With new technological developments forthcoming, Kone desired to improve their escalator service and maintenance offerings.
This project comprised two phases. In phase 1, we interviewed and observed Kone and third-party service technicians and departments, with the goal to understand their workflows, needs, and troubles. Phase 2 consisted of workshops and ideation with the Kone team to rapidly create and develop new services. Between the two phases, we lead a co-creation workshop with many of Kone's top customers. This gave us a rare opportunity to hear from many voices not usually available.
This project was very rapid. We used a modified "sprint" method to quickly go from questions to concepts to solutions. The increased pressure lead to many exciting prototype solutions.