Service Innovation & Design

  • Processing Customer Needs in Service Jam

    Processing Customer Needs in Service Jam

    The theme for the year 2016 was a sound of a plash! On this basis we started individually writing down a problem. The problems we evaluated by idea walking. We changed problem papers and gave them points. The ideas which had most points we selected. And of course they were major global problems like warming…

  • From designing with an impact to investing with an impact

    Public sector austerity measures are very much a reality all over Europe. This means that many of the projects that have the potential to positively impact wider populations’ well-being are short of investment. Alternative models are needed, as pointed out in a recent article, where stronger cooperation between public and private investors is made possible. Impact investing is one…

  • Hackathon / Day 3

    Service Design Hackathon -Day 3. (30.1.2016) It is Saturday morning and everyone in our group seems to be in need of strong coffee. Last night we ended up asking “why”, today we will give an answer; who do we want our customer to become. In today´s agenda we have one more interview and by the…

  • Hackathon / Day 2

    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…

  • Hackathon Kickstart / Day 1

    On 21st of January Futurice and Kiinteistömaailma organized Service Design Hackathon in Helsinki. I get to participate first time in my life for such a happening. It is all very exciting, as I never heard of “Hackathon” before! Young creative and business minded people have arrived to Annakatu 32, to building called “Kamppi´s top end”.…

  • Service Experience Camp 2015

    In the middle of November I’ve attended the Service Experience Camp in Berlin – a service design event that is a mixture of keynotes and bar camp sessions. It’s one of those few events that are truly holistically designed – with great attention paid to the speakers diversity, space that allows for meaningful conversation, tasty…

  • The CLUMSY Manifesto

    This text is about not only looking at design from the perspective of care, but also about reclaiming agility for what it actually is. Too often, “failing fast”, “failing early” and “failing often” are nowadays applied as excuses for not thinking things through, rather than as actual design agility where iterations improve the service being developed,…

  • Bringing big data back to the customers

    The amount of digital trace we leave behind us every day is no doubt already large, growing and increasingly unstructured. In other words, it is big, as Big Data term proponents like to say. At the same time humans have a need to create information, knowledge, understanding and wisdom out of any data (Ackoff 1989,…

  • A service perspective on being born too soon

    An estimated 15 million babies are born too soon every year. Preterm birth rates increase globally and affect rich countries as much as poor countries. USA, for example is one of the ten countries with the highest numbers of preterm births. The burden of preterm birth is substantial: According to a global rapport from the…

  • THE FUTURE OF SERVICES – VIEWPOINTS FROM LEADING SERVICE PROFESSIONALS

    I had a great time at the Aalto Service Factory (ASF) that held its final event to celebrate the six years of its existence. To those who don’t know ASF, it is an open collaboration platform for service research and education atthe Aalto University. First we learnt about the ASF network and its activities from…