#49 - Innovating public transport with Lotta Julkunen
In this episode, we welcome Lotta Julkunen - design director and partner at award winning strategic and service design agency Hellon - to talk about their recent achievement “Ensuring the sustainable future of public transportation”. Together with the Helsinki Regional Transport Authority (HSL) they formed a close partnership which earned them the Service Design Award 2022 Best Non-Profit.
The aim of the partnership has been to tackle strategic targets that could not have been tackled solely through a single project, but rather through long-term systematic customer-centric development done through nearly 50 service design projects over the 6-year partnership. Designing for a service that offers 250 million rides annually to over 1,5 million people requires a structured process. A participatory service design approach has been used firstly, to ensure in-depth customer understanding and secondly, to ensure the engagement of various critical stakeholders, from organizations’ employees to local politicians and key customer groups to ensure accessibility.
Tune in to this episode to learn about Hellon’s approach, philosophy and many more tips and tricks for doing successful service design at scale.
Check out Lotta’s and Hellon’s work on:
Also, save the date for the Service Design Global Conference 5 & 6 October 2023 in Berlin! The theme of this year is Catalyst for Change. Can service design be the ingredient that not only increases the rate of transformation but also improves its quality and impact? Let’s find out! Buy your tickets here.
Listen to full episode :
