Creating Service Concepts for Finnish Elderly Care : Case: Virtual Interactive Care Service
Nwagu, Promise (2016)
Metropolia Ammattikorkeakoulu
2016
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201605239224
https://urn.fi/URN:NBN:fi:amk-201605239224
Tiivistelmä
This thesis looks at creating service concept by evaluating the research project of Virtual Interactive Care Service. The research project was initiated and implemented by the author together with Hovi Group Oy and Suomen kotilääkäripalvelu Oy. The goal was to provide a virtual care service business that uses interactive and stimulating activities to improve the wellbeing of elderly people in Finland.
The study employed qualitative research method by reviewing existing works particularly on service concept, and extensive primary research through interviews and the case pilot. The theoretical part of the thesis looked at care service business in Finland with focus on regulations and the public sector to understand factors that affect the decision makers of towns and cities when buying care services from private providers. The case pilot was tested in 2015 with elderly residents in five different care service units owned by Hovi Group Oy. The commercial viability of the concept is checked on a business model canvas tool, which is identifying the value proposition.
The concept pilot received positive interests from participants and the media. The findings show that elderly people who are the target users are virtual care enthusiastic. They want to be involved in creating the service concept, but they are not necessary the service paying customers. The scalability of the business is questioned as the concept’s value based on interactivity is lost when more than five groups were connected to one activity event.
With the greying population increasing, the proposed concept could be a possible area from which innovative virtual care services can be developed for Finnish elderly care. The thesis encourages further research on the concept with the paying customers it identified because, creating a service concept without the customer is a recipe for failure.
The study employed qualitative research method by reviewing existing works particularly on service concept, and extensive primary research through interviews and the case pilot. The theoretical part of the thesis looked at care service business in Finland with focus on regulations and the public sector to understand factors that affect the decision makers of towns and cities when buying care services from private providers. The case pilot was tested in 2015 with elderly residents in five different care service units owned by Hovi Group Oy. The commercial viability of the concept is checked on a business model canvas tool, which is identifying the value proposition.
The concept pilot received positive interests from participants and the media. The findings show that elderly people who are the target users are virtual care enthusiastic. They want to be involved in creating the service concept, but they are not necessary the service paying customers. The scalability of the business is questioned as the concept’s value based on interactivity is lost when more than five groups were connected to one activity event.
With the greying population increasing, the proposed concept could be a possible area from which innovative virtual care services can be developed for Finnish elderly care. The thesis encourages further research on the concept with the paying customers it identified because, creating a service concept without the customer is a recipe for failure.