Latest case studies

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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Case Study Improving Women's Maternal Health in Nepal

Improving Women's Maternal Health in Nepal

The aim of the master thesis was to put service design methodology into practice with respect to postnatal care and the developing country of Nepal, which stands as one of the countries with the highest maternal and neonatal mortality rates in the world.


Service Designer: Ida Christine Opsahl, Julie Nyjordet Rossvoll, Nora Pincus Gjertsen

Service Provider: Green Tara Nepal

Industry: Healthcare

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Case Study New Transport Solutions: Laboratoria Mobiele Alternatieven

New Transport Solutions: Laboratoria Mobiele Alternatieven

To develop a model trajectory for facilitators of transport with minimal experience in service design. It needs to lead to simple and affordable solutions with great potential for safety for children, for alternative means of transportation, and for a healthier environment


Service Designer: Twisted Studio

Service Provider: Netwerk Duurzame Mobiliteit / Komimo

Industry: Transportation

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Case Study "Lifting the Lid" Off Sex and Intimacy for People Living With Dementia

"Lifting the Lid" Off Sex and Intimacy for People Living With Dementia

The project was initiated to help the charity achieve its vision is to create a society where those affected by dementia are supported and able to live without prejudice.


Service Designer: Good Innovation

Service Provider: Alzheimer's Society

Industry: Healthcare

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Case Study An Impactful Service Identity Designed with AI

An Impactful Service Identity Designed with AI

An illustration proving how machine learning models can seamlessly support the work of service designers and successfully forecast the business impact of specific design efforts.


Service Designer: Hellon

Service Provider: Mandatum Life

Industry: Professional Services/Other

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Latest case studies

Case Study Software-as-a-Service Business Model Transformation

Software-as-a-Service Business Model Transformation

Autodesk planned to transform its business model from selling software licenses to subscriptions. This change would impact nearly every customer touchpoint and force the company to re-balance its investments between product and service organizations.


Service Designer: Gassia Salibian

Service Provider: Autodesk, Inc.

Industry: Information Technologie

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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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