CHALLENGE
Today, 125,000 senior citizens depend on a meal delivery service, also known as “meals on wheels”. The number is growing rapidly.

How can the public meal service be optimised to fully reflect the customers’ needs – and what are the customers’ real needs?

FINDINGS
Most seniors citizens feel that they lose their dignity and are rendered even more inactive when they are no longer able to shop and cook for themselves.

Ultimately, this often leads to poorer quality of life, reduced appetite and poorer health.

A day’s meals involve much more than just lunch and dinner.

SOLUTION
The research led to a better understanding of the users, and on this background a dialogue was established between the kitchen and the customers. Cooperation procedures between the kitchen, home care providers, nursing homes and the municipal referral unit were optimised, and as a consequence a more customer-relevant and inspiring communication was developed, which produced a new and improved image. The menu was expanded (for example with seasonal dishes, meal of the week and meals for dinner guests), and the kitchen gave the dishes a more appealing presentation. Furthermore, the overall food quality was improved through a systematic effort aimed at culinary inspiration and styling, and a new introduction folder and welcome pack provided information about the work in the kitchen and bolstered
customer relations.

Design Hatch & Bloom
Involverede parter Municipality of Holstebro and Danish Enterprise and Construction Authority