Service Design Award 2017
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
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
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
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
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.
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.
