Tag Archive | future of service design

Future at work: What are the new skills service designers will need?

A webinar by Perttu Pölönen, futurist, inventor and author.

When thinking about the future, we might assume that the skills we need to have will be related to AI, Robotics, Coding, and everything involving technology, however, Perttu Pölönen has a different view on the skills of the future. The question he posed to everyone during his Thought Leaders’ Talk was:

“What can I get from you that I can’t get from a computer?”

This question immediately made me think of a future in which an AI could easily replace the work of a service designer.  However, is this thought something real or is the field of service design too human-centric to be replaced by computers?

Pexels Stock Image, Danny Meneses, March 2018

According to Perttu Pölönen, the working environment is shifting from an information era into a human revolution working environment in which the main skills will be our personality, our characters, and what we have to offer as humans. We will evolve from information professionalisms into creative problem solvers. Leveraging the silent knowledge computers don’t have, will be our main focus for future years.  

With all this in mind, one can only wonder: what will change in the field of service design?

In order to prepare for the future, we shouldn’t focus on the skills and professions which will change in the future, rather we should focus on the skills that won’t change at all. According to P. Pölönen, these are some of the skills of the future we should really start nurturing now.

List by Perttu Pölönen, December 2020 Online Webinar

However, how can we validate these skills, and most importantly when this change will start to happen?

No one can verify one’s levels of humility and spontaneity, however to develop and nurture these skills so that we can take them into use in the working environment, we need to update our mindset. Change is happening right now and we can see this with the younger generations. Instead of them being though by adults on how to use technology the tables have turned and the younger generations are teaching and guiding the older generations how to adapt to this new developing digital native era.

With the rapid evolution of technology and the future fast global internet connection, we will be able to bring online half of the global population and drastically increase the innovation happening worldwide. We have gained the potential power to change the world through our ability to connect, which was merely impossible 30 or 40 years ago.  Our creativity, courage, motivation, enthusiasm cannot be measured or achieved through a university degree, but it can be encouraged and showcased by easily connecting to people from all around the world from the comfort of your sofa.

Pixbay Stock Image, Tumisu 2014

Thus, to boost these skills P. Pölönen has envisioned a future curriculum that might be a bit different from what everyone might have thought for the future.

List by Perttu Pölönen, December 2020

Taking a closer look at this curriculum we can clearly see that the field of service design develops many, if not all of these skills. Problem-solving, teamwork, and curiosity are some of the core skills that every service designer should have when starting a service design journey. Adopting this future mindset and focusing on these human-centric skills to develop is already putting us on the right path for the future. 

Service Design might change over the years, and many tools and methods might be simply applied and executed by an AI. However, having in mind the five main service design principles: user-centric, co-creative, sequencing, evidencing, and holistic, we can discover, define, develop and deliver from all corners of the world at all moments in time.

Published on 11. 01. 2021

Written by Andreea Cozma on 12th of December, 2020

Refrences:

Thought Leaders’ Talk by Perttu Pölönen

Streamed live on Dec 2, 2020, Youtube videosharing platform

Current Topics in Service Design.

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

A Sneak Peek into Palmu Inc. Society

The Palmu Society Service Design Seminar was held on the 13th of November at the Korjaamo Culture Factory in Helsinki. The event was a closed seminar for Palmu Inc.’s clients and their clients. Event organiser Palmu Inc. is a Finnish service design based organisation. Here’s how they define themselves: Palmu Inc. is the fastest growing service design agency in Europe. Palmu specializes in spurring service business growth through service design. We identify the sources of customer value and apply this insight to designing new service concepts, digital channels, and real-world encounters.