A scene from a random municipal office somewhere in southern Finland. One lonely planning officer sits behind her table. She has a computer and a cup of cold coffee in front of her. Her task is to plan a new customer service process for this small municipality. There are many problems in existing process: customers don’t find the right service, the service desk is not open when people need help, customers don’t get answers to their questions in decent time – just to mention a few.
But how to come up with solutions that serve different kinds of customers in best possible way? If there would be a good solution for this problem, wouldn’t it already be invented?
After taking Laurea Design Thinking course (by Katja Tschimmel and Sanna Marttila 2017) I would give this lonely planning officer – who might or might not be my alter ego – a few advices.
First advice: take holistic approach. The service you are designing does not exist in a vacuum but is surrounded by complex variety of other existing and developing services, processes and artifacts. From the point of view of a customer these services and processes cross and blend and boundaries between them are fuzzy. Continue reading