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A hierarchical classification of co-creation models and techniques to aid in product or service design

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A hierarchical classification of co-creation models and techniques to aid in product or service design

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I don't know if it's properly correct, but it could be our fil rouge in terms of design process (?)

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Experience based Co design and Healthcare Improvement Realizing Participatory Design in the Public Sector

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Focus on Chapter 4
Kampong

As part of the project, Experientia also worked with Singaporean agencies and ministries to devise community-focused concepts for elderly residents in the Kampung Admiralty residential block.

However, we can complement family support with community support. We can create more opportunities for friendship and mutual support among seniors and their neighbours in the community.

The Wellness Programme will be implemented at suitable community facilities for seniors to interact, make friends, attend health talks and exercise classes. The community facilities will also serve as health services delivery points for health screening.

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Singapore: a city for people ageing gracefully

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Singapore: a city for people ageing gracefully

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Experientia developed 8 personas to begin the process of designing for behavioural change and explore solutions like ageing-in-place, peer-to-peer support and community platforms to solve some of the elderly healthcare issues. Participatory workshops allowed stakeholders from the public to be part of this process generating 12 main user-centred design concepts. In two multi-day innovation workshops with healthcare and public service stakeholders, representatives from the healthcare industry and public sector joined Experientia and DesignSingapore Council in Singapore. Here we introduced the challenges the participants face on a daily basis, showing video clips from the research to reveal the human faces behind the research. The stakeholders developed service concepts that would suit the unique characteristics of Singapore.

https://www.experientia.com/portfolio/singapore-a-city-for-people-aging-gracefully/

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DesignSingapore Council

Singapore: a city for people aging gracefully

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Singapore: a city for people aging gracefully

DesignSingapore Council

DesignSingapore Council asked Experientia to explore health and wellness for the elderly in the Singaporean public sector.

We conducted ethnographic research and participatory design workshops, as part of a drive to develop design-led innovation for the health industry.

1. Design ethnography and service design - Experientia explored current healthcare experiences of the aging population in Singapore through design ethnography identify opportunities for design-driven innovation in public healthcare. We identified opportunity areas for design-driven innovation in the Singaporean public healthcare space to help Singapore create the right conditions to support a rapidly aging society.

2. Interactive map of findings - The interactive map allows people to browse the personas alongside field research videos, that communicate the research findings in the participants' own words.

3. Long lasting impact - The findings have been incorporated in the Health Ministry's ongoing Action Plan For Successful Ageing, and guided the development of a new residential impact.

Singapore is proactively addressing the problems of a rapidly aging society

We explored what is like to grow older in Singapore today, carrying out contextual interviews and shadowing with elderly people, their carers, and people with the healthcare industry.

In participatory design workshops with Singaporean stakeholders, we introduced experience design guidelines and created concepts and strategies to improve the elderly healthcare system in Singapore.

Our 8 personas show different experiences of aging and using the healthcare system in Singapore.

Our customer journeys maps show the typical issues the participants experiences as they tried to manage their health.

Context By 2030, Singapore will experience a profound shift in its age demographics with the elderly population increasing by three times. This calls for a radical change in perspective on how care can be better delivered to the elderly. Challenge To prepare and plan for that change, The DesignSingapore Council's Asian Insights and Design Innovation (AIDI) programme embarked on a Rethinking Health and Wellness for the Elderly project to look into developing design solutions that better meet the needs of the elderly in Singapore, and asked Experientia to carry out an extensive research and analysis project , including a workshop with participating public agencies and services from the Singapore healthcare system. Research The project started with an understanding of global trends in elderly healthcare services. This was then followed by a design ethnography study through interviews and shadowing - to gather deep qualitative insights into the habits and behaviours of the elderly and to identify trends, behaviors and gaps in the interaction between elderly people and the healthcare system. From the observations, we learned about how the elderly think, act and feel towards managing their health at home and their needs and wants. Experientia developed 8 personas to begin the process of designing for behavioural change and explore solutions like ageing-in-place, peer-to-peer support and community platforms to solve some of the elderly healthcare issues. Participatory workshops allowed stakeholders from the public to be part of this process generating 12 main user-centred design concepts. In two multi-day innovation workshops with healthcare and public service stakeholders, representatives from the healthcare industry and public sector joined Experientia and DesignSingapore Council in Singapore. Here we introduced the challenges the participants face on a daily basis, showing video clips from the research to reveal the human faces behind the research. The stakeholders developed service concepts that would suit the unique characteristics of Singapore. Design Experientia team designed an interactive map of findings, a rich database resource that invites stakeholders to explore and be inspired to innovate and design relevant solutions for the ageing population. The concepts were useful to guide Singaporean healthcare agencies to create strategies, policies and services. The results of the project were compiled in a handy publication for further use in Singapore and freely available for anyone. As part of the project, Experientia also worked with Singaporean agencies and ministries to devise community-focused concepts for elderly residents in the Kampung Admiralty residential block.
Co-creation workshops prototyped key policy decisions on ageing, health and housing. Impact Experientia's report recommendations were widely reported in the Singapore press and were integrated in the Government's $3billion  Action Plan for Successful Ageing ( website -  pdf -  press release -  press article). The Kampung Admiralty residential block has been completed. It incorporated many of the concept ideas that were co-created in the Experientia-lead workshops.

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Singapore: a city for people aging gracefully - Experientia

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DesignSingapore Council Previous A new branchless bank model Next Reinventing customer and supplier interactions in flooring Singapore: a city for people aging gracefully DesignSingapore Council DesignSingapore Council asked Experientia to explore health and wellness for the elderly in the Singaporean public sector.

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Official Case Study

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https://www.mercycorps.org/research-resources/syrian-girls-puberty

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"I asked my mom about the period, she only told me it's blood." - 11-year old Syrian girl
Download the case study ▸
Puberty is tough anywhere. In Za'atari refugee camp, the day a girl gets her period can be an abrupt end to childhood: adults may restrict her mobility and socializing, shutting the door on opportunity and fueling school drop out, child marriage and early pregnancy.

Young girls in Za'atari turn to older teens to understand their changing bodies, but there is a lack of accurate, positive and adolescent-friendly information. Through Wisdom and Information on Sexual Health Education by Girls - WISE Girls - nine Za'atari teenagers decided to design and lead their own puberty education program for tween girls. At its heart is the girl-authored storybook, Jazirat Al Zohour (Island of Flowers), which blends reproductive health education, peer support and leadership skills in a fun way for tweens.

What helps girls to dream up, create and lead sexual and reproductive health (SRH) solutions? Human-centred design (HCD), an approach refined by our partner IDEO.org that Mercy Corps uses to put girls at the center of our work in Jordan.

Over a year, Mercy Corps worked through HCD stages with Za'atari teens to identify SRH education gaps, then prototype, test and iterate solutions. The girls chose a solution that fits their needs - the story of Zahra, a Syrian girl who gets her period and is taken on a magical journey to learn how and why she is changing and who to ask for support.

The teenagers read the story aloud to spellbound groups of 11 - 13-year-olds, acting out the characters and engaging the tweens with games and quizzes. Blood, breasts, body hair - nothing is off-limits in these storytelling sessions for girls, by girls. Sessions end with emoji ratings and a charge to share the story with other girls and family members.

The teen educators are helping over 120 tweens safely navigate menstruation and have sparked organic growth of SRH storytelling and information sharing in the camp. The HCD process has helped girls build assets and agency in the program and in their households.

The onset of puberty presents a valuable opportunity for girls to educate and support each other, and to build confidence, voice and leadership skills. HCD and flexible funding partnerships are proving to be catalysts for girls' empowerment and gender-intentional SRH solutions.
Read Ayah's blog post about WISE Girls ▸ Read a case study on integrating a menstrual cycle tracker into WISE Girls ▸

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Syrian Girls Guide Tweens Through the Mysterious World of Puberty

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Young girls in Za'atari turn to older teens to understand their changing bodies, but there is a lack of accurate, positive and adolescent-friendly information. Through one of our programs, nine Za'atari teenagers decided to design and lead their own puberty education program for tween girls.

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Together with the girls, we co-created an immersive experience, WISE Girls, where lessons about puberty and life skills are taught through storytelling and self-organized group activities. In this judgment-free zone, teens support tweens through the physical and social elements of puberty, replacing stigma with strong peer relationships, clear information, and personal empowerment.

https://www.ideo.org/project/mercy-corp-jordan

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Together with the girls, we co-created an immersive experience, WISE Girls, where lessons about puberty and life skills are taught through storytelling and self-organized group activities. In this judgment-free zone, teens support tweens through the physical and social elements of puberty, replacing stigma with strong peer relationships, clear information, and personal empowerment.

In order to ensure the health information is consistent and reliable, the program's more practical information is anchored in a storybook. Older girls read the book to their younger peers, introducing the character of Zahra, an 11-year-old who wakes up with blood in her underwear and embarks on a fantastical and awkward journey that equips her for the changes to come. In order to help cement the lessons taught in the book, the older girls have the freedom to develop their own games and activities in each session, building their own confidence and leadership skills along the way.

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For girls in the Za'atari Refugee Camp, there is no safe place to learn about puberty. Myths and misinformation about health and hygiene are pervasive, and cultural taboos often leave girls feeling a sense of shame. As part of the Amplify program, IDEO.org partnered with Mercy Corps Jordan to...

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Kent County Council (KCC) worked with the RED team to promote more active lifestyles and potentially reduce chronic disease among their population. KCC proposed to work in a deprived area of Maidstone in and around the Park Wood estate.

The design outcome was the Activmobs concept, an informal self- organising group between 2 and 15 people (a mob), formed around a shared activity that could benefit health and well-being (for example, dog walking). Activmobs provided an on- line platform that would support the creation, registration and validation of each mob, and tools to motivate people to sustain their group activities.

https://thensmc.com/resources/showcase/activmob

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Co-creation role in healthcare

Self-organised groups

Community

Peer-to-peer support

Prevention

Information

Changing lifestyles

More complex system: different diseases, shift from infective to chronic

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Paradigm shift in healthcare

RED

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Co-creation and the new landscapes of design

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Co-creation and the new landscapes of design

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Precise definitions

Shift from user-centred design approach to participatory design

User-centred design approach is not enough anymore to address the scale or the complexity of the challenges we face today.

The role of the user: co-designer?
FOUR LEVELS OF CREATIVITY

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PAPER 5 For Proit, for GoodDeveloping Organizaions through Service Design

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PAPER 5 For Proit, for GoodDeveloping Organizaions through Service Design

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Home health care in South Africa includes basic health care and help with activities of daily living with the support of semi- trained health care workers. Basic human services, such as attendance for sick people, are an essential part of South Africa's health care system. Home health care is essential in small communities where hospitals are far and few between and people suffer from diseases such as tuberculosis, HIV/AIDS, and drug and alcohol problems. Child care is another critical issue. Services include coordinating and ensuring appropriate care in the health and home environments of communities. However, those providing home-based care in South Africa are struggling with challenges such as: long distances, network issues, language barriers and weather conditions, as well as communication problems between health care providers. All of these issues make services too complicated to reach when they are needed.
The goal of the workshop model is to first clarify current processes, needs, and challenges from the client's perspective. Second, these needs and challenges are addressed through task-focused methods by creating new approaches, i.e. mobile services or applications with the help of prototyping tools. The workshop model uses the service design approach, which means that some pre-information data is needed, which is usually collected by by observing and interviewing the end users of the service. Basically, the workshop model contains four main phases: 1) ieldwork, 2) an understanding workshop, 3) a prototyping workshop, and 4) a testing workshop.

