Work

 

Strategic design for Vivago's digital services

 

Transforming physical solutions into modern digital services

 

Vivago develops smart safety and wellbeing solutions for elderly patients to help them maintain a safe, independent, and active lifestyle. They commissioned strategic service design work from Sangre, where I served as the lead designer, contributing my expertise and valuable insights to the project.

 
Strategic design for Vivago's digital services – Transforming physical solutions into modern digital services
 

Background

 

Vivago planned to create a new online service channel – Vivago Digital Services – for consumers and corporates to order their services. This new channel integrates digital marketing, order processing, delivery, and customer service. The work focused on consumer markets, with the main requirement being that the new system is also scalable for corporate use.

 

Project Model

 

Vivago commissioned strategic service design work from Sangre, and I served as the lead designer on the project. I conducted background research and created a strategic document full of insights for use in strategic decision-making and future project planning. A key artifact and outcome of the project was a comprehensive mapping of the primary and secondary stakeholders and their roles in the service experience.

 

Service Design

 

Vivago had already conducted their own customer research, which seemed valid. I refined the customer profiles they created for their physical products to fit the vision for the new digital channel. Based on these profiles, I developed possible user stories and scenarios. By combining the client's insights with my research, I mapped the key stakeholders and their interactions with the envisioned system.

 
The Vivago Digital Channels stakeholder map, outlined in the original project plan, helped create a more detailed service blueprint, including actors and systems from both frontstage and backstage perspectives.
 

The Vivago Digital Channels stakeholder map, outlined in the original project plan, helped create a more detailed service blueprint, including actors and systems from both frontstage and backstage perspectives.

 

Strategic Planning

 

The strategic document created for the client included both a study and a detailed plan with suggestions and recommendations for the subscription-based service model. The service blueprint developed in the project provided the main insight for the client. It describes the consumers end-to-end order and deployment experience from the perspective of the primary and secondary personas, including the device orderer, device user, device monitor, as well as warehouse and postal system workers.

 
The Vivago ecosystem was mapped during the project, detailing all physical products and digital services and their interrelationships.
 

The Vivago ecosystem was mapped during the project, detailing all physical products and digital services and their interrelationships.

 

Outcome

 

The outcome was a two-part strategic document detailing the planned system's personas, their user stories & scenarios, stakeholder & ecosystem mapping, and a comprehensive service blueprint. It also included sitemaps & concept wireframes for the new system, as well as inspiration and ideas for creating a world-class digital service. The client used this strategic documentation for management decision-making, detailed project planning, and to challenge and solicit bids from digital agencies for the implementation of the new Vivago Digital Services.

 

Reflection

 

My professional experience in digital service design, coupled with my educational background in service design, ensured that the outcome aligned with the client's vision. This project provided an excellent opportunity to utilize my service design studies, design thinking expertise, and strategic planning skills. ▪

 

Methodologies

 

Service design, design thinking, service blueprint and strategic planning.