Driving digital transformation one touch at a time
Driving digital transformation one touch at a time 3M Share Experientia gathered expert insights and voice of customer insights about intelligent self-service applications to create coherent storytelling for 3M clients and to provide compelling choices through predictive, engaging and learning touchpoints. We conducted a global benchmark research and interviews with industry experts to understand trends, changing paradigms and crucial concepts around intelligent self-service and created a B2B sales tool prototype: the innovation playbook that communicates the research outcomes. 3 things to know Global research Our benchmark focused extensively on Europe, US, China and Japan while industry experts joined our research from 5 different countries, bringing insights from all around the world. Driving digital transformation Design principles modelled empathic, people-centric frameworks for developing self-service experiences. Innovation playbook in action Future scenarios illustrate fast, intuitive, hassle-free experiences to end users who expect beauty and usability, familiarity and seamless connections. Gallery In depth Service mix: Design thinking Envisioning Business strategy design Information architecture Participatory design Service design Ethnography Context 3M offers a wide range of standard and customizable single-touch and multi-touch systems that are easy to integrate into OEM and display solutions, as well as a portfolio of fully integrated displays. This allows 3M clients to create interactive and immersive touchscreen experiences with systems and displays that are engineered for commercial applications and backed by advanced touch technology that’s ultra-fast, reliable and responsive. Challenge 3M reached out to Experientia to better understand its customers context and future scenarios that could strengthen its service offering. Research Experientia conducted a global benchmark research, collecting best practices and global innovative examples of self-service UX/UI systems, extracting relevant themes and trends. We interviewed 10 experts in architecture, design, food & beverage to gather first hand knowledge on how customer experiences are fueling innovation in the segment, and to understand trends, changing paradigms and crucial concepts around intelligent self-service. Design Experientia prioritized the interview insights using affinity mapping and constructed near-future scenarios analyzing different factors affecting UX. Ideation sessions generated new ideas to redefine how brands engage customers with intelligent self-service applications. Experientia designed a self service innovation playbook documenting research insights, design principles and scenario. It comes in a box containing the insights booklet, idea cards and impact map for co-creation, to aid collaborative design making. Impact The self service innovation playbook is now being used as a B2B sales tool to engage clients. Related projects All Services Behavioral design Research and assessment Strategy B2B Collaboration UI, redesigning the filter navigation experience B2B Reinventing customer and supplier interactions for a multinational flooring company B2B AR tools for industrial maintenance Go back to our portfolio
AR tools for industrial maintenance
AR tools for industrial maintenance Hitachi Share Experientia created digital AR tools that added intelligence and efficiency to the industrial maintenance and repair processes in the shopfloor’s context. A working hi-fi AR prototype was demonstrated to the C-suite. Based on the as-is maintenance process and existing pain points, Experientia conceptualized use-case scenarios, interaction flows and interfaces. 3 things to know Express delivery Our benchmark focused extensively on Europe, US, China and Japan while industry experts joined our research from 5 different countries, bringing insights from all around the world. Focus on core issues Through user journey mapping, main issues of industrial maintenance were uncovered and turned to key solutions for the interaction concept. Innovation throughout Cutting edge technology platforms like AR Core and Google’s Cloud Speech API were used to create a coherent system between mobile, smartwatch and earbuds. Gallery Multilayer tech ecosystem that combines three devices: smartphone, smartwatch and headphones Watch interface Watch interface Analysis diagram of the maintenance process and existing pain points In depth Service mix: Prototyping Information architecture Service design Behavioral modeling Context The client is an industrial player that has its own factories and also provides shop floor equipment to factories of their clients. In these environments any interruption in an assembly or production line is very costly. Challenge Efficient production time is lost due to misinformed, miscommunicated and non-standardized maintenance processes. The solution is a combination of user and system generated content that constantly improves according to daily incoming data about maintenance operations. The client would like to use AI and machine learning to provide values for all the stakeholders. Research Focused on worker’s needs to get jobs done rather than just spreading technologies, our solution was built on day-to-day tech providing maintainers with non-invasive support enabling them to be able to choose the best tech and device depending on the context and their personal experience. We used a (high end) coffee machine as a simulacrum of an industrial machine and mapped user journey and defined opportunities of digital tools for industrial maintenance. Design The proposed solution is a multilayer tech ecosystem that combines three devices: smartphone, smartwatch and