1. Rethinking Subsidized Meals for the Elderly at The Good Kitchen Presented By: Kelly Thomas

2. What is “The Good Kitchen” Deliverable Food Service Serving Disadvantaged (illness, age, etc.) Subsidized Meals Denmark Seniors = 125,000

3. The Issues The Social Problem – Improving Health for the Elderly The Business Problem – Improving Menu

4. Design Thinking Tools Design Agency Hatch and Bloom Ethnographic Research Mind Mapping to Analogies Trigger Questions Co-creation

5. What do Seniors Want? Ethnographic Research Reveals Wishes: Higher Quality More Flexibility Increased Choices

6. Issues in the Kitchen Trigger Questions Reveal the Following Issues: Repetitive Menu Low Employee Morale Entire Experience Needs Redesign

7. Developing a New and Better Meal Service Brainstorming a wide range of ideas Hosted a Series of 3 Workshops Workshop 1: Ethnographic Research and Provide Insight Workshop 2: Mind-Mapping Approach and Trigger Questions Workshop 3: What Wows? What Works?

8. Implementing Change “Hospitable Food Service” “The Good Kitchen”

9. Feedback Mechanism Co-Creation Encouraged a more active involvement from the customer to create a value rich experience Focused on customer experience and interactive relationships

10. Results: The Proof is in the Pudding 500% Increase in Certain Meal Orders Increase in Customer Base Employee’s More Satisfied and Motivated Customer’s Happier with Food Received Danish Design Prize for Service Design Received Local Denmark Government Prize for Innovation

11. How Did They Do It? Using Design Thinking Engaging Entire System Willing to Redefine the Problem Living Longer in the Question