Relive the Global Service Design Conference here
Tesco Bank and Modern human won the ‘best in private sector’ service design award for their project Phoenix. We spoke with Amjid Rasool, head of service design at Tesco Bank and Paul-Jervis Heath from the Service Design agency Modern human. Together with their whole team they redesigned the customer complaint experience of Tesco Bank clients.
Fjord and West Midland Police won the award Best in Public Sector for their project ‘Developing a police force’s digital experience for citizens’. We spoke with Giulio Fagiolini (senior visual designer at Fjord) and Kostja Paschalidis (previous senior service designer at Fjord).
Innovationsguiden (translation: innovation guide) won the Professional Non-Profit / Public Sector service design award. Innovationguiden is an ongoing project that aims to support and reinvigorate the Swedish public sector through service design in collaboration with citizens. By providing various forms of support to municipalities, county councils and regions, they encourage them to develop towards user-centricity and innovation.
Julianne has been working for Cork County Council since 2003. Just like the council has evolved over time, her job has changed a lot too. She started in IT and over the years she moved into another role within the Council, more focused on the evaluation of their services. With this new perspective, she started looking into the opportunities of a Service Design approach to transform some of the Council’s services.
As we shifted from a product-based economy into a service-based economy, customers are more and more pampered with good services. To be successful, companies more than ever need to offer services that exceed the expectations of people. So in order to offer the best services, companies can do two things. On the one hand they can work closely together with external professionals. On the other hand, they can expand their in-house expertise by training their own employees to think more human centred. To introduce and present both ways of working, we invited two international speakers who shared their knowledge.