Get to know the outstanding projects from the 2016 winners and finalists
Project Title: elAC - Intensive Ambulatory Care ProgramClient: Philips Hospital to Home
Submission Category: Professional, Commercial
Take a look at the project poster
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 as a case study.
Project Title: Greenhouses - Prototyping for ChangeClient: The Employment Agency of Sweden
Submission Category: Professional, Public Sector / non-profit
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 as a case study.
Project Title: Design-Driven TransformationClient: 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.
Project Title: Apollo - Reinventing the BookstoreClient: 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.
Project title: Leaving Care Service: Re-designing interactions when discussing where a young person may live as they leave careClient: Glasgow City Council Leaving Care Service
Category: Student, Non-profit / public sector
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.
PROFESSIONAL FINALISTS 2016
Project Title: Kudoz: A learning platform for people with disabilitiesClient: possAbilities, Simon Fraser Society for Community
Category: Professional, Public sector/Non-profit
Kudoz is a new learning & volunteer platform in British Columbia. Think: AirBnB for real world learning. People with cognitive disabilities (Kudoers) book in-person learning experiences with community hosts. Kudoz comes from two years of deep ethnography and service prototyping, and is now scaling inside 3 large disability organizations. Growing Kudoz in a system predicated on rationing formal care - versus activating informal supports - has required rethinking practice, policy, and procurement. We’re using Kudoz for a bigger purpose: to create conditions for continuous innovation within Canada’s social sector. Read more about the project here.
Project Title: Radical ChangeClient: SKL, Swedish Association of Local Authorities and Regions
Category: Public Sector / non-profit
With an increasing speed in social change, a growing societal complexity and more demanding citizens, the Swedish local governments face tremendous challenges. These challenges can no longer be met by traditional methods – radical approaches are needed to support innovation and increased speed of change.
Together with SKL, Swedish Association of Local Authorities and Regions, Doberman formed ‘Radical Change’ (Förändra Radikalt), a service innovation and education program, aimed at establishing service design methodology in the Swedish local governments. Read more about the project here.
Project Title: Kingdom
Client: Herita, VDAB, Gustaf, VUB and Buoabo
Category: Professional, Methodology
Kingdom is a card game that facilitates a methodology we developed in our service design assignments at Knight Moves over the past 1,5 years. The method combines the strength of play, the power of co-creation and the immersion of storytelling. Kingdom was designed to define new service strategies and boost engagement in service design projects, but we’ve seen it work well in any kind of workshop or brainstorm. Read more about the project here.
Project Title: Rural Mobility 2.0Client: Westhoekoverleg, Fiets Beraad, VVSG, Lijn, Agentschap, Innoveren & Ondernemen, Vlaandern and Design Vlaanderen
Category: Professional, Commercial
Solving mobility poverty through service design- Mobility poverty is a societal problem shared by many rural areas worldwide. This project applied service design to provide answers from a new perspective.
Currently, while urban centres see ever growing populations and a modern approach to their mobility demands, mobility problems in under-served rural areas are easily overlooked. Read more about the project here.
Project Title: Far Beyond MedicineClient: MAM Nuclear Medicine and Genetics
The challenge for Aryaú Design was to create the difference, a new identity to the clinic, focused on the specific needs and requirements of patients and its internal public.
We started by drawing a company profile, from the beginning, with strong participation and synergy with the staff through casual meetings and in-depth interviews. We followed doctors, nuclear medicine technicians and nurses on their routines in handling and administrating radiotracers, exams and issuing medical reports. We also followed the receptionists in scheduling examinations, patient care, delivery of examination reports and relationship with doctors and health insurance. We have created with our client the need to focus on employees to ensure effectiveness in the implementation and sustainability of the deployed solution. Read about the whole project here.
Project Title: Extreme Customer Orientation in InsuranceClient: GJENSIDJE
Category: Professional, Commercial
Insurance companies are not generally regarded with much affection yet Norwegian insurer Gjensidige has some of the most satisfied customers in the country regardless of industry. In just four years, they managed to move from 77th to 11th place in the Norwegian customer satisfaction ranking, across all industries. This is due to what they call ‘extreme customer orientation’ - the product of dedicated leadership and transformation across services. Livework has worked with Gjensidige since 2007 in a long-term strategic partnership, supporting them on challenges ranging from selfservice strategy to training and design of CRM interfaces for call centre staff. During the relationship, Gjensidige and Livework ran a total of over 200 face-to-face interviews with staff and private and commercial customers, looking for improvements and innovations. This yielded lasting insights on internal issues that staff deal with on a day to day basis, and what customers really value. Read more about the project here.
Project Title: Performance and Development Discussion ModelClient: City of Helsinki
Category: Professional, Prublic Sector/Non-profit
The City of Helsinki is a big organization, in which performance and development discussion are a major part of the HR development activities. Unfortunately, the current discussion models are outdated and not serving their purpose anymore. Previous research commissioned by the City of Helsinki about the usefulness of the development discussions process found out that only 39% of the personnel found the conversation useful.
