Satu Miettinen, the leader of the project, notes that the objective is to create new tools and methods for the needs of the global economy to further harmonize organizational values and customer expectations in service situations.

"The aim is to investigate how design and creative tools can be used to further develop the humane aspects of service experiences. Another focus is to find out ways to integrate the methods of service design into everyday team work in companies through the development of expertise", Miettinen adds.

The methods of service design and the suitability of services for meeting human needs are modelled using for example cinema, scriptwriting, agile prototyping, simulation, music, and audio.

"When developing service products, companies should pay an increasing amount of attention to the emotions and experiences that steer customer behaviour. The study exploits the possibilities offered by agile technologies in bodily design and in music technology", notes Miettinen.

The project Humanizing Service Experiences with Design Methods is motivated by the challenges faced by companies in the areas of new media, technology, and the rapidly-changing business environment. Meeting these challenges requires networking and new tools that speed up the development of new business activity.

The research project is carried out in collaboration with ABB, KONE, Lappset, Pentik, and Lapland Hotels. The research work entails collaboration with Stanford University.


Further information:

Professor Satu Miettinen
Phone: +358 40 484 4367
satu.miettinen (at) ulapland.fi