The brief


Göteborgs Stad

Our approach


Through the use of Service Design tools such as customer journey mapping and interviews we helped SEB to by creating a new customer journey which clearly and efficiently pin-points where improvements will lift the customer experience when using the Internet bank.

Process & result

From our insights we helped to create new concepts for future development and a strategy for implementation. We also created mock-ups to help top-management understand the issues at hand and to be able to make informed decisions for the future. Internet banking with SEB is great today, and it's about to get even better.

Key success factors

  • Extensive field research

  • Iterative sprint process and continuous user validation

  • Close cooperation with client

Göteborgs Stad

The population of greater Gothenburg is around 550 000. The city works actively with service design to improve many aspects and parts of the organisation


- Name Surname, Title, Göteborgs Stad

The team