Service design is crucial when developing health services because its human-centered approach appeals to very sensitive individuals.

The PARTY project has ideniied a four-phase paricipatory
development process: learn, idenify, train and build
Service design enabled the PARTY project to work at two diferent levels. The first was a strategic level where service
design was used to enable the empowerment process. The
paricipatory development process embraces diferent stakeholders and communiies in a social innovaion process where four phases – learn, idenify, train and build – play a signiicant role. On the second level, service design is used in workshops with the stakeholders and community members to acivate the paricipants and to help them to discover the lifeime goals through pracical engagement and doing. These two levels work together to enable change.

https://d1wqtxts1xzle7.cloudfront.net/54572722/FOR_PROFIT_FOR_GOOD_FINAL_PDF-with-cover-page-v2.pdf?Expires=1646747968&Signature=BQspsf2x2E-UP-XlclKOZ9RMRxinVfFs35F9bD8Oc1I6D~mcevPFqvdobNaUhnBl0yCH8jZ~1ckFe3c2taSO9BM~hTKQpio9XPeAUwK5ogcnNqDFlnQhlMUcioz--hCYLU8oDTA-LHlGM1VpR20OWkx6FtK9paE0lFCUvFeezYdvMyAH2T0S1MiI7mvil2WPbwN2WlKiBa9HHCszcTZA7rhz7WRb6SsNvKknnM7uQ4lZkPpDC4vzxAnBC8qBs2a4IXM1svL-HFTA5Q7fFEXa7vK4RYwZ~zekvfKwE-Fns3xsEa4MNtOVUaZEHglBlQhmL1EykB~vyw3oPZSEEPC1ng__&Key-Pair-Id=APKAJLOHF5GGSLRBV4ZA#page=49

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Many cities across the US include struggling neighborhoods that have historically received low levels of civic investment and as a result see a high degree of mistrust between residents and municipal agencies. At Gehl, we have seen that in these types of neighborhoods, people-first planning can serve as a tool to rebuild trust and create a strong sense of community ownership over the public realm. We are honored to have been part of this process in the Historic Northwest neighborhood in West Palm Beach, Florida.

#community #spacedesign #commonspace #neighborhoods #pilot

https://gehlpeople.com/projects/north-rosemary-avenue-pilot-project/

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Pilot Projects, West Palm Beach, USA - Gehl

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Many cities across the US include struggling neighborhoods that have historically received low levels of civic investment and as a result see a high degree of mistrust between residents and municipal agencies. At Gehl, we have seen that in these types of neighborhoods, people-first planning can serve as a tool to rebuild trust and create...

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PAPER 4 Service design tools for stakeholder dialogue and youth empowerment in Africa

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PAPER 4 Service design tools for stakeholder dialogue and youth empowerment in Africa

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https://eprints.whiterose.ac.uk/133156/1/symplectic_Service%20design%20tools%20for%20stakeholder%20dialogue%20and%20youth%20empowerment%20in%20Africa_TT.pdf

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PAPER 3 Service design tools to engage marginalised youth in San Communities of Southern Africa

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PAPER 3 Service design tools to engage marginalised youth in San Communities of Southern Africa

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This paper reports the findings as part of a EU funded project which focuses on the participatory development with the Youth in marginalised communities of Southern Africa.
It discusses the advantages of the adoption of Service Design methods in providing selfawareness, engagement and active collaboration among participants. Based on the literature review of Social Innovation, Participatory Design and Service Design, a framework is proposed and suggests a different overview of the role of individuals in a contemporary community, with the aim of identifying features that enable and empower the youths as change agents in their communities. A tool book is created as a result of a selection of the most effective tools and techniques developed and used in a series of workshops carried out with local Youth.

KEYWORDS: participatory design, service design, youth empowerment, design process, marginalised youth.

The model: me, me+, me++
1- The actions related to understand the sense of self-awareness to collect and tell personal stories has being defined as the most suitable action to explore people sense of identity. 2-  the call to participate, leveraging on the sense of belonging, helps in mapping the community and giving roles to the participants, guiding the generation of new common ideas. Two other phases follow, called 3- Evolution and 4- Action, which are related to the
implementation of the idea into a service, its production and delivery.

To resume the four actions related to the four phases are:

1. Collect stories (Storytelling is a powerful way to exchange and address the barriers to knowledge transfer within community members)  ME

2. Building a common vision (The actions aim to start group participation in the process, working on a sense of community. The workshops included in this phase are the most generative)  ME+

3. Look for resources (aiming to find resources to support the implementation of the ideas generated in the previous step) ME++

4. Let s make it (The final and operative phase)

CONCLUSION
Applying service design methods to engage youth of indigenous communities definitely helps in enabling creative and collaborative ecosystems, supporting the participants in discovering their being  designers : a process which starts from the self-awareness of the potential they have in creating a change in their community and ends with action plans that potentially have impact on their own lives and future. The suggested framework (ME, ME+, ME++) has been useful to structure the different phases of the co-design sessions with the Youth

https://www.researchgate.net/publication/326368085_Service_design_tools_to_engage_marginalised_youth_in_San_Communities_of_Southern_Africa

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Design experiments for better collaboration

Cooperation and co-creation are crucial

One of the biggest challenges the project faces is in the coordination and cooperation across the municipalities, as well as the different service sectors of health, employment, and education. And that’s where EGGS comes in. Together with StimuLab, and administered by Difi and DOGA, we contributed with service design. The project applies user insights and conducts experiments to find the best solution for the new municipality’s citizens.

https://eggsdesign.com/work/case/three-municipalities-become-one

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Three municipalities in western Norway, Fjell, Sund and Øygarden, merged into one, called Øygarden Kommune. How can we use this as an opportunity to design new ways of working together to serve citizens better? EGGS has teamed up with the municipalities to create the ideal model. Services for vulnerable children and teenagers are the starting point.

Cooperation and co-creation are crucial

One of the biggest challenges the project faces is in the coordination and cooperation across the municipalities, as well as the different service sectors of health, employment, and education. And that's where EGGS comes in. Together with StimuLab, and administered by Difi and DOGA, we contributed with service design. The project applies user insights and conducts experiments to find the best solution for the new municipality's citizens.

Joining three municipalities requires a large amount of coordination and cooperation to succeed. Both between the municipalities but also across sectors and areas of responsibility.

Insights through experiments

Vulnerable children and teenagers require high quality and coordinated services to avoid the pain of bureaucracy. They demand effective collaboration and excellent communication. The snag is understanding how to go about that. What's called for is a model that offers quality services that are consistent and equal, yet flexible enough to meet citizen's needs when they arise. By creating design experiments for the municipality, we tested different hypotheses and gathered insights from things that have failed to find new ways of working together - methods prompting solutions that are of maximum benefit to all.

Teenagers and children are a vulnerable part of the population and therefore it's extra important that public services for them are well-coordinated and of high quality. This requires effective communication, collaboration, consistency and flexibility.

Familielos - a holistic concept

After having tested ideas and experiments with a diverse group of experts, employees, and citizens, the concept Familielos was created.The idea is to catch families who are in need of several different services from the municipality, and who risk falling between the cracks due to a lack of cooperation between different departments. The concept still needs to be tested further before it can be implemented in the entire municipality.

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Nye Øygarden - Three municipalities become one

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Three municipalities in western Norway, Fjell, Sund and Øygarden, merged into one, called Øygarden Kommune. How can we use this as an opportunity to design new ways of working together to serve citizens better? EGGS has teamed up with the municipalities to create the ideal model.

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PAPER 2 Design probes and toolkits for healthcare:Identifying information needs in Africancommunities through service design

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PAPER 2 Design probes and toolkits for healthcare:Identifying information needs in Africancommunities through service design

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ABSTRACT
Design practice as a problem solving strategy explores ways of addressing challenges in organisations, communities, healthcare and many more. The process is usually human centered, but in certain contexts, it is devoid of user inputs. The process starts with exploring a context and identifying the problem. We propose a service design approach that uses visual strategies of probing to empathise, among others, with users to find ideas that could be used to solve problems. In this study, the authors explore a co-design process developed to gain insights into healthcare, and access information needs of mothers in South Africa and Ghana. During these design processes, probes and toolkits were used to emphatically respond to the contexts and needs of participants. Through this process, health information needs and sources of participants were identified. The authors infer that probes are viable research tools to gain better understanding, when designing with users in African communities.

Keywords: Co-design, Design Probes, Empathy, Maternal Healthcare Information, Service Design

https://www.researchgate.net/publication/319564878_Design_probes_and_toolkits_for_healthcare_Identifying_information_needs_in_African_communities_through_service_design

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PAPER 1 Service Design with Communities in Africa: the case of UFISA 

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PAPER 1 Service Design with Communities in Africa: the case of UFISA 

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ABSTRACT
The objective of this study was to investigate how service design can be used in community-centered design in Africa and what kind of service design processes could benefit local communities in developing innovative services and applications. The article argues that Service Design can be used to include community members and stakeholders in the community-centered development process, making it a practical and participatory development tool in the African context.  The results show that community-centered design and service design can contribute to the empowerment and sustainable development of local communities.

Keywords: UFISA, Design, User-Centered Design, Africa, Community Centered Design.

Methods and tools that can be applied at different stages of the design processes: client insight and context understanding, ideation, concept design, implementation, testing, and evaluation with African communities.

Service design bridges the areas of cultural, social, and human interaction. As a participatory approach, it focuses on the collaboration of the researcher and participants instead of establishing the researcher as the expert in the field. The use of different design methods, design research, design thinking, and various visualization techniques connect the different perspectives of stakeholders during the service design process. Service designers employ methods that aim to empower users as they are invited to actively participate in the service design process. Co-design work is done on a regular basis, and new innovative methods are developed to allow for inclusion, creativity, and involvement.

The participatory development approach is usually described and implemented in four phases: 1. Research (this is where the development problem is defined. All relevant stakeholders can be involved in this process) 2. Design  (defines the actual activities. A participatory approach helps both the quality and relevance of the suggested interventions) 3. Implementation (is when the planned intervention is put into practice) 4. Evaluation (ensures that the most significant changes are voiced, brought to common attention and assessed).

[FROM AFRICAN STUDENTS TO AFRICAN COMMUNITIES]
--> SERVICE DESIGN PROCESS WITH AFRICAN COMMUNITIES
1.  identifying a community to work with
2. selection of methods and tools that could be applied in this context
3. immersive familiarization process to the contextual understanding and community/participant insights.*
4.  co-design sessions or workshops with the community members helped in both creating sustainable solutions as well as testing and evaluating the same
5. concept design phase where a number of solutions were shared in different visual and verbal formats
6.  implementation of the concepts in the communities over a period of time

*In most cases, at the beginning of each case study the participants used several instruments such as in-context immersion and other related instruments, e.g. interviews, observations, probes, photography and focus groups).

CONCLUSION
The strength of this project was based on the way in which local students and facilitators from the hosting institution with those from visiting institutions collaborated. This created a space for sharing local experiences and contextually relevant insights. The project developed services and tools, which helped community organisations to find innovative or radical solutions to the challenges they were facing = empowering the community and forming of a more permanent innovation ecosystem

https://www.desisnetwork.org/wp-content/uploads/2019/06/SERVICE_DESIGN_WITH_COMMUNITIES_IN_AFRIC.pdf

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CASE STUDY 1 Improving Health through Mobile with GSMA

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CASE STUDY 1 Improving Health through Mobile with GSMA

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THE CHALLENGE
to help more people access essential healthcare information via mobile technologies, with a focus on commercially viable and sustainable mHealth solutions.

