Service Design Award Winners & Finalists

We are thrilled to announce the finalists for the Service Design Award 2024, curated by the Service Design Network. These remarkable projects have set a new standard in service design, showcasing innovation, creativity, and impact across various sectors.

After a rigorous evaluation process by our esteemed international jury of experts, fourteen projects have been shortlisted in three categories: Professional Commercial, Professional Non-profit/Public Sector, and Student. These finalists represent the very best of service design, and their exceptional work is helping to shape the future of our industry.

We invite you to explore these inspiring projects and join us at the Service Design Global Conference 2024 in Helsinki, where the winners will be announced on October 3, 2024. This is your chance to see firsthand the groundbreaking work that is pushing the boundaries of what service design can achieve.

Congratulations to all our finalists! Your contributions are a testament to the power of service design to transform experiences and create meaningful change. We look forward to celebrating your achievements at SDGC24. Take the opportunity to be part of this exciting event and witness the unveiling of the best in service design.

Special thanks to our jury, led by Luis Alt (Head of Jury), Birgit Mager, Cathy Huang, Satu Miettinen and Brian Gillespie and Service Design Award Project Lead - Sonja Jazic. 

Professional Commercial Finalist

Professional Commercial Finalist

Absa ChatWallet

Company: Absa Bank

Country: South Africa

Client: In-house Project

Summary:
In Africa today, over 350 million people are excluded from formal banking – whether by choice, or by circumstance. Customer barriers include perceived costs, banking complexity, limited geographical and technological access, and a lack of trust. People still largely use cash which is risky to carry and costly to use. In South Africa, six million people are "underbanked" - withdrawing their entire salary or wages from an account into cash every month. Another 12 million people are "unbanked" with no bank account at all.

Over 56 billion payments are made every year in the informal economy in South Africa and expanding financial inclusion will be closely linked to the digitisation of cash. In 2023, one of the most advanced payment systems in the world was launched, enabling interbank payments in less than 10-seconds and with low to no fees. As the adoption of smartphones grows exponentially, Africa is poised for a new way of banking and Absa, one of the largest African banks is well placed to deliver.

Professional Commercial Finalist

Professional Commercial Finalist

Designing Professional and Empathetic Barrier-free Banking Services in Taiwan, Joining Hands with Industry Peers to Break Through Competitive Mindset, Comprehensively Implementing Inclusive Finance

Company: Taipei Fubon Commercial Bank Co., Ltd.

Country: Taiwan

Client: OurCityLove Social Enterprise Co., Ltd, Taiwan

Summary:
For financial customers, an accessible environment means that everyone can make convenient and independent choices, including sign language communication for the hearing-impaired, audio reading services and signature assistance for the visually impaired, using easy-to-read financial service manuals in advance to reduce anxiety, and elderly individuals over 65 can easily understand the business process through explanatory enlarged graphic and text designs on transaction. Taipei Fubon Bank has steadily implemented these services over the past three years as part of its inclusive financial service concept.

Taipei Fubon Bank seeks to bring everyone into a financial-friendly service network and become the first financial institution to break through competitive thinking. As of April 2024, 26 hearing-impaired customers had used sign language translation services at Taipei Fubon Bank branches. Over 1,800 people with disabilities use Taipei Fubon Bank's signature and reading assistance tools to exercise their right to sign and read, thereby improving their quality of life. Furthermore, over 9,000 people with intellectual disabilities or those in need have used Taipei Fubon Bank's simple guides to practice interaction processes with the bank before transactions, reducing fear and avoidance of dealing with the bank.

Professional Commercial Finalist

Professional Commercial Finalist

Insurance Innovation: Market Expansion and 20% Revenue Growth with Service Design

Company: Hellon

Country: UK

Client: Vodafone

Summary:
In 2020, a leading telecommunications company entered the digital insurance market to diversify its offerings and leverage its extensive customer base. This initiative aimed to integrate insurance with telecom services, enhancing customer loyalty. The company faced a saturated market with intense competition and regulatory challenges. Initial attempts through retail channels resulted in low conversion rates of just 2%. The target market included existing telecom customers across various European countries, influenced by significant cultural differences. The objectives were to develop a customer-centric digital insurance offering, increase conversion rates, and seamlessly integrate with existing telecom services.

The project began with extensive research, combining qualitative and quantitative methods, engaging 159 participants across Spain and Germany. Methods included interviews, surveys, contextual diary tasks, stakeholder interviews, and literature reviews. Insights on customer preferences, cultural nuances, and behavioral profiles guided the design phase.  Using a triple diamond approach and future-back methodology, the team conducted co creation workshops, prototyping, and iterative testing to refine the product concepts, ensuring they resonated with user needs.

