SEB offers its clients an extensive range of financial services. As part of a European finance group with operations in Sweden, the Nordic countries and rest of Europe, SEB offers banking services through a variety of channels. Customers can choose how and when to conduct their banking needs through any one of their 675 offices or via mobile banking service. In addition SEB’s internet solutions enable their customers to perform online transactions, such as paying bills or stockbroking services. SEB recognizes the increase in importance of the Webb based meeting with the customer.

Transformator’s roll was to identify how the customers experience the services and prototype new and innovative solutions. In an iterative process, new prototypes can be developed, tested and refined in a time efficient manner. In the end we can ensure customer-proof services that  is easy to understand, use and like.

With 24 independent regional insurance companies and the jointly owned Länsförsäkringar AB, Länsförsäkringar is Sweden's only customer-owned and locally based banking and insurance group. Länsförsäkringar is the market leader in the Swedish non-life insurance segment, with a market share of 30%.
Länsförsäkringar had great understanding in the importance of using the internet and web solutions as sales channels to its customer and where making efforts in developing its on-line services to be as easy as possible to understand and use.Transformator was commissioned to explore and illustrate the customer’s habits, needs and wants in using web based sign-up services for the auto insurance segment. After implementing the new service principles sales increased by 32%, a result that was sustained for years to come.
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Karolinska University Hospital in Solna is one of Scandinavia’s premier health facilities. Together with the world-respected Karolinska Institutet, Karolinska lead in medical break-throughs in Sweden. The department of emergency was planning major changes to reduce waiting times and omprove efficiency. Waiting room design has an important role in streamlining and patients' understanding of the new system is a key component of the challenges at hand.

Transformator designed the new waiting room for the emergency room in a service design project that focused on; improving the working situation of staff in the waiting room and empowering the patients in the hospital situation.

Designing New Digital Services for Customer Registration

Bilprovningen (the Swedish Motor Vehicle Inspection Company) is by appointment of the Swedish government for inspecting all vehicles registered in Sweden. Bilprovningen inspects approximately 4 million vehicles each year at over 175 locations. A part of the challenge that Bilprovningen faces everyday is to register every single customer at the station before the inspection takes place. This is guided by a digital interface at an onsite terminal that each customer interacts with. About 9/10 users experienced difficulties and 1/10 users needed assistance from the station crew, taking valuable time from the task at hand.

Transformator mapped the customer’s journey through the digital interface and identified the obstacles, preconceptions, expectations, mindset and needs. Based on these customer insights we developed and designed a new user friendly interface and logic for the onsite registration that creates a positive customer experience.

Taxi Stockholm was founded in 1899 and is today Sweden’s largest and oldest taxi company with close to 4500 employees and an annual turnover of 1,7 billion SEK. With thousands of employees of more than 90 different nationalities one of the biggest challenges is to maintain a cohesive brand.

The solution for measuring and impacting how the brand was delivered was divided into three parts; “Being the user”, where service designers and researchers from Transformator experienced the rand first hand by acting as customers, in depth Interviews with a selection of drivers and finally a new design for questioners that had the ability to encompass the brand delivery in the interaction with customers. The project gave a clear picture on what areas Taxi Stockholm had to improve in order to steer the brand experience. Furthermore the open ended questions collected a large amount of valuable information and new ideas about managing the brand from the collective knowledge of the staff.

Europark is a part of the global parking service company APCOA and is the leading provider in Europe. Europark Swedish AB is a leading player in the Swedish parking service. The main activity is focused on the establishment and operation of parking facilities. The company has about 200 employees and nearly 1,000 parking and surveillance missions in 10+ cities in Sweden. Like many other companies in the service industry Europark knew the any business or service development must have a firm connection to true customer needs and behaviors.

Transformator mapped all internal and external customers and all relevant touch points between them and Europark in a global Customer Journey Mapping. This platform made out the foundation for new and innovative services, market initiatives, CRM and future business opportunities and positioning.

