In succeeding the common goal, Kaustinen sub-region wanted to adopt customer-centric service design as the new key angle for renewing their business services portfolio. “Our whole service portfolio was going through a major transformation. In addition to having new team members, our objective was to digitalize our services while keeping our customers satisfied with their traditional needs.” – Timo Pärkkä, project manager, Kaustinen sub-region.
In our work with the Kaustinen area our role was to facilitate the process and for starters we had three design workshops for the core team. The participants were introduced to the basics of customer experience and service design. During the workshops the team learned the relevant tools while at the same time together creating the new customer-centric service concept.
After the workshops our work was to wrap the outcomes of the workshops into a concept summary including service design tools that would help the development team to continue their work towards a finalized service portfolio.
Alpha Design Partners was selected because of their clear concept and framework. Another factor we looked for was whether the partner understood our situation which they did thanks to the seniority their team had. The kick-start Alpha Design provided for us was exactly what we needed and our own team was extremely enthusiastic about service design and especially the double-diamond tool.
– Timo Pärkkä