Improving The Services of a Nonprofit Children's Organisation Using Service Design Methods

Abstract

The thesis aimed to research how service design could be implemented in a nonprofit organisation's activities, and what changes could be made to the services and the organisation so that it will survive and thrive in the future. Several issues cause the struggle for non-governmental (NGO) and nonprofit organisations to attract new participants and volunteers, including Varsinais-Suomen Nuoret Kotkat (VSNK). The study's research questions are: what does the future look like for NGOs and non-profits, in this case, Nuoret Kotkat, and what should the VSNK take into account, and what measures should be taken during the organisation's transition period. Furthermore, what innovations need to be designed to improve the core services at VSNK. The methods include surveys and service design methods such as interviews, workshops, stakeholder mapping, personas, volunteer journey and service blueprint. PEST analysis was used to create future scenarios. Prior studies of volunteering and NGOs, service design, change management and futures thinking are used as part of the study. The study includes a practical service development proposal. Based on the research and design, a strategic roadmap for the future is created for the VSNK organization. The roadmap includes suggestions for several sections; VSNK as an organization, NKK and Nuoret Kotkat brand, users, customers, volunteers and marketing.