The Elderly Hospital of Curitiba, in Brazil - Hospital do Idoso Zilda Arns (HIZA) had a series of issues that were negatively affecting their patients satisfaction yet weren’t known by the hospital directors. This project identified and mapped all of the service’s weaknesses, and delivered co-created solutions for each of them.

In 2014, around 15.1 million train passengers in Norway were affected by “planned” and “unplanned” train traffic problem causing delays and deviations. In latter situations, train passengers are offered bus transport as a replacement for their train journey, commonly known as “Buss for tog” (Rail replacement bus). In autumn 2014, NSB and Uniform started working on a service design project comprising qualitative insight collection and mapping the customer experience during both “planned” and “unplanned” deviations.

In 2015 in the midst of increased public scrutiny, a loss in Veteran confidence and a lack of employee engagement, VA took enterprise level action to address barriers in serving Veterans and their families. Together as a team,Doblin Deloitte, the Veterans Experience Office and VA collaborators engaged Veterans, employees, and stakeholders in a three step approach to help improve Veterans’ experiences with service delivery at VA.

Essense worked closely with the Consumer Marketing team at Schiphol Group (Amsterdam Schiphol Airport) to develop a customer experience vision for all touch-points of the entire passenger journey across digital and physical channels, from buying a ticket to boarding a plane.

How to move from serving food to designing an experience. This project was born in May 2016. The client, a catering company from the Basque country in Spain, named Askora, wanted to improve their services for school canteens. They saw that having a quality product was not enough. It was time to rethink school canteens in their entirety.

Financial services are undeniably being disrupted by technology. But what other value should banks provide to their customers beyond technological efficiencies? For people who are making a big life change, feeling overwhelmed with their current financial situation, or just a little stressed about money, Capital One Money Coaching can help.

The Agency Enigma conducted a Foresight and Service Design analysis of businesses in the city of Carouge, including the current context, upcoming trends and various expectations for the future.

This project was nominated for the Service Design Award 2016 in the category: Non-profit/ Public sector, Student work.

This project was nominated for the Service Design Award 2016 in the category: Methodology, Professional work.

This project was nominated for the Service Design Award 2016 in the category: Methodology, Professional work.

This project was nominated for the Service Design Award 2016 in the category: Non-profit/ Public Sector, Professional work.

This project is nominated for the Service Design Award 2016 in the category: Non-profit/ Public sector and Methodology Student work.

This project is nominated for the Service Design Award 2016 in the category: Non-profit/ Public Sector, Professional work.

This project is nominated for the Service Design Award 2016 in the category: Non-profit/ Public Sector, Student work.

This project was a student finalist for the Service Design Award 2016 in the category: Commercial, Student work.

This project is the winner of the Service Design Award 2016 for Systemic and Cultural Change in the Public Sector.