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CASE STUDY · SERVICE DESIGN
SERVICE DESIGN · EXPERIMENT DESIGN
2019
Starting point
Families applying for long-term care faced a complex, paper-based process, leading to long waiting times and unnecessary administrative burden.
Used Tools & Techniques
We designed and tested a new digital intake process in a real-life Living Lab. By combining service design, rapid prototyping, and continuous user feedback, we replaced twelve paper forms with a single digital workflow and optimized the end-to-end service.
Outcome
Application time reduced by 77% (35 → 8 days)
Higher customer satisfaction (NPS 8.9)
Validated workflows for clients, staff, and IT
Implementation roadmap for successful scaling across the organization
