Using Technology in Service Design: A Study of Finnish & Global Design Firms
Raju, Syed Misba Ull Hussain (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024121134854
https://urn.fi/URN:NBN:fi:amk-2024121134854
Tiivistelmä
This thesis explored how technology is integrated in the service design practices of Finnish and of global design firms. How advanced technologies like Artificial Intelligence (AI), Data Analytics, the Internet of Things (IoT) and collaborative platforms impact service design processes in terms of customer experience and operation efficiency is investigated. The goal was to understand the benefits, challenges and future trends of technology adoption in service design and to provide practical recommendations for firms in this emerging field.
The research used a multi-method approach, which focused on semi-structured interviews, surveys, focus groups, and ethnographic observations. Service design professionals in both Finnish and global firms were gathered data to gain a better understanding of the tools and methodologies used and the challenges to the adoption of technology. This approach enabled both qualitative insights and quantitative analysis on a larger scale.
The results show that Finnish firms were at the forefront of technology adoption, from AI and data analytics to improve service personalization and efficiency. Whereas adoption rates were variable among global firms, bigger firms in developed regions were more likely to use CRM and IoT systems. Small firms also had skill gaps as well as resource constraint challenges. The results of the study indicated that technology does indeed influence service design, but that the challenges associated with this were not insurmountable provided strategic investments and skills are maintained.
The research used a multi-method approach, which focused on semi-structured interviews, surveys, focus groups, and ethnographic observations. Service design professionals in both Finnish and global firms were gathered data to gain a better understanding of the tools and methodologies used and the challenges to the adoption of technology. This approach enabled both qualitative insights and quantitative analysis on a larger scale.
The results show that Finnish firms were at the forefront of technology adoption, from AI and data analytics to improve service personalization and efficiency. Whereas adoption rates were variable among global firms, bigger firms in developed regions were more likely to use CRM and IoT systems. Small firms also had skill gaps as well as resource constraint challenges. The results of the study indicated that technology does indeed influence service design, but that the challenges associated with this were not insurmountable provided strategic investments and skills are maintained.