In spring 2014 I worked in a project called Value Through Emotion in the University of Lapland. The aim of the project was to develop services with help of service design methods by understanding end-users' emotions of experienced services. I was involved in co-operation with three companies, Lapland Safaris, Norrhydro and KONE. SINCO's (Service Innovation Corner) agile prototyping methods were in the core of each service design case.

As a service designer and research assistant my tasks were to plan, design, facilitate and observe workshops, interview frontlines, produce content for each case and workshop, introduce SINCO to students and guests, pre and postwork of interviews plus other service design and research related tasks.

Used service design methods were AV media, drama and experience prototyping, SINCO facilitation methods and use of agile prototyping methods such as utilization of technology when concretizing service ideas through simulations.
What were produced for the company cases were further developed service concepts, digital services and SINCO
as an in-house working approach.

 

This presentation presents service design cases for Norrhydro, which is an arctic hydraulic cylinder manufacturer, and the case done for KONE Oyj, which is a global company that manufatures elevators, escalators, doors and people flow solutions around the world.

- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

A digital UI prototype was developed for the company by me and my colleague, Titta Jylkäs.

 

At the research phase we arranged a workshop with the customer and interviewed their client to map out the existing service process to be able to understand possible challenges along the journey. Observations were also done and visualized. The gathered data was utilised to find areas of development. Outcomes and design challenges were used as content in co-creation workshops. They also worked as design brief for a sevice solution creation for the customer.

- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

In KONE co-operation a workshop had to be organised to introduce agile prototyping methods. My responsibilities in KONE

co-operation included producing the content for KONE workshop, workshop facilitation along with Simo and research related tasks.

 

At the research phase interviews were arranged to map out the existing challenges for understanding needs for becoming workshop. The gathered data was utilised for workshop content production. A co-creation workshop was arranged and facilitated by Krista and Simo in customer premises.