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Case Study

Skellefteå municipality adopts customer-centric service design methodology

Skellefteå municipality approached Hello Future to learn more about service design. We addressed their needs with an educational workshop package, consisting of a mixed approach combining short lectures with work sessions. The idea was to enable the participants to gain practical, hands-on experience using the methodology in order to gain knowledge about what the process is and to help them adapt it for their own use.

The most important outcome of the process was a much increased ability among the participants to understand and perform service design on different levels.

Challenges

One of the biggest challenges for organizations is to understand the needs of their users. This is especially vital for public bodies when it comes to representing the needs of their less vocal constituents. Their requirements can be obscured by the voices of others.

Skellefteå municipality was concerned that the voices of its less powerful residents were not being heard. The municipality wanted to ensure that these groups of people had an equal opportunity to affect the local government.

”Hello Future trained our personnel in service design methods to help them develop digital services, and also helped us on our journey through digital transformation. Hello Future are now ’house consultants’ with regards to any development of digital services for our customers.”

Per Dinborn, Business strategist - Quality & Innovation, Skellefteå municipality

How Hello Future helped

Over a series of eight workshops, we covered the four milestones of service design outlining the latest trends in the industry as well as providing the team with a variety of tools that they could use to structure the process and their encounters.

To ensure that the process had a tangible outcome, and in order to be able to share the insights and testing phases, we focused on a problem that was broad enough to generate different ideas. The issue was a real problem that the organization was trying to solve - how to improve citizen dialogue and ensure that less powerful groups of people in the municipality have an equal opportunity to affect the local government.

The process consisted of the following steps:

Each workshop represented a starting point that the participants could further develop independently before the next meeting. This helped them to not only claim ownership of the process and the output, but offered them an opportunity to immediately test what they had learned while having the support of the Hello Future team if needed.

Service design allows organizations to put their end users at the center of everything they do and to test new concepts before they are released. By combining the customer-centric perspective with insights about the organization and its capabilities, service design methodology ensures solutions that not only covers the most important user needs, but also are manageable and useful for the organisation hosting it. It helps give a voice to everyone.

Not surprisingly, this methodology is becoming increasingly popular in the public sector to ensure cost efficiency and successful introduction of new services to citizens.

Results

Besides from - and perhaps more important than - a number of user-tested prototypes for a new digital service to encourage citizen dialogue, the workshops resulted in a rich learning experience for the participants. The most important outcome of the process was an increased ability among the participants to understand and perform service design on different levels, depending on their personal situation and perspective. This, of course, will lead to better and more defined user experiences for all residents of Skellefteå municipality.

“There are not many companies in Sweden working with service design and digital transformation and Hello Future also has, unlike its competitors, the technical expertise to assist in the whole process, from customer dialogue and problem identification, to final digital solutions. We are very pleased to work with Hello Future as partners.”

Per Dinborn, Business strategist - Quality & Innovation, Skellefteå municipality

Hello!

Do you want to know more about our skills development offers?
Contact Kalle Jegers, kalle@hellofuture.se