Understanding the customer and designing a superior customer experience are central aspects of any Service Design project.
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.
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.
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.
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.
I wrote a blog about the Business of Mobile payments two years ago. Yesterday, on 24.10.2017 Nordea Banking Group, in cooperation with the energy company ST1, introduced the Apple Pay […]
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 […]
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 […]
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. […]
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 […]
Industrial Internet holds a great promise for manufacturing industries. Yet, turning plans for Industrial Internet and digital services into actionable and lucrative business has remained difficult. The new approach developed […]
I attended a joint Fimecc – FutIs – UXUS final seminar titled: “Harvest Fest: A Dozen Ways to Create Fruitful Customer and User Experiences” on September the 8th 2015. Fimecc […]
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 […]
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 […]
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 […]