This presentation was part of the SDT2012 - the 1st international conference on service design and tourism, Innsbruck/Austria, August 23-24, 2012. For more info on the conference and other presentations visit: www.sdt2012.com. All rights reserved by the author(s):
Emma Laurentz, Transformator Design Group AB (Sweden)
As Senior Service Designer and project manager at Transformator Design, Emma works creativly and operativly in projects, performing customer insight based innovation in channel independant scopes. Working with a wide range of industries; from Social Insurance to Transportation and Banking, Emma has delivered solutions that spread from digital applications to public spaces.
Welcome to Sweden! The Capital of Scandinavia
When pollution from cars and buses riding to and from the airport is growing larger than from the actual airplanes, how can customer experience in train transportation become a life safer? An exciting talk about the chaos when 5 transportation partners struggle to agree on business models - whilst the customer experience is minimal and the amount of traveller’s in- and out bound by train at Arlanda airport are rapidly increasing. By capturing customer expectation, needs and logic through co-creative based innovation, Transformator Design delivered a solution for the train platform environment as well as in a new business model.