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Nudging for inclusive student experience in higher education
(2020)
The purpose of this study is to recognize and improve the service experience of new international, degree pursuing bachelor and master students at the case higher education institution located in the capital region in Finland. The goal of the study...
Tämän tutkimuksen tarkoituksena on kartoittaa ja parantaa uusien kansainvälisten perustutkinto-opiskelijoiden palvelukokemusta suomalaisessa pääkaupunkiseudulla sijaitsevassa korkeakoulussa. Tavoitteena on tunnistaa kansainvälisten opiskelijoiden kokemuksia ja ymmärtää heidän kohtaamiaan haasteita erityisesti opintojensa alussa. Tutkimuksessa kehitetään palveluratkaisu, joka tukee uusien kansainvälisten opiskelijoiden tulemista osaksi korkeakouluyhteisöä ja suomalaista yhteiskuntaa, ja joka siten edistää heidän mahdollisuuksiaan työllistymistään Suomeen valmistumisen jälkeen. Opinnäytetyön tutkimuskysymykset ovat 1) Mitä haasteita kansainväliset opiskelijat kohtaavat erityisesti korkeakouluopintojensa alussa? 2) Mitkä tiedot ja taidot edistäisivät opiskelijoiden opintomenestystä? ja 3) Minkälainen palveluratkaisu vastaisi opiskelijoiden tarpeisiin parantaen heidän kokemustaan, edistäen heidän opintomenestystään ja lisäten heidän osallisuuttaan korkeakouluyhteisössä? Tutkimus rakentuu aiempaan tutkimukseen osallisuuden kokemuksesta korkeakoulutuksessa, arvonluontiin yhteiskehittämisen alustoilla ja käyttäytymisen tuuppaamiseen. Sosiaalisen osallisuuden tasot korkeakoulutuksessa ulottuvat ideologiasta ja kulttuurisista arvoista kansallisten kulttuurien, korkeakoulujen strategioiden ja käytäntöjen kautta yksilön kokemuksiin, kykyihin ja kulttuurienväliseen herkkyyteen. Tutkimus on toteutettu käyttäen palvelumuotoilun prosessia ja menetelmiä. Tutkimusvaiheen menetelmiin kuuluvat kysely, haastattelut ja etnografinen luotaintutkimus, joilla kartoitettiin kansainvälisten opiskelijoiden kokemuksia. Muita käytettyjä menetelmiä ovat mm. asiakaspolku, yhteiskehittämisen työpajat, konsepti, prototyyppi, arvonluontitaulu ja testaus. Yksi tutkimuksen päätuotoksista on kansainvälisen opiskelijan asiakaspolku, joka paljastaa opiskelijakokemuksen yhdeksän vaihetta kipupisteineen ja palvelupuutteineen kehittämistyön ideoimiseksi. Opiskelijoiden opintomenestystä edistäviä taitoja ja tietoja ovat tutkimuksen mukaan oppimisympäristön ymmärrys ml. korkeakoulun akateeminen kulttuuri, kyky hallita opintojen työmäärää ja siten suunnitella toteutettavissa oleva henkilökohtainen opintosuunnitelma, kyky luoda yhteyksiä muihin opiskelijoihin, monikulttuurisen ryhmätyöskentelyn taidot ja henkilökohtaisen kestokyvyn rakentaminen. Kaikki edellä mainitut tiedot ja taidot edistävät uusien kansainvälisten opiskelijoiden akateemista ja sosiaalista osallisuutta yhteisössä. Pääasiallinen johtopäätös tutkimuksesta on, että käyttäytymisen tuuppaminen yhteiskehittämisen alustalla tarjoaa korkeakoululle toteutettavissa olevan tavan tukea osallisuutta. Fasilitoimalla ja tuuppaamalla eritaustaisten ihmisten kohtaamisia kampuksella voi lopulta johtaa niin yksilöiden elämää muokkaavien tavoitteiden saavuttamiseen kuin yhteiskunnankin tasa-arvoistumiseen....