THE OUTCOME
frog and GSMA supported the evolution of Healthy Pregnancy, Healthy Baby (HPHB), an mHealth value-added service (VAS) in Tanzania that delivers pregnancy and newborn health and nutrition content via SMS. The information provided is also leading to real behavior changes and an increased understanding of critical topics such as doctor-recommended breastfeeding practices.

USER CENTERED
Each mHealth service is designed with real users in mind, informed by design research that allowed the team to develop a richer understanding of how people access, store and share vital health information with and without their mobile phones. Workshop of co-design session with locals.

https://www.frogdesign.com/work/gsma-health-innovation-through-mobile-design

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CASE STUDY 2 Empowering Women to Prevent HIV

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CASE STUDY 2 Empowering Women to Prevent HIV

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THE CHALLENGE
Redesign the HIV prevention experience to increase uptake and adherence among young women in South Africa and beyond.

THE OUTCOME
“V,” an unexpected brand, product and service experience that women actually want.

How can design create an experience that makes women want to use HIV prevention products like microbicides?
Under the joint moniker Project EMOTION, CONRAD and IDEO successfully received funding through USAID, in conjunction with other consortium partners. Together, the team embarked on a multi-year effort to design and test a radically new approach to increasing demand for and adherence to HIV prevention.
To ensure the work was human-centered, the collaboration began with extensive fieldwork in high-risk areas across South Africa. Alongside local research firm Instant Grass, IDEO visited clinics and people’s homes, and held salons and group picnics. The team talked to young and older women, mothers, couples, and male partners. The team learned that while women wanted to protect themselves, they avoided clinics and anything that appeared associated with medical care for fear of the stigma of being seen as sick.

https://www.ideo.com/case-study/empowering-women-to-prevent-hiv

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CASE STUDY 3 Backpack PLUS Community Health Toolkit UNICEF

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CASE STUDY 3 Backpack PLUS Community Health Toolkit UNICEF

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THE CHALLENGE
design a comprehensive toolkit to empower and activate Community Health Workers (CHWs) making them more efficient.

THE OUTCOME
The Backpack PLUS toolkit consists of key physical, digital, and service level components needed to elevate the effectiveness of CHWs; it includes a series of strategic frameworks designed to map and support CHW programs.  Consistent package design helps CHWs work more efficiently. Smartphone-based digital solutions complete the package to help CHWs effectively diagnose patients, replenish their supplies and report on their visits.

USER CENTERED (RESEARCH + CO-DESIGN)
frog conducted extensive design research in Uganda and Senegal to better understand the real-world needs of CHWs. The team uncovered a broad range of obstacles, from a lack of regular training sessions and access to crucial medical supplies, to fragmented data management systems. Additionally, CHWs have their role regularly questioned by the greater healthcare system around them. Following a human-centered innovation process, the team directly involved CHWs in the design of new tools and solutions aimed at improving the quality of service they provide to their communities.

https://www.frogdesign.com/work/backpack-plus-toolkit

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Seven million children are estimated to die every year due to lack of basic health resources. Community Health Workers (CHWs)-often unpaid volunteers-are frequently the last-mile of hope for many young patients dealing with malaria, pneumonia and diarrhea.

UNICEF, the MDG Health Alliance, and frog collaborated with more than 60 organizations over a four-month period to shape a set of holistic solutions intended to empower and activate CHWs.

frog conducted extensive design research in Uganda and Senegal to better understand the real-world needs of CHWs. The team uncovered a broad range of obstacles, from a lack of regular training sessions and access to crucial medical supplies, to fragmented data management systems. Additionally, CHWs have their role regularly questioned by the greater healthcare system around them. Following a human-centered innovation process, the team directly involved CHWs in the design of new tools and solutions aimed at improving the quality of service they provide to their communities.

Based on the research, frog identified CHW archetypes and created an integrated toolkit comprised of key physical, digital, and service-level components required to elevate the effectiveness of CHWs.

The Backpack PLUS toolkit includes a set of strategic frameworks aimed at mapping and supporting CHW programs. These strategic assets are complemented by diagnostic aids to remind CHWs of the key steps to follow before, during, and after a patient visit. Consistent packing design helps CHWs work more efficiently. Smartphone-based digital solutions complete the package to help CHWs effectively diagnose patients, restock their supplies, and report on their visits. To close the loop, an iconic CHW emblem establishes quality of service and value delivered to communities.

The Backpack PLUS toolkit is a first step to help CHWs deliver the core healthcare services often sorely lacking in vulnerable communities all around the world.

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Backpack PLUS Community Health Toolkit | UNICEF Case Study | frog design

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Seven million children are estimated to die every year due to lack of basic health resources. Community Health Workers (CHWs)-often unpaid volunteers-are frequently the last-mile of hope for many young patients dealing with malaria, pneumonia and diarrhea.

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Hi Dubai. Discover the city with one click.

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HiDubai is a disruptive digital service that brings together citizens, businesses and Government. It’s a solution that offers every business in Dubai the opportunity to have its own online presence. HiDubai uses the most advanced technology to collect all the knowledge and experience from its users, to provide them with information that are trustworthy, relevant and tailored around their needs.

The more people use it, the more common knowledge is created, and both citizens and businesses benefit from it. It’s a service that unleashes Dubai’s potentiality, allowing it to connect minds, integrate services, create links and foster growth. HiDubai puts in connection a whole city, helping people find everything they need, from services to business. It’s helpful, informative and easy to use: the whole city in a click.

www.doing.com

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BRINGING THE INTERNET TO AFRICA’S FORGOTTEN ISLAND

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On paper, the Democratic Republic of Congo is extremely rich in natural resources, having an estimated $24 trillion in untapped mineral deposits. However, it is still ranked 176th in the world, in the lowest tier of countries in terms of human development by the U.N.

Over the past few years one of Fjord’s founders, Mike Beeston, has been working hard in the most troubled region of Kivu in the east of the country. Together with local people he has founded ‘Ensemble Pour La Difference’, a fantastic not-for-profit organisation that provides design and innovation mentorship, along with loans to small businesses that provide value to the community.

Fjord has been involved with Ensemble, most recently in one of their core initiatives called ‘First Light’. The aim of First Light is to help Congolese people build prosperous, sustainable businesses owned and run by local people – empowering Congolese people to own their own development and foster progress, peace and stability.

Fjord has been able to get involved thanks to the Fjord Innovation Fund – The Innovation Fund provides support for great ideas that apply the design craft to social causes and extend the boundaries of the design discipline.

www.fjordnet.com

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CONNECTING KENYAN CONSUMERS WITH AFRICAN ARTISANS

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Fjord and Accenture Development Partnerships (ADP) joined forces on a Kenyan adventure, designing a user-centric, go-to-market strategy and a prototype for a new service at Kenyan start-up, Lynk.
Lynk works with informal workers in jobs ranging from carpenters and furniture makers to hairdressers and chefs.

Fjord and Accenture helped Lynk to scale its offering by designing a platform that would offer customers a compelling and useful way to buy furniture and engage the services of workers and artisans.

www.fjordnet.com

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Using technology to transform the fishing industry

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Pisces: Built by fishermen for fishermen

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Pisces: Built by fishermen for fishermen

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The opportunity

Ensuring that an innovative, sustainable product is bought, used, and maintained by the users who need it most.

The results

A community of connected fishermen who actively transformed the strategy of a service and product.

wearesnook.com

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From engaging to empowering people, a set of co-design experiments with a service design perspective

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From engaging to empowering people, a set of co-design experiments with a service design perspective

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‘I believe in you ‘– How authenticity of cultural experiences can move a passive consumer to a brand advocate.

‘You’re one of a kind’ – How building individual relationships between visitor and host communities can lead to “brand loyalty” resilient to variant economic climate.

‘I like you 24/7’ – How tailored activity offerings have the potential to overcome the limitations of seasonality by motivating visitors to discover new interests or build on existing ones.

‘Surprise me’ – How co-creation and crowdsourcing of cultural rural experiences can offer innovation and the regulation of supply/demand by stimulating active social capital development.

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A hybrid journey inside the heart of Galapagos

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Silversea asked Sketchin to shape the contents, interactions, and spatial attributes of the Basecamp, the most peculiar feature of the Silver Origin vessel. The Basecamp is an interactive space which offers a new exploration experience to both guests and guides aboard the most luxurious cruise ship of the fleet, exclusively designed for the Galápagos.

Passengers can live a brand new idea of cruise thanks to a hybrid experience that connects on-site expeditions with life aboard the ship. The Basecamp is designed to make guests play with stories of the islands, get insights about their animals and share memories from their adventures, while becoming familiar with the itinerary.

why it is interesting:
- a technological embedded service aimed at valorizing a specific and unexplored territory
- co-creation with the client, intesive field research

source: https://www.sketchin.com/project/silversea-silver-origin-galapagos/

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THE CHALLENGE
Address large-scale issues facing regional farmers in Japan.

THE OUTCOME
fudoloop, a communication tool that provides up-to-date production information from farms, boosting profitability for both producers and agricultural wholesalers.

In recent years, due to shifts in Japan’s demographics, the food industry has faced challenges such as a decrease in market size and a shrinking number of producers. As a result, social impact opportunities abound in this field.
One question that emerged through research was why agricultural producers weren’t utilizing IT. This evolved into “How can profitability be improved for all stakeholders?” and, “How might we create a system that will provide useful data without creating a burden for either farmers or agricultural wholesalers?”

fudoloop is an app that enables farmers and wholesalers to conduct business more profitably by bringing transparency to the fluctuating produce market. Through fudoloop, wholesalers receive information from farmers a day in advance, and can coordinate the various requests of buyers, such as order size, production location and other special requests. As a result, wholesalers can function as “community managers,” doing business with both producers and buyers at a more appropriate price point.

I learned firsthand that innovation doesn’t require amazing cutting-edge technology. Innovation happens when simple, human-centric ideas are brought together.

KENICHI SATO, CMO AT NIPPON JIMUKI CO.,LTD.

https://www.ideo.com/case-study/revitalizing-japans-food-industry-through-design-and-software

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How low-cost sensors and more accurate data can transform farming in Myanmar

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Connecting Smallholder Farmers to Low-Cost Sensors

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Connecting Smallholder Farmers to Low-Cost Sensors

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In a perfect storm of technology, access, and opportunity, IDEO​.org went to work in Myanmar to explore new agricultural applications for low-cost sensors.

After a flurry of research, a myriad of prototypes, and trips to Kenya, Myanmar, and Tanzania, we teamed up with Yangon-based Proximity Designs to build new products that help smallholder farmers better understand their crops.

For farmers in Myanmar, so much of their work is done by feel, not fact. So, in conjunction with Proximity, we’ve come up with a handful of basic sensors that we’re testing now with farmers. We’re betting that simple sensors can accurately inform farmers on irrigation, soil saturation, and what kind of supplies they’ll need to maximize their fields.

www.ideo.org

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Service Design for Rural Heritage Tourism

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Service Design for Rural Heritage Tourism

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This paper will outline how the practice of Service Design can facilitate the creation of sustainable cultural and rural visitor economies, with the help of ICT, social media and crowd sourcing.

Identify how Service Design and its processes, such as co-creation, have the potential to develop cultural and rural tourism economies, which are community centric and allow the often- narrow role of the tourist to be humanised and democratised.

Service Design + Values + Identities + Tourism + Digital

Creation of quality digital platforms and cohesive community centered strategies, enabled by local government and Information and Communication Technology (ICT).

