Tag Archive | Customer experience

Building strong customer experience

Kirsi Heikel, the host crystallized the idea of the seminar: Strong customer experience- easier said than done. The seminar was held at Aalto University School of Business on the 16th of March. I was invited to the seminar as an alumni and speaker of the Service Design course organized by Aalto Pro –Aalto University of Professional Development. When listening to seminar’s prestigious group of speakers, I had my service designer lenses on and I compered these directors’ thoughts against design thinking. I was interested how these CEOs, investors, entrepreneurs and professional board of members discussed about importance of customer experience, how high a level do they place customer experience aspect of management and how they actually manage it.

Listen to your customers

Kenneth Strömsholm the CEO of Veho Oy described unambiguous aim of Veho’s experience world as follows: “None of the cars, service, spare parts or car hire cannot remain unsold because of a poor service experience.” Customer experience is one of the cornerstones of the Veho’s success. He gave an example. In the past, the car was always presented in the same way. There was actually specific manual how to give a presentation. Nowadays the most important is to listen to customer’s needs and viewpoints and give specific answers to questions in need. Veho have moved from strict quality manual way of operating to individual and flexible service. Mr. Strömsholm raised digitalization as another example of Veho’s customer experience thinking. He pointed out that digitalization strategy is the best way to separate digital services from all the other services. Services need to be designed as a whole.

Fail and Innovate

Jonas Kjellberg is a serial entrepreneur, investor and one of the founders of Skype-service. Nowadays he is leader of the BCG Digital Ventures. He is a specialist in creating new business models and commercializing new products and services. He started his presentation by saying that he is not going to talk about his successes. He is going to talk about his failures. Because through failures he has learned the most. Mr. Kjellberg discussed about changing the game in the business. He said that every organization spends time and money to efficiency and functionality. How about innovating something that delights your customers? First you need to figure out what is the friction free story you are selling. You need to go to fundamentals.

  • What customers love?
  • How to use new technology?
  • How to innovate in zeros? Remember: Innovate don’t imitate

Keep it simple


Toni Stigzelius is CEO of XXL Finland. He has been responsible for launching the XXL chain in Finland. In his presentation, he raised three rules to build good customer experience in XXL.

  • Keep it simple stupid. Simplicity in process and easiness to navigate.
  • Listen. 70 % of sales is interaction and emotion.
  • Attitude. Employees can learn all about the sports equipment, but attitude you can’t change.

After the presentations I took my designers lenses off and I still saw the same. Jihaa, we are talking the same language with these successful leaders: listening, designing as a whole, customer needs first, failure is for good, innovation not imitation, simplicity and magnificent attitude!

Diagonal – Designing Servicescapes for Optimal Healthcare Experiences

Servicescape is the biggest differentiator in healthcare experience. Traditionally, it is designed to satisfy the needs of healthcare provider in terms of performance and efficiency. Starting from patient’s experience and applying service design methods combined with interior architecture, design agency Diagonal has created innovative healthcare experience providing benefits for both staff and patients.

Diagonal – designing servicescape for Fimlab

Diagonal – designing servicescape for Fimlab

Juha Kronkvist from Diagonal has presented the project, as the fifth and final case in the competition for Service Design Achievement of the Year in Finland 2013 in Service Design Breakfast event at Startup Sauna on November 27th. Juha is one of the leading service designers in the field of health care and well-being.

Healthcare design

Three main components of healthcare design are performance, process and experience. As Juha explains, focus is usually on performance and process, while experience is often overlooked. What this case shows is that by studding experience, performance can be increased and processes made more efficient.

According to Juha, one of the key starting points in service design is to find out how people assign the meaning and make sense of the environment. When those assigned meanings are aligned with organizational point of view, they should create positive customer experience. Servicescape is not only about physical things. It is about what those things communicate and what value they provide. Therefore, servicescape is critically influencing customer experience.

The Case

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