Professional Commercial Finalist

Professional Commercial Finalist

Translating Design: Bridging Disciplines for Impactful Healthcare Spaces

Company: J5 Design

Country: Canada

Client: Calgary Foothills Primary Care Network

Summary:
A Primary Care Network (PCN) needed to consolidate multiple clinics and providers into a single physical space. The project required collaboration between four key parties: the PCN leader, an interior design company, healthcare providers, and a service design company.  The objective was to design a clinic that meets the needs of its users through an innovative and collaborative process bringing together the best approaches from each profession.

Our service design company reframed our role from designer to translator. We aimed to create a better healthcare experience by creating new channels for providers, patients, and other professions to design for impact.

Professional Commercial Finalist

Professional Commercial Finalist

Unlocking Employee Growth and Business Success through Service Design

Company: Thoughtworks

Country: USA

Client: In-house Project

Summary:
Today, Thoughtworks is a leading technology consultancy, operating in 19 countries with 10,500 employees. In 2015, we had about 5,000 employees, and everyone knew each other. Offices were hubs for connection, networking and uncovering opportunities. However, after our rapid growth, IPO, and the pandemic, business expectations shifted. Employee numbers doubled, and office attendance declined. We faced several challenges.

This project was developed in-house at Thoughtworks through a partnership between the Talent business function and the IT department. Experience designers and service designers led the effort within cross-functional teams in the IT department. Initiated in 2016, the endeavor to develop and refine our talent ecosystem has continued for the past eight years.

Professional Non-Profit Finalist

Professional Non-Profit Finalist

Co-Design of an Agreed Consultation & Participation Process for Disabled Person’s Organisations

Company: Context Studio

Country: Ireland

Client: Dublin City Council

Summary:
In 2022/23, Context Studio collaborated with Dublin City Council (DCC) and various Disabled Persons Organisations (DPOs) to co-design a new consultation process for disabled persons organisations. Under the United Nations Convention on the Rights of Persons with Disabilities these organisations must be consulted by the city as a matter of priority on decisions which impact their lives.

The project brought together three key groups: staff from DCC, elected representatives (councillors), and representatives from Disabled Persons Organisations. It had four phases: discovery, co-design, pilot, and review.

Professional Non-Profit Finalist

Professional Non-Profit Finalist

Community Health Model in AP

Company: Noora Health

Country: USA

Client: Noora Health, Andhra Pradesh National Health Mission

Summary:
Over the last decade, Noora Health's Care Companion Program (CCP) has effectively leveraged service design to improve public health outcomes. In 2023, the state government of Andhra Pradesh (AP), India, collaborated with Noora Health to adapt the CCP for 259 healthcare facilities, including 177 community-based Health and Wellness Centers (HWCs). The goal was to enhance patient recovery and well-being by training family caregivers on important health behaviors via Community Health Officers (CHOs).

Ayushman Bharat, a flagship healthcare initiative in India, aims to provide health insurance coverage and quality healthcare services to the marginalized, leveraging over 131,500 HWCs nationwide for comprehensive care. HWCs offer services from preventive to curative measures despite challenges like infrastructure deficits and inadequate training. Serving diverse populations across rural and urban areas, our needs assessment revealed high illiteracy rates, reliance on elder guidance, and traditional healthcare beliefs among the community.

Professional Non-Profit Finalist

Professional Non-Profit Finalist

Modernising Singapore’s Employment Pass Legacy Systems to Deliver Seamless Customer Services

Organisation: Ministry of Manpower

Country: Singapore

Client: Work Pass Division

Summary:
MOM’s 18-year-old monolithic legacy employment pass IT systems had cumbersome customer and employee user experiences, which resulted in low customer satisfaction. MOM sought to transform and modernize the legacy systems, to meet the demands of Singapore’s dynamic economy and labour market and reduce businesses’ costs in transacting with MOM.

This project focuses on the design of the Work Pass Integrated Systems-Employment Pass
(“WINS-EP”). MOM set out to create digital services that are resilient, adaptive and simple, and deliver a seamless customer experience.

Professional Non-Profit Finalist

Professional Non-Profit Finalist

The Future of Home: Accessible and Affordable Housing Solutions that Support the Social Inclusion of People with Developmental Disabilities

Organisation: Action Lab

Country: Canada

Client: Canada Housing and Mortgage Corporation, Leston Holdings Ltd.

Summary:
The Future of Home project was a social innovation lab aimed at creating housing and support models that are affordable, accessible, and foster social inclusion for people with developmental disabilities. The project brought together a diverse group of stakeholders, including individuals with developmental disabilities, their families, service providers, funders, architects, advocates, and housing developers. It was a collaborative effort between Skills Society Action Lab, Inclusion Alberta, Civida, and Homeward Trust, funded by the Canada Mortgage and Housing Corporation National Housing Strategy.