Tämän tutkimuksen tarkoituksena on kartoittaa ja parantaa uusien kansainvälisten perustutkinto-opiskelijoiden palvelukokemusta suomalaisessa pääkaupunkiseudulla sijaitsevassa korkeakoulussa. Tavoitteena on tunnistaa kansainvälisten opiskelijoiden kokemuksia ja ymmärtää heidän kohtaamiaan haasteita erityisesti opintojensa alussa. Tutkimuksessa kehitetään palveluratkaisu, joka tukee uusien kansainvälisten opiskelijoiden tulemista osaksi korkeakouluyhteisöä ja suomalaista yhteiskuntaa, ja joka siten edistää heidän mahdollisuuksiaan työllistymistään Suomeen valmistumisen jälkeen. Opinnäytetyön tutkimuskysymykset ovat 1) Mitä haasteita kansainväliset opiskelijat kohtaavat erityisesti korkeakouluopintojensa alussa? 2) Mitkä tiedot ja taidot edistäisivät opiskelijoiden opintomenestystä? ja 3) Minkälainen palveluratkaisu vastaisi opiskelijoiden tarpeisiin parantaen heidän kokemustaan, edistäen heidän opintomenestystään ja lisäten heidän osallisuuttaan korkeakouluyhteisössä? Tutkimus rakentuu aiempaan tutkimukseen osallisuuden kokemuksesta korkeakoulutuksessa, arvonluontiin yhteiskehittämisen alustoilla ja käyttäytymisen tuuppaamiseen. Sosiaalisen osallisuuden tasot korkeakoulutuksessa ulottuvat ideologiasta ja kulttuurisista arvoista kansallisten kulttuurien, korkeakoulujen strategioiden ja käytäntöjen kautta yksilön kokemuksiin, kykyihin ja kulttuurienväliseen herkkyyteen. Tutkimus on toteutettu käyttäen palvelumuotoilun prosessia ja menetelmiä. Tutkimusvaiheen menetelmiin kuuluvat kysely, haastattelut ja etnografinen luotaintutkimus, joilla kartoitettiin kansainvälisten opiskelijoiden kokemuksia. Muita käytettyjä menetelmiä ovat mm. asiakaspolku, yhteiskehittämisen työpajat, konsepti, prototyyppi, arvonluontitaulu ja testaus. Yksi tutkimuksen päätuotoksista on kansainvälisen opiskelijan asiakaspolku, joka paljastaa opiskelijakokemuksen yhdeksän vaihetta kipupisteineen ja palvelupuutteineen kehittämistyön ideoimiseksi. Opiskelijoiden opintomenestystä edistäviä taitoja ja tietoja ovat tutkimuksen mukaan oppimisympäristön ymmärrys ml. korkeakoulun akateeminen kulttuuri, kyky hallita opintojen työmäärää ja siten suunnitella toteutettavissa oleva henkilökohtainen opintosuunnitelma, kyky luoda yhteyksiä muihin opiskelijoihin, monikulttuurisen ryhmätyöskentelyn taidot ja henkilökohtaisen kestokyvyn rakentaminen. Kaikki edellä mainitut tiedot ja taidot edistävät uusien kansainvälisten opiskelijoiden akateemista ja sosiaalista osallisuutta yhteisössä. Pääasiallinen johtopäätös tutkimuksesta on, että käyttäytymisen tuuppaminen yhteiskehittämisen alustalla tarjoaa korkeakoululle toteutettavissa olevan tavan tukea osallisuutta. Fasilitoimalla ja tuuppaamalla eritaustaisten ihmisten kohtaamisia kampuksella voi lopulta johtaa niin yksilöiden elämää muokkaavien tavoitteiden saavuttamiseen kuin yhteiskunnankin tasa-arvoistumiseen....
From planning to doing; How to design learner-centric training programs for adults? Case Timeout training.
(2020)
The purpose of this master’s thesis is to develop a model of program planning for adult training utilizing service design methodology and user-centric design approach. As a result of the thesis a model called “Learner-centric design path for adult...