headphones. They overlay timely, qualitative and statistical information to maintainers about assets, manuals and maintenance steps. The solution enables communication amongst colleagues and creates an easy reporting system, all integrated through a user and system generated database. Experientia designed a hi-fi prototype to showcase functionality and adequacy of an augmented multistep maintenance process on an exemplary machine. The prototype consists of an augmented reality app on mobile, an information app on a smartwatch and voice assistant interaction on a bluetooth headset. The demo across three devices proved interaction patterns and its benefits. The user journey consists of the six steps of a general maintenance process (asset failure, location, inspection, repair, spare parts, report and shift handover) organized along with macro phases (inspection, operation, communication, documentation). As second layer, we considered elements such as actors / tools and challenges and we highlighted the time consuming activities. Impact The client used the demo internally as a proof of concept to obtain further funding for future exploration As next steps the knowledge platform needs to be implemented and the solution should be tested on a shopfloor.. Related projects All Services Behavioral design Research and assessment Strategy B2B Collaboration UI, redesigning the filter navigation experience B2B Reinventing customer and supplier interactions for a multinational flooring company B2B Driving digital transformation one touch at a time Go back to our portfolio
Packaging upgrade for Chinese food producer
Packaging upgrade for Chinese food producer The Yellow Swan Share The Yellow Swan is a new Chinese food company committed to the highest quality standards of egg production. Building on the Japanese practice of eating raw eggs in the morning, Yellow Swan produces high quality eggs to be eaten raw. The company aims to build world-class high-quality egg leadership brand based on innovative technology, equipment, and production management models. 3 things to know Packaging design explores the core value of the brand The core value of the brand is quickly and immediately communicated to consumers through the packaging. Pictographic graphics logo design builds new brand identity We simplify the shape of swan and yolk to make it more friendly and geometric. Creative and easy to identify. Different sales platform use different packaging design We designed different packaging for different sales platforms to maintain the unity of the visual system. Gallery Egg box design Identity “Simply natural” concept “Safe and good to eat raw” concept “Swans in Chinese scenery” concept “Eat it raw” concept “Sunrise” concept In depth Service mix: Design thinking Business strategy design Description The project involved a concept development phase to solve specific packaging design needs of the brand. We developed 2 main packaging design concepts from supportive visuals and content to a precise brand message. The aim was to develop a concept that provides a distinct design solution and effortless effectiveness on multiple levels, is unique, and stands out from retail shelfs. Experientia redefined the overall brand visual identity and strategy in terms of brand’s core values, brand voice, and brand messaging architecture, and then developed the production ready design specifications of the instore, online and gift packaging. Related projects All Services Behavioral design Research and assessment Strategy Brand UX Qualitative research on food and drink consumption to develop new consumer services Brand UX Redesigning the visitors’ museum experience Go back to our portfolio
Redesigning the visitors’ museum experience
Redesigning the visitors’ museum experience Pinacoteca Giovanni e Marella Agnelli Share Reimagining and redesigning the museum experience that a visitor has through a careful analysis of the current pain points. 3 things to know Pain points of a visitor’s journey A systematic representation of an ordinary visitor’s journey that highlights the positive and negative aspects of the museum experience A concept for a new wayfinding system A proposal for the redesign of the elements that guide the visitors along the museum Ideas for a new museum experience A range of ideas that can improve the visitors’ experience, from redesigning spaces to offering new services. Gallery Take away navigation Informative facade Floor signage Signage The intensity of the visual elements becomes lighter going up Visitor journey map External view of the Renzo Piano designed museum In depth Service mix: Information architecture Service design Ethnography Context The art gallery, inaugurated in 2002, sits on the top floor of the Lingotto complex, the first FIAT factory and now a modern complex with concert halls, theatre, a convention centre, shopping arcades and a hotel. The Gallery contains a selection of works from the private collection of Gianni and Marella Agnelli. The collection is housed in the “jewellery box”, a steel body designed by Renzo Piano, with an area of 450 square meters raised 34 meters from the test track on the roof of the factory. Challenge The location within the Lingotto complex creates a multitude of wayfinding challenges for the visitor. The challenge was thus how to create a new visitor experience that helps guide visitors but also provides a new identity for the museum. Research Four colleagues explored and mapped the services provided by the Pinacoteca Agnelli. Only two were native Italian speakers. We collected experiences from people that visited Pinacoteca for the first time. This allowed us to create a systematic representation of an ordinary visitor’s journey that highlights positive and negative