As a leading service design consultancy, you have been tasked to deliver a proposition for how an existing service might be transformed to help make people’s lives better in a world where close human contact is restricted and may remain so for an extended period of time. You will be addressing a new and current key societal challenge that affects people of all ages and abilities in a variety of ways in a fresh, creative and tangible way.

•    Hero Shot with illustrated Service Storyboard

•    Customer Journey Map

•    Service Blueprint

•    Stakeholder Map

•    Value Proposition Canvas

•    A Social Business Canvas Model

To evaluate which existing service we wanted to transform, an initial round of desk research was carried out to on the services we felt were most suitable for digital intervention. Following this, libraries were chosen to explore further and primary research using interviews was conducted. This was done with both current and past users of the service to gain some insights into the pain and frustrations of users as well as what services they rely on the most. 

Before moving forward with ideation a family persona was identified and empathy maps created for each family member to better understand the users requirements to help direct the ideation process.