It was a very close race for the 2016 finalists! The jury commended 5 winners who stood out as having the most convincing outcomes, the clearest and most well developed process as well as a convincing collection of success metrics that set them apart.
WINNER OF THE 2016 SERVICE DESIGN AWARD FOR BEST COMMERCIAL PROJECT
Submission Category: Professional, Commercial Company: Brand Manual Project Title: Apollo - Reinventing the Bookstore Client: Apollo Brand Manual redesigned the Apollo ‘bookstore’ into an inspiring entertainment environment; merging movies, books and hospitality to create an innovative and customer centric experience which responded to multiple user needs. The result has been a huge success with a 200% increase in registered customers and a 300% increase in interaction frequency. View the whole project here.
WINNER OF THE 2016 SERVICE DESIGN AWARD FOR BEST PROFESSIONAL PROJECT
Submission Category: Professional, Commercial Company: Philips Design Project Title: elAC - Intensive Ambulatory Care Program Client: Philips Hospital to Home Philips Design reimagined healthcare for the most complex, highest cost patient populations using telehealth. The newly developed home care programs engaged patients in their own care and resulted in a 27% reduction in overall costs of care from which there’s a 32% cost reduction in acute and longterm care and a 45% reduction in hospitalisation. View the whole project here.
WINNER OF THE 2016 SERVICE DESIGN AWARD FOR SYSTEMIC AND CULTURAL CHANGE IN THE PUBLIC SECTOR
Submission Category: Professional, Public Sector / non-profit Company: Transformator Design Project Title: Greenhouses - Prototyping for Change Client: The Employment Agency of Sweden The Employment Agency of Sweden assigned Transformator Design to tackle the decreasing trust experienced among customers, employees and the general public and to decentralise developing new services. As a result of the project SEA implemented a service design department and new working methods which increased employee satisfaction by 10 points on the trust score scale. View the whole project here.
WINNER OF THE 2016 SERVICE DESIGN AWARD FOR SYSTEMIC AND CULTURAL CHANGE IN THE PRIVATE SECTOR
Submission Category: Professional, Commercial Company: Deutsche Telekom Project Title: Design-Driven Transformation Client: Deutsche Telekom, internal project The goal of Deutsche Telekom is to focus internally on embedding user-centricity and an innovation driven mindset into the company’s corporate DNA. Design is used to trigger various forms of forward-thinking transformation using new processes, new mind-sets and new methods. The team developed a diversified training portfolio which is customized to the different target groups: teams, experts, leaders and top executives. View the whole project here.
WINNER OF THE 2016 SERVICE DESIGN AWARD FOR BEST STUDENT PROJECT
Submission Category: Student, Non-profit / public sector Project title: Leaving Care Service: Re-designing interactions when discussing where a young person may live as they leave care Name: Gayle Rice Client: Glasgow City Council Leaving Care Service Gayle Rice PhD from The Glasgow School of Art won the first Student Service Design Award with a project for the Glasgow City Council - Leaving Care Services (LCS). Rice’s project redesigned interactions between young people leaving care and the support they receive within the process. An important topic to cover as young people with care experience feature prominently in statistics about vulnerable young adults. Glasgow City Council now aims to roll-out this design to 3 additional LCS centres and there are opportunities to share the template of this design with other local authorities in Scotland and further afield. View the whole project here.
Moving Towards Network-Conscious Service Design: Leveraging network visualisations
While user-centric approaches to service innovation proved to be effective, innovators often omit that the focal user is not the only one influencing the decision for or against a new service. For example, when examining the introduction of social service robots in an elderly care setting, the final decision is influenced not only by the elderly (the focal actor), but also by family members, friends, GPs, nurses, and other professional service providers.