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Työkokeilijana työeläkekuntoutuksessa : palvelupolun kehittäminen
(2021)
palveluiden kehittämisen tueksi asiakasymmärrystä asiakkaiden tarpeista ja haasteista kuntoutusprosessin aikana. Teoriana kehittämistyön taustalla oli muotoiluajattelu, palvelumuotoilu, asiakasymmärrys ja arvon muodostuminen, joissa kaikissa asiakas...
The purpose of development work was to produce a deep customer understanding of the needs and challenges of those seeking occupational rehabilitation at the Pension Institution X in relation to the process. The goal was to create a crystallized and visualized customer understanding with customer personas, journey map and service blueprints. These can be used to provide better services for customers that meet their needs. The development work was done on a custom-built basis for Pension Institution X. Development work was hoped to bring deep understanding of customer needs and challenges during the rehabilitation process in support of service development. As a theory, the development work underpinned design thinking, service design, customer understanding and value creation, in all of which the client is at the center. The reference frame was the work capacity and occupational rehabilitation scheme. The development work was based on the process and methods of service design. Customer understanding was gathered through background research through benchmarking, familiarity with Pension Institution X customer studies, building a journey map and participating staff, followed by customer interviews. The collected material was mainly qualitatively analyzed. The development proposals that were formed, service models were selected as a development target, which were brainstormed in a workshop for staff. The ideas were tested through customer validation interviews. The data was visualized as a journey map, customer personas, and service blueprints. The process was typically iterative for service design. The development work resulted in a journey map, three customer personas and service blueprints that can be utilized in customer service and process and service development to meet the needs of the target audience. Customers are generating value based on genuine and in-depth customer understanding as better customer service and smoother processes. The results can also be utilized more widely by using created customer personas, journey map, and service blueprints as a basis for developing services for other groups of customers. Keywords: service design, customer experience, service blueprint, journey map, occupational rehabilitation...
The purpose of development work was to produce a deep customer understanding of the needs and challenges of those seeking occupational rehabilitation at the Pension Institution X in relation to the process. The goal was to create a crystallized and visualized customer understanding with customer personas, journey map and service blueprints. These can be used to provide better services for customers that meet their needs. The development work was done on a custom-built basis for Pension Institution X. Development work was hoped to bring deep understanding of customer needs and challenges during the rehabilitation process in support of service development. As a theory, the development work underpinned design thinking, service design, customer understanding and value creation, in all of which the client is at the center. The reference frame was the work capacity and occupational rehabilitation scheme. The development work was based on the process and methods of service design. Customer understanding was gathered through background research through benchmarking, familiarity with Pension Institution X customer studies, building a journey map and participating staff, followed by customer interviews. The collected material was mainly qualitatively analyzed. The development proposals that were formed, service models were selected as a development target, which were brainstormed in a workshop for staff. The ideas were tested through customer validation interviews. The data was visualized as a journey map, customer personas, and service blueprints. The process was typically iterative for service design. The development work resulted in a journey map, three customer personas and service blueprints that can be utilized in customer service and process and service development to meet the needs of the target audience. Customers are generating value based on genuine and in-depth customer understanding as better customer service and smoother processes. The results can also be utilized more widely by using created customer personas, journey map, and service blueprints as a basis for developing services for other groups of customers. Keywords: service design, customer experience, service blueprint, journey map, occupational rehabilitation...