Utilise Service Design processes that treat all stakeholders as co-creators and to work from a basis of a community centered framework that fosters cultural integrity.

Responsible tourism has the duty to minimise cultural alteration, such as loss of traditional values and authenticity.

Service Design approaches (Viladas, 2011):

Service Design for pure commercial gain

Service Design for the solving of collective problems (‘social’ or ‘public’ design, ‘a process of ‘co-creation’ resulting in the common good by means of sustainable solutions).

These two approaches are currently converging because technology and its logic of networks not only permits but encourages co-creation and ‘rather than just being limited to the public sphere, the social aspect of sustainability is becoming a widely shared objective.’ (Viladas 2011).

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Service Design for Rural Heritage Tourism SYCultour 2013 Conference Paper

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ARTICLE 1 Service Design for social innovation in vulnerable contexts: do’s & don’ts

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ARTICLE 1 Service Design for social innovation in vulnerable contexts: do’s & don’ts

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https://uxdesign.cc/service-design-for-social-innovation-in-vulnerable-contexts-dos-don-ts-40ba0bf69b7

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It was not my first time in Africa applying Service Design to Social Innovation challenges, but that didn't make this venture any less exciting, challenging nor life-changing.

'Social innovation is the process of developing and deploying effective solutions to challenging and often systemic social and environmental issues in support of social progress. It refers to new ideas, products and services addressing urgent and complex social questions such as ageing populations, immigration and youth unemployment.'

Stanford University - Soule, Malhotra, Clavier

3 years ago I was part of the EU funded PARTY Project (Participatory Development with the Youth) at PACO Design Collaborative, in cooperation with several Academic Institutions in Europe and Southern Africa. I spent 4 months working on field in Windhoek, Namibia, where marginalised youth & unemployment was the challenge faced at the time.

After a few years of profit work, I was very enthusiastic to reconnect with the Social Innovation field and such themes, while discovering a new Eastern African reality like Uganda, 'the Pearl of Africa', facing the continent's largest pool, Lake Victoria.

This article aims at capturing the approach, tools and reflections on a fantastic rollercoaster of 14 days of research in Uganda, as well as consolidating some Do's & Don'ts to keep in mind while embarking on a Service Design mission in similar vulnerable contexts. I hope it'll be a pragmatic source of inspiration for your next Social Innovation ventures. 💪

Mosquito repellent, post-its & markers, a pretty defined research plan, a lot of question marks, I was (kinda) ready!

Ten and a half hours later, after a stop in Kigali, Rwanda, I was in Kampala, surrounded by dense traffic and Boda Bodas, where it all started.

A Generative Research Approach

You can't have an accurate picture of any user's life without conducting appropriate research. You certainly can't truly empathise with the life of users living in another continent unless present and part of that life yourself. 14 days is a short amount of time, but it was sufficient to tear down that mental and physical gap between my work desk in Amsterdam and the culture end users breath and experience on a daily basis in the rural realities of Uganda.

The purpose of this user research work was to understand the lifestyle, emotions, dreams, barriers, fears and the potential professional ambitions of Ugandan young women aged 14-24 living in marginalised communities. On top of learning and gathering insights on the current status, the aim on field was also to start shifting the perspective to future work possibilities and identify promising areas able to inform our upcoming project steps.

'Generative research is a research approach involving collaborative methods and activities as a way to empathize with users and collect knowledge that is difficult to express with words. It aims at inspiring meaningful solutions for the issue to solve, at early stages.'

The generative research approach adopted has been a combination of participatory workshops and qualitative research methods such as interviews, card sorting and observations: all together allowing me to meet project objectives in a complete and effective manner, maximizing the short time on field available.

Co-creation & Participatory Design

👉 The Benefits

The three workshops organized - one with end users, one with stakeholders & partners and one with a mix of both - aimed at tackling our challenge in a more hands-on manner, creating a safe self-expression space for the locals and myself to explore and discuss. Thanks to their direct involvement, we were able to generate high-level solutions and shape initial future visions. Aside from ideation, such co-creation sessions enabled me to capture research data through small tasks and activities that made the participants engaged and less inhibited to share their personal stories and view. Letting participants 'do something' rather than just talking, really helped to remove frictions and get into a fun and comfortable vibe for all.

👉 The Tools

The following are four extremely simple and easy exercises that I've been testing multiple times in vulnerable contexts. They are so basic but equally powerful, flexible and easy to illustrate that they became my co-creation pillars in this kind of scenario. Some aspects of them (almost) always fit and they are a good initial inspiration for suitable adaptations.

The Big 4: this exercise aims at starting a conversation on a personal level by capturing and sharing life values, specifically the four things the matter to you the most. Anyone can relate to it, it's open enough to allow full self-expression and at the same time, it brings participants' priorities and essentials, on the surface. Based on the nature of your research questions, you can customize it and apply it to fears, dreams, health and any other topic of relevance. In my experience, it worked as a perfect Ice-breaker while giving me the chance to gather rich insights, in little time, from the very start. Try it out!

Opportunities & Barriers Mapping: every challenge has two sides, obstacles on one hand and possibilities on the other. This simple exercise is very effective as a conversation trigger, on-boarding your participants into your problem framework and preparing them for following activities on the topic. Its 'good & bad' analogy makes it easy to receive and embrace by anyone.

Crazy 8's: ideation classic, this exercise is the easiest, quick and effective manner to let participants experience what ideating, creativity and "out of the box" mean. A Crazy 6's or Crazy 4's version is also possible in case of limited time. It'll provide you with high-level solutions to the problem at hand, through the locals' eyes.

The Future CV: a perfect exercise for any challenge concerning self-perception, self-evaluation, skills development and career path. Just by filling in a few fields, it pushes participants to self-reflect and assess themselves to the core. Given my challenge about unemployment, this exercise really helped to get a snapshot of users' present self as well as their projected future self.

Check out the "Design For Change" Manual by Paco Design Collaborative for a broader list of exercises targeted for marginalised contexts. It'll inspire you to pick on point tools and tweak them to fit your case.

Qualitative Research Methods

👉 The Benefits

The qualitative research conducted aimed at gaining insights, directions and nuances into the current status by taking on the perspective of both end users and local stakeholders. These methods allowed fluidity and room for deviation, essential to reach the depth and detail I was looking for. The possibility to expand on participants' responses created the openness to go deeper into the reasons why of their answers, feelings and behaviors.

👉 The Tools

Card Sorting: Card sorting demonstrated to be a great technique to overcome cultural and language barriers. Even though the support from a local translator was necessary, having visual cards with little drawings to communicate the essence of the message has been determinant to make the topic feel less abstract and more approachable. Depending on the role of the person I was conducting the exercise with, I either asked to prioritize the 10 cards available in order of value & potential - from the most promising at the top to the least promising at the bottom - or simply to pick the 3 cards most appealing and interesting to them. This ranking and selection process gave me the chance to expand and explore further the reasoning behind such choices, understanding better participants' point of view.

Interviews: I conducted 16, 30 min conversations with end users and local stakeholders, in combination with the card sorting exercise. This blend made interviewees more engaged and the translation less needed.

Participants should feel as comfortable as possible in expressing themselves, if English is not their top preference, make sure to get a local translator with you. Get your translator on board, make him/her aware of your research objectives and what you want to get out from each interview: this will benefit translation accuracy for the receiver and the way information will be reported back to you. Sharing your interviewing role will be more time consuming than handling it all by yourself: invest in preparation and alignment to take full advantage of this translation support by your side.

Observations & Shadowing: I could observe three end users at their homes, surrounded by their family, everyday life objects and environment, in rural Uganda. This was eye-opening as none of the research activities conducted and highly recommended, although emotionally and psychologically intense. I still remember the overwhelming combination of heat, thirst, smell of burning wood and melancholy in what felt like 'the middle of nowhere', on my shadowing day. The hardest day but also the most revealing.

It won't be a walk in the park, you'll be told stories you won't be able to fix with a magic wand and you'll feel genuinely sad about it. But it's worth the ride since it'll bring solid evidence to your cause towards improving users' lives in a deeply human-centered manner.

To conclude...

Do's

✅ Be human first

Strong empathy and human connection skills will be key to any interaction or activity on field. Think and act as a human first, as a professional next.

✅ Accept to let go

You'll find yourself in a new context, with a new culture and habits. You won't have everything under control, just embrace it with peace of mind.

✅ Consider artefacts to trigger conversations

'Doing something' rather than just talking, can ease users to communicate what is difficult to express with words.

✅ Bring all you need

Flying the supplies from your home location is a good practice to minimize NGOs' costs and impact on them the least. Funding tends to be scarce.

✅ Leave something behind

Prepare a certificate of completion or print a photo for them to take home. Give a small recognition in exchange for participants' time and effort.

Don'ts

⛔ Don't lecture

Remember, you are the outsider. Trigger open conversations and learn from your users and local actors. They are the experts of their reality.

⛔ Don't overcomplicate it

Pick exercises easy to explain and with clear steps for users to go through. Each exercise in your agenda should logically build on the previous one.

⛔ Don't judge

Absorb and digest. Be neutral while collecting research data, don't make conclusions. Considerations and insights shaping your work will follow.

⛔ Don't set unrealistic expectations

Users might hope for you to be the change maker of their lives. Be honest about your contribution as part of a bigger picture, not fully in your control.

⛔ Don't underestimate local support

A local by your side will help you overcome trust, language and cultural barriers, quicker. It always made my work feel more legit to users' eyes.
Thanks for reading! 💛 If you have feedback to share, feel free to say 👋🏾

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Service Design for social innovation in vulnerable contexts: do's & don'ts

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Service Design for social innovation in vulnerable contexts: do's & don'ts Approach, tools and reflections from my latest experience on field in Uganda. It was not my first time in Africa ...

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A Community Centered Design approach to developing service prototypes

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A Community Centered Design approach to developing service prototypes

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ABSTRACT
The importance of using a Community Centred Design (CCD) approach and service prototyping as strategies.
The CCD approach is initially presented, then a service design tool developed for co-design with and within local  communities is outlined and the service prototyping process applied to a field case is defined. The article concludes by highlighting through a case study how service design can improve the quality of life in rururban areas by involving local communities in targeted steps of the process.

KEYWORDS: Community Centered Design, co-design, rapid prototyping.

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Rethinking daycare at New Stavanger University Hospital

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Rethinking daycare at New Stavanger University Hospital

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Employee and patient involvement as a key driver for innovation

As a part of the transition towards New Stavanger University Hospital, the hospital has defined user involvement of both patients and staff as critical drivers for renewal and improvement in the health services. Moving into new hospital spaces means new ways of working. To adopt new working methods, the hospital is involving employees as much as possible. A belief is that good working conditions for employees will provide the best possible experience for the users of the hospital.

https://eggsdesign.com/work/case/increased-empathy-for-hospital-patients

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Exploring what the future daycare unit might look like

In close collaboration with New Stavanger University Hospital's organisational development team, EGGS set out to explore potential organisational models and service offerings for the hospital's daycare unit. The goals were to:

Discover what patients and their families believe is essential when meeting with healthcare staff (nurses, doctors, and surgeons) and what brings an added value to the health care services.

Find ways to break down silos between departments in the hospital to promote closer cooperation and less information hierarchy.

Educate the core team in service design methods to place patients at the heart of future service developments.

To transform ideas into initiatives, we invited a cross-disciplinary healthcare team to a 3-day design sprint. The goal was to ensure that wound patients got faster, better assessment, and quicker treatment, thereby avoiding any further degeneration or chronic issues.

