Service Design

UX beyond Energy Efficiency

The SmartThings Energy energy-monitoring service directly controls Samsung's home appliances to reduce energy consumption. It also encourages appliance owners to act more environmentally. 

Designed by: Minjung Sohn, Jinyoung Lee, Jongho Kim, Hyewon Lee, and Sahnghee Bahn of Samsung Electronics

Contact: Email

Bewith-Lenovo Homecare Chronic Disease Management System

The Homecare Chronic Disease Management System was designed to help chronic patients perform comprehensive disease management while at home. It consists of a series of noninvasive data harvesting IoT devices, a mobile self-management app for patients, and a patient data-management platform for providers, all supported by an AI database platform. With the integration of these service elements, the system better connects the patient and the healthcare provider to enhance the patient’s quality of life and to reduce financial inefficiencies.

Designed by: Lenovo (Shenzhen) Electric Co., Ltd.  

Contact: Email

SXT Partner Notification Service

More than 1 million sexually transmitted infections are acquired worldwide every day. A major challenge is getting diagnosed patients to notify their sexual partners, a conversation nobody wants to have. As a result, many clinics struggle to meet government targets for partner notification rates. The SXT Partner Notification Service enables patients to notify their previous sexual partners anonymously. Partners receive an SMS message telling them that they need to get tested and helping them finding a clinic nearby. When a partner gets tested, the SXT service automatically updates the originating clinic’s records, closing the loop between the original patient and their partner. 

Designed by: Laura Paplauskaite, Matthew Ford and Craig Priestman of Bit Zesty Ltd. and Dr.
Anatole Menon-Johansson of SXT CIC

Contact: Email | Website


HelloPackage is a hardware/software system that simplifies and expedites package delivery to multifamily communities. The system consists of package management, tracking and notification software paired with modular shelves and access-control hardware. To deliver packages, carriers enter the secure room, scan packages using a tablet or a handheld scanner, and place packages on any available shelf. A combination of label readers, weight sensors and computer vision allow the system to track where a package is located and who it’s for. For pick-up, residents are provided a code for room entry. The system then uses lighting, audio and package imagery to guide the residents to their packages.

Designed by: Alyssa Mellett, Julia Kemper, Russell Kroll, Thomas Cahoon and Will Borzon of Formation Design Group for Package Solutions Inc.

Contact: Email | Website

Congestive Heart Failure Remote Monitoring Program

The Congestive Heart Failure Remote Monitoring Program helps nurses better care for their patients with congestive heart failure while simultaneously motivating patients to take control of their health. Since congestive heart failure can be detected by a sudden increase in weight due to fluid retention, the monitoring program allows nurses to regularly check their patients’ weight through an online application. Patients weigh in each morning on a cell-enabled scale, which transmits their weight to their nurse. If the patient’s weight has risen too much over a period of time, the nurse is automatically alerted and can provide an appropriate intervention to prevent hospitalization.

Designed by: the Experience Design, Innovation, Strategic Alignment & Integration and IT Teams of Humana


Southwest Airlines’ Wayfinding Prototype

Southwest Airlines has developed a fully digital wayfinding and signage system designed to make traveling easier. Based on customer and employee feedback, all existing airport signage at key locations throughout the airport was redesigned. Each sign in the new system is fully digital and location aware to tailor the experience to the time of day, flight status and customer needs. While Southwest is known for delivering best-in-class hospitality on its airplanes, it sought to improve the in-airport customer experience. By talking with customers, frontline employees and Southwest’s operations teams, the designers identified three challenges: a lack of clear and accurate information, excessive gate crowding and the need for more meaningful customer service. This work was beneficial not only for customers but also for employees. General confusion regarding active flights at each gate area has decreased appreciably with the new system.

Designed by: Continuum for Southwest Airlines


Blind Shopping

Blind Shopping is a guiding system for the blind or the visually impaired to enjoy shopping. Using the technology of positioning and bone conduction, Blind Shopping alerts the blind to prodcuts' location, navigating around any obstacles on the way. Users can scan the product for its name, price, expiration date, warnings, place of origin, instructions and customer service contact information and make the purchase.

Designed by:  Yi-Chun Chen of Tatung University


MATCHER - Shopping eXperience Innovation

The Matcher Shopping eXperience Innovation is an automatic shopping recommendation service that matches an item to a customer's needs. Through optimization algorithms known as prescriptive analytics, shoppers can get a perfect match that may even exceed expectations.

Designed by: Jihyun Kim, Suyoung Ko, Younghyun Choi, Dongbok Lee, Inhyung Na, Sooyeoun Lee and Cheolsang Lee of Matcher Service for Samsung SDS

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Cody Service Toolbag

Through the Cody Service Toolbag, Coway offers continuing maintenance service for its home appliances, including water filtration devices, air purifiers, electronic bidets and water softeners. This includes replacing product filters and expendable parts and cleaning product interiors so customers can use them hygienically. The expert who handles these services is called a "Cody."

Designed by: Mi-youn Kyung for Coway Co., Ltd

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