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 […]
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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 […]
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. […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]