Service Design Award 2015
Hellon - Winner for Results Driven Service Design
Project title: Travellab – improving the customer experience for transfer passengers
Client: Helsinki Airport
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Category: Professional, Commercial
How the transfer passenger experience of Helsinki Airport was improved with the help of agile and user-centric approach of service design and the newest methods of live-prototyping. In the beginning of the year 2014, Finavia, Finland’s national airline company, had a positive problem. The public limited company had managed to build a working customer feedback system and its customers were active; they had submitted more than 200 ideas for improving the transfer passenger experience at Helsinki Airport, one of the main transfer airports in Northern Europe. The quality and the extent of the ideas varied greatly, and Finavia was puzzled about what to do with the ideas – or more precisely, how to know which of the ideas would have the most significant impact on improving the transfer passenger experience.
Designit - Winner for Results Driven Service Design
Project title: Redesigning Breast Cancer Diagnostics
Client: Oslo University Hospital
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Category: Professional, Non-profit / public sector
This project rethinks the way the Breast Cancer Diagnostic Centre at Oslo University Hospital handles the entire referral and diagnostic process. The result is a 90% reduction in waiting time from a patient’s first visit with her general practitioner (GP) through her final diagnosis at the hospital. This represents a dramatic improvement in efficiency, a huge improvement in quality of life for patients in a tremendously stressful period of time, and potentially saved lives.
Studio Thick - Winner for Prototyping Organisational Change
Project title: Reimagining Government Services
Client: The Victorian Government
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Category: Professional, Non-profit / Public Sector
There are hundreds of life events that require people to transact with the Victorian Government; anything from booking a marriage ceremony to requesting a death certificate or updating a driver licence. Our citizen-facing services must cater for real people, with diverse needs and busy lives. The expectation is that government ‘just works’, but the reality is that transactions tend to be more painful than they need be, which affects us all. Services in Victoria are delivered independently by many different government departments which can make things even harder to navigate.
Hellon - Winner for Prototyping Organisational Change
Project title: The People's Pharmacy
Client: YTA Pharmacy
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Category: Professional, Commercial
Yhteistyöapteekit (YTA) is the largest pharmacy chain in Finland comprising over 120 pharmacies around the country. YTA hired Hellon to help it to cope with the radical challenges that the Finnish pharmacy industry is facing. The result of the project was a new the People’s Pharmacy concept that not only provided traditional remedies for illnesses but first and foremost focused on improving the customers’ well-being with significantly better customer experience and new desirable health care services. The concept has been radically new in the rather conservative pharmacy business area of Finland as it points the pharmacy chain towards new and more active role in the healthcare ecosystem.
