How can International House deliver an efficient service that respects visitors time and invites newcomers to become part of the Danish culture?

To better understand the current service offering and the context, we used the first half of the Data Driven Service Design course to speculate and research on possible futures of the service. Speculative thinking helped us to explore the service as a part of a larger entity, to develop our understanding and gather data at conceptual level which gave us direction for the next phase.

Based on our interviews and insights, we took the McDonald’s model as a metaphor for a fast and impersonal service that delivers what you expect. The McDonald’s model reflects on the current service in a provocative way where International House aims to process as many people as possible as fast as they can. Simultaneously, it comments on the world-wide and Danish development towards self-serviced digital interactions such as Mobilpay.

Most time at the International House is being used on delivering what people ‘need to have’; the documents that allow one to open a bank account and go to the doctor. Yet, the goal of the current service is also to share useful personal information, such as cultural and recreational events. However, there is no time for that.

Deriving from these insights we made a suggestion for a self-service vending machine where there is no need of interacting with a service employee. Interacting with the machine one receives a package containing the ‘need to haves’ such as CPR card and some of the ‘nice to haves’, such as biking rules and how to design your living space by Danish design standards.