Service Innovation & Design

  • Knocking on your shoulder

    Knock knock… Hi, could we ask some questions from you? This is how we started to gather customer data. I have the pleasure to be a part of a service design project that aims to improve Laurea´s student services. The head of the project is a design agency Kuudes Kerros. Other team members are Laurea´s…

  • Are we speaking the same language?

    In many of the projects that I have been a part of, the process begins right away. In the kickoff meeting you introduce yourself to a number of people, some of them who you have possibly never met before. You usually go over the projects goals and after that you’re off to the races. Even…

  • The Evolution of a Service Concept – Case FORGE

    The course New Service Development and Innovative Business Models brought us first real life experience in service innovation and design by working in groups on an existing service concept offered by FORGE Service Lab. FORGE, mothered by Digile, is a non-profit accelerator for digital service creation with the ultimate goal to assist boosting the internationalization of…

  • Value Proposition & Service design for FORGE

    How will you solve a service design challenge which asks us to derive a value proposition for a company whose business logic is fuzzy? One will naturally assume that talking to the representatives of the company, probing them more questions will lead to a lucid understanding of the problem set. But that move proved to…

  • #Snapshots and Service Design

    “I’m walking over a pile of 900 000 photos representing an amount of photos loaded daily to Flickr, image hosting website. It feels weird to step on photos, on someone’s face, on a cute baby, a guitar… I don’t think I have ever done this before, not in a photography exhibition at least”. That was…

  • Creating a Service Design Concept for FORGE Service Lab

    A couple of months ago our SID 2014 group started the courses New Service Development and Innovative Business Models, as well as Deep Customer Insights Through Ethnographic Research. As learning by developing is the key in this Master degree program we were about to get hands on with a real life research and service development…

  • Develop fast – use Lean method!

    I wrote in my earlier blog that innovation processes take time. If you want to develop a really innovative – and a radical – new service, you need time. According to FORTH innovation method an average time for an innovation development process is 16-20 weeks. http://www.toolshero.com/forth-innovation-method/ However, definition of innovation is tricky. This we learned during…

  • Diagonal brought yoga to the airport

    Have you ever get bored at the airport while waiting for the connection flight? Would you like to use your idle time for relaxing yoga or have a cup of coffee at the gate served from coffee bicycle? 19th of November Service Design Breakfast took place at Diagonals´ office at Punavuori. Kirsikka Vaajakallio and Jaakko Wäänänen…

  • Travellab: A Creative Concept for Developing Services at Helsinki Airport

      What could make airport service experience more pleasurable for transfer passengers? Well, you could get some ideas as Kirsikka Vaajakallio and Jaakko Wäänänen from Diagonal, as well as Juha Vasko from Finavia presented their Travellab project at Service Design Breakfast last week. Diagonal’s Travellab is also a candidate for Service Design Achievement 2015 in…

  • 4 interesting things I learned from service productisation

    If somebody had said in 1984 that he had a vision of people watching Formula 1 from their phones in 2014, he would have been considered mentally ill. In 1994 he could have been hired into a start-up-firm going bankrupt later that year. In 2004 this idea had already landed on Steve Jobs’ office desk.…