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Palvelumuotoilun keinoilla parempaan laatuun -case Original Sokos Hotel Kimmel kokouspalvelut
(2020)
Tiivistelmä
Palveluilla ja niiden tuottamisella on merkittävä rooli niin maailman – kuin Suomen taloudessa. Suomessa palveluiden osuus on jatkuvassa kasvussa ollen jo 70 % bruttokansantuotteestamme. Pelkkä sujuva ...
Täsmävalmennus-palvelukonsepti: Luotsi Joensuun valmennus- ja rekrytointipalvelu
(2022)
Tämä opinnäytetyö kuvaa palvelumuotoilun keinoin toteutettua kehittämisprosessia, jonka lopputuloksena toteutettiin Joensuun työllisyyspalveluiden Luotsi Joensuu- hankkeen Täsmävalmennus-palvelukonseptin suunnittelu ja pilotointi. Palvelumuotoilun...
TAPAHTUMANHALLINTAJÄRJESTELMÄN RAKENTAMINEN: Pointin tarina
(2019)
kyselyiden lisäksi käytettävissä järjestelmän käyttöönoton jälkeen teetetyt asiakastyytyväisyyskyselyt kahdelta vuodelta. Muita tiedonhankinnan menetelmiä olivat asiakashaastattelut ja palvelukeskuksen oman henkilöstön ryhmähaastattelut, työpajat sekä...
Ensiharvennus avaimet käteen -palveluna: uuden palvelun palvelumuotoilu ja tarvekartoitus
(2023)
kahteen eri osaan: kehittämistehtävään eli uuden palvelun palvelumuotoiluun ja tarvekartoitukseen. Tarvekartoituksessa tutkittiin metsänomistajien kiinnostusta palveluun, jossa metsän ensiharvennus toteutettaisiin pienemmillä, alle 10 tonnin painoisilla...
Asiakaskokemuksen kehittäminen digitukea annettaessa
(2023)
Asiakaskokemuksen kehittäminen ja palveluiden asiakaslähtöisyys ovat nousseet keskeisiksi teemoiksi yritysten ja julkishallinnon organisaatioiden strategioissa. Mitä helpompikäyttöisiä palvelut ovat, sitä enemmän niitä käytetään. Digitaalisten...
Digipalveluiden kehittäminen Nurmeksen Fenno Optiikalle
(2023)
Yhteiskunnan muuttuminen ja digitaalisen toimintaympäristön jatkuva kehittyminen asettaa uusia vaatimuksia yrityksille sekä ikääntyville ihmisille. Opinnäytetyö toteutettiin toimeksiantona Nurmeksen Fenno Optiikalle. Aihe opinnäytetyölle on saatu...
Societal changes and the continuous development of the digital operating environment place new demands on companies and aging people. The thesis was done as a commission for Nurmeksen Fenno Optiikka. The topic was obtained through the project of Karelia University of Applied Sciences. The aim was to find out how the current services work at Nurmeksen Fenno Optiikka and how they could be developed into remote reception services especially considering the elderly. In addition, the thesis explored how the opticians and the Nurmeskotiyhdistys ry could develop their cooperation. The thesis was implemented as a case study using qualitative research. Thematic interviews were used as the data collection method. The interviews were conducted with the entrepreneur and ophthalmologist from Nurmeksen Fenno Optiikka and the executive director and nurse in charge of Nurmeskotiyhdistys ry. The thesis used a benchmarking analysis to find out how digital services have been implemented in other companies. Based on the results, plans we made to develop and maintain services. Further development proposals were also prepared. The thesis found out how digitization could be utilized in service enhancement and how cooperation with the Nurmeskotiyhdistys ry could be improved....
