With current trends for downsizing and automation, it is easy to see why customers would find services to be impersonal, maybe even unpleasant. Vantaa City Library decided to turn the trend to a different direction. By systematically using codesign, and by at the same time opening up its service processes, the library managed to significantly increase both its ROI and its customer satisfaction. Details can be found in the OECD Observatory of Public Service Innovation (which is, by the way, a treasure trove of social innovation case examples), but I will discuss some of the key ideas here, too.
The real innovation was in this case the systematic nature of making services visible to the customers, as it was carried throughout the process in all of its aspects. Continue reading