WORK
Increase vehicle uptime with people centric design thinking
Scania is a premium manufacturer of heavy trucks with a focus on delivering value through the vehicle's entire life cycle. To be competitive in the future, Scania developing new digital tools to support and replace current processes in Scania's branded products.
CLIENT SCANIA
Challange
Central to this program, Digital Dealer, is the ability to monitor active vehicles remotely to get them in for repair and maintenance just in time, not too early and not too late. Digital Dealer is currently one of Scania's most ambitious programs with great support from the entire organisation. With this program, Scania explores design thinking and user-centered design to make it more established within the company.
Methods
As the lead service designer David was responsible for leading and implementing design methodology within the program. He led the start of new service and product initiatives with a human first approach that ensured real user research and a co-creative mindset among project members.
He worked with introducing and leading new project members to new ways of working and how to approach challenges with a design thinking methodology. He planned and performed user research globally, analysed and concretised insights so all initiatives got a focused direction. With co-creation he prototyped their way forward and made a strong connection with end users to validate service and product solutions.
David supported product owners and business analysts to ensure they had a structured way of meeting end users and find out minimum viable products and requirement gathering.
The role demanded great responsibility and good leadership ability to support all project members. Strong capacity as a moderator for large group of people and strong opinions in an international environment.
Outcome
Implementation of a new approaches to solve complex problems with design thinking.
Hands on tools for 'how to' observe end users and define user needs and requirements.
Design process for of approaching new initiatives with a firm plan and confidence.
I've seen my role as a way of giving the client new tools and a new language around design thinking and how they can understand and develop great services for their end users.