Hellon was briefed to reimagine and update the performance and development discussions process to increase the perceived usefulness of the discussions both by managers and their employees. New kinds of participatory tools and service design methods as well as design games were needed to build an inclusive process that would take into account the wide range of end users. Read more about the project here.
Project Title: City of Melbourne, AccessibilityClient: City of Melbourne
Category: Professional, Methodology category
Our research focussed on members of the blind, deaf and deafblind community. With assistance from VicDeaf and Able Australia, we recruited nine deaf people, six blind people and two people with deafblindness to participate in the research. These service providers also assisted in the development of a set of bespoke co-design research methods to address the unique needs of those with vision and hearing impairment, ensuring that all participants could actively participate. This included things like printing research materials in Braille and collaborating with expert translators for our deaf and deafblind participants. Read more about this project here.
Project Title: IoT Service KitClient: Internal Project
Category: Professional, methodology Take a look at the project poster
The Internet of Things (IoT) has been the†term on everybody’s lips for some time now. Still, IoT is currently still an underemployed field of study with regard to Service Design. When Engineering Director, Paul Houghton and UX Designer, Ricardo Brito from Futurice searched for tools in order to develop proposals for IoT services they found nothing available to utilise. Recognising a need for such a tool , the developer and designer duo harnessed their creativity to create this helpful framework.
The IoT Service Kit is a cocreative means for exploring usercentric interactive scenarios. Its goal is to merge physical and digital realities into feasible digital services. The Kit supports not only service designers, but multidisciplinary teams too, to develop services at the edge of available technology. Read more about the project here.
STUDENT FINALISTS 2016
Project Title: Project Circular Opendesk
University and Degree: Royal College of Art, Master's Degree
Category: Student, commercial
The Circular Economy model was as the starting framework for our project. We decided to focus on the waste stream from the furniture industry, especially focusing on wooden furniture.
Currently we are undergoing a new industrial revolution, especially with the spread of technologies like 3D printing, who are democratizing design.
Our vision of the future of furniture involves an approach to open source. Why is that? Because when comparing the guidelines for developing a circular economy with those of the open source world it becomes clear that there are many overlaps and similarities: practical requirements for transparency, repairability, modularity, open standards, etc. Also, in order to make the circular economy a reality, there is a big need for collaboration, and having an open source approach to it nurtures this kind of behavior. Read the full case study here.
Project Title: In Their ShoesClient: Center for Institutional and Homecare Services in OsloUniversity and Degree: Oslo School of Architecture and Design, Master's Degree
Category: Non-profit, public sector category
This project was done in collaboration with Utviklingssenter for sykehjem i Oslo (the Center for Development of Institutional and Home Care Services in Oslo). The Center for Development is focused on improving elder care in the city of Oslo, and run many different projects at the same time. This particular initiative was focused on the daily routines of staff members and improving their communication initially focusing on their analog systems, books, papers, and binders for passing along messages. Torunn Wibe, the project manager, reached out to my school after a decision to include service design methods in their project. She had already gathered a project team with representatives from five different homes in Oslo. We started by looking for the reasons why small, daily tasks of nursing home employees get forgotten and fall through the cracks. Read the full case study here.
Project Title: Innovating in Cancer CareClient: Anderson Cancer Institute at Memorial Health University Medical CentreUniversity and Degree: Savannah College of Art and Design, Master's Degree
Category: Student, public Sector & methodology
Cancer survivors and their families and friends who are currently fighting cancer often describe their experience as devastating and overwhelming. Based on the National Cancer Institute’s data, approximately 39.6% of men and women in the US will be diagnosed with cancer at some point during their lifetime. One of the biggest issues with the cancer experience is the ambiguity of the process. Oftentimes, people feel lost, alone, isolated and unsure of what to expect: they don’t know what will happen next, what resources are available or who to talk to. Read the full case study.
Project Title: On The Same Page
Client: Sykehjemsetaten, Oslo Nursing Home AgencyUniversity and Degree: Oslo School of Architecture and Design, Master's Degree
Category: Student, non-profit/public sector
During the Fall of 2014, Sykehjemsetaten, the Nursing Home Agency, in Oslo was beginning to restructure nursing homes. The Nursing Home Agency is the largest operator of nursing homes in Norway and the second largest municipal agency in the city of Oslo. In response to a mandate from the Department of Health, Seniors, and Social Affairs, 4 Health Houses were formed from existing nursing homes. These Health Houses would no longer accept long term patients. Instead, they would act as short term facilities focused on rehabilitation. The remaining 44 nursing homes in Oslo would in turn treat only long term patients, providing care until end of life. The division of short term and long term care would make it possible to proviede more efficient and effective care to Oslo’s aging population. 24 homes would be required to change their operational models, some already functioned as longer term care only. Read the full case study.
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