Latest case studies

Case Study Designing for unexpected and stressful medical situations

Designing for unexpected and stressful medical situations

Imagine you are on holiday with your loved ones and all of a sudden an accident happens. You are in need of medical help in a foreign country, a highly stressful and emotional situation in an unfamiliar environment. So what do you do?


Service Designer: Erik van Zoelen, Noortje Hartman, Eddo Siep, Angelo Verbeek, Hidde Burgmans

Service Provider: Koos Service Design

Industry: Healthcare

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Case Study Experience model for the network of robotic click-and-collect drives

Experience model for the network of robotic click-and-collect drives

Designing the magical experience that would redefine the delivery of groceries and would become a well-known benchmark for the whole category.


Service Designer: Filip Makowiecki - Lead UX & Service Designer - Izabela Styburska - Project Manager - Marta Krokoszyńska - Lead Researcher - Hanna Bielerzewska - UX Writer - Agnieszka Olek - CX Strategist - Dawid Wiener - Research Strategist

Service Provider: Cogision

Industry: Retail

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Case Study Transforming a Mobility Insurance Claim Experience through Service Design

Transforming a Mobility Insurance Claim Experience through Service Design

Managing post-accident emotional stress complicates motor claims. Incomplete processes cause delays, fraud, and communication problems. In KSA, disjointed systems hinder data and compliance. Focus on empathy and integration for improved insurance service.


Service Designer: Arwa Hussein

Service Provider:

Industry: Financial Services

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Case Study Early Childhood Delivery Dashboard

Early Childhood Delivery Dashboard

How can we ensure that regardless of the "entrance gate", pregnant women, children aged 0 to 3 years and their caregivers are cared for in a comprehensive and integrated way?


Service Designer: Futurar & Talking City

Service Provider: Fundação Maria Cecilia Souto Vidigal

Industry: Healthcare

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Case Study Collaborative Futures Project

Collaborative Futures Project

What if data-enabled experiences were embedded into our actual communities and neighbourhood environments of Glasgow in 2032?


Service Designer: Master Students of European Design (MEDes), and two graduates B.Des Product Design and M.Des Design Innovation programmes

Service Provider: Glasgow‘s governing entity

Industry: Government

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Case Study Fast Stream

Fast Stream

Fast Stream (FS) is the civil service’s scheme to provide graduates, career changers, and people in the civil service a fast track into leadership. Their goals are to optimise diversity in their organisation and identify candidates with leadership potential.


Service Designer: Cyber-Duck

Service Provider: Civil Service Fast Stream

Industry: Government

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Case Study Court Filing Reinvented

Court Filing Reinvented

Riddled with centuries-old procedures and long, winding paper trails, filing is a court process ripe for service transformation. How can legal processes evolve to maximize value and efficiency for both the ministry and the people who need its services?


Service Designer: Johanna Dietrich, Dennis Breen, Ashley Truong, Ron Garcia, Grant Nicol, Alejandro Moreno, Helen Maze

Service Provider: Government of Alberta and Court of King’s Bench

Industry: Professional Services/Other

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Case Study Operation Paws

Operation Paws

Paediatric patients often feel overwhelming perioperative anxiety during their first experience with elective surgery


Service Designer: Valeska Tan, National University of Singapore

Service Provider: n/a

Industry: Healthcare

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Latest case studies

Case Study Transforming the US Health System

Transforming the US Health System

To increase the buy-in and empowerment of Healthcare Organizations to create better care pathways for Alzheimer’s Disease in anticipation of emerging treatment options and support implementation.


Service Designer: Mark Rose, Laura Chavira, Maddy Rowland-Roides, Bolette Riis Falk, Emily Rho

Service Provider: Bridgeable

Industry: Healthcare

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Case Studies: Other Indigenous Youth Wellbeing Circles: Emergent Change

Indigenous Youth Wellbeing Circles: Emergent Change

Our challenge was to provide a co-design framework and facilitation to support the client to achieve their Indigenous youth engagement goals within the Planet Youth initiative.


Service Designer: J5 Design – Sydney Johnson, Pamela Downey, Annand Ollivierre

Service Provider: United Way of Calgary and Area, Miskanawah Community Services Association

Industry: Government

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Case Study Service Redesign: Frictionless Payment at Forsyth Farmers’ Market

Service Redesign: Frictionless Payment at Forsyth Farmers’ Market

Apply a Service Design approach to work with and improve upon the service of Savannah, GA’s local food justice organization “Forsyth Farmers’ Market”. This project sought ways to improve and enhance existing services within a local community.


Service Designer: Students of Savannah College of Art and Design: Subin Cho, Carey Lin and Tirath Puni

Service Provider: Forsyth Farmers' Market (FFM)

Industry: Retail

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Case Studies: Government Kin-first Co-design in Child Welfare

Kin-first Co-design in Child Welfare

This service co-design project set out to create a “kin-first” approach at a government agency tasked with the safety of children and youth in a US state of over 7 million people.


Service Designer: Bloom Works, LLC Child Welfare Team

Service Provider: New America’s New Practice Lab in partnership with WA DCYF

Industry: Government

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Case Study Context

Context

Refugees face a myriad of barriers to accessing trusted information, which leads to vulnerability and reliance on their first point of contact. How might we enable refugees easier access to services and resources to help them feel supported while restoring their rights?


Service Designer: Student team: Amruta Supate, Claire Henery, Kasia Bruzda, Ivana Monson, and Madison Cilluffo

Service Provider: Royal College of Art, UK

Industry: Other

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Case Study Inspiring Action for Teacher Retention from the Inside Out

Inspiring Action for Teacher Retention from the Inside Out

While the impacts of teacher shortages are being felt across the nation, one US state chose to act, addressing the teacher retention issue with an approach rarely taken in the education industry: by placing the ‘teacher experience’ at the heart of their problem-solving.


Service Designer: Accenture Song

Service Provider: Tennessee Department of Education

Industry: Education

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Case Studies: Government Citizen Centric Police

Citizen Centric Police

This project shows how the police in a European country takes a service design approach to strengthen the outside–in perspective in their governance, development and daily operations


Service Designer: PwC Norway: Anders Kjeseth Valdersnes, Ragnhild Stenvaagnes, Marte Andresen, Astrid Langnes Vierdal, Roger Mortensen, Kristian Eide

Service Provider: The Norwegian Police Directorate

Industry: Government

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Case Study Blue Bird

Blue Bird

Design a service to improve health literacy and understanding about palliative care, to make it easier for patients and their families to understand the complexities of terminal illness and receive optimal care.


Service Designer: Shambhavi Ojha, Aniket Chandekar, Anuj Malviya

Service Provider: Not applicable

Industry: Healthcare

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