Service design for utilities

In close collaboration with the Design Council we worked on a service design scoping study for a water company. Our task in this multi-stranded project was to generate consumer insights that could lead to the identification of strategic opportunities for improved and innovative services.

Perception of water usage

We visited a mixed group of people in their homes and asked them to share their thoughts on their water usage with us. In these conversations we touched on a wide range of issues, from costs and health to education and environment.

Water usage for consumption

We filmed all the interviews and asked people to show us the places in their homes that are most related to their water usage. Substantial parts of the interviews were therefore done in bathrooms, kitchens, utility rooms and coal cellars. These recordings offer a lively and contextual illustration of peoples’ daily practices and perception of their water usage.

Water usage for washing

Overall it struck us that most people seemed to be fairly concerned about their water usage. Many of them expressed a wish to be better able to understand and monitor their personal usage. They would welcome services that can help them do this in an easy and accessible way.

As a result of the consumer research we identified a series of opportunities for further exploration in more detailed service design projects. Together with the Design Council team we discussed the insights from the consumer research in a workshop with the utility company. We also assembled a video library with of a large collection of tagged clips for future reference by the design teams.

Co-creating neighbourhood participation

How to step up from the occasional neighborhood consultation to more ongoing neighborhood participation as part of a public space design project? This was the challenge…

Towards better digital inclusion

Approximately 2,5 million people in the Netherlands still experience difficulties while using digital devices such as computers, smartphones or tablets (Stichting…

Learning by doing

The best way to learn a new skill or a new way of working is to actually do it. This does not mean however that you have to start from scratch and figure everything out by…

Exploring Remote Teamwork

Over the past decade, as more digital tools have become available for remote collaboration, and more organisations have embraced flexible working, teamworkers…

Global online learning

The Reach Network of professionals in design and innovation has brought its seasoned practitioners from around the world together to create 5 masterclasses on

Exploring listening experiences

Stations, the new app introduced by Spotify in the US, offers a radio-like listening experience for users who don’t tend to curate their own playlists and listen …

Speculative design with MSF

In collaboration with our Indian REACH partner Quicksand, we helped Medecins Sans Frontieres (MSF) to rethink their role as a global organisation within the future…

Collaborative R&D Labs

What Design Can Do and STBY have recently tried out a new format for bringing professionals together to develop their thinking and practices around complex societal…

Supporting the energy transition

As part of a large scale national program to transition the use of energy in the Netherlands from natural gas to electricity, the Dutch government is eager to learn…