Enabling sustainable behaviours in mobility through service design

This case study presents a service design project aiming to widen up the scope and business of a technology-driven company, exploring through a user-centred approach the possible service spin-offs of a complex technological system. The project has been commissioned by the Norwegian company Q-Free, which produces an electronic toll collection technology currently used to collect tolls from motorways, parking and urban traffic. It is based on onboard units endowed with a smart card that can communicate via microwaves with antennas placed at specific points of transit. The smart card could be used also separately from the vehicle as personal card to access various kinds of services such as public transportation, touristic services or access to various facilities. Within the framework of the so-called Intelligent Transport System (ITS) sector, the features of this system enable the introduction of a new approach to urban mobility management that opens the way to a new generation of services.