Niscayah provides security systems and services that secures the customer’s employees, production and facilities. Niscayah’s offering is based on knowledge and specialist competence regarding how technical security products.Niscayah employs about 6000 people in 14 countries and has an annual turnover of about 800 M Euro.

Transformator was assigned as identity manages dealing with both brand issues, product and visual identity as these were all tightly connected in order to promote Securitas Systems brand values. The brand and identity was to be communicated through all the touch points Securitas Systems had with their customers and users. Therefore great emphasis was put on creating both visual and product guidelines simultaneously in order to ensure that the brand values where communicated where the user was.
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Innovating the Webb as a primary channel for sales in the service sector

Comaea was founded by entrepreneur and HR strategist Per Palmer with the vision to make the skills management easy for everyone. Awareness of the needs of managers and executives need to lead and develop employees grew during the many years of experience as a consultant and experience to lead and develop knowledge-intensive business. An important cornerstone was to have an easy and practical tool based on a well-proven methodology.

Transformator helped Comaea to develop and design their Webb meeting with potential clients and turn that in to a powerful sales channel. Transformator was able to map the decision making process of potential clients using research methods that had been developed and adapted from the industrial design field. The insights gained from the customers was then used to develop and design the service experience in the Webb meeting.

Service Design for organisational change

Friskis&Svettis is a national non-profit exercise association with over 165 locally organized association and close to half a million members. Their mission is to offer engaging and easily accessible exercise of a high quality for everybody - and get the Swedes moving. Friskis&Svettis Riks is the organisation head office and a service support unit, brand keeper and lobbyist for exercise and health related issues for the entire Friskis&Svettis organsisation.
With over 165 locally organized associations, Transformator task was to lead an innovation and development process addressing internal communication for Friskis&Svettis Riks. Friskis&Svettis is a fast growing organisation and the internal communication is one necessary tool to evolve as a whole to face new challenges. Through interviews and observation studies of Friskis&Svettis Riks, the umbrella association and local F&S associations; Transformator mapped the information flow within the organsisation. This gave insights into where the most common misunderstandings and information losses occurred and he tools necessary for change.

Scania was founded in 1891 and has since then built and delivered more than 1,000,000 trucks, buses and coaches. Today, Scania is the world’s third largest maker of heavy trucks and busses. Scania is an organization historically focused on superior technical solutions. The users and decision-makers generally perceive trucks as technically equal, which make the perceived values of the product an important part in the purchase decision.
Transformator developed a Product Identity platform describing what a Scania truck was to communicate and to whom this should be communicated. The Product Identity platform describes the core of the Scania brand in the products. The company’s new R-model was introduced in early 2004. This model was created with the new mindset integrated into in the Scania organization According to Scania, this way of developing a new product helps them keep their competitive advantage.
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Finding the Lost Soul – and Putting it Back in the Products

AEG Power Tools are one of the leading manufacturers of electrical tools in the world with distributors in 150 countries. Over the years, AEG Power Tools have been at the very forefront of innovation. The AEG Power Tools brand was facing a dilemma. Professionals regarded AEG as more of a maker of hobby tools for domestic use. At the same time, buyers of tools for private use perceived the products as expensive and made for professionals. This resulted in an unclear position in the market, which led to declining sales.

Niscayah provides security systems and services that secures the customer’s employees, production and facilities. Niscayah’s offering is based on knowledge and specialist competence regarding how technical security products.Niscayah employs about 6000 people in 14 countries and has an annual turnover of about 800 M Euro.

Transformator was assigned as identity manages dealing with both brand issues, product and visual identity as these were all tightly connected in order to promote Securitas Systems brand values. The brand and identity was to be communicated through all the touch points Securitas Systems had with their customers and users. Therefore great emphasis was put on creating both visual and product guidelines simultaneously in order to ensure that the brand values where communicated where the user was.
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