Societal changes and the continuous development of the digital operating environment place new demands on companies and aging people. The thesis was done as a commission for Nurmeksen Fenno Optiikka. The topic was obtained through the project of Karelia University of Applied Sciences. The aim was to find out how the current services work at Nurmeksen Fenno Optiikka and how they could be developed into remote reception services especially considering the elderly. In addition, the thesis explored how the opticians and the Nurmeskotiyhdistys ry could develop their cooperation. The thesis was implemented as a case study using qualitative research. Thematic interviews were used as the data collection method. The interviews were conducted with the entrepreneur and ophthalmologist from Nurmeksen Fenno Optiikka and the executive director and nurse in charge of Nurmeskotiyhdistys ry. The thesis used a benchmarking analysis to find out how digital services have been implemented in other companies. Based on the results, plans we made to develop and maintain services. Further development proposals were also prepared. The thesis found out how digitization could be utilized in service enhancement and how cooperation with the Nurmeskotiyhdistys ry could be improved....
Asiakkaiden näköinen kirjasto : palvelumuotoilemalla kohti uudistuvaa lähikirjastoa
(2022)
Palvelumuotoilu on tapa kehittää palveluja asiakaskeskeisesti. Palvelumuotoiluprosessissa kasvatetaan asiakasymmärrystä ja palveluista tehdään asiakkaille houkuttavia, helppokäyttöisiä ja elämyksellisiä. Palvelumuotoilun työkalut auttavat...
Ennakoiva työnantajakuvan kehittäminen: työnantajakuvan kehittämispalvelun konseptointi
(2024)
Kehittämistutkimuksentavoitteena oli kehittää työnantajakuvan kehittämispalvelu. Tutkimusta lähestyttiin palvelumuotoilun näkökulmasta. Palvelumuotoilua menetelmänä tarkasteltiin strategisen ennakoinnin ja tulevaisuusmuotoilun näkökulmista, joiden...
Väyläviraston analytiikkapalvelun monitoimittajamallin kehittäminen
(2024)
analytiikan kehityksen rooleja ja nykyisiä toimintamalleja. Tutkimuksen kohteena oli myös luottamus ja kilpailija-asetelma monitoimittajamallissa. Tutkimus toteutettiin haastatteluiden ja kyselytutkimuksen avulla, joiden tarkoituksena oli selventää analytiikan...
Finnish Transport Infrastructure Agency has initiated the use of a frame agreement of three analytics development suppliers in 2023. The current operations model had not been fully documented and improving the model was considered an important step towards achieving the goal of unified analytics development services. The goal of this thesis was to visualize the operations model and facilitate collaboration between suppliers and customers. The research focused on the roles, the current operations model in analytics development, trust, and competition between suppliers. The data for this research was gathered by a set of interviews and a questionnaire. These methods were also used to identify obstacles in the current operations model. Based on the results, a workshop was conducted to create a comprehensive description of analytics development, including the roles involved and current procedures. This was achieved by constructing a service blueprint. On the basis of the results of this study a visualized model for the multi-supplier collaboration was developed by utilizing an iterative service-design approach. The model provides a definition of each phase of analytics development and describes the roles involved. It also describes methods of collaboration between organizations to support the goal of uniform analytics service. In the future, the model could be further developed by evaluating the actualization of a uniform service, clarifying the roles in collaboration, and enhancing the documentation of analytics development processes....
Finnish Transport Infrastructure Agency has initiated the use of a frame agreement of three analytics development suppliers in 2023. The current operations model had not been fully documented and improving the model was considered an important step towards achieving the goal of unified analytics development services. The goal of this thesis was to visualize the operations model and facilitate collaboration between suppliers and customers. The research focused on the roles, the current operations model in analytics development, trust, and competition between suppliers. The data for this research was gathered by a set of interviews and a questionnaire. These methods were also used to identify obstacles in the current operations model. Based on the results, a workshop was conducted to create a comprehensive description of analytics development, including the roles involved and current procedures. This was achieved by constructing a service blueprint. On the basis of the results of this study a visualized model for the multi-supplier collaboration was developed by utilizing an iterative service-design approach. The model provides a definition of each phase of analytics development and describes the roles involved. It also describes methods of collaboration between organizations to support the goal of uniform analytics service. In the future, the model could be further developed by evaluating the actualization of a uniform service, clarifying the roles in collaboration, and enhancing the documentation of analytics development processes....








