Service Design

Elevator Maintenence

With new technological developments forthcoming, the client desired to improve their escalator service and maintenance offerings.

This project comprised two phases. In phase 1, we interviewed and observed internal and third-party service technicians and departments, 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 led a co-creation workshop with the client's executives many of their 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.