PROJECT CASES

We truly enjoy each project and believe we always have something new to learn, with each client comes new challenges and possibilities. Here we share some of the projects we have done together with our collaborating clients. Curious about more or want to see cases from a specific field of business? Just drop us a line.

Teaching Service Design in Nairobi

Background: As part of a capacity building initiative by the Rockefeller Foundation and UN Women, Expedition Mondial was in charge of designing and delivering a week long course in Customer Journey Mapping at Jomo Kenyatta University of Agriculture & Technology (JKUAT) in Nairobi, Kenya. 

The purpose of the course was to give the students tools and methods for understanding the customer perspective in product, service and system development processes. Furthermore the course taught the students how to build a platform for collecting, visualizing, pinpointing and communicating insights and customer needs. This in order for the students to ensure they create desirable solutions that truly fit the user's context and meet their expectations.

The course resulted in a one week in-depth experience of service design, giving 30 master students customized tools for understanding customer needs in their future work as agricultural experts. Four of the students were also given the chance to participate as research assistants in a service design research project performed within the same initiative founded by the Rockefeller Foundation.

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Västtrafik involves citizens to make public transportation easier

Background: Västtrafik is the regional agency responsible for public transport in Västra Götaland region in Sweden. Today the public transportation is divided into more than 70 different zones. In order to make it easier for citizens to take public transportation,  Västtrafik now wants to update the zone system and make it more simple to understand. To adress this challenge Västtrafik asked Expedition Mondial to help them understand the concerns and expectations of the citizens, creating a foundation for a strategically important decision on the future system. The project was performed in collaboration with Intermetra Business & Market Research Group.

The purpose of the project was to involve the citizens in the evaluation of the proposed zon models. A group of employees at Västtrafik were part of the project team and were trained in service design, they got to listen to and lead interviews with citizens together with Expedition Mondial. This allowed them to create empathy for the customers as well as anchoring the understanding of the customer needs and challenges within the organisation. The long-term objective for Västtrafik is to double the public transportation in the region; the zone model development have become an important part of that journey.

The project resulted in a number of insights based on data collected from 70 in-depth interviews with citizens and employees at Västtrafik from throughout the region. These insights provided a deep understanding for the concerns and expectations of citizens in relation to the alternativ zone models and were presented in a workshop format together with the organisation and politicians. Along with this, short films were created to diffuse the voice and experience of citizens within the organisation.

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Unionen is improving their digital advisory support together with their members

Background: In a survey among the members who have been calling the Swedish trade union Unionen for advisory support, 60% of them had first tried to find help at the union website. The reason why they decided to call the support was that they could not find the right help online or that they did not trust the general information given on the platform to be relevant for them as individuals. This is the reason for why Unionen wanted to develop their online platform in order to meet the needs of their members to more easily access relevant individual information, instead of calling the advisory support.

Purpose: The objective with the project was to decrease the number of cases at the member advisory support with 20% in order to liberate time and efforts for more value adding tasks. Also, the objective was to make it easier for members of Unionen to get direct help with their issues via the already existing Unionen platform.

The result: A number of central insights were compiled, on how the members of Unionen experience them, their website and the advisory support. A customer journey, called the "The case journey", showed where and why the members experienced challenges in the journey of getting help from Unionen. Based on this, our project team together with Unionen prioritized areas for development, design principles for future development and a few concrete action proposals. The results illustrated clearly why and what direction Unionen should take in ordet to reach the goal of a decreased number of phone calls to the support as well as better online services for their members.

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Co-creating the new entrance at the Vasa Museum

Background: Many things have changed since the Vasa Museum was build in 1987, today Sweden's most visited museum. The museum has since seen a continuously increase of the amount of visitors, a more digitally mature public and a different security situation in the society. Hence, the museum is faced with new expectations and requirements that needs to be met in order to create a good and safe museum experience. In 2016 the Vasa Museum consulted Expedition Mondial in a service design project where the scope was to look at the holistic visitor experience of the museum. The entrance area was distinguished as highly important, as it plays a central role for the visitor both in the beginning, during and in the end of a visit to the museum as well is a work space for many of the employees of the museum. Together with the National Property Board of Sweden (SFV) and the house architect Pär Ahlbom, the Vasa Museum therefore decided to reconstruct the entrance at the museum. Expedition Mondial was hired to make an evaluation of the suggested alternatives for a new entrance, based on the experience, needs and challenges of both visitors and employees.

The purpose of reconstructing the entrance area is for the museum to achieve a better visitor flow with good accessibility, a pleasant work environment and a high degree of security. Within this project, the purpose of the evaluation was for the museum to understand how the different entrance alternatives, given by SFV and the house architect, was affecting and contributing to the experience of the main stakeholders (visitors and employees). Also to ensure that no significant needs where discarded and that the employees were engaged and involved in the co-creation process.

The project resulted in a co-created need analysis of the suggested alternatives, together with the employees, management and visitors at the Vasa Museum. The need analysis resulted in a suggested concept for the new entrance, accentuating guiding principles and stakeholder needs that a new entrance is proposed to meet in order to achieve a positive and improved visitor and employee experience. The visual need analysis and concept were given to the museum as a base for their continuous decision making process together with SFV and the house architect, on how to go forward in the project.

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ORGANISATIONS WE HAVE WORKED WITH




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Expedition Mondial AB

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