Employee and patient involvement as a key driver for innovation

As a part of the transition towards New Stavanger University Hospital, the hospital has defined user involvement of both patients and staff as critical drivers for renewal and improvement in the health services. Moving into new hospital spaces means new ways of working. To adopt new working methods, the hospital is involving employees as much as possible. A belief is that good working conditions for employees will provide the best possible experience for the users of the hospital.

We made all the user-insights available to healthcare staff. Key findings included patients appreciating when they felt the received empathy from the staff. Also, they highly appreciated when they experienced that the service and communication with healthcare staff was efficient across departments.

40% reduction of waiting time

To transform ideas into initiatives, we held a design sprint with the healthcare staff. The sprint led to the opening of a new wound diagnostic centre in February 2019. This was initially a pilot where the focus was on organising health care personnel around the patients' needs and not the other way around. Since the opening, the new wound centre has been a success, both in terms of staff satisfaction and reducing waiting time for patients. In 2019, the average waiting time was 23,4 days. In 2020, the same number fell to 14 days - a reduction of 40%.

The core team facilitated close collaboration throughout the different phases of the process. The organisational development teams planning expertise helped escort us through a maze of organisational know-how concerning the hospital's working environment, thus bridging the gap between designers and medical specialists.

The goal was to ensure that this patient-group got faster, better assessment, and quicker treatment, thereby avoiding any further degeneration or chronic issues.

We created a detailed process guide, which sums up everything conceived and carried out during the project, so the core team can refer to it while conducting further innovative work.

Feeling safe and empowered

Many patients didn't express health-related concerns to be their most pressing concern when at the hospital. They expected and felt they were met with consistent and high levels of physical treatment. "Feeling safe" and "empowered" were keywords the patients conveyed. A key to that was experiencing good information, a sense of empathy from health care providers and collaboration-efficiency between medical specialists.

This insight is especially significant in light of the current health trends:

There is an increase in people with chronic diseases.

The population is aging.

The available resources for health care have to serve a larger group of patients.

Emerging technology and digitalisation offer new opportunities for healthcare.

The new demands on how hospitals should offer treatment and follow-ups meant it was crucial that we complied and empathized with people's different needs and situations.

Patients would like more empathy and information when being treated. They wish to be seen both as a patient and an individual. And to be included in their treatment plans.
Kristian Leitao, Doctor and Project Manager, New Stavanger University Hospital Organisational Development
Bridging professions through co-creation

Everyone on the core team has been closely collaborating on every aspect of the project, from conducting insight with patients and healthcare staff, analysing and articulating ideas, to planning and implementing the pilot. This co-creation was crucial for the project's success. EGGS facilitated the process. The healthcare staff's planning expertise helped escort us through a maze of organisational know-how concerning the hospital's working environment, thus bridging the gap between designers and medical specialists.

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Rethinking daycare at New Stavanger University Hospital

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In 2024, a new, modern hospital will be completed at Ullandhaug in Stavanger. This provides an excellent opportunity to rethink established routines, such as how healthcare staff collaborates and how to ensure a supporting, empowering, and valuable patient experience. EGGS worked in close collaboration with the hospital's organisational development team to meet these criteria and to explore potentials within the organisation.

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The Value of Codesign: The Effect ofCustomer Involvement in ServiceDesign Teams (2018)

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The Value of Codesign: The Effect ofCustomer Involvement in ServiceDesign Teams (2018)

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Codesign allows a design team to combine two sets of knowledge that are key to service design: Customer insights into latent user needs and in-house professionals’ conversion of promising new ideas into viable concepts. While some studies highlight the potential of codesign, others are more skeptical pointing to a lack of clarity over how the involvement of customers affects the design process and outcomes

https://journals.sagepub.com/doi/full/10.1177/1094670517714060

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Benefits of Co-design in Service Design Projects

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Benefits of Co-design in Service Design Projects

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This is an overview of benefits of co-design in service design projects, in order to help the people involved to articulate more precisely and realistically which benefits to aim for.

https://isfcolombia.uniandes.edu.co/images/2020-intersemestral/18_de_junio/Benefits-of-Co-design-in-Service-Design-Projects.pdf

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Storytelling Group – a co-design method for service design

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Storytelling Group – a co-design method for service design

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Storytelling Group combines collaborative scenario building and focus group discussions. It inspires service design by providing different types of user information: a fictive story of a customer journey is created to illustrate a ‘what if’ world, users tell real-life stories about their service experiences, users come up with new service ideas, and they are also asked about their opinions and attitudes in a focus-group type of discussion.

https://www.tandfonline.com/doi/full/10.1080/0144929X.2011.563794?casa_token=Bv01t3v9NLoAAAAA%3AVzJgl7xqPqF7P2NPUyyEbDhywPbfPCqHSYXYfppbsLc34yPmqn0zww_QNHFTM2X0FELS6-mOLBI

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Singapore: a city for people ageing gracefully

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Singapore: a city for people ageing gracefully

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Experientia team designed an interactive map of findings, a rich database resource that invites stakeholders to explore and be inspired to innovate and design relevant solutions for the ageing population. The concepts were useful to guide Singaporean healthcare agencies to create strategies, policies and services. The results of the project were compiled in a handy publication for further use in Singapore and freely available for anyone.
As part of the project, Experientia also worked with Singaporean agencies and ministries to devise community-focused concepts for elderly residents in the Kampung Admiralty residential block.  Co-creation workshops prototyped key policy decisions on ageing, health and housing.

https://www.experientia.com/portfolio/singapore-a-city-for-people-aging-gracefully/

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THE CHALLENGE

Help Toronto Pearson become a world-class hub that can achieve traveler satisfaction and ensure safety in times of crisis and calm.

IMPACT

These outcomes and the design process enabled the airport to nimbly and safely respond to COVID-19, and prepare and improve its operations for post-pandemic travel.

Toronto Pearson has been named the “Best Large Airport in North America” for four consecutive years and earned the highest passenger satisfaction score for an airport of its size.

THE OUTCOME

An improved security, baggage, and border clearance process, and an internal movement that unites over 50,000 employees around a shared purpose of service.

https://www.ideo.com/case-study/transforming-the-airport-experience-by-putting-passengers-first

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Prototyping and testing to inspire innovation

It's extremely challenging, operationally and physically, to run a seamless baggage experience. Baggage handlers are unsung, behind-the-scenes heroes, lifting and accounting for thousands of 50-pound suitcases per day. Many are contractors who may feel like they don't have a voice, but their role is critical: The number of baggage incident reports, including lost, delayed, or damaged luggage, an airport receives per month is used to measure its overall performance. Like many airports, GTAA struggled with high baggage-related complaints.

IDEO and GTAA noticed the opportunity to elevate and care for baggage handlers. By improving their working conditions and involving them in solutions, baggage handlers could feel empowered and inspired to do their part to serve passengers.

The team collaboratively convened groups of baggage handlers, operations employees, and passengers together to hold a "baggage Olympics." With five core design mindsets to guide the event, the group tested different ideas that could make the baggage process more seamless. Including baggage handlers helped the team ensure the ideas were feasible, and also raised baggage handlers' visibility and vital role within the organization.

One simple but impactful solution the team identified was to create color-coded signage for baggage handlers that could be standardized and more straightforward. In addition to the signs themselves, the group designed and implemented signage guidelines that include everything from optimal mounting placement to a detailed icon catalogue. Ultimately, more consistent and clear signs make it easier and more efficient for handlers to place baggage in the correct induction position in order to transport it to the correct carousel and awaiting passenger.

Having elevated the importance of baggage operations and handlers, this work helped establish a new role and team at GTAA. Darin Juby, Director of Baggage Services, and his team advocate for handlers, take accountability for the baggage experience, and eliminate the silos that once existed between departments that influence baggage operations. Since completing this project, GTAA has experienced a dramatic reduction in baggage incident reports.

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Transforming the Airport Experience by Putting Passengers First

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It's extremely challenging, operationally and physically, to run a seamless baggage experience. Baggage handlers are unsung, behind-the-scenes heroes, lifting and accounting for thousands of 50-pound suitcases per day. Many are contractors who may feel like they don't have a voice, but their role is critical: The number of baggage incident reports, including lost, delayed, or damaged luggage, an airport receives per month is used to measure its overall performance.

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Helping Ford evolve from an automaker to a mobility provider

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Ford - Beyond Cars: Designing Smarter Mobility

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Ford - Beyond Cars: Designing Smarter Mobility

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THE CHALLENGE

Prototype experiments that reframe a car company’s place in a rapidly changing world of mobility.
THE OUTCOME

Two designed, developed, and tested prototypes: a pay-as-you-go insurance offer and a digital tracker that captures how cyclists, cars, and public transport interact in the city.

https://www.ideo.com/case-study/beyond-cars-designing-smarter-mobility

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Tackling the tangled ecosystems of bike sharing, private cars, and open city data proved an international effort. The two projects brought together a multidisciplinary team of researchers, hardware and software developers, data scientists, and interaction, industrial, and business designers from IDEO's San Francisco, Palo Alto, Chicago, and London studios.

Have we cracked the future of mobility? Probably not. And that's okay, says Fields. Smart mobility is simply part of Ford's journey of evolution. Along with global competitions, collaborations with universities, and opening up their hardware and software platform Open XC, these experiments help Ford meet the needs of a fast-changing mobile world. "As we drive innovation in every part of our business," Fields said, "we are determined to learn, to take risks, to challenge custom and question tradition, and to change our business going forward."

More information on Ford's Smart Mobility projects can be found here.

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Tackling the tangled ecosystems of bike sharing, private cars, and open city data proved an international effort. The two projects brought together a multidisciplinary team of researchers, hardware and software developers, data scientists, and interaction, industrial, and business designers from IDEO's San Francisco, Palo Alto, Chicago, and London studios.

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Zalando: innovation for the Online Fashion Retailer

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Zalando: innovation for the Online Fashion Retailer

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THE CHALLENGE

To revolutionize the way Zalando innovates across the organization.

THE OUTCOME

The Studio, a jointly-run IDEO-Zalando innovation lab, a suite of new digital products and services, and a shared language for a new method of working across the organization.

https://www.ideo.com/case-study/driving-growth-at-europes-largest-online-retailer

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Fashion thrives on reinvention. Now, digital platforms and tools are reinventing fashion. E-commerce has reshaped the shopping experience and social media has democratized the once-exclusive industry.

Amidst this furious whirl of change, the fashion platform Zalando, founded in 2008, has become one of Europe's fastest-growing tech companies. Headcount has ballooned to 15,000 and revenues grew 23 percent year over year. More than €1 out of every €100 spent on clothing in Europe is spent at Zalando.

In 2014, Zalando's co-founder and CEO Robert Gentz approached IDEO to help think about the organization's future in the face of increasing competition. Gentz realized that building design thinking capabilities across the company would allow Zalando to make systemic business shifts, like building better experiences for customers, and balancing operational excellence and execution with innovation.

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Driving Growth at Europe's Largest Online Fashion Retailer

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Fashion thrives on reinvention. Now, digital platforms and tools are reinventing fashion. E-commerce has reshaped the shopping experience and social media has democratized the once-exclusive industry. Amidst this furious whirl of change, the fashion platform Zalando, founded in 2008, has become one of Europe's fastest-growing tech companies.