aspects of the museum experience. Design The design activities started with idea generation activities: we conducted several brainstorming sessions internally, merged the ideas that were similar, selected the most effective, and developed the most promising one in more detail. The next phase concentrated on developing a proposal for the redesign of the elements that guide the visitors along the museum, in other words a concept for a new wayfinding system. Following a process focused on the visitor experience, we took into account the visitors’ impression of the building to inspire the new design of the signage. A gradient recalls the experience that visitors have while going up the elevators: from a chaotic environment to a delightful and sophisticated art space. By using the shapes of the roof and the 5th floor we want to enhance the link to the architectural space by creating an echo of the structure inside the Pinacoteca Agnelli. We also developed a range of ideas that can improve the visitors experience, from redesigning spaces to offering new services. Impact The museum is in the process of implementing the Experientia design guidelines. Related projects All Services Behavioral design Research and assessment Strategy Brand UX Qualitative research on food and drink consumption to develop new consumer services Brand UX Packaging upgrade for Chinese food producer Go back to our portfolio
Innovation opportunities in the Polyclinic of Palermo
Innovation opportunities in the Polyclinic of Palermo Policlinico Giaccone Share Understanding the user experience in the hospital to bring incremental innovations to its clinic services 3 things to know Flexibility and adaptation An iterative approach throughout the project allowed us to adapt the analysis on the hospital context, its rules, and emerging unexpected opportunities. Observe, understand, create bridges Understanding behaviors and expectations of users, doctors and professionals was essential to respect the equilibrium between different perspectives in the hospital context. Deliver innovation pills Experientia proposed small solutions that could have a great impact on users (patients and HCPs) and that could be more easily integrated into the complex system of a University Hospital. Gallery In depth Service mix: Prototyping Participatory design Service design Behavioral modeling Ethnography Challenge We carried out a user centered design project within the University Hospital Polyclinic Paolo Giaccone of Palermo with the aim of generating innovative ideas to be deployed in its clinics in the area of cardiology, oncology, opthalmology and haematology. Following a participatory process, we involved the clinics’ medical staff in research and generative activities, detected two concepts and prototyped one of them. Research We conducted contextual interviews and shadowing for one week in 5 clinics in the Polyclinic, with physicians and nurses, their heads, and other primary actors in the clinic under study (e.g. postgraduate doctors, psychologists and administrative staff). This research allowed us to understand the functioning of the complex hospital system in the specific context of outpatient visits, aiming to propose solutions benefitting both HCPs and patients. Design Based on the workshop results, two design concepts were presented, one focused on effective communication between health professionals and the other on the welcoming and orientation of the patient. Considering the boundaries of the project, we decided to further develop the first concept, to illustrate it with a use scenario, and to integrate with a high level prototype aimed at showing functionalities of the main hospital software that could be implemented in order to facilitate interdepartmental communication. Impact The solution aims at facilitating collaboration – both between healthcare professionals within the same ward, and with other hospital facilities – through the optimization and integration of the functions of the Hospital Intranet and the creation of opportunities for meetings between healthcare professionals. Related projects All Services Behavioral design Research and assessment Strategy Health GoCare: Interactive dashboard for a better home hospitalization service Health Rare disease patient journey mapping HealthSocial innovation Singapore: a city for people aging gracefully Go back to our portfolio
Finding entertainment on the go
Finding entertainment on the go Netflix Share Inspiring the future of mobile entertainment: a global desk research to identify emerging trends, innovations, and best practices in onboarding, sign-up and consumption in the coming 5 years. 3 things to know Global reach with local sensitivity Local researchers from the regions of SE Asia, Asia and Latin America contributed to uncover findings with high relevance for each of their own markets. A user-driven, visionary focus Visionary trends were user-driven, meaning that we put users at the center to define what changes in mobile entertainment would potentially have a greater societal and behavioral impact. Triggers for innovation From the understanding of the cultural, social dimensions and technologies we gave interaction design directions on how those trends could be meaningfully applied. Gallery In depth Service mix: Design thinking Challenge Experientia was asked to explore current, innovative and inspirational best practices in entertainment onboarding and sign-up processes from a global point of view, with an emphasis on Asia and Latin America. Research We carried out a research to identify the best practices relevant for mobile entertainment. We gathered over 200 examples of inspiring technology in collaboration with a team of local researchers from India, the Philippines, Indonesia, South Korea and Latin America. Following the research, we developed a trend analysis, looking at consumer behaviors, cultural clues and technology developments with a possible impact in mobile entertainment in the year 2022. Impact We imagined how those trends may have an impact on Netflix. After an in-house ideation session, we selected 39 inspirational ideas to sparkle the creativity of the design team at Netflix. The short ideas looked at design solutions for the onboarding, use and consumption of mobile entertainment Related projects All Services Behavioral design Research and assessment Strategy Consumer technology Buttonless: engaging users in interactions with keyless devices Consumer technologyFinance BancoSmart, an award-winning ATM Consumer technology Exploring urban dwelling usage to inform appliance design Go back to our portfolio
