Service Design Hackathon, Day 2. (29.1.2016)
Friday night after work at 6.pm, raining outside, it is no more real winter outside. I must turn my head in to creative gear. These were the first thoughts on that night before the game of Kiinteistömaailma Hackathon started again. Homework was completed, which was to think:
“Home service ”tripadvisor”– because of you and your home”
- COMPETITIORS FROM CUSTOMER´S PERSPECTIVE
- COMPETITIORS FROM OUR BUSINESS DOMAIN
- HOTTEST START-UPS
- HOW COULD CURRENT BUSINESS BE DISRUPTED
- HOT NAMES
- INSPIRING SERVICES & PRODUCTS
- PUBLIC DEBATE AROUND THE TOPIC
We also had to think of someone potential customer for our group and invite he/she for interview to Futurice for that night. Our guests were pensioners, living in Helsinki and Sipoo.
After cup of coffee and interview our team was ready to start full on working again. This evening´s programme was to search for business goals and limitations of our business idea. Segmentation of our customers and most of all “Love the problem, not the solution!” The point of the interviewing was to find customer´s needs, thinks and feels. Also to think what suprises us the most!
Our service idea started to get it´s shape. We noticed very important thing, future is missing totally on Kiinteistömaailma´s webpage. You may buy, rent or sell your house/ flat via Kiinteistömaailma, but the main thing “living” in the house is not important right now for Kiinteistömaailma, at least this became our feeling.
Our topic “Service of living in the future – 2020?” wants to bring daily living in to Kiinteistömaailma´s strategy. We want to make new tab called “Living” on kiinteistömaailma´s webpage. When you click “Living”, opens up for customer Tripadvisor looking page, where customer may search quick and easy any kind of daily services (such as cleaner, nanny, plumber etc). At the same time it is all visible how good or bad this service is by the experience of other users. As today you must search separately and maybe for hours good and reliable services to make your daily life easier. By the time you had find what you were looking for, you are already tired to continue to contact such a service provider, which leads you of course not to use ..cleaner for example, because it feels too complicated after all.
Our customer focus was at the beginning people age 60+. Very soon we noticed through the interviewing that this generation isn’t very familiar with fast developing Internet. Older generation feels customer service face-to-face much more comfortable and so on we decided to change our customer segmentation. Via brainstorming and asking question “WHY? WHY? WHY?”… we ended up the day 2 of Hackathon.
To be continued Day 3. (30.1.2016)
Written by Paula Nordfors – Laurea, Helsinki, Finland