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Mobility as a service (MaaS) is a type of service that, through a joint digital channel enables users to plan, book, and pay for multiple types of mobility services. The concept describes a shift away from personally-owned modes of transportation and towards mobility provided as a service. This is enabled by combining transportation services from public and private transportation providers through a unified gateway that creates and manages the trip, which users can pay for with a single account. Users can pay per trip or a monthly fee for a limited distance. The key concept behind MaaS is to offer travelers mobility solutions based on their travel needs. Specialist urban mobility applications are also expanding their offerings to enable MaaS, such as Transit, Uber and Lyft.

MaaS Italy
The initiative aims to promote data sharing, reusability, and interoperability of transport systems starting from large metropolitan cities where the implementation of MaaS solutions is expected to generate the greatest benefits.
https://innovazione.gov.it/notizie/articoli/mobility-as-a-service-for-italy-la-mobilita-urbana-va-in-digitale/

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Two complementary touchpoints to offer the customer a renewed experience to understand his own expense and become aware of the consumption of electricity and gas.

Golden Compass 2018.

The project stems from the desire of Enel Energia to offer innovative quality services and value to its end customers and to comply with the Italian Authority for Electric Energy and Gas decision (501/2014), which establishes new criteria for the transparency of electricity and gas bills.
The system-service consists of two complementary touchpoints, Bolletta 2.0 and e-Billing, which work synergistically to offer the end customer an improved experience of access to information, from the display of consumption and cost details, to procedures and status of payments, to commercial communications.

https://www.logotel.it/en/case-study/enel-energia-nuova-bolletta-2-0-and-e-billing/

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Almost 75 percent of primary care consultations could be resolved without in-person appointments. Yet, less than one percent of them are actually run remotely, impacting both overall costs and quality of care. In February 2020, frog partnered with HealthHero to launch a virtual primary care venture that aims to bridge this gap; Combining HealthHero’s clinical experience with frog’s Venture Design approach, the team quickly iterated to shape the long-term vision, launch the business and bring to market its first flagship teleconsultation service, MediRedi.
When COVID-19 hit, frog and HealthHero agreed on an ambitious plan to bring the service vison to a marketable MVP that would help alleviate the strain on core healthcare systems during the pandemic.

The solution is a modern cloud-based application that relies on a new API layer to integrate and orchestrate underlying services and systems, and provides the user with a unified view and distinctive experience. This architecture allows HealthHero to adapt to diverse client, patient and healthcare system needs.

From chat services to phone and video consultations, HealthHero delivers effective care by connecting human experts with those in need through digital means—all the while expanding the breadth of what is possible to treat remotely by leveraging the latest technology solutions.

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Designing the Next Era of Telehealth for Europe

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How frog and HealthHero are disrupting Digital Healthcare in Europe by combining human expertise with digital convenience

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A project to redesign the way to park. Simplified urban mobility. The project stemmed from the company’s need to respond to a context in which transport habits are changing dramatically, particularly in big cities.

Thanks to ready to park, the app for smart car owners, for easy and stress-free parking all you need to do is choose one of the available participating car parks from the map and book your parking space, which you can do up to an hour in advance.
The project is an innovative example of how the concept of mobility is changing, increasingly including additional services that enable people to get around the city: ready to park is an extension of the product itself, an additional service.

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Gruppo Mercedes Benz

Customer Experience

Digital Design

Service Design

Ready to park, the new smart service for finding, booking and paying for parking spaces using your smartphone.

Previous page

SERVICES

Customer Experience

Digital Design

Service Design

A project to redesign the way to park. Simplified urban mobility. A customer experience for an iconic brand.

THE CHALLENGE

From the concept to the direct customer experience.

The project stemmed from the company's need to respond to a context in which transport habits are changing dramatically, particularly in big cities.
The challenge was that of including services based around a product with a strong and distinctive personality, focusing on the needs of its end customers, who are very loyal to the German brand. And doing so in the smart's biggest market.

THE SOLUTION

Customer experience,
fast, useful and connected.

With a multidisciplinary team made up of representatives of the smart sales department and technology and operating partner Tico, Logotel supported the development of the service with highly collaborative dynamics.
The project focused on the development of the Customer Experience, from concept to design, and from the planning of the digital "presence" of the service - App and Landing interface and video to support the launch and the physical presence - to communications and support for the network of car park managers and dealers.
Lots of tests were carried out with Customers and potential Customers, who were involved from the start of the planning process. These included explorative workshops, surveys, and in-field usability tests carried out with end users of the service directly in their smart cars.

Car parkings involved in Rome

7

With 'ready to park' , smart - for 20 years an innovative pioneer thanks to its smart urban mobility products and solutions - launches the first of a wide range of services that will enrich the value proposition of the Mercedes city car. The 'ready to' ecosystem is already available to all smart customers, a way for us to express our gratitude to our Italian customer base, traditionally our biggest market.

LUCIO TROPEA
Direttore Sales Smart

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Thanks to ready to park, the app for smart car owners, for easy and stress-free parking all you need to do is choose one of the available participating car parks from the map and book your parking space, which you can do up to an hour in advance.When you get to the car park, use [...]

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Vyoh - A Sustainable Solution for Indoor Air Pollution

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Vyoh - A Sustainable Solution for Indoor Air Pollution

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For hundreds of millions of Indians, intense air pollution is a fact of life. In 2019, the nation’s air quality index was five times higher than the World Health Organization’s recommended exposure levels.

Such poor air quality is widely recognized as a major risk factor for many physical and mental health conditions. Recent research from The Lancet shows once again that its impact on India is significant: in 2019, air pollution was responsible for the deaths of 1.67 million Indians, leading to US$36.8bn in economic losses. Critically, over one third of those deaths were attributed to household air pollution.

That’s why a team of designers and engineers in frog’s Bangalore studio, along with frogs from Milan and Madrid, decided to tackle the problem of indoor air pollution. After conducting initial field research and market analysis, the team identified four key experience principles to drive the conceptualization and design process.

https://www.frogdesign.com/work/a-sustainable-solution-for-indoor-air-pollution

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For hundreds of millions of Indians, intense air pollution is a fact of life. In 2019, the nation's air quality index was five times higher than the World Health Organization's recommended exposure levels.
Such poor air quality is widely recognized as a major risk factor for many physical and mental health conditions. Recent research from shows once again that its impact on India is significant: in 2019, air pollution was responsible for the deaths of 1.67 million Indians, leading to US$36.8bn in economic losses. Critically, over one third of those deaths were attributed to household air pollution.

That's why a team of designers and engineers in frog's Bangalore studio, along with frogs from Milan and Madrid, decided to tackle the problem of indoor air pollution. After conducting initial field research and market analysis, the team identified four key experience principles to drive the conceptualization and design process.

Breathable: Air pollution makes even normal breathing feel difficult, so the solution must make breathing feel more effortless. Natural: Industrial pollution has caused the problem, so the solution must rely on natural and sustainable materials and processes as much as possible. Proactive: Many people are simply unaware that the air in their homes is polluted, so the solution must actively inform users about air quality to enable them to take appropriate action. Affordable: The majority of air filtration systems on the market are unaffordable for the average Indian consumer, so the solution must be less expensive.

After conceptualizing multiple possible solutions , the frog team decided that moss, which effectively filters carbon dioxide and particulate matter, was the perfect natural material to build around. By housing the moss in a connected shell along with various air quality sensors, the team created an integrated filtration and feedback system equipped to provide users with real time air quality data through both mobile and web touchpoints.
Meet Vyoh
This natural, elegant concept further informed the product and brand development, resulting in Vyoh -an intelligent and sustainable biophilic filtration system that requires minimal maintenance and is always on. As this product is targeted for the Indian market, the name 'Vyoh' was created by combining two Sanskrit words related to atmosphere - 'Vyuha' and 'Vayu.'

A typical Indian household has approximately 22 - 60mgs of particulate matter. A Vyoh panel of 470x940mm can eat up to 40mgs of dust and 74gms of CO2 everyday. Based on existing data, a single moss wall of 900 x 1500mm can help to reduce dust and greenhouse gases everyday for a standard 2 BHK apartment in Bangalore, India.

Unlike traditional air purifiers, Vyoh is a discreet and stylish functional element in the home. When manufactured, Vyoh would be roughly half the cost of electric air purifiers on the Indian market, with an initial estimate of ₨4500 ($59/€50).

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A Sustainable Solution for Indoor Air Pollution | Vyoh

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For hundreds of millions of Indians, intense air pollution is a fact of life. In 2019, the nation's air quality index was five times higher than the World Health Organization's recommended exposure levels. Such poor air quality is widely recognized as a major risk factor for many physical and mental health conditions.

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CHALLENGE

How frequent and less frequent travelers choose and plan their trips? What is the role of tour operators in the current scenarios and what are the opportunities to improve their service offer?

PROCESS

We conducted interviews and observations with travellers and travel business representatives (agents and designers) in order to understand their attitudes and perspectives. The insights collected were used to shape a set of personas and inspire new possibilities in terms of product and services.

OUTCOME

A detailed understanding of the travelers needs and expectations (in a post-COVID era) and a set of future scenarios and concepts of experience to direct decision-making.

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Understanding people’s attitudes towards travel planning to reimagine Alidays service strategy

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Doctors love their personal smartphones and tablets as much as the rest of us. But when it comes to work devices, the interaction often leaves a lot to be desired.

Experientia conducted an international ethnographic research project for Intel, exploring the impact that devices such as tablets have on healthcare workers in hospital systems.

The insights were translated into design directions for future tablet based hardware, software and service opportunities within healthcare. A concept prototype shows how a radically redesigned mobile device experience can strongly impact a physician’s point-of-care capabilities.

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Intel

The role of tablets in better healthcare

Previous

XME Salute: integrating insurance offerings with wellness and health practices

Next

A new branchless bank model

The role of tablets in better healthcare

Intel

Doctors love their personal smartphones and tablets as much as the rest of us. But when it comes to work devices, the interaction often leaves a lot to be desired.

Experientia conducted an international ethnographic research project for Intel, exploring the impact that devices such as tablets have on healthcare workers in hospital systems.

The insights were translated into design directions for future tablet based hardware, software and service opportunities within healthcare. A concept prototype shows how a radically redesigned mobile device experience can strongly impact a physician's point-of-care capabilities.

1. Understanding needs of people - Experientia conducted extensive user research in China, Germany, the UK and the USA, visiting hospitals and interviewing and shadowing doctors and nurses, to understand how they behave in a typical day and how they interact with patients, products and services

2. Participatory design - We also conducted participatory design sessions with doctors, exploring their what their ideal work device would do, and how they would interact with it.

3. User interface prototype - Working closely with Intel, we designed a prototype interface of a personal device for use in healthcare systems. We also designed various concepts, including platform or service visualizations, product design sketches, feature ideas, and interaction and user interface solutions.

We mapped all the interactions medical staff had throughout the day, tracing their flows and work patterns.

Illustrated scenarios showcase how better work devices could impact doctors' work, and the standard of care they offer.

Personas illustrated the main insights from the research, highlighting charactertistics of healthcare professionals around the world.

The final interface prototype integrated all the research insights into a platform to help doctors offer better patient care.