Reinventing customer and supplier interactions for a multinational flooring company
Reinventing customer and supplier interactions for a multinational flooring company Tarkett Share Tarkett, a multinational flooring manufacturer, asked Experientia to explore ways to make them the easiest flooring company to interact with in Europe and the Americas. Experientia conducted in-depth ethnographic research, including contextual interviews and shadowing, in five different countries across Europe, the USA and Russia. We investigated the diverse range of stakeholders of the company, from architects, to flooring installers, wholesalers and retailers. 3 things to know Global research Our benchmark focused extensively on Europe, US, China and Japan while industry experts joined our research from 5 different countries, bringing insights from all around the world. Our local researchers conducted contextual interviews with architects, installers and retailers across five countries, ranging from observations of fitters removing flooring at Paris’ Roissy airport to discussions about design choices with architects in New York. Driving digital transformation Design principles modelled empathic, people-centric frameworks for developing self-service experiences. Innovation playbook in action Experientia designed innovative client-centered product/service solutions to improve supply chain performance, internal processes and company culture and grow Tarkett customer experiences. Gallery In depth Service mix: Design thinking Business strategy design Participatory design Behavioral modeling Ethnography Context A historic manufacturer of flooring products of all types, Tarkett faced the challenge of having to address increasingly fast supply lines at construction sites, while the move to digital experiences meant that they had to rethink and restructure their entire service experience. Challenge Our role as Tarkett’s user experience partner was to consolidate key knowledge dispersed across regional and functional divisions, act as an objective research partner in communicating their customers’ varied service and product needs and propose relevant, innovative solutions to improve the customer experience. Research Experientia interviewed and observed 80+ architects, flooring installers, wholesalers and retailers In USA, France, Netherlands, Sweden and Russia, using a range of ethnographic research methods including expert interviews, contextual inquiries and co-creation workshops. Stakeholders interviews and co-creation exercises with a variety of professional roles mapped the supply chain experience of commercial flooring products and services. Fieldwork results, customer journey maps and personas identified emerging themes ranging from sales relationships to life cycle approaches, product sampling to information management, deliveries to work flow issues. This initiative combined Tarkett’s EMEA, Russia and North America teams to share knowledge and work together on developing promising service concepts. To ensure that expert knowledge was incorporated into foundational research, we conducted stakeholder interviews with a range of employees from country sales managers to C-suite executives, who we involved throughout the research design and ideation processes. Design Experientia generated 150+ service opportunities for the different market segments. Co-design sessions with architects, interior designers, installers and retailers evaluated, prioritised and iterated select service opportunities. High value concepts were developed into concept prototypes and tested in the markets. Impact Our painpoint analysis was taken forward by the company into a detailed action plan: the simplest were addressed immediately, while other were the focus of more structured, longer term interventions. New initiatives and projects were launched, including a service for architects who could send their CAD drawings and renderings to Tarkett with 3 floor choices and would receive a few days later – and free of charge – a completed rendered visualization with those floors. Related projects All Services Behavioral design Research and assessment Strategy B2B Collaboration UI, redesigning the filter navigation experience B2B AR tools for industrial maintenance B2B Driving digital transformation one touch at a time Go back to our portfolio
Low2No: shaping the future of sustainable living
