I realized some time ago that service design is the key issue to improve and develop processes and customer satisfaction. After I found this definition and concept, it felt that different pieces found their places – I love developing customer experience and always try my best in understanding and identifying customer needs. I was thinking that SID program might help me to develop more.
The first course “Design thinking” was much more than I expected. After the lectures I have a huge passion to figure out more of the design thinking methods and I have now gathered a good set of tools for that.
Idris Mootee (2013, 33.) defines the design thinking as following:
Design thinking can help people from diverse backgrounds to find connections between people, places, objects, events and ideas. According to Mootee (2013, 69.) the empathy helps to approach the innovations with a human-centered perspective. Empathy enables us to communicate and understand:
- Current and future needs
Design thinking itself is a powerful driver for future opportunities and innovation management. I also really like that in design-thinking processes, ideas are usually evaluated democratically, and persons can freely express their viewpoints in order to practically develop the concepts.
During the lecture we learnt different cases of Service innovation by the lecturer Katja Tschimmel, who was really inspiring and also introduced the group the Mindshake’s Evolution 6^2 tools, which we also implemented during two intensive study days. I can warmly recommend you these tools!
I think this work was useful, as the group has professionals from diverse backgrounds and only it gave me many new ideas! My favorite tool was the insight map, which also supports the human-centered approach and empathy with the end users. For me, that seems to be essential tool to develop new or existing services.
I also liked the opportunity mind-map and storyboard. We also, got to try the Lego and Post-its. My classmates have written in this blog about other interesting tools, so I better not to repeat their words – as I agree with them about the usability of those tools.
According to Tim Brown (2008, 90-92.) the basis is deep understanding of the consumers’ lifestyle and value building. I think this check list will be useful for integrating the design thinking as part of the work flow.
1. Think outside the box; Involve design
thinking in the very beginning – it can help exploring new idea!
2. Human-centricity; observe and consider human behavior, needs and preferences – what do your customers need and want? Reflect the results with the innovation models – do not forget the empathy!
3. Trial and error; have the courage to create and test prototypes
4. Co-creation; you can also expand the ecosystem and develop together with other stakeholders and customers to create new added value for all parties
5. Blend different projects; this might be revolutionary – projects can be of different size, disciplinary, units etc.
6. New funding approaches and opportunities; Well, money still runs the project world.
7. Hunt for talents!
8. Give the process some time; enable the design of the whole cycle, which might take a while.
So – let’s start the work and hope to have a learning journey full of inspiration, innovations and meaningful encounters. Right?
Posted by Suvi Ruippo – 1st year SID student
- Brown, T. 2008. Design Thinking. Harvard Business Review, June, 84-95. http://www.ideo.com/images/uploads/thoughts/IDEO_HBR_Design_Thinking.pdf
- Gibbons, S. 2016. Design Thinking Builds Strong Teams. https://www.nngroup.com/articles/design-thinking-team-building/
- Mootee, I. 2013. Design Thinking for Strategic Innovation: What They Can’t Teach You at Business or Design School. New Jersey: John Wiley & Sons, Inc. https://laurea.finna.fi/Record/nelli01.2550000001111847
- Tschimmel, K. 2019. Master Class on Practical Design Thinking, Laurea University of Applied Sciences, SID, Espoo, Finland. 6.-7.10.2019.
- Tschimmel, K. 2018. Evolution 6² Toolkit: An E-handbook for Practical Design Thinking for Innovation. Mindshake.