All of us think holistically, but do we think together?

Change and improve your organisation's services to build loyalty and to resolve tangles in our society

Design for commercial and public services

Do you deliver what you promise? Are the users confident about the service you provide?

Service design is about developing services in order to provide a safe and secure user experience, and are of great importance to offer attractive and effective services. And for that to happen, it is crucial to get insight into what needs that are to be covered, with whom and by whom.


What we do

  • Design strategy and management

The work leading to a good design starts with defining the challenge and the organisation's short and long term goals to solve it.


  • Design research and user insights

A good understanding of user needs and behaviours are the basis for any successful solution.


  • Workshops

Involvement of management, employees and users, for anchoring the project, get insights, co-create and test solutions. 


  • Documentation and visualisation of insights

Visual representations makes user behavior and complex relationships easier to understand.


  • Vision and design concepts 

Translate user needs into solutions, and apply visual work methodology to clarify concepts and visions.


  • Implementation

Develop and realise the physical, digital and organisational solutions needed to provide the service


How does it really feel?

Design thinking for the health and homecare services of tomorrow

This is Carelab

Carelab is our center of expertise in service design, specifically geared to solve society tangles and challenges associated with services delivered to our citizenry.

Why? Because it applies to all. Us, them, you. Most people. And because we care.

Our approach

  • Observe 

users, their families, staff and volunteers. What do really happen in the «moment of truth» where services are given and received? How does it feel?


  • Listen 

to what they have to say, what they dream of, and how they would like to have it, if they could decide.


  • Stress empathy and trust

in order to put ourselves into what it is like to be them, in their shoes, when the services are as they are, and given the way they are given. 


  • Create insights

into the needs, actors, barriers and potential. 


  • Facilitate 

the meeting points between those who receive and those who give. 


  • Help to identify and visualise 

the good ideas, and eventually the good solutions - those who fulfill the needs uncovered, and actually makes a difference.