Low2No: shaping the future of sustainable living Sitra, the Finnish Innovation Fund Share In the former container port area of Helsinki, a building block named Airut (“messenger” or “herald” in Finnish) has risen to showcase innovative solutions for green developments worldwide. In collaboration with the engineering firm Arup, the architect studio Sauerbruch Hutton and Galley Eco Capital, Experientia has been a key contributor of this mixed-use development block, which houses around 500 residents, together with small-carbon-footprint services. 3 things to know Creating value through service design We designed energy demand management solutions and services and coordinated “mixed use” service offerings. The core of the service was enabling participatory solutions, such as games, competitions, workshops and websites for all its users. Behavioral change We analyzed drivers of behavioral change like environmental & life constraints, motivation and belief, social pressure and constraints, cultural framework, architectural and interface affordances, and designed fifty initial ideas for tools and services to facilitate behavioral change in Jätkäsaari Award winning Airut and Low2No have already won two awards – the 2011 Italian national prize for innovation in services and an acknowledgement prize in the 2011 Holcim awards for sustainable construction. Gallery In depth Service mix: Prototyping Information architecture Participatory design Service design Ethnography Useful links: Italian National Prize for Innovation in Services Blog post 2011 Holcim awards for sustainable construction Blog post Context The climate crisis requires new ways of designing and living our built environment, particularly in colder countries like Finland. Sitra, the Finnish innovation agency, launched an international competition for a low carbon housing and commercial building complex in Jätkäsaari, a reclaimed goods harbour to the west of central Helsinki, that aims to facilitate behavioural change towards more sustainable lifestyles. Challenge The competition was won in September 2009 by an international team led by global design, engineering and planning firm, Arup, providing engineering and sustainability services. The team also included Berlin-based Sauerbruch Hutton as lead architects and consumer behavior-change strategists Experientia. The building complex covers 22,000 square metres and provides new residences, office and retail space. Emissions are reduced through building design and performance, mobility systems and food production Research As the experience design partner, Experientia’s role has been to nudge the behavior of the people that visit, live and work at Airut, in a lasting sustainable direction. This nudge is being achieved through actively involving potential future residents and entrepreneurs in the development of their future environments, through the design of impactful, sophisticated and sustainable service offerings, and through the creation of behavioral change programmes. Design These interventions help to reduce energy demand and carbon emissions by enabling residents and workers to make better choices about their consumption while enjoying a very high quality of life. They are, in other words, “soft infrastructure” offerings that will complement the block’s “hard infrastructure” for energy and carbon management, including geothermal preheating and cooling, building integrated photovoltaics and a carbon neutral bio-heat product provided by the district heating network. Our specific deliverables have included a behavioral change framework, an award-winning service platform design, and a smart meter user interface design. Experientia has also worked on the planning and design of services, to create, within the Low2No project, a “Food Hub” (offering services related to the purchase, consumption and sharing of regional, organic food, an ethical and sustainable alternative to the products commonly offered in the Finnish market); an “Eco-laundry” (using highly efficient practices and detergents with a low environmental impact); and a communal, wood-fuelled sauna (an eco-friendly response to the presence of a private electric sauna in most Finnish homes). Impact Construction has been completed and the block is now occupied. From now, the sustainable ideals that govern its day-to-day life act as a model and example for the rest of Helsinki, Finland and the world. It has already won two awards – the 2011 Italian national prize for innovation in services (awarded to Experientia), and an acknowledgement prize in the prestigious 2011 Holcim awards for sustainable construction (awarded to the full design team). italian National Prize for Innovation in Services Blog post 2011 holcim awards for sustainable construction Blog post Related projects All Services Behavioral design Research and assessment Strategy Cities & InfrastructureSocial innovation ToNite: social innovation and urban regeneration in Turin, Italy Social innovation Turin Public Libraries, redesigning the cultural experience Social innovation COE, Strengthening access to justice through non-judicial redress mechanisms Go back to our portfolio
XME Pay: redefining an m-payments ecosystem
XME Pay: redefining an m-payments ecosystem Intesa Sanpaolo bank Share The human-centered approach is now central to the finance industry, as banks have become savvy in how to best connect to their customers’ needs and desires. As part of this trend, Intesa Sanpaolo asked Experientia to collaborate in the ideation and development of innovative features for a payment app (XME Pay). 