Context While most hospitals are run on Intel-based equipment and Intel chips, sometimes with Intel software, the story is very different for mobile devices, and remains so to this day. Doctors and nurses were increasingly using personal or professional mobile devices to interact with the hospital system, which lead to a range of frictions. Challenge The question Intel asked Experientia was quite simple: try to understand what is really going on in mobile devices by medical staff during their daily professional lives, and derive opportunities from that for new products or services that work better with the Intel-based hospital equipment. Research Experientia conducted an international ethnographic research project within hospitals in China, Germany, the UK and the USA, and explored doctors' daily practices, workflows and communication patterns, through in-depth interviews, on-site shadowing, and participatory design workshops. The aim was to explore the impact that devices such as tables have and can have on healthcare workers in hospital systems. We provided detailed analysis of all findings, maps of current device usage and of opportunity areas for future device developments, and persona profiles of key users in the healthcare industry. 24 emergent insights led to action points and prioritized opportunities. Opportunity maps and scenarios helped researchers to culturally situate concepts and articulate its value propositions and benefits for doctors, caregivers, hospital admins, and insurers Design These insights were translated into design directions for tablet-based hardware, software and service opportunities within healthcare. The most promising and relevant concepts were translated into interaction design and user interface solutions and prototyped. A concept prototype shows how a radically redesigned mobile device experience can strongly impact a physician's point-of-care abilities. Other deliverables included profiles of all the participants, selected and subtitled research video excerpts, transcripts of participant interviews and workshops, and concept development. Impact Based on our research, Intel has redesigned its hospital services and moved from a pure hardware approach to one where the service experience sits at the heart of the interaction with the medical staff.

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The role of tablets in better healthcare - Experientia

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Intel Previous XME Salute: integrating insurance offerings with wellness and health practices Next A new branchless bank model The role of tablets in better healthcare Intel Doctors love their personal smartphones and tablets as much as the rest of us. But when it comes to work devices, the interaction often leaves a lot to be desired.

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Going Beyond Museum Walls - Kohl Childrens' Pop-up Museum CHICAGO

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Going Beyond Museum Walls - Kohl Childrens' Pop-up Museum CHICAGO

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https://www.youtube.com/watch?v=sT_iEGe_240

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Service Design Case Study: Going Beyond Museum Walls, Kohl Childrens' Pop-up Museum

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Her story - go beyond medications to reach a person's entire ecosystem 

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Why would a biopharmaceutical company care about patient experience, you ask? More and more, healthcare companies are realizing that the best care solutions extend far beyond the discovery or delivery of medications—rather they need to cater to a person’s entire care ecosystem. This is why Immunomedics partnered with frog on in-depth design research to uncover insights about the patient journey that would help them evolve into a more patient-centric bio-tech company.

The resulting “Her Story” concept was designed as an online platform meant to disrupt the lack of trusted information surrounding this aggressive cancer by providing women with TNBC with affirmation, connection and community. In the “Her Story” platform, people living with TNBC share their experiences with others with TNBC and with the broader community, as well as access crucial information about this type of cancer. In 2018, Immunomedics took these concepts to market with the launch of Humanly, a platform designed to celebrate the humanity of people living with cancer and provide guidance and support. The company evolved the “Her Story” concept and to reach a wider audience by addressing all people living with cancer with "Our Stories". It allows users to connect with others at similar stages in their journey to share their advice, encouragement, resources and support.

https://www.frogdesign.com/work/a-biopharmaceutical-company-that-puts-the-patient-first

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creating a brand to take down single-use takeout containers 

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In early 2020, frog jumped at the chance to work with Dispatch Goods, a startup trying to reduce waste by giving restaurant customers the option to order takeout in reusable containers.

The frog team collaborated directly with the Dispatch Goods founders to clearly define the purpose, promise and values of their brand. Ultimately, they agreed that Dispatch Goods is all about providing a simple and delightful dining experience that results in measurable environmental impact.

How it works:

-       Customers would look for Dispatch Goods menu item on the partner website

-       The food is prepared in reusable bags and containers

-       Customers have to scan the QR code on the container to schedule the at-home collection, arranged on a weekly basis. The container can be either deposited in a return bin at any time.

-       On collection day, the customer only have to leave the bag and rinsed containers out for collection.

link: https://www.frogdesign.com/work/rebranding-reusability
https://dispatchgoods.com/how

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teaching people how to manage their personal resources in a sustainable way to reach goals and economic well-being 

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To address generational transition, Banca Mediolanum decided to create a NewCo from the Bank aiming to approach Millennials and Generation Z target. To achieve this, it focused on aspects that are important to young people: eco-sustainability, personal finances management, social connections and having everything at hand.

As a result, a Benefit Corporation was created: Flowe. Through new technologies and taking advantage of the new PSD2 regulation it is able to provide new services beyond banking and new experiences starting from people’s needs; a lifestyle companion that, knowing its users, accompanies them in their daily lives and in their path of personal growth.

The design has focused on people that are  under economic dependence or subsistence, a situation strongly characterized by uncertainty on the future and financial insecurity. Flowe has therefore become a "companion app" that allows people to plan for their future and learn how to reach short and long term goals

https://www.sketchin.com/project/mediolanum-flowe/

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a new full-digital service model for domestic broadband connectivity

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Italy is a country of many inequalities, including infrastructural ones. One of Fastweb's objectives is to facilitate full, high-performance connection throughout Italy, even in the most orographically disadvantaged provinces.

The new FWA technology is an opportunity to connect citizens and allow access to the network, and therefore to digital services, to everyone, even outside the cities.
The new internet service provides the customer with a device to be placed on the roof or balcony of their home and to connect via radio to the antennas connected to the fiber optic network.

The service is totally flexible and tailored upon consumers' needs, allowing short-period subspension of bills when not used.

https://www.sketchin.com/project/fastweb-5g-fwa/

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An effortless airport baggage drop solution 

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Daifuku Airport Technologies (Daifuku ATec), a world-leading baggage handling system provider, wnats  to create a new experience for how passengers at airports can pass through check-in and baggage drop faster and with minimal effort.

FrogDesign redesigned the existing interface to create a next-generation software of their self-service bag drop application. The final product is a new bag drop experience that reduces operator costs and improves the passenger experience. By using color and animations,  critical pain points are solved.

https://www.frogdesign.com/work/daifuku-airport-technologies-building-an-effortless-airport-baggage-drop

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For many of us, our busy lives mean that non-emergency health checks are often shelved for later – including sight tests. For others, it can be question of access, (especially in rural areas), or even financial circumstances. To help people keep track of their ocular development, iOS application LooC™ helps smartphone users to test their sight in few minutes, wherever they are at the time. LooC™ applies the same standard criteria for sight testing that ophthalmologists use (ISO 8596 norm).

LooC™ isn’t intended to be the only kind of sight testing people undergo – it should be used in conjunction with professional medical care. LooC™’s user can make the app their first stop, take a few minutes to run a test. The app records the results each time, so the user and their physician can track how their sight is changing, monitor disease progression and spot anomalies.

https://www.fjordnet.com/workdetail/the-anywhere-anytime-sight-test/

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CHALLENGE
How can we minimize the risks of sensitive data circulating within organizations and uploaded to the HDX platform?

OUTCOME
Design and development of the safe sharing process within HDX platform as well as of a framework for OCHA Data Responsibility learning offer.

Data responsibility involves understanding the harms that can come from collecting and processing data about affected people, and making informed decisions about using such data. They designed the learning experience delivered by the Center for Humanitarian Data, to raise organizations' awareness and teach them how to apply Disclosure Risk Assessment (a statistical method to estimate the sensitivity of the data and intervene) in order to ensure a safe, ethical and effective use of data. In addition, they helped redefining the process of assessing sensitive data within the HDX platform, to make it more transparent for the contributors but also turn it into an educational moment related to data responsibility.

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Data responsibility in the humanitarian sector

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Design a safe sharing process for organizations while spreading awareness on how to manage sensitive data

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Demetra -  improve the shelf life of fresh food

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Demetra -  improve the shelf life of fresh food

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THE PROBLEM

Half of the world harvest is wasted every year, as plants and fruits are highly susceptible to pathogens and difficult to store.

DEMETRA is a natural, post-harvest treatment for fruit preservation, to prevent food waste and extend the shelf life of fresh products.
DEMETRA inhibits fruit ripening, enhancing the fruit’s innate resistance against pathogens and stresses. It directly prevents food waste, while enhancing the quality of the fruits and mitigating the carbon footprint and energetic costs of cold storage.
Inspired by nature, the formulation of DEMETRA is 100% composed of plant extracts, and allows to control the fruit in the same way that plants do. All its ingredients are safe for humans and the environment, and are also compatible with organic agriculture.
http://www.unido.it/award2017/demetra/

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Investing in the future of design collaboration

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The Campfire team has a vision—to use augmented reality to help designers and engineers collaborate in three dimensions like never before—and the cutting edge technology to bring that vision into reality. Unlike their competitors focused on entertainment or solitary activities like gaming or workplace training, Campfire saw an increasingly virtual workforce that lacked productivity tools to collaborate on the design of physical products and spaces.

Campfire aims to reinvent the familiar—sitting around a table with colleagues to talk, think, observe, and create together. Campfire allows collaborators not only to see and manipulate a 3D product simultaneously, but to see and speak to one another in the virtual collaboration space.

https://www.frogdesign.com/work/investing-in-the-future-of-design-collaboration

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Experientia helped Aeroporto di Bologna to introduce the first ever social robot in an Italian airport. As the airport grows, it aims to stay ahead of the curve and ahead of its users’ pain points.

Based on an understanding of the airport customers, its context and its potential, Experientia designed and tested a coherent user experience with a friendly airport robot as well as a fully-functional prototype.

https://www.experientia.com/portfolio/defining-the-user-flow-for-the-new-social-robot/

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Investing in the future of design collaboration

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The Campfire team has a vision—to use augmented reality to help designers and engineers collaborate in three dimensions like never before—and the cutting edge technology to bring that vision into reality. Unlike their competitors focused on entertainment or solitary activities like gaming or workplace training, Campfire saw an increasingly virtual workforce that lacked productivity tools to collaborate on the design of physical products and spaces.

Campfire aims to reinvent the familiar—sitting around a table with colleagues to talk, think, observe, and create together. Campfire allows collaborators not only to see and manipulate a 3D product simultaneously, but to see and speak to one another in the virtual collaboration space.

https://www.frogdesign.com/work/investing-in-the-future-of-design-collaboration

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Almost 75 percent of primary care consultations could be resolved without in-person appointments. Yet, less than one percent of them are actually run remotely, impacting both overall costs and quality of care. In February 2020, frog partnered with HealthHero to launch a virtual primary care venture that aims to bridge this gap; Combining HealthHero’s clinical experience with frog’s Venture Design approach, the team quickly iterated to shape the long-term vision, launch the business and bring to market its first flagship teleconsultation service, MediRedi.
When COVID-19 hit, frog and HealthHero agreed on an ambitious plan to bring the service vison to a marketable MVP that would help alleviate the strain on core healthcare systems during the pandemic.

The solution is a modern cloud-based application that relies on a new API layer to integrate and orchestrate underlying services and systems, and provides the user with a unified view and distinctive experience. This architecture allows HealthHero to adapt to diverse client, patient and healthcare system needs.

From chat services to phone and video consultations, HealthHero delivers effective care by connecting human experts with those in need through digital means—all the while expanding the breadth of what is possible to treat remotely by leveraging the latest technology solutions.

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Designing the Next Era of Telehealth for Europe

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How frog and HealthHero are disrupting Digital Healthcare in Europe by combining human expertise with digital convenience

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Her story - go beyond medications to reach a person's entire ecosystem 

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Why would a biopharmaceutical company care about patient experience, you ask? More and more, healthcare companies are realizing that the best care solutions extend far beyond the discovery or delivery of medications—rather they need to cater to a person’s entire care ecosystem. This is why Immunomedics partnered with frog on in-depth design research to uncover insights about the patient journey that would help them evolve into a more patient-centric bio-tech company.