Gamification in new customer acquisition of a digital marketing service provider
(2020)
Due to digitalization and globalization, the buying behavior has changed in the business-to-business context and customers are more independent, proactive and demanding than before. In the past, sellers were the main source ...
Service Design in Enabling Workplace Change as a Tool for Work Transformation
(2020)
The purpose of this thesis was to support a Finnish government agency in implementing workplace change after relocation to an activity-based office. The subject is connected to changes in modern knowledge work that are forcing organizations...
Designing Experiences in Preventive Healthcare - CASE: Neosmart Health
(2020)
The purpose of this thesis was to improve customer experience in the preventive healthcare industry. Neosmart Health’s holistic healthcare service was used as a case example. The thesis aimed at identifying the crucial steps and gaps in the customer...
Facilitating the design of human-centered and memorable travel experiences
(2020)
In the fast-changing world with increasingly empowered customers, human-centricity and designing meaningful experiences have become crucial topics amongst businesses to stay relevant, attract customers and differentiate ...
“Show Me the Value” : Business Benefits of Co-creation and How to Effectively Communicate Their Value to SMEs Which Are Developing Circular Economy Business Models
(2020)
pohjalta on mahdollista kehittää modulaarinen työkalu yhteiskehittämisen liiketoimintaan liittyvistä eduista viestimiseksi tehokkaasti kiertotalouden liiketoimintamalleja kehittäville pk-yrityksille. Laajempana viitekehyksenä on palvelumuotoilu, erityisesti...
There is a need for more discussion on the communication challenge involved in demonstrating the benefits of co-creation from the business perspective. The discussion on co-creation also seems to be missing something of the ecosystemic environment of co-creating within circular economy. Circular economy is key in reducing the detrimonious environmental impact of the use of natural resources (OECD 2019), but the business transformation involved in the change from linear to circular economy can be a complex challenge for the businesses. However, there is not enough experience of facilitating collaborative innovation in complex settings (Ritala et al. 2013). The objective of the thesis was to find out what are the business benefits of co-creation and how these benefits can be effectively communicated to SMEs which are developing circular economy business models (CEBMs). These themes are explored on a general level as well as in the context of the business owners taking part in the CIRC4Life project. A circular economy approach for lifecycles of products and services (CIRC4Life) is a project funded under the European Commission’s Horizon 2020 Framework Programme (CIRC4Life 2018). One of the main goals of the program is to ensure that barriers to European innovation are removed (Horizon 2020). The aim of CIRC4Life, with a consortium across 8 European countries, is to develop three CEBMs that will be demonstrated in four industrial sectors by five SMEs (CIRC4Life n.d.-a). Laurea University of Applied Sciences is one of the partners of the CIRC4Life project and the commissioner of this thesis. In the project, Laurea is in charge of co-creative Living Lab activities, interaction between project stakeholders and end-user involvement. To make the co-creative activities in the project more efficient, Laurea has a strong interest in increasing the understanding of the business benefits of co-creation among the project partners. The main questions that needed answers were, what are the business benefits of co-creation and how can these be effectively communicated to SMEs developing CEBMs. To address this challenge, a design process following the Design Council’s (n.d.) Double Diamond approach was conducted. As a result of the development work, a concept was developed based on which it is possible to further develop a modular tool for communicating the business benefits of co-creation to SMEs which are or consider developing CEBMs. Service design and more particularly business design was used as the broader framework of the development work. 29 persons from different fields of specialty participated in the development work in the form of interviews, surveys, workshops and feedback. The information basis of the thesis consists of discussion on co-creation, open innovation, business models, business ecosystems and circular economy. A literature review on the business benefits of co-creation was also conducted and the data analyzed using inductive category formation (Mayring 2014). The most popular business benefits according to literature are related to creativity, knowledge and customer loyalty. Based on interview and survey results the most useful business benefits among business owners participating in the CIRC4Life project seem to be those related to customer insight and improvements to products and services....
