Andreas is a service design lead at Transformator Design. He has worked with several projects in order to transform the Social Insurance Agency in Sweden, Försäkringskassan, to become truly customer driven.
DAY 2 – Japan Room – 2:00PM – 4:00PM
Use Service Design to Transform an Authority
The Social Insurance Agency in Sweden, Försäkringskassan, changed their vision after working with service design. They have gone from deliver benefits on time to help the citizens of Sweden when there lives take an unexpected change. Today they are a customer driven authority focusing on customer experience and the human aspect on their assignment: helping people. This case will tell the story how to transform an authority to become truly customer driven by using service design.