Suggesting an innovation process for Fonecta Oy

Abstract

The main objective of this thesis is to present an improved innovation process for Fonecta’s management. The research is conducted with the use of qualitative methods and adopts a service design approach guided by The Double Diamond Model. In the empirical treatment, the author carries out contextual interviews and participant observation for the purpose of collecting data in order to understand how the current process of innovation is defined and carried out. For her analysis, the author makes use of service design tools such as customer journeys, a value proposition canvas, jobs-to-be-done and a service blueprint.

The empirical results show that Fonecta has an unclear innovation strategy, and lack proper office space and time for innovation. Also, the findings reveal that the current process focuses mainly on the development of financial reports which is demanded by upper management at the wrong time of the innovation process. This leads into a blocker to share ideas and to become creative. Furthermore, once the investment proposal is presented to upper management the process gets lost. After detecting the current issues happening in the process, the author makes use of her own knowledge and those of the experts in innovation to propose an innovation process that considers such problems. The author suggests a new and fairly simple innovation process for Fonecta. Further, it proposes to the managers of Fonecta to continue working in the development of this process through co-creation workshops.