Update on the Roskilde Service Design Project

The Danish Enterprise and Construction Authority chose in June 2008 our Roskilde project to demonstrate how service design can be drawn on to improve public service (See links to news). But what has happened since then?

The municipality has decided to follow the design team’s propositions on the communication strategy and the procedures for home visits.

As a consequence they are involved in a shared branding of its products towards the elderly. Even though the elderly’s choice of home help service is absolutely free, some feel disloyal to the municipality choosing a private supplier instead of the public alternative. The shared branding helps the elderly conceive of the different suppliers as equal and consequently have a better feeling about their choice of service.

The service design project also led to changes in the dialogue between the municipality and the elderly and the design of an information brochure to help better understand the process. This brochure has undergone a trial period and has taken its final form. The elderly receive the brochure before the visit from the municipality to assess the type and extent of services to be offered. This provides a more informed choice and therefore a better service to the elderly.

The consultancy Ramboll Management is currently carrying out an evaluation of this service design project. The goal is to assess the process, the results and the project in general.

As well as with Roskilde CPH Design is in dialogue with the municipality of Aarhus and with private companies to engage in new service design projects.

For further information about the project please contact:
Industrial Designer Kristina Nielsen, kn@cphdesign.com,  mobile +45 3178 1013
Graphic Designer Toby Orton, to@cphdesign.com, mobile +45 3178 1006