Employer: The Swedish Board of Student Finance (CSN) Role: Service Designer
Background: CSN is in the process of testing the methodology of Behavior Driven Development as a method within the project for student finance for transition and retraining. To understand how this approach can be implemented, it has been decided to test and coach the method for selected teams. This requires graphic support materials to facilitate the process. The material should be easy to use and provide a sense of security and motivation.
Problem: How do we develop support material that motivates CSN's employees to incorporate Behavior Driven Development as a method in their work processes?"
Strategy: Utilizing the innovation guide's development process for service design, I planned and structured a workflow that included market research, interviews, thematic clustering, and user testing. The presented results are based on a SWOT analysis and around 30 interviews with internal CSN employees and external stakeholders experienced in working with service design.
Outcome: A dynamic handbook with a method bank in PowerPoint that everyone at CSN can easily access and manage. It includes ready-made layout templates tailored for physical and digital workshops, as well as editable templates that can be customized for specific projects. Additionally, I identified four different behavioral groups (personas) at CSN. These were presented through digital and physical brochures, serving as practical tools for implementing new working methods and approaches.
Technology: Layout, PowerPoint, Illustration, Typography, SWOT, Interviews, User Testing