There is a need for more discussion on the communication challenge involved in demonstrating the benefits of co-creation from the business perspective. The discussion on co-creation also seems to be missing something of the ecosystemic environment of co-creating within circular economy. Circular economy is key in reducing the detrimonious environmental impact of the use of natural resources (OECD 2019), but the business transformation involved in the change from linear to circular economy can be a complex challenge for the businesses. However, there is not enough experience of facilitating collaborative innovation in complex settings (Ritala et al. 2013). The objective of the thesis was to find out what are the business benefits of co-creation and how these benefits can be effectively communicated to SMEs which are developing circular economy business models (CEBMs). These themes are explored on a general level as well as in the context of the business owners taking part in the CIRC4Life project. A circular economy approach for lifecycles of products and services (CIRC4Life) is a project funded under the European Commission’s Horizon 2020 Framework Programme (CIRC4Life 2018). One of the main goals of the program is to ensure that barriers to European innovation are removed (Horizon 2020). The aim of CIRC4Life, with a consortium across 8 European countries, is to develop three CEBMs that will be demonstrated in four industrial sectors by five SMEs (CIRC4Life n.d.-a). Laurea University of Applied Sciences is one of the partners of the CIRC4Life project and the commissioner of this thesis. In the project, Laurea is in charge of co-creative Living Lab activities, interaction between project stakeholders and end-user involvement. To make the co-creative activities in the project more efficient, Laurea has a strong interest in increasing the understanding of the business benefits of co-creation among the project partners. The main questions that needed answers were, what are the business benefits of co-creation and how can these be effectively communicated to SMEs developing CEBMs. To address this challenge, a design process following the Design Council’s (n.d.) Double Diamond approach was conducted. As a result of the development work, a concept was developed based on which it is possible to further develop a modular tool for communicating the business benefits of co-creation to SMEs which are or consider developing CEBMs. Service design and more particularly business design was used as the broader framework of the development work. 29 persons from different fields of specialty participated in the development work in the form of interviews, surveys, workshops and feedback. The information basis of the thesis consists of discussion on co-creation, open innovation, business models, business ecosystems and circular economy. A literature review on the business benefits of co-creation was also conducted and the data analyzed using inductive category formation (Mayring 2014). The most popular business benefits according to literature are related to creativity, knowledge and customer loyalty. Based on interview and survey results the most useful business benefits among business owners participating in the CIRC4Life project seem to be those related to customer insight and improvements to products and services....
Activating the network of cultural tourism actors by designing a value co-creation space
(2020)
avaamaan tapahtumien palvelunnäkökulmaa, tapahtumien arvoa verkostoitumisen ja oppimisen kannalta, sekä tapahtumia arvon yhteiskehittämisen alustoina. Opinnäytetyö avaa tärkeimpiä elementtejä, jotka on otettava huomioon suunniteltaessa konseptia...
Between Peace and Technology – A Case Study on Opportunities and Responsible Design of Artificial Intelligence in Peace Technology
(2020)
osaaminen kohtaavat, sekä kehittää konkreettisia työkaluja vastuulliselle muotoilulle. Opinnäytetyö vastaa tutkimuskysymyksiin: mitkä ovat tulevaisuuden kehitysalueet, joissa tekoäly voi tukea rauhanrakentamista, ja kuinka rauhanteknologiaa voidaan muotoilla...
Enhancing engagement through employee experience design
(2019)
IT alalla ja työllistää noin 300 ihmistä. Kohdeyrityksen työntekijäkokemusta muotoiltiin yhteiskehittämisprosessissa työntekijöiden kanssa. Opinnäytetyö vastaa tutkimuskysymyksiin: kuinka työntekijät kokevat työpaikan, kuinka hyvin yrityksen kulttuuriset...
