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Palmu Society: 10+10 – The Future of Service Design

Event: Palmu Society: 10+10

Time: 20.9.2018 klo 8.30-13

Place: Tennispalatsi, Helsinki

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The service design agency Palmu, now part of Solita, celebrated their 10th anniversary with an inspiring event that brought Palmu’s talented professionals on stage to discuss the next 10 years of service design and related topics from various angles.

Designing things is natural for people. It started with designing artefacts and physical items and has expanded to designing services, organizations and what not. “Is there anything that can’t be designed?”, asked Maria Niemi, one of the hosts in the event, and continued “or do we designers just consider us as gods that can do anything?”. Having started my journey in the field of service design less than a year ago and feeling still very enlightened, I’m prone to believe that everything can be designed. Judging by the presentations, the experts at Palmu seem to feel the same, but when everything is possible, the real questions are actually what should be designed and by whom.

Some key themes that were present throughout the day were:

  1. The balance between business value and the value for the customer
  2. Diverse teams
  3. Making an impact

As Esa Rauhala, Palmu’s SVP of Design, said in his opening speech: “The more wicked the problem, the more versatile skills and knowledge are needed to solve it”. He also pointed out that there’s a long way from sketches and concepts to actually changing things – and that Palmu really wants to make the changes happen, which is why they’ve taken a broader approach to service design by e.g. bringing in business people and Solita’s resources to help their designers achieving the best results.

From service design to behaviour design

The first keynote was held by Palmu’s service designer Johannes Hirvonsalo. He took us on a walk down memory lane by telling how Palmu brought service design to Finland 10 years ago. Continue reading