Search results for "palvelumuotoilu"
showing 9 items of 9 documents
How Are Negative Customer Experiences Formed? A Qualitative Study of Customers’ Online Shopping Journeys
2019
This study investigates how negative customer experiences are formed during customers’ online shopping journeys. A qualitative, in-depth dataset collected from 34 participants was employed to identify negatively perceived touchpoints that contribute to the customer experience in a negative way. The findings reveal that negative touchpoints are experienced during customers’ entire journeys, particularly after a purchase is completed. We identified 152 negative touchpoints from the data, of which 53 were experienced during search and consideration, 35 when finalizing a purchase, 33 during delivery, and 31 during after-sales interactions with the company. Within these four main categories, 20 …
Designing digital well-being of senior citizens
2020
In this paper, we illustrate a concrete case to apply the Life-Based Design approach to identifying human goals for technology to achieve. We focus on a form-of-life method of design, which seeks to reach a mental state of “digital wellbeing.” Digital well-being aims to facilitate digitalization and changes in the digital environment, and to maximize the availability and accessibility of services. We evaluate the target group of senior citizens, who are facing an accelerating pace of digitalization of the services in their daily lives. This increases their sense of anxiety and undermines their well-being. peerReviewed
Micro-Level Mechanisms to Support Value Co-Creation for Design of Digital Services
2023
This study identifies micro-level value co-creation mechanisms that support the design of digital services. As services are now becoming digital—or at least digitally enabled—how to design digital services that enable value co-creation between a service provider and customers has become an increasingly important question. Our qualitative research study provides one answer to this question. Based on 113 in-depth laddering interviews analyzed using interpretive structural modeling, our study shows that value co-creation mechanisms differ between business-to-business and customer-to-customer digital service types. We identify five mechanisms to support value co-creation in the design of digit…
Puhkeavia kukkia ja takahuone kunnossa
2015
Tarpeiden, palvelujen ja tilojen muutoksia
2015
Life-based design as an extension of problem-based learning:A tool for understanding people and technology
2015
Global conditions are changing at such a rate that foreseeing trends in technological development, economic fluctuations and climatic conditions is ever more difficult. When developing technologies, there is one constant factor that practitioners and researchers should be aware of, and that is people. This is not to say that people, culture and social conditions remain stagnant, for these too evolve with the surrounding circumstances. Rather, appropriate tools and capabilities for investigating people, their lives and life situations, are integral to understanding what people need in terms of technology, how these technologies will be used, and more importantly how they will be valued in th…
Elämyspalveluiden tarinallistaminen
2013
Työn ensimmäinen osa sisältää lyhyet taustoitukset palveluiden tarinallistamisen kannalta keskeisistä teorioista ja ilmiöistä. Tarinayhteiskunta luvussa esittelen tarinallistamisen näkökulmasta tärkeiksi katsomiani seikkoja elämyssuunnitteluun, palvelumuotoiluun ja tarinamarkkinoinnin kentältä. Toinen luku syventyy tarinadramatugiaan eli käsikirjoittamiseen ja dramaturgiseen rakenteeseen. Kolmannessa luvussa keskityn elämyspalveluiden tarinallistamiseen ja niihin menetelmiin, joita olen omassa työssäni tarinallistajana kehittänyt. Tässä työni viimeisessä osiossa pyrin hakemaan vastauksia siihen, miten palveluiden tarinallistamista käytännössä voisi toteuttaa. Tarkastelen tekijyyttä oman tek…
Modular Service Design of Information Technology-Enabled Services
2022
The literature has proposed ways to modularize information-technology-enabled services (ITeS) with limited success. We argue that applying design principles (DPs) can address this gap and revitalize the service modularization literature. With a qualitative research study, we develop exemplar DPs and a set of prioritized DPs for ITeS. We contribute to the literature by demonstrating how complex service systems, specifically ITeS, can be modularly designed. Our DPs show how different ITeS design elements or service attribute combinations impact the outcome-driven design of service experience. Based on the findings, we present a modular service design framework and a service design method tha…
The role of social capital in digitalised retail servicescape
2021
This chapter examines how digitalisation has altered the way consumers experience the social interaction and service environment while shopping in retail stores. In this, we draw on the concept of servicescape, which comprises both tangible and intangible features which make up the service experience. Recognising the three realms of servicescape (physical, digital and social), we explore the role of social capital in determining the customer experience in digitalised retail servicescape. We demonstrate that social capital has two specific roles. Firstly, it is an integral part of the customer experience and thus contributes to the service experience. Secondly, social capital is created in t…