SERVICE DESIGN AWARD 2018 WINNERS & FINALISTS

We are excited to announce this year's Service Design Award finalists selected by our international jury of service design experts. These projects are internationally recognized as benchmarks of world-class service design.

Sixteen projects in the three categories of Professional Commercial, Professional Non-profit / Public Sector, and Student were nominated for the Service Design Award 2018. 

On October 11, 2018, during the Service Design Global Conference in Dublin, Head of the Jury Kerry Bodine and President of SDN Birgit Mager took the stage to co-host the Service Design Award Ceremony and announce the finalists and six winners selected by the international jury of service design experts. 

Select the project titles to read the full case studies and find out more.

2018 SERVICE DESIGN AWARD WINNERS

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WINNER - BEST IN PRIVATE SECTOR

DIGITAL WAYFINDING DESIGN & PROTOTYPE by Continuum

Category: Professional Commercial 

Client: Southwest Airlines, Four Winds Interactive

Location: United States 

Summary: In 2017, a major airline made some big changes to its brand. They rolled out shiny new planes. They outfitted their people in stylish new uniforms and revamped their cabins. Their in-flight game was tight, but when customers walked through the door of the airport, their experience wasn’t quite up to the same level.

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WINNER - BEST IN PRIVATE SECTOR

"Baby"-Reducing Stress and Increasing Parent Spend Through Design by Hellon

Category: Professional Commercial

Client: Musgrave 

Location: United Kingdom 

Summary: The service design project objective from the client, Ireland's largest grocery retailer Musgrave, was to create a compelling value proposition and design a differentiating customer experience for parent and baby shoppers to visit the stores and for those already using the stores, to spend more active shopping time within the store.

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WINNER - BEST IN PRIVATE SECTOR

Project Phoenix: Service Design for Tesco Bank by Modern Human

Category: Professional Commercial

Client: Tesco Bank 

Location: United Kingdom

Summary: A leading UK bank asked our design practice to partner with them to design a complaints experience that would turn customers who have had their complaint resolved into advocates; empower customer service representatives to do their jobs more efficiently, and identify opportunities for long-term service improvement.

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WINNER - BEST IN PUBLIC SECTOR

Developing a Police Force's Digital Experience for Citizens by Fjord

Category: Professional Non-Profit/Public Sector

Client: West Midland Police

Location: United Kingdom 

Summary: In 2014, one of the largest police forces in the UK committed to a radical transformation programme that would help the force meet current and future policing needs, manage citizen expectations and reduce cost across its operations. 

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WINNER - BEST CULTURAL CHANGE IN THE PUBLIC SECTOR

Public Sector Development based on User Needs by Innovationsguiden

Category: Professional Non-Profit/Public Sector

Client: The Swedish Association of Local Authorities and Regions (SALAR)/ Sveriges Kommuner och Landsting (SKL)

Location: Sweden

Summary: Innovationsguiden is an ongoing project that aims to support and reinvigorate the Swedish public sector in collaboration with citizens through service design. This is done by providing various forms of support to municipalities, county councils and regions to work with user-driven innovation in their development work.

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WINNER - BEST STUDENT PROJECT

CON+ Optimizing pet adoption service in the shelter by Design Information & Thinking Lab

Category: Student

University: National Taiwan University of Science and Technology

Location: Taiwan

Summary: CON+ is an innovative service design that aims to improve the process of stray animal adoption in animal shelters with both online and offline channels. It covers different parts from pre-adoption data collection to post-adoption problem-solving. 

2018 SERVICE DESIGN AWARD PROFESSIONAL FINALISTS 

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KRAFTENS HUS by Kraftens hus

Category: Professional Non-Profit/Public Sector

Client: RCC (Regional Cancer Center West), Chalmers University of Technology / CHI - Centre for Healthcare Improvement, Knowit Insight

Location: Sweden

Summary: “Kraftens Hus” is a social innovation project based in Sweden designed by, for and with cancer-affected. A collective user-driven design work led by a service designer has resulted in the establishment of a sustainable NGO, an open meeting place and a new way of working for the involved parts.

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Debt Collection Experience by MagiaLiquid

Category: Professional Commercial

Location: Chile

Summary: Our client wanted to improve their debt collection experience, making it easier for consumers to pay their debts, helping them in the refinancing process, and improving customer loyalty towards the State Bank. 

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Boost+Inno Project by Laurea University Of Applied Sciences

Category: Professional Non-Profit/Public Sector

Location: Finland 

Summary: We created a Boost+Inno service hub for innovators to boost innovations. Our university faced a challenge: R&D work was not generating innovations. The university could produce an excellent level of research and development activities (R&D) but in innovation activities the results were low.

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The Intelligence Augmentation Design Toolkit by Futurice 

Category: Professional Non-Profit/Public Sector

Location: Finland

Summary: The intelligence augmentation design toolkit and the associated workshop demystifies machine learning and helps non-tech experts to create smart service concepts. Using the toolkit requires neither a technical background nor any coding skills. The consists of four sets of cards, a map, two canvases and a booklet.

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Da Vinci - Service Portfolio Design at Enterprise Scale by FromHereOn

Category: Professional Commercial

Client: British Telecom 

Location: England 

Summary: Codenamed Da Vinci, this global programme is transforming BT's 13,000-person IT department to become ‘an IT service provider of choice’. The project is shining a light across the wider enterprise on how to run service design-led transformation at scale.

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Transforming the Mortgage Buying Experience by Wipro Digital

Category: Professional Commercial

Location: Ireland 

Summary: Our client, is one of Ireland’s pillar banks and the market leader for mortgages. But in 2016, it was becoming a victim of its own success. A surge in mortgage applications put pressures on its ability to deliver a seamless experience for every customer.

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Smart Cities Made Human by City of Calgary - Civic Innovation Lab

Category: Professional Non-Profit/Public Sector

Client: Government 

Location: Canada

Summary: In 2017, the Federal Government announced a funding opportunity for municipalities related to Smart Cities. As our municipality considered a bid, the dominant question being asked was: What can technology offer the city? 

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User-centric governance: a nation-wide redesign for permit applications by Koos Service Design

Category: Professional Non-Profit/Public Sector

Client: Rijkswaterstaat Kwaliteits Instituut Nederlandse Gemeenten (KING), VNG Realisatie

Location: Netherlands 

Summary: Our client, responsible for the design,construction, management and maintenance of the main infrastructure facilities in the Netherlands, aims at offering all information through one digital portal (Digitaal Stelsel Omgevingswet).

2018 SERVICE DESIGN AWARD STUDENT FINALISTS 

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Redesigning Field Hospital Handover by Charlotte Fountaine

Category: Student

Client: Médecins Sans Frontières

University: Royal College of Art, London

Location: United Kingdom 

Summary: We developed a new hospital handover process for an international humanitarian non-governmental organisation. The organisation deliver aid and medical care worldwide, ineffective handover is wasting a significant amount of doctors and hospital management staff time. 

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ALKE by Vasiliki Karaoglou, Ji-Young Lee

Category: Student

University: Royal College of Art, London

Location: United Kingdom 

Summary: In the UK, there are more than 11,500 new cases of brain tumours every year, which is equal to a 34% increase in the incidence rate of brain tumour since the 90s. At least 102,000 children and adults are currently living with a brain tumour in the UK alone.