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 of the customer’s engagement, to managing the customer’s expectation and assessing it, before, during, and after the buying process. Even though organizations rise above this […]

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 innovointimahdollisuuksia avautuu, kun käynnistetään luova ongelmanratkaisun prosessi käyttäen empatiaa kohdeyleisöä kohti. Lähestyminen haasteisiin inhimillisestä perspektiivistä voi tuottaa mitä parhaita mahdollisuuksia muutokseen. Muotoiluajattelu on tapa selvittää […]

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. Viime aikoina jotkut sairaalat ovat ottaneet palvelumuotoilun lähestymistavaksi potilaskokemuksen ja hoidon koordinoinnissa. Onko terveydenhuolto puhtaasti palvelusektoria? Lähes jokainen vuorovaikutus – suora hoito, tietotekniikka, vakuutusprosessi – […]

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 with POS (point-of-sale) terminals that support NFC, with a user verifying a wireless purchase via fingertip on the iPhone’s Touch ID sensor. Other mobile wallet […]

Service Business Management Environment – What is it?

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 by Future Industrial Service WP3 helps to build and manage digital services – and thus promotes Industrial Internet with confidence. We call the approach Service […]

A Dozen Ways to Create Fruitful Customer and User Experiences

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 is a high impact, co-creation platform of professionals who are delivering UX (user experience) as a competitive advantage to their organization and are at the […]

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 industry transformation based on service competence. FutIS is organized by the Finnish Metal and Engineering Competence Cluster (Fimecc). SKF and MacGregor  were used to showcase […]

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 easy-to-use way. It is necessary to start off the mapping by identifying the touchpoints where users interact with the service. The customer journey mapping is […]

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 Day 2015 seminar organized by Finnish Service Alliance (FSA) held on 18.3.2015, aimed to introduce the customer-centric implementation of services into the dialogue. The seminar […]

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 that are not being met and then design products/services that reflect those needs. By taking a holistic view of how customers really behave is likely […]