ABOUT US

In Service Design, we map the end-user's journey through the service as a whole and look into where to focus the efforts. In developing sustainable and desirable services, we use various methods including prototyping, workshops and visualization. The aim is to design a service that meets the customer experience objectives and the service provider's business objectives.
 

Service design can be used both in innovation of new services or redesigning of already existing services.  Applying Service Design tools and methods, we align the service channels that customers experience with the internal organizational processes. This simplifies the service experience and reduces complexity in the organization.

  • From customer insights to internal processes
    From customer insights to internal processes

OUR APPROACH

Understanding the customer and designing a superior customer experience are central aspects of any Service Design project.

CUSTOMER INSIGHT

The initial stage looks at developing a deep understanding of the customer from the outside-in. It also involves the client organization to understand the relationships and interaction with its customers.

IDEA GENERATION

We conduct structured sessions to generate well-grounded concepts based on defined insights and frameworks. The sessions bring together people with multidisciplinary background and encourages building on each other’s ideas. Output is a collection of targeted and relevant concepts.

CONCEPT DEVELOPMENT

We convert ideas into concrete forms that are easier to understand, discuss, evaluate and communicate than abstract ideas that are described in words. The output is a visualization or a prototype that show what concepts look like and how they work.

FRAME SOLUTIONS

The next step is to combine valuable concepts into reliable and systemic solutions that are actionable for future successful implementation. The output is a solution that creates user value and leverages on business drivers.

Sofia’s BLOG

Managing Customer Experience

At present, organizations face a new and prevailing challenge to effectively manage the customer experience (CX). This challenge varies from seeking how to create high-quality customer experience through all stages […]

More..

Muotoilusta muotoiluajatteluun (design thinking)

Ihmiskeskeinen muotoilu voi johtaa läpimurtoinnovaatioihin. Luova ajattelutapa voi olla tärkeä väline, jolla ylittää status quon. Ihmiset, jotka käyttävät luovia menetelmiä uskovat, että heillä on kyky vaikuttaa myönteisesti ympäröivään maailmaan. Uusia […]

More..

Potilaslähtöinen palvelumuotoilu

Terveydenhuollossa innovaatiot esitetään usein koneiden, laitteiden ja hoitomenetelmien kautta.  Palveluinnovaation arvoa voi olla johdon toimesta vaikea mitata ja visualisoida. Prosessien uudelleensuunnittelua, jonka avulla parannetaan potilaiden kokemuksia, pidetään vähemmän konkreettisempina mittauskohteina. […]

More..

The Business of Mobile Payments

Thanks to the development of Apple Pay system, making transactions using mobile devices has become an attractive business. In a nutshell, Apple Pay uses NFC (near-field communication) to wirelessly communicate […]

More..

Developing Life-Cycle Solutions

The seminar titled “Co-creating value-adding solutions” was organized by Fimecc Future Industrial services (FutIS) on 2.6.2015. FutIS is internationally one of the most ambitious research and development initiatives to promote […]

More..

Mapping the Customer Journey – the Tool

A customer journey map is an interesting and carefully planned visualization of a service user’s experience. The map details the service interactions and related emotions in a very clear and […]

More..

Service Day – Service Design for Health Care

The current debate surrounding the social welfare and health care reform in Finland is centered on creating an innovative service structure for Finland’s public social welfare and health services. Service […]

More..

The Benefits of Ethnography in Service Design

Ethnographic research allows us to observe and better understand the behavior of customers/users and recognize their unmet and tacit needs. Ethnography enables us to examine which needs a customer has […]

More..