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

IMPACT

THE OUTCOME

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

THE OUTCOME

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

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/

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

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.

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

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/

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/

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

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/

IMPACT

THE OUTCOME

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

Service Design approaches (Viladas, 2011):

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).

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

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

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

wearesnook.com

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

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

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

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

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