Service Design in Enabling Workplace Change as a Tool for Work Transformation

Abstract

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 to undergo work transformation by breaking out of their traditional definition of work. The objective of this thesis was to study how service design approach to organizational change can enable organizations in using workplace change as a tool in work transformation process by questioning the ways they work, where work takes place, and what kind of work environment best supports their operations.

The theoretical framework of the thesis forms an understanding of successful implementation of modern knowledge work environments. Activity-based office is discussed as a concept for bringing New Ways of Working into workplace. The theoretical framework for service design approach to work transformation was created. In the framework, workplace change is considered an iterative learning process with focus on steering cultural change and supporting bottom-up implementation after relocation by organization members as co-designers. Service design principles, methods, tools and process are used to facilitate change as a series of conversations. Job crafting supports the change process by providing tools for proactively responding to the changing demands and resources present in the new situation.

The empirical part of the thesis followed the Double Diamond design process model. Service design methods and tools generating qualitative data were used to engage organization members in exploring opportunities of the new work environment, in evaluating whether an activity-based office concept fulfilled the needs and expectations of the case organization, and in co-creating improvements by following identified paths for development. The methods included document analysis, mapping tools, design probe, observation, personas, and ideating with altogether six workshops. The main empirical outcomes for the case organization were revealing added value that more collaborative and team-based ways of working can bring to its operations and creating concrete solutions that can be implemented to realize the potential benefits of the activity-based office concept by aligning work environment and work culture.

The thesis provides valuable information and avenues for further research by showing how service design approach to organizational change can provide long-term improvements in productivity and well-being at modern knowledge work. The framework presented in this thesis can benefit any public or private sector organization that is looking to use workplace change as a tool for work transformation. The main conclusion of the thesis is that service design can facilitate the process of work transformation by bringing together change in work environment with change in ways of working. Service design can be used as an inquiry to work culture, showing how old ways of working frame the current situation and demonstrating the value of change. Furthermore, service design can provide an organization with tools, skills and capabilities for continuous adaptation towards work transformation.