3 things to know A step forward for digital and mobile payments The app is designed to be simple and immediately usable by a wide range of users. It also provides new services and functionalities, to improve on existing solutions. Working in agile mode To make development faster, we experimented with hybrid modes of prototyping, UX/UI design and agile methodologies. This helped ensure an efficient process and technically feasible solutions: concepts translate insights into actionable innovation opportunities to be prioritized, prototyped and evaluated. They took the form of platform or service visualizations, product design sketches, feature ideas, interaction and user interface solutions. Ongoing checks with service users To speed up the process of prototype testing and design iterations, we carried out several test rounds (with young users, seniors, professionals and families). Gallery In depth Service mix: Prototyping Information architecture User experience testing Behavioral modeling Useful links: Link to XME Pay Service by ISP Context Mobile and contactless payments continue to grow at an astonishing rate in Italy. In this context, Intesa Sanpaolo needed to quickly develop an effective mobile solution, able to compete both with the solutions provided by the main market players (Apple, Google) and with new innovative local players (SatisPay). Challenge Experientia was asked for a support during the contextual research, the definition of service concepts and prototypes, and the usability tests. Research Experientia conducted 16 contextual interviews in Milan and Naples, 10 with end-users and 6 with merchants. The interviews allowed us to identify payment behaviors and routines, and to generate ideas for accessory services such as discount management and loyalty cards. Design The study of the concept features was fundamental in the definition of the first and subsequent prototypes. Working in Agile, it was possible to quickly carry out several iterations of the application, and to test the functions with users in special sessions: some were dedicated to usability testing (training evaluation), others to specific insights, with different solutions in comparison (A/B testing). Impact The final solution was then developed and released in the summer of 2018, and was adopted in the first six months by 1.2 million customers (18% of the bank’s multi-channel customers). Link to XME Pay Service by ISP Related projects All Services Behavioral design Research and assessment Strategy Finance Banca 5, a new branchless bank model Consumer technologyFinance BancoSmart, an award-winning ATM Finance CSA: sentiment-based decision support platform for crypto-currency trading Go back to our portfolio
XME Salute: integrating insurance offerings with wellness and health practices
XME Salute: integrating insurance offerings with wellness and health practices Intesa Sanpaolo bank Share Analysis of the areas of overlap between welfare practices and insurance offering, up to the realization of a banking product able to enhance them both. 3 things to know Redefine the meaning of “insurance product” Research results allowed us to identify behavioral patterns regarding the attribution of value and meaning in health and wellbeing areas, and define hypothetical use scenarios on how to involve users in a holistic self-care. Facilitating and enabling behavioral change Based on an analysis of the offer and on the formative evaluation, we were able to create a better definition of the service model and a detailing of pre-requirements to convey this service through digital/web and mobile platforms. Drivers of behavioral change We analyzed drivers of behavioral change such as Environmental & Life Constraints, Motivation and Belief, Social Pressure and Constraints, Cultural Frameworks, and Architectural and Interface Affordances. Gallery In depth Service mix: Prototyping Information architecture User experience testing Behavioral modeling Useful links: Link to XME Salute Service by ISP Context Since the middle of the last decade, the phenomenon of private healthcare insurance in Italy has increased regularly: in 2016, 10 million Italians declared that they had private healthcare insurance, and the reason for the choice is due to a fundamental reason that prevails over everything else: the length of waiting lists (72.6%). To deal with a context in which users give up medical treatment because it is too expensive, Intesa Sanpaolo has launched an innovative service, able to integrate wellness practices (e.g. improving nutrition, sleep, …) with easy access to a network of clinics in which to book online medical examinations, diagnostic tests, dental and physiotherapy services. Challenge The Intesa Sanpaolo Innovation Center turned to Experientia for ongoing support in defining value propositions for its new set of services, called XME Salute (“Health 4 me”). We investigated behaviours, values and convictions people have on themes such as wellness, health and their relation with insurance products. Research Research results allowed us to identify some behavioral patterns regarding the attribution of value and meaning among health and wellbeing areas, enabling us to create hypothetical use scenarios to understand how to involve users in a holistic self-care. We analyzed drivers of behavioral change such as Environmental & life constraints, Motivation and belief, Social pressure and constraints, Cultural framework, Architectural and interface affordances. Design Based on the offer and the formative evaluation, we were able to better define the service model and detail some pre-requirements in order to convey this service through digital/web and mobile platforms. Impact Health services are an important testbed for the cultural change required by digital, so it is essential that the service model provided remains consistent with the initial design: for this reason, since the launch of the service (June 2019) we have continued to follow the evolution of features in order to keep them consistent with the service model. Link to XME Salute Service by ISP Related projects All Services Behavioral design Research and assessment Strategy Consumer technology Buttonless: engaging users in interactions with keyless devices B2B Collaboration UI, redesigning the filter navigation experience Cities & InfrastructureSocial innovation ToNite: social innovation and urban regeneration in Turin, Italy Go back to our portfolio