Humanizing Service Experiences with Design Methods (HumanSee)

1.1.2015 - 31.12.2016

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The goal of this research project is to tackle the challenge posed for companies by new media, technology and a rapidly changing business environment with service design methods. The project will develop tools and methods through which the values of an organization can be made to match customer expectations in service situations.

The project seeks to develop new and rapid means to concretize, analyze and develop service products for the needs of businesses in different sectors that offer multichannel, omnichannel or ubiquitous service packages. The project will develop new tools that draw on design and creativity to create value in the following sectors: electric power and automation technologies (ABB), mechanical engineering and industrial services (KONE), ceramics and interior design store (Pentik), playground design (Lappset Group) and the experience industry (Lapland Hotels).

The project undertakes to investigate and develop new planning tools that will aid in tapping customers’ and users’ emotions and meaningful experiences as part of the process of designing services. The project seeks to create new value for businesses by analyzing methods of service design and studying the feelings that guide the actions of customers in service situations. On this basis it can develop service solutions that are appropriate and that support positive emotional reactions.

The project will make extensive use of international research co-operation with the Centre for Design Research at Stanford University, with the Parsons New School for Design, New York, with the Berkeley University of California in U.S.A. and Emily Carr University of Art + Design in Vancouver, Canada.

Project team and contact information

Satu Miettinen, professor
Jaana Jeminen, project manager:, +358 40 484 4057
Titta Jylkäs, junior researcher:, + 358 40 484 4426
Heikki Tikkanen, planner:, + 358 40 484 4264