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.

Read more…

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.

Read more…

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.

Read more…

Design Thinking training for social entrepreneurs

Background: SE Forum is a non profit organisation based in Sweden that advocates responsible business solutions to address local and global challenges. They promote, inspire and empower entrepreneurs from all over the world to use business to do good. SE Outreach Accelerator is SE Forum's accelerator program for social entrepreneurs focusing on solving social and environmental issues in emerging markets. The six months program aims to support the entrepreneurs and their organisations to elevate their innovative ideas in order to change the world. The ideas in the 2017 years program concerned areas such as solar power, agriculture, sanitation, recycling, education, ethical fashion and health care driven by entrepreneurs from seven different countries across the world.

The purpose: During their two week long program event in Stockholm, Expedition Mondial trained and coached the entrepreneurs within the accelerator program in Design Thinking. The purpose was to give them tools, knowledge and understanding in how they can co-create relevant offerings and businesses together with their customers.

The result: We trained the seven entrepreneurs in the process and the mindset of design thinking, coached them in the tools and steps of the process. They were also given tools and templates to support their process and to be able to continue the explorative work together with their team. During the following four months the entrepreneurs successfully implemented their knowledge together with their teams, given them the opportunity to continuously understand and meet the challenges of their customers.

Read more…

ORGANISATIONS WE HAVE WORKED WITH




Welcome to Expedition Mondial, we are Service Designers

Expedition Mondial AB

℅ Norrsken House
Birger Jarlsgatan 57 C
Postbox 35
113 56 Stockholm