E. Forrest's Porfolio

Portfolio Service
Design

Service & UX designer|Creative Thinker|Product Design Enthusiast|Skilled Communicator

H&M Foundation: Concept for
H&M Preloved

This undertaking aimed not only to enhance H&M's credibility as an ecologically sustainable collaborator but also to address challenges such as navigating the complexities of H&M's digital landscape and the general skepticism among customers regarding the brand's sustainability efforts.

Commissioned by The H&M Foundation in collaboration with Berghs School of Communication, our results have been promising. Through user interviews and targeted surveys, we discovered that H&M holds significant credibility in terms of trends and commercial offerings. Yet, there remained a challenge – making second-hand shopping as trendy and accessible as purchasing new items.

We've devised a model, merging H&M's existing product development prowess with a new product category – second-hand clothes. The result is a prototype that paves the way for a sustainable cycle, ensuring fashion keeps spinning, year after year.

Service Design, Public Employment Service (Arbetsförmedlingen) Data-Driven Customer Segmentation

Dive into the realm of Service Design at the Public Employment Service! From January 2023 and ongoing, we've been on a mission to harness the power of data for customer segmentation.
Our task is no small feat – we're working within the existing IT architecture and navigating the intricacies of regulations to create a data-driven learning environment. The goal? To establish a robust process for data-verified customer segmentation that not only enhances case management efficiency but also sheds light on how job seekers approach the job market.

Commissioned by the Department of Digital Services at the Public Employment Service, our journey has been marked by challenges. From grappling with data scarcity to navigating legal restrictions, we're also addressing the nuances of the organization's structure and digital maturity.

Service Design, Public Employment Service (Arbetsförmedlingen) Self-Service Customer Journey /Service Blueprint

In an attempt to understand the customers journey and touchpoint a complete map needed to be created. From June to October 2022, we delved into the intricacies of the self-service flow for job seekers approaching the job market.
Our mission was clear – to unravel the complexities of the self-service flow. Which units, services, and systems are intricately linked in this customer journey?

What insights do caseworkers possess, and how do the systems support them? Crucially, how does this dynamic impact customers in the self-service flow during their initial quarter at the Public Employment Service?
Commissioned by the Department of Digital Services at the Public Employment Service, we set out to visualise diverse perspectives. Our aim was to compile the agency's services and architecture, aligning them seamlessly with the intricate tapestry of the customer journey.

The challenges were formidable. Past mapping efforts were confined to isolated, internal services, lacking collaboration across product teams. Transparency was elusive, hindered by technical limitations in measuring how these services intersect with the customer experience.
The result? A digital mapping masterpiece, intricately considering touch-points and internal systems, with a spotlight on the customer's journey. Join us in exploring how this mapping not only delineates agency enforcement but also sheds light on the nuanced landscape of agency services.

SL - Stockholm Lokaltrafik
Service Design and UX, Stockholm Public Transport

Introduction to the Project:
Embark on a journey to enhance the user experience of the SL app! In October and November 2021, we took on the challenge of elevating the daily experience of thousands of Stockholmers who rely on the SL app.

Our mission was clear – the SL app faced challenges with low ratings in the app store and discontent expressed on social media regarding user experience.
On the mobile platform, our goal was to not only address the apparent UX issues but to significantly improve user satisfaction with the SL app.

Navigating through the project, we encountered various challenges. The interface presented numerous, often minor, UX issues, creating a perception that the app was less functional than it truly was. We grappled with understanding how user tests had been conducted, especially concerning the journey planner's functionality, and defining the line between expected functionality for customers and nice-to-have features, particularly when both were experiencing inconsistencies.

Commissioned by Valtech for this pitch assignment, the project's outcomes were steered by a series of user interviews, establishing a clear prioritisation order.
Join us in exploring how we transformed challenges into opportunities, shaping a more user-friendly SL app for the vibrant city of Stockholm.

Service Design, Public Employment Service (Arbetsförmedlingen) Facilitating the Process of Operational Planning

In the dynamic landscape of Arbetsförmedlingen, the challenge was clear—how to structure the annual operational planning of the Guidance and Education Unit (Enheten Vägleda & Utbilda). The goal was to strike a balance: an overarching structure that stays relevant yet is detailed enough for the practical work of product teams. The mission extended beyond a one-time effort, aiming to create a replicable approach for subsequent years.