Service design around broken products

December 18, 2013

This graduation project is about transforming the user-experience (UX) of the event of a broken Dorel product into a positive one by a repair service. The project is done for Dorel, which is a
European company specialized in mobility and safety products for children and is known for their brands Maxi-Cosi and Quinny.

A workshop kit for the service manager is created, in order to establish a service oriented mindset in the company and adapt the repair service to each country. The kit enables the service manager to co-create the repair service with the local employees.

Click to see the poster of the project.


service manager

> Service manager with the workshop kit


workshop kit

> The workshop kit: a manual, a digital presentation, service journey templates, persona booklets and an inspiration folder.


> Personas for the repair service. Personas and video testimonials were made, so the employees can emphasize with the users.

testi & prince-11

> In the contextual user research six principles were found which are important for a positive UX. These principles are exemplified in video testimonials.


> A service journey consists of multiple touchpoints between the user and the service provider. Here a schematic example of such a service journey is shown. With the templates in the kit the employees can make the service journeys themselves.