Employers are competing in attracting and retaining the best talent in the job markets. Global trends of employee mobility across the countries, growing transparency in organizations and technological changes increase the competition and the employees’ possibilities to choose the best places to work. Organizations have started to pay attention to their employee experience (EX) and the ways to engage the employees, but little research has been done so far on the possibilities of service design in developing EX or enhancing engagement. The aim of this thesis is to examine how to enhance employee engagement. This is done by applying service design methods and process in the case company that is a Finnish IT company employing about 300 people. The EX of the case company is designed in an iterative and co-creative process with the employees. The thesis answers to research questions of how the employees experience the workplace, how well the company’s cultural aspirations correspond to the employees’ needs and how the employee engagement could be strengthened in the future. Although the research results are case-sensitive, the applied process and service design methods can be used as a model in developing EX in different organisations. The topic of the thesis is studied through a theoretical framework of EX, engagement, talent management and Service and Customer Dominant Logics. It is proven that good EX strengthens the employee engagement, which in turn improves employee’s performance at work. An engaged employee feels fulfilled at work and associates positively with the employer on an emotional level. Talent management provides a framework for examining the EX through the viewpoint of an employer, which is important, since the EX is the perception on the relation between employer and employee. Service and Customer Dominant Logics recommend putting the customer, in this case the employee, to the centre of actions and processes. By changing the angle from the employer to the employees, it is possible to design truly engaging experiences for them. As a result, both the individual and organisational performance improve. The service design process along the Double Diamond model was applied in the EX design of the case company. The employees were interviewed, and the insights from the employee data were analysed. The versatile EX of the case company was visualised in personas and employee journeys in order to present the holistic experience. Finally, solutions for the chosen EX topics that relate to engagement drivers were co-created with the employees. The designed solutions answer to some of the most pressing needs of the employees of the case company that were learning and innovations. It was found out that individualised solutions have the possibility to empower employees to co-create their experiences and to engage them strongly. At the same time, the designed solutions answer to the need of the case company to develop ways of working along the company’s cultural aspirations. By considering the needs of both of the parties, it is possible to form a strong basis for mutual engagement and design meaningful EX. This leads to a chance for the company to become a great place to work and a possibility to attract and retain talent who is engaged....
Employers are competing in attracting and retaining the best talent in the job markets. Global trends of employee mobility across the countries, growing transparency in organizations and technological changes increase the competition and the employees’ possibilities to choose the best places to work. Organizations have started to pay attention to their employee experience (EX) and the ways to engage the employees, but little research has been done so far on the possibilities of service design in developing EX or enhancing engagement. The aim of this thesis is to examine how to enhance employee engagement. This is done by applying service design methods and process in the case company that is a Finnish IT company employing about 300 people. The EX of the case company is designed in an iterative and co-creative process with the employees. The thesis answers to research questions of how the employees experience the workplace, how well the company’s cultural aspirations correspond to the employees’ needs and how the employee engagement could be strengthened in the future. Although the research results are case-sensitive, the applied process and service design methods can be used as a model in developing EX in different organisations. The topic of the thesis is studied through a theoretical framework of EX, engagement, talent management and Service and Customer Dominant Logics. It is proven that good EX strengthens the employee engagement, which in turn improves employee’s performance at work. An engaged employee feels fulfilled at work and associates positively with the employer on an emotional level. Talent management provides a framework for examining the EX through the viewpoint of an employer, which is important, since the EX is the perception on the relation between employer and employee. Service and Customer Dominant Logics recommend putting the customer, in this case the employee, to the centre of actions and processes. By changing the angle from the employer to the employees, it is possible to design truly engaging experiences for them. As a result, both the individual and organisational performance improve. The service design process along the Double Diamond model was applied in the EX design of the case company. The employees were interviewed, and the insights from the employee data were analysed. The versatile EX of the case company was visualised in personas and employee journeys in order to present the holistic experience. Finally, solutions for the chosen EX topics that relate to engagement drivers were co-created with the employees. The designed solutions answer to some of the most pressing needs of the employees of the case company that were learning and innovations. It was found out that individualised solutions have the possibility to empower employees to co-create their experiences and to engage them strongly. At the same time, the designed solutions answer to the need of the case company to develop ways of working along the company’s cultural aspirations. By considering the needs of both of the parties, it is possible to form a strong basis for mutual engagement and design meaningful EX. This leads to a chance for the company to become a great place to work and a possibility to attract and retain talent who is engaged....