The primary goal was to address the critical shortage of housing that meets the unique needs of people with developmental disabilities in Canada.

Professional Non-Profit Finalist

Professional Non-Profit Finalist

Transitions In Care

Organisation: Intermountain Health

Country: USA

Client: In-house Project

Summary:
Our unique Teen to Adult Healthcare Transition project started in 2023, stands out because it addresses the significant challenge of transitioning from pediatric to adult healthcare. Developed in collaboration with Intermountain's CX Design team, this initiative is a proactive step to support adolescents in managing their health as they transition to adult care.

Our project, born from collaborative discussions between pediatric healthcare leaders and our service design team, responds to the consistent voices of patients. These patients expressed confusion and difficulties in navigating the health system independently. Clinical leaders and community stakeholders also identified a gap in service provision, necessitating a redesign of the pediatric patient transition to the adult care journey.

Student Finalist

Student Finalist

Connect & Adopt: Shaping Adoption Journeys

University: National Taiwan University of Science and Technology

Country: Taiwan

Client: Industrial Technology Research Institute, Ministry of Agriculture

Team: Design Innovation Thinking Lab

Summary:

The "Connect & Adopt" project aims to innovate adoption services at public animal shelters
in Yilan and Hualien Counties, Eastern Taiwan. This initiative introduces fifteen innovative
solutions focused on process guidance, human-pet compatibility, consistent service
delivery, and owner education, aiming to increase adoption rates and manage shelter
pressures.

In 2015, Taiwan amended the Animal Protection Act to prevent the euthanasia of unclaimed
or unadopted stray animals within twelve days. This led to increased shelter populations,
highlighting the need for efficient adoption services. Our project reviewed and redesigned
the adoption service experience to address these challenges.

Student Finalist

Student Finalist

Goodwill Storyshare: The Journey of Kindness

University: Savannah Collage of Art and Design

Country: USA

Client: Goodwill

Team: Ruiwen Shou, Miao Hu, Weiwei Tang, and Baohua Song

Summary:
The project aimed to revamp the donation and purchase processes at Goodwill, introducing a new service flow that connects donors and customers through story cards. These cards convey the narratives behind second-hand items, enriching the meaningful and enjoyable experiences of donation and purchase. The initiative sought to optimise Goodwill's second-hand sales chain to better support its charitable services within the community.

Goodwill, a non-profit organisation, focuses on providing employment opportunities and training to individuals in the community through the sale of donated second-hand items. The project operates within the second-hand retail sector.

Student Finalist

Student Finalist

Service Design for NORCS

University: NORC Innovation Centre/University of Toronto

Country: Canada

Client: In-house Project

Team: Mia Mo, Robyn Carino, and Samiha Essakhi

Summary:
Canada's rapidly aging population demands innovative housing and care solutions to support older adults' desire to age in their communities. Naturally Occurring Retirement Communities (NORCs) is an innovative model that integrates health, social, and physical supports directly within apartment buildings, community housing and condominiums with a high density of older adults. NORCs present an alternative with the potential to lower healthcare costs for older adults while improving healthcare outcomes and satisfaction.

We addressed this challenge by collaborating with frontline care providers and backstage support staff. We mapped and blueprinted the new service while developing a digital tool to empower NIC’s frontline staff and easing data collection and coordination for backstage staff. The project centered on a digital employee portal, however the team applied Service Design coursework and co-op experience from Bridgeable to expand beyond the silo of traditional UX. The portal served as a site for negotiating and tangibilizing key components of the new service model and the work extended to non-digitial touchpoints and broader service processes and policies.

Student Finalist

Student Finalist

What Can I Do !?

University: SRH Berlin University Of Applied Sciences,Berlin School of Design and Communication

Country: Germany

Client: In-house Project

Student: Nimisha Priya

Summary:
"What Can I do!?" is an innovative hybrid service aimed at eliminating the misconception
surrounding clothing donation, traditionally viewed as an altruistic act. In light of the relentless damage inflicted by the fast fashion industry, this product offers a holistic ecosystem designed to empower users, cultivate conscious decision making and foster a community committed to reshaping the narrative for a more sustainable future both socially and environmentally. Historically, clothing donation was perceived as a charitable gesture, serving the practical purpose of assisting the less fortunate. However, the rise of fast fashion has transformed this narrative into a grim reality, with overconsumption leading to the disposal of vast quantities of clothing.

Shockingly, statistics reveal that approximately 80% of the staggering 92 million tonnes of clothing produced annually find their way into landfills or incinerators, exacerbating environmental degradation.

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