Uncovering user needs and new food services

A user-driven design process helped Ringkøbing-Skjern municipality to further develop food services for citizens living at home. With the assistance of design concern, both management, kitchen personnel, and users learned about improvements that make the ordering process both easier and more profitable.

Ringkøbing-Skjern Kommune


Improved user understanding

Clarification of needs for future development work

Improved communication between citizens and municipality

New food services

Increased profitability and satisfied customers


“With a focus on Åkanden’s wish to improve communication between citizens and the municipality’s kitchen, an optimisation of the ordering process is a high priority – and a digital solution therefore needs to be implemented. Now we have a foundation in place for new services”

Lone Fløe, Chief economist

About the project.

With a desire to improve the food delivery service for the citizens, design concern came into play. Together with Ringkjøbing-Skjern Municipality, we organised and implemented a service design project.

We started with user surveys and mapping of the customer journey. Among other things, we found that the kitchen’s communication with citizens had clear potential for improvement. The ordering and delivery process could even be made smarter and more efficient. At the same time, everyday life could be made easier for staff and operations more profitable.

In connection with improving communications with the citizens, Køkkenet Åkanden got a new visual identity. design concern developed a new logo and

various materials that inform citizens about the options, such as meal plans for people with small appetites and a video that conveys Køkkenet Åkanden’s approach to good and nutritious food.

Based on the user surveys, we developed a plan for digitalising the ordering process. A process that makes everyday life easier and smarter for citizens and employees. The development of a user-friendly app was launched immediately after the user survey.


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