Service Innovation & Design
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How soft is business ecosystem creation?
Electric vehicles (EV) seem to be the only reasonable future replacement for what we call car today. Everyone seems to agree on that. Still, the amount of EVs on the streets is still quite close to peanuts. The reason for that is the lack of a supporting service ecosystem, i.e. the fact that the “tipping…
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HOW TO GET EVERYONE IN THE ORGANISATION WORK TOWARDS CUSTOMER CENTRICITY?
Service Design Network Finland held the second Business Meet-Up event which was hosted by Nordea, one of the largest banks in Northern Europe with 10 million customers (of which 4.6 million are also e-customers), 1,100 branch offices and 29,000 employees, in its permises on Keskuskatu, Helsinki. Representives from different companies, agencies, state administration offices took…
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Solve problems – with empathy
“Empathy is the mental habit that moves us beyond thinking of people as laboratory rats or standard deviations.” (Change by design, p49, Tim Brown, 2009) With these strong words Tim Brown, CEO and president of IDEO probably the world’s best known design company emphasises the importance of empathy in design. The distinction Brown believes…
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Public and Private Sector into Cooperation for Better Services and Innovations
I attended a seminar organised by CIDe Cluster Finland in Laurea´s Tikkurila campus. CIDe Cluster is a joint project of Laurea University of Applied Sciences and Vantaan Innovaatioinstituutti Oy (Innovation Institute of Vantaa, Inc.). It focuses on the development of products and services promoting good care and rehabilitation. CIDe Cluster brings together health care and…
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Why customer experience is important in implementation of digital service channel in B2B area?
Few days ago I read blog post “Matkalla asiakaslähtöisyyteen” where Maija Isotalus (2015) from Palmu asked customers of B2B companies providing IT continuous services if they see that there is enough of customer focus in business interactions. The results were very alarming. Only 18% of customers felt that companies having right customer focus. In addition, only…
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SXC Day 2 Barcamps – Learning to visualize & Documenting customer journey with Experience Fellow
Learning to visualize – say it in 3 frames! In my first bar camp session, Mauro Rego from Service Design Berlin promised us the attendees to learn how to visualize and do a canvas tool on anything. First assignment for us was to illustrate in 5 frames how to do a toast (=toasted bread). After…
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SXC15 Day 1 Bar camps – Playing with IoT Service Kit & Struggling with Culture Change for Design
Futurice has developed a co-creation tool for exploring user-centric IoT scenarios called IoT Service Kit. We played with the tool in our team in the context of conference services. The outcome was inventive, indeed! You can see our persona, her desires and goals in the pictures below. The game board depicts the concepts we developed.…
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SXC15 Day 1 Bar camps – Designer in the enterprise world & Data Canvas tool
Designer in the enterprise world by SAP Marion and Heike from SAP shared their experiences with us on implementing SD in the corporation world. Being a service designer in an enterprise requires expertise in a multitude of areas and teamwork with internal stakeholders that have divergent motivations. In large projects it is crucial to have…
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Service Experience Camp (SXC) 2015 – a deep dive into SD and DT with european peers
The welcoming words of the organizers enlightened us about the movement behind camp event organizing – Service Design Berlin is a knowledge sharing community arranging regularly events on current topics of service design for design thinkers. In the camp event the purpose is to learn from each other how to go forward with design thinking in…
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