Tag: service design

  • Transform your business with Service Design

    I had a pleasure to attend Elisa Corporate Customers Digital Customer Service event last week, where Elisa and their partner eGain were representing how they see the world changing in the customer service side.  eGain’s CEO was describing how customer service is seen to be evolving as generations are changing rapidly. For example, Generation Z…

  • Facilitation for 100 people? How to cope that?

    Facilitation for 100 people? How to cope that?

    Facilitation is the key of service design projects. According to Schein (1990) facilitation is a process of HELPING, putting more emphasize on inquiry of the problem, and combining methods that will help facilitator be enabler, not a leader of the process with the approach of owning the problem. In the last project I became a part of…

  • Service is the new value. Most interesting case studies from SDN conference (2017)

    Service is the new value. Most interesting case studies from SDN conference (2017)

    Service design is creating a new mindset. After SDN Global Conference in Madrid and case studies of new services we can acknowledge that this specific approach to build organisations and their DNA and offer for customers is spreading the word. In this post I want to show most interesting cases from SDN conference to memorise…

  • Next era of well-being

    Next era of well-being

    Since it was founded 50 years ago, Sitra has been a futures house and they have just updated their megatrends report from a Nordic viewpoint. As Finland’s celebrating its 100 year anniversary Sitra wanted to highlight the megatrends affecting work, democracy and inclusion, and growth and progress that are relevant to the Nordic model as…

  • Employee experience – same same, but different?

      In the global conference of service design network, held in Madrid last week, theme was service design at scale. Why was employee experience one of the topics that rise into discussions for the first time at this scale? Is employee experience the same as wellbeing of employees? Service design is known to be really…

  • Scaling service design

    Day one of 10th global service design networks conference kicked off today  by a presentation how to scale service design in government and was ended by the afternoon´s breakout sessions concentrated in social innovation and people power. Louise Downe started by going through themes emerged inside the last 10 years in the field of service…

  • Customer experience and healthcare

    From time to time you hear people understanding service design as something very strategic or too complicated to be applied for a development project. Purpose of this blog post is to show, applying service design can be practical and especially in healthcare sector, highly recommendable. Last week we organized an ideation workshop in a public…

  • Customer experience in the strategy of Kone

    The success of Kone is one of the top examples in Finland of how bringing service design into the company’s strategy has benefited the customer, the firm and probably the whole market. I think if elevator business can do it, we all should be able to do it, too! How do they do it The…

  • Design for Life

    12 hours of innovative groupwork, inspirational talks, delicious brainfood and of course: competition. What more could a future service designer ask for on an average tuesday? USCO (Using Digital Co-Creation for Business Development) is a project managed by Laurea University of Applied Sciences and the University of Tampere. The project involves eight organizations that represent…

  • Using familiar to make sense of the unknow: from international development to design thinking

    Can you kill with a pencil? Yes, and not just literally as pen(cil) truly is mightier than a sword. A mind shaking two-day crash course to design thinking by Katja Tschimmel and Sanna Marttila began with an exercise on creativity and a lesson on the importance of luck. One should strive to be creative –…