Service Design

Amplifon is the leading hearing aid company in Europe.

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Role: Service Design Lead, leading end-to-end service design and stakeholder alignment across a complex, regulated medical environment.

About the project

Service design for audiologists

This project was completed as part of the Sapient-Nitro agencies engagement with the end client. The project involved some very complicated service processes and legal frameworks due to the medical device nature. The stakeholders were exceptionally challenging to work with due to big cultural differences in business attitudes and approach.

I successfully navigated the stakeholders taking a strong line from the start to establish mutual respect.

One of the major issues of this project was never-ending changes to the service design work, making it impossible to complete the project.

I reimagined the process and moved from a presentation style of work into a co-creation paper-based wireframing This new workshop approach had immediate effects. The changes ended after two meetings; equally, some of the more junior members of the hierarchical team also contributed to the efforts, from previously being silent.

The project was completed in six months once this major blocker was resolved.

Outcome

Unblocked a stalled service design programme by shifting to a collaborative, workshop-led approach, enabling delivery within six months in a highly regulated environment.