Service Design Award 2017

WINNER - THE BEST COMMERCIAL PROJECT

WINNER - THE BEST COMMERCIAL PROJECT

Redefining the TELUS Renewals Experience 
by Bridgeable

Client: TELUS

Location: Canada

Summary: Customers can really hate renewing their mobile phone contract. The service design team at TELUS, one of Canada’s largest mobile service providers, worked with Bridgeable to reimagine and redesign the experience, greatly reducing costs in the process.

WINNER - SYSTEMIC CHANGE IN EDUCATION

WINNER - SYSTEMIC CHANGE IN EDUCATION

Design In Schools Australia - a design and education collaboration 
by Design Managers Australia (DMA)

Client: Macquarie Primary School

Location: Australia

Summary: Supporting young people to learn through practice and solve problems within their community through service design.

WINNER - ORGANISATIONAL IMPACT IN THE PUBLIC SECTOR

WINNER - ORGANISATIONAL IMPACT IN THE PUBLIC SECTOR

217 million worth of mobility services developed based on personas 
by Muzus

Client: The Municipality of Rotterdam

Location: Netherlands

Summary: The municipality of Rotterdam faced the challenge of setting up a tender for the transport services for the elderly (from 75 years of age) and persons with disabilities. This complex system consists of up to 17,000 transport movements per day in the dense city of Rotterdam with a budget of €31 million per year. Muzus put the client at the core of the mobility services in Rotterdam, using personas as the base for the tender procedure.

STUDENT WINNER - ORGANISATIONAL IMPACT IN GOVERNMENT

STUDENT WINNER - ORGANISATIONAL IMPACT IN GOVERNMENT

Servizz Design by Ella Walding

Client: The Goverment of Malta

Location: Malta / UK

University and Degree: Master in Service Design at The Royal College of Art

Summary: Servizz Design is a set of service design tools aimed to create change in the Government of Malta, and which has the potential to create change in any organisation. These tools have been implemented in Servizz.gov, a one stop shop in Malta that citizens can use as a single point of contact for all public services.

STUDENT WINNER - BUSINESS INNOVATION IN THE PRIVATE SECTOR

STUDENT WINNER - BUSINESS INNOVATION IN THE PRIVATE SECTOR

Smart Black Taxi Service: Flo by Hyunyim Park, Jaehyun Park and Culainn Boland-Shanaha

External stakeholders: TFL Project Coordinator, RCA Service Design Head of Program, RCA Project Coordinator

Location: UK

University and Degree: Master in Service Design at The Royal College of Art

Summary: The project aims to tackle London’s air quality challenge with a service design approach together with the experience of Transport for London’s Experience Design Team, enabling people to be an active agent of change, to change habits and choose sustainable transport choices.

                             2017 PROFESSIONAL FINALISTS

Money Coaching at Capital One 
by Capital One

Client: Christian De Pace Business Director, Capital One Cafés

Location: USA

Summary: 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.

Mahi-Mahi project 
by Apitropik

Client: Askora Plus S.L.

Location: Spain

Summary: How to move from serving food to designing an experience? A catering company named Askora from the Basque district in Spain wanted to improve their services for school canteens.

Airport Experience - Commercial Journey Vision 
by Essense - Service Design

Client: Schiphol Group - (Amsterdam Schiphol Airport)

Location: Netherlands

Summary: 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.

CATEGORY: Professional, COMMERCIAL & STUDENT COLLABORATION

GSA & RBS: Future Bank 2025 - According to Generation Y
by Glasgow School of Art MEDes students, MIDes and BDes new graduate team

Client: The Royal Bank of Scotland (RBS)

Location: UK

Summary: The student team developed the company’s emerging user-centred design process and integrated a future forecasting methodology. They conducted in depth user research and designed service concepts, personas and a future world context that continue to impact the user-centricity of RBS projects.

Delivering Easy, Effective, and Emotionally Satisfying Experiences for Veterans 
by Doblin Deloitte and The Department of Veterans Affairs

Client: United States Department of Veterans Affairs

Location: USA

Summary: In 2015 in the midst of increased public scrutiny, a loss in Veteran confidence and a lack of employee engagement, VA took 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 to improve Veterans’ experiences with VA.

NSB Train Replacement services 
by Uniform Strategisk Design AS

Client: NSB (the Norwegian State Railways)

Location: Norway

Summary: In 2014, around 15.1 million train passengers in Norway were affected by “planned” and “unplanned” train problems causing delays. In latter situations, train passengers are offered bus transport as a replacement for their train journey. In 2014 NSB and Uniform started working on a service design project and service design has now been adopted as the methodology and approach to large, complex and mission-critical problem issues.

                                  2017 STUDENT FINALISTS

HIZA Case Study: Reducing patient anxiety
and uncertainty throughout their care in a hospital for the elderly
by Carolina Pizatto Girardi

Client: Hospital do Idoso Zilda Arns

Location: Brazil

University and Degree: BA in Graphic Design at the Universidade Federal do Paraná

Summary: 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.

Communi.Care by Lina Antolínez, Diana Sánchez, María Andrea Luque & María Ordóñez

External Stakeholder: Healthcare staff at FSFB Hospital, Juan Manuel Gonzalez (Student Advisor), Christiaan Job Nieman (Student Advisor)

Location: Colombia

University and Degree: Master Studio: Service Design at Universidad de Los Andes

Summary: Communi.care is a set of tangible interventions within the internal patient transportantion service at FSFB Hospital that will facilitate communication and make clear shared responsibilities among nurses and the support team to take care not only for patients but also for co-workers.

Factory NextGen by Szu-Ying Chen

External stakeholder: SME Manufacturers in Taiwan

Location: Taiwan / UK

University and Degree: Masters in Service Design at The Royal College of Art

Summary: Taiwan’s small and medium manufacturing industry is in crisis. Factory NextGen seeks to address this issue by building bridges between the young and old workforce.