▲ The renovated lobby of Taipower_s Keelung Branch service center
In response to a vision for a sustainable, net-zero future, Taiwan Power Company (Taipower) is in a crucial phase of its net-zero transformation, steadfastly progressing towards this goal. To implement sustainable management strategies, Taipower collaborated with the TDRI in 2021, jointly exploring innovative issues within organizational and external services.
Through a blueprint for service innovation and cross-disciplinary cooperation, Taipower has fundamentally transformed its service locations. On March 7th, Taipower and the TDRI unveiled the fruits of their collaborative efforts at the Keelung Branch Service Center, showcasing how design drives public service innovation!
▲ Interdisciplinary team collaborates at the service center
to unveil innovative service design outcomes.
To clearly delineate the blueprint for service transformation and identify opportunities for innovation, the TDRI began with service design research. Through analyzing trend cases, conducting stakeholder interviews, surveys, and co-creation workshops, the institute has gained a deep understanding of employees’ perspectives on branding, electricity services, and operations. Simultaneously, it has focused on exploring a series of innovative goals both internally and externally.
▲ Interdisciplinary and interdepartmental co-creation workshop helps to focus on future vision for innovation.
In an effort to improve customer service, Taipower has fostered interdepartmental collaboration and formed a multidisciplinary team with the TDRI. They have turned the most impactful customer interaction zones into experimental hubs for practicing service innovation.
How Can the Service Center Become a Hub for Implementing Service Innovation?
As payment methods diversify and services go online, encouraging the adoption of emerging green energies, the service center faces multiple challenges:
- Regional disparities in service demand necessitate flexible space configurations to avoid underutilized counters and alleviate congestion that may cause customer anxiety.
- Existing hardware and software setups are rigid, making it difficult to adapt to changing demands.
- Information overload, difficult content, and a lack of a consistent identification image.
▲ The existing impression of the service space environment.
Opening a Dialogue with Multifaceted Services
By focusing on the real-time needs of customers and enhancing mutual trust between the enterprise and the public, the team aims to transform service spaces into hubs for knowledge and information exchange within the community, fostering a service experience tailored to future user needs. The introduction of modular service facilities establishes adaptable and implementable design standards.
▲ Establishing sustainable design standards with service unit modules and clear signage systems.
- Creating a Comfortable and Friendly Environment for the Public and Staff
The lobby is designed with warm wood finishes and sleek metal details, complemented by minimalist colors and bright lighting, creating a professional and relaxing public space. Clear informational signage and call alerts are provided, ensuring that visitors can wait and use services comfortably and with peace of mind.
▲ Adjusting the ambient atmosphere with warm wood tones.
▲ Using ‘metal mesh’ to visualize electricity as a symbol of Taipower’s innovative services.
- Enhancing Future Service Experiences with User-Centric Design
In a semi-open exchange area, flexible activity furniture, including various sizes and movable tables and chairs, as well as a simple beverage station, has been arranged. This setup caters to various usage scenarios such as waiting, discussing, teaching, or presenting, making it a central place for interaction between Taipower and the public.
▲ Utilizing modular furniture to create versatile space configurations that accommodate a variety of future use scenarios.
▲ Wheelchair-Friendly Counters and Form-Filling Areas
- Setting up a ‘Community Charging Station’ for exchanging information with the public through interesting themed exhibitions
Outside the payment and processing areas, compact exhibition spaces have been introduced. These spaces provide easy-to-understand electricity-related knowledge that is relevant to everyday life, offering a broader range of service aspects through engaging thematic exhibitions.
▲ Designed by AGUA Design, the inaugural micro-exhibition ‘KEELUNG POWERRR’
▲ Opening up the service hall’s windows to connect with the public and the city.
Enhancing User Experience with Intuitive Signage and Information
In purely service-oriented locations, it’s easy to overlook how unclear information guidance can affect the experience of both staff and the public. The renovation has included the implementation of clear directional signs, spatial indexes, and service flowcharts. These enhancements ensure that essential information is easily accessible and understandable, providing a visually intuitive experience that enhances user satisfaction.
▲ Utility pole plaques themed to convey Taipower’s impression to readers.
Additionally, Taipower has proactively adopted outdoor bus shelters and removed parking spaces in the forecourt to provide ample and comfortable spaces for pedestrians and waiting passengers, actively fostering connections with the city and local residents. These innovative renovations demonstrate Taipower’s resolve in its service transformation and its commitment to community care and social responsibility.
▲ Exterior View of Taipower’s Keelung Branch Office After Renovation
▲ (Left) The original bus shelter (Right) Designed with the motif of electricity flowing through the city, shaping the streetscape of Keelung.
There is no best day, only a better day, a better Taipower for a better Taiwan.
This slogan is not just a tagline but a manifestation of innovative results. In the future, Taipower’s service spaces will not only provide sustainable energy, electricity knowledge, and related services but will also play a vital role in continuous dialogue and co-creating social impact with the public.
- Organizer | Taiwan Power Company
- Executor | Taiwan Design Research Institute
- Demonstration Site | Taipower Keelung Branch Service Center
- Advisory｜Shu-Chang Kung
- Consultant｜Alice Chou Li-Chun, Quake Xu, Tony Chang Kuang-Ming, Ahbin. Eric Chen
- Slogan Design｜Aaron Nieh Workshop
- Project Coordination and Design Research｜Taiwan Design Research Institute
- Space Planning｜JC. Architecture & Design
- Visual and Information Planning｜S.SELECT LAB
- Exhibition Curator｜AGUA Design