The resulting “Her Story” concept was designed as an online platform meant to disrupt the lack of trusted information surrounding this aggressive cancer by providing women with TNBC with affirmation, connection and community. In the “Her Story” platform, people living with TNBC share their experiences with others with TNBC and with the broader community, as well as access crucial information about this type of cancer. In 2018, Immunomedics took these concepts to market with the launch of Humanly, a platform designed to celebrate the humanity of people living with cancer and provide guidance and support. The company evolved the “Her Story” concept and to reach a wider audience by addressing all people living with cancer with "Our Stories". It allows users to connect with others at similar stages in their journey to share their advice, encouragement, resources and support.

https://www.frogdesign.com/work/a-biopharmaceutical-company-that-puts-the-patient-first

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For many of us, our busy lives mean that non-emergency health checks are often shelved for later – including sight tests. For others, it can be question of access, (especially in rural areas), or even financial circumstances. To help people keep track of their ocular development, iOS application LooC™ helps smartphone users to test their sight in few minutes, wherever they are at the time. LooC™ applies the same standard criteria for sight testing that ophthalmologists use (ISO 8596 norm).

LooC™ isn’t intended to be the only kind of sight testing people undergo – it should be used in conjunction with professional medical care. LooC™’s user can make the app their first stop, take a few minutes to run a test. The app records the results each time, so the user and their physician can track how their sight is changing, monitor disease progression and spot anomalies.

https://www.fjordnet.com/workdetail/the-anywhere-anytime-sight-test/

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CHALLENGE
How can we minimize the risks of sensitive data circulating within organizations and uploaded to the HDX platform?

OUTCOME
Design and development of the safe sharing process within HDX platform as well as of a framework for OCHA Data Responsibility learning offer.

Data responsibility involves understanding the harms that can come from collecting and processing data about affected people, and making informed decisions about using such data. They designed the learning experience delivered by the Center for Humanitarian Data, to raise organizations' awareness and teach them how to apply Disclosure Risk Assessment (a statistical method to estimate the sensitivity of the data and intervene) in order to ensure a safe, ethical and effective use of data. In addition, they helped redefining the process of assessing sensitive data within the HDX platform, to make it more transparent for the contributors but also turn it into an educational moment related to data responsibility.

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Data responsibility in the humanitarian sector

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Design a safe sharing process for organizations while spreading awareness on how to manage sensitive data

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Two complementary touchpoints to offer the customer a renewed experience to understand his own expense and become aware of the consumption of electricity and gas.

Golden Compass 2018.

The project stems from the desire of Enel Energia to offer innovative quality services and value to its end customers and to comply with the Italian Authority for Electric Energy and Gas decision (501/2014), which establishes new criteria for the transparency of electricity and gas bills.
The system-service consists of two complementary touchpoints, Bolletta 2.0 and e-Billing, which work synergistically to offer the end customer an improved experience of access to information, from the display of consumption and cost details, to procedures and status of payments, to commercial communications.

https://www.logotel.it/en/case-study/enel-energia-nuova-bolletta-2-0-and-e-billing/

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THE CHALLENGE

Help Toronto Pearson become a world-class hub that can achieve traveler satisfaction and ensure safety in times of crisis and calm.

IMPACT

These outcomes and the design process enabled the airport to nimbly and safely respond to COVID-19, and prepare and improve its operations for post-pandemic travel.

Toronto Pearson has been named the “Best Large Airport in North America” for four consecutive years and earned the highest passenger satisfaction score for an airport of its size.

THE OUTCOME

An improved security, baggage, and border clearance process, and an internal movement that unites over 50,000 employees around a shared purpose of service.

https://www.ideo.com/case-study/transforming-the-airport-experience-by-putting-passengers-first

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Prototyping and testing to inspire innovation

It's extremely challenging, operationally and physically, to run a seamless baggage experience. Baggage handlers are unsung, behind-the-scenes heroes, lifting and accounting for thousands of 50-pound suitcases per day. Many are contractors who may feel like they don't have a voice, but their role is critical: The number of baggage incident reports, including lost, delayed, or damaged luggage, an airport receives per month is used to measure its overall performance. Like many airports, GTAA struggled with high baggage-related complaints.

IDEO and GTAA noticed the opportunity to elevate and care for baggage handlers. By improving their working conditions and involving them in solutions, baggage handlers could feel empowered and inspired to do their part to serve passengers.

The team collaboratively convened groups of baggage handlers, operations employees, and passengers together to hold a "baggage Olympics." With five core design mindsets to guide the event, the group tested different ideas that could make the baggage process more seamless. Including baggage handlers helped the team ensure the ideas were feasible, and also raised baggage handlers' visibility and vital role within the organization.

One simple but impactful solution the team identified was to create color-coded signage for baggage handlers that could be standardized and more straightforward. In addition to the signs themselves, the group designed and implemented signage guidelines that include everything from optimal mounting placement to a detailed icon catalogue. Ultimately, more consistent and clear signs make it easier and more efficient for handlers to place baggage in the correct induction position in order to transport it to the correct carousel and awaiting passenger.

Having elevated the importance of baggage operations and handlers, this work helped establish a new role and team at GTAA. Darin Juby, Director of Baggage Services, and his team advocate for handlers, take accountability for the baggage experience, and eliminate the silos that once existed between departments that influence baggage operations. Since completing this project, GTAA has experienced a dramatic reduction in baggage incident reports.

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Transforming the Airport Experience by Putting Passengers First

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It's extremely challenging, operationally and physically, to run a seamless baggage experience. Baggage handlers are unsung, behind-the-scenes heroes, lifting and accounting for thousands of 50-pound suitcases per day. Many are contractors who may feel like they don't have a voice, but their role is critical: The number of baggage incident reports, including lost, delayed, or damaged luggage, an airport receives per month is used to measure its overall performance.

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Experientia helped Aeroporto di Bologna to introduce the first ever social robot in an Italian airport. As the airport grows, it aims to stay ahead of the curve and ahead of its users’ pain points.

Based on an understanding of the airport customers, its context and its potential, Experientia designed and tested a coherent user experience with a friendly airport robot as well as a fully-functional prototype.

https://www.experientia.com/portfolio/defining-the-user-flow-for-the-new-social-robot/

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An effortless airport baggage drop solution 

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Daifuku Airport Technologies (Daifuku ATec), a world-leading baggage handling system provider, wnats  to create a new experience for how passengers at airports can pass through check-in and baggage drop faster and with minimal effort.

FrogDesign redesigned the existing interface to create a next-generation software of their self-service bag drop application. The final product is a new bag drop experience that reduces operator costs and improves the passenger experience. By using color and animations,  critical pain points are solved.

https://www.frogdesign.com/work/daifuku-airport-technologies-building-an-effortless-airport-baggage-drop

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THE CHALLENGE
Address large-scale issues facing regional farmers in Japan.

THE OUTCOME
fudoloop, a communication tool that provides up-to-date production information from farms, boosting profitability for both producers and agricultural wholesalers.

In recent years, due to shifts in Japan’s demographics, the food industry has faced challenges such as a decrease in market size and a shrinking number of producers. As a result, social impact opportunities abound in this field.
One question that emerged through research was why agricultural producers weren’t utilizing IT. This evolved into “How can profitability be improved for all stakeholders?” and, “How might we create a system that will provide useful data without creating a burden for either farmers or agricultural wholesalers?”

fudoloop is an app that enables farmers and wholesalers to conduct business more profitably by bringing transparency to the fluctuating produce market. Through fudoloop, wholesalers receive information from farmers a day in advance, and can coordinate the various requests of buyers, such as order size, production location and other special requests. As a result, wholesalers can function as “community managers,” doing business with both producers and buyers at a more appropriate price point.

I learned firsthand that innovation doesn’t require amazing cutting-edge technology. Innovation happens when simple, human-centric ideas are brought together.

KENICHI SATO, CMO AT NIPPON JIMUKI CO.,LTD.

https://www.ideo.com/case-study/revitalizing-japans-food-industry-through-design-and-software

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teaching people how to manage their personal resources in a sustainable way to reach goals and economic well-being 

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To address generational transition, Banca Mediolanum decided to create a NewCo from the Bank aiming to approach Millennials and Generation Z target. To achieve this, it focused on aspects that are important to young people: eco-sustainability, personal finances management, social connections and having everything at hand.

As a result, a Benefit Corporation was created: Flowe. Through new technologies and taking advantage of the new PSD2 regulation it is able to provide new services beyond banking and new experiences starting from people’s needs; a lifestyle companion that, knowing its users, accompanies them in their daily lives and in their path of personal growth.

The design has focused on people that are  under economic dependence or subsistence, a situation strongly characterized by uncertainty on the future and financial insecurity. Flowe has therefore become a "companion app" that allows people to plan for their future and learn how to reach short and long term goals

https://www.sketchin.com/project/mediolanum-flowe/

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Future scenario for the Lugano region development

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A collaborative process, desired by the Ente Regionale per lo Sviluppo del Luganese and realised together with BAK Economics, an independent Swiss economic research institute, to contribute to the definition of strategic initiatives for the Lugano area over the next years.

In November 2021, on the basis of the report drawn up by BAK Economics with the support of Sketchin, ERSL published the results of its work in the form of guidelines for the municipalities in the area: a useful compass to guide municipal strategic choices so that they consolidate the strengths of the Lugano area, seize the various opportunities.

why it is interesting:
- role of service design in developing strategies for protecting and eveluating the territory.
- methodology used: collaborative research, collaborative workshops, participatory Futures methodolgy
- involvement of 3 level of stakeholders: citiziens (as opinion leaders), representatives of local administrations and representatives of the political forces of the territory.

source:
https://www.sketchin.com/project/ersl-envisioning/

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Helping people find the best of Helsinki

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Frog partnered with the City of Helsinki in order to develop a digital service that highlightt the unique experiences locals and visitors enjoy in Helsinki, including the opportunities and quality of life the city can offer expats.
The team developed "My Helsinki", a local guide to Helsinki : a vibrant digital destination that connects people to share their best experiences of the city—useful for locals but accessible for everyone.

Why it is interesting: strong focus on participatory methodologies and co-creation, both in the design phase and in the provision of the service itself.
Understanding the visitors and residents needs was the main pillar of the design phase.

Apporach and tools used: To connect with city employees, locals, visitors and expats, Frog set up a co-working space in Helsinki Lab. They ran three two-week design sprints, including facilitating several co-design workshops with a variety of stakeholders, to craft the core flows and features. At the end of each sprint, prototypes have been tested with locals and visitors.
Web site development through agile sprint sessions, open data approach.

source: https://www.frogdesign.com/work/myhelsinki-helping-people-find-the-best-of-helsinki

NB: watch the explanatory video on frog web page.

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Integrate digital channels into existing services

Explore application opportunities for new technologies that meet customer needs

Align the organisation around a shared digital vision and roadmap

Develop a customer centric mindset and culture of digital experimentation

Integrate service design with agile practices

Increase adoption and impact of digital services

www.liveworkstudio.com

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Steve Jobs once said: 'You've got to start with the customer experience and work backwards to the technology.' This is exactly what Livework can help you do when it comes to designing services. On top of that we also help you work backwards to the organisational design, processes, methodologies and culture to ensure your service does what it says on the tin and creates the business impact you desire.

Want to know how? Contact Wim Rampen, managing director in our Rotterdam studio, who has 20+ years of experience in customer centric and digital transformations in a wide variety of industries.

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Steve Jobs once said: 'You've got to start with the customer experience and work backwards to the technology.' This is exactly what Livework can help you do when it comes to designing services.