Service Design for Internal Sustainable Mobility : Designing Internal Sustainable Mobility Solutions for employees at a Swedish Automotive Industry

Abstract: This thesis is a service design project investigating the matter of internal sustainable mobility provided for employees within the industrial area of Scania CV AB, in Sweden. The purpose of the project was to offer new transport service ideas to Scania or improve the existing ones based on the needs and behaviours of the users. The target requirements of the transport system were time- and cost efficiency as well as environmental sustainability. In these days, the internal transport system provided for the employees is not popular, meaning that the majority choose to use their own car to commute in the area of the company which results both inefficiency in the system as well as increasing demand on parking places around the area. Service Design methodology was chosen to carry out the project. This is a user centered and iterative method that allows to investigate the user needs and behaviours and generate service concepts based on gained insights, which are discovered during the process. Three loops of iteration were conducted, each made up of stages such as Discover, Define, Develop and Deliver. Each loop started with an interview session to discover new insights and have a better understanding, which was followed by an analysis, and then concept generation or development was executed resulting in developed concepts at each loop. Before the process was started, a background research, a literature study and personal meetings with the client were conducted to understand the problem better and explore the possibilities and limitations. The final concepts were merged into five concept groups, which are called as Walking, Biking, On-demand service, Scania Move application and Autonomous shuttle service. The final concepts were presented on a road map, showing the recommended implementation in a chronological order. Business Plan was also done with the use of different tools. The conclusion of the project is that a sustainable mobility system was designed for Scania to implement in Södertälje achieving the project targets. Design features and recommendations for future work were also created for Scania. Based on the explorations discovered during the thesis work, Scania is recommended to work further on its internal sustainable mobility system.