 3.0

Alor Valley: Changing the Face of Ecotourism—Chinese Hospitality 3.0

Alor Valley Resort was designed to embody the ethos of “feeling at home” and a transfer of “luck and fortune." CBi China Bridge looked to transform this idea into an actionable blueprint and to establish the tools for overall customer experience management.


Service Designer: CBi China Bridge

Service Provider: Alor Valley Resort

Industry: Travel & Tourism

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Case Studies: Financial The Remodelling of Modern Banking via Service Design Approach

The Remodelling of Modern Banking via Service Design Approach

One of mBank's teams, responsible for services aimed at retail customers, approached our agency and indicated that they had challenged their group to design a new way of applying for a loan using a well-developed mobile phone process.


Service Designer: FUZERS Service Design

Service Provider: mBank

Industry: Financial Services

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Case Studies: Education Educational Initiative Launches Inclusive Green Academy for Children

Educational Initiative Launches Inclusive Green Academy for Children

In the summer of 2016, Biodiversity approached my design and innovation agency Fabrika 360 to redesign the school and offer new and different activities.


Service Designer: Fabrica 360

Service Provider: Biodiversity Foundation and Bulgarian-Swiss Cooperation Program

Industry: Education

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Case Studies: Healthcare Volunteer Service for Nursing Home Residents Reimagines Social Care System

Volunteer Service for Nursing Home Residents Reimagines Social Care System


Service Designer: Designit

Service Provider: Rokilde Nursing Home (Kristiansund municipality)

Industry: Not applicable

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Case Studies: Tourism Nocowanie.pl.: Mapping User Journey for Poland's Largest Lodging Portal

Nocowanie.pl.: Mapping User Journey for Poland's Largest Lodging Portal

Nocowanie.pl is one of the largest and most popular services offering accommodations in Poland. Their goal was to improve users’ experiences throughout the online purchase process. FUZERS was invited to develop a customer journey map and recommendations for improvements.


Service Designer: FUZERS Service Design

Service Provider: Nocowanie.pl

Industry: Travel & Tourism

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Case Studies: Retail Opening for First IKEA for Business Worldwide Uses Service Design Approach

Opening for First IKEA for Business Worldwide Uses Service Design Approach

Successful work by our agency FUZERS with the opening of the IKEA store in Lublin led their marketing team to ask us to partner on the opening for IKEA Business in Warsaw, the first worldwide independent retail outlet dedicated to business owners outside of a local store.


Service Designer: FUZERS Service Design

Service Provider: IKEA

Industry: Retail

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Case Studies: Government Citizens First: Essex County Council Adopts Design Thinking Protocol

Citizens First: Essex County Council Adopts Design Thinking Protocol

PDR worked with Essex County Council to build capacity for design thinking among senior advisors and commissioners to raise awareness of the method and create champions for the approach within the council.


Service Designer: PDR (International Centre for Design & Research)

Service Provider: Essex County Council (ECC)

Industry: Government

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