Business impact of Service Design in 40+ figures

70% more stair usage

Increasing the number of people choosing to use the stairs up to 70%.

Save 2 kWh/day

Improved utility bill made consumers save 2 kWh of electricity per day.

£435,000 saved

In a project for the city of Sunderland at a cost of £180,000, the community had saved £435,000.

42% higher click through rate

The email with the single CTA had a 42% higher click through rate, proving that less is more.

Multiply sales by 10

When they were only six jam options the purchase rate was 30%. When there were 24 flavors the purchase rate was 3%.

Reduce bike thefts by 62%

45% increase of website views

17% increase in trust

Swedes have greater trust, 66% in 2011, 77% in 2015 in Systembolaget and want to keep the monopoly for selling alcohol in Sweden.

90% shorter processing times

In building permits, Lupapiste has at its best shortened the applying process from 3-4 months to less than a month. In excavation permits, the change has been even more radical; from previous processing time of 3-4 weeks into average of one day.

Reduction of costs by $100,000 per year

Through the automation of the library registration saving in excess of $100,000 per year in staff time could be produced.

80% time reduction answering questions

Reduction in mundane enquiries: Consolidation of service points, clearer zoning, and refined way-finding systems and signage is reducing the 80% of Librarian time spent answering directional or equipment queries. Mobile devices introduced to support mobile service delivery.

Better Services is of course something that sounds great, but will it impact your business growth?

From 77th to 11th place

In just four years, Norwegian insurer Gjensidige managed to move from 77th to 11th place in the Norwegian customer satisfaction ranking, across all industries

Growing sales per call by almost 50% in three years

100% loyalty

Loyalty of doctors grew from 70% to 100%.

32% reduction of long-term care costs

Reduced acute and long-term care costs by 32%. This is driven due to a significant decrease in hospitalizations.

Double the loyal customers

The number of repeat (loyal) customers has more than doubled