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Service design breakfast - Service design as tool to change customer dialogue and process - case OmaMehiläinen

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Miia Engberg from Mehiläinen (health care industry) and Mikko-Pekka Hanski from Idean discuss how service design way-of-working changed how a private company operates and how service design methods ...

Miia Engberg from Mehiläinen (health care industry) and Mikko-Pekka Hanski from Idean discuss how service design way-of-working changed how a private company operates and how service design methods were used to revolutionize the doctor/patient dialogue.
OmaMehiläinen: https://oma.mehilainen.fi/
Idean: http://idean.fi/

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    Service design breakfast - Service design as tool to change customer dialogue and process - case OmaMehiläinen Service design breakfast - Service design as tool to change customer dialogue and process - case OmaMehiläinen Presentation Transcript

    • Awesome, that you are here!OmaMehiläinenService Design BreakfastMiia Engberg / / MehiläinenMikko-Pekka Hanski / / IdeanTopics:ServiceMehiläinen & IdeanService Design JourneyLearningsFuture
    • oma.mehilainen.fi
    • go check it out!oma.mehilainen.fi
    • 4 12.6
    • 5 12.6
    • *Pretty much the best UX design agency in the world
    • Sowhathappened?
    • Oma Mehiläinen –verkkopalvelun elementtejä (maaliskuu 2011) 2a. Terveyskirjasto.fi (jotain eksklusiivista, vain oma mehiläisen käyttäjille?) 1b) Kommunikointi asiakkaalle (seuraavat käynnit, 2. Asiakkaan kyselyt 1a) Peruspotilastiedot / konsultaatiot hoitajalle, ajankohtaiset asiat) asiakkaan saataville lääkärille (muokkausmahdollisuus (maksuttomat yhteystietoihin, markkinointi- ja tietosuojalupiin) & maksulliset) www.omamehilainen.fi 1c) Asiakkaan itse 2b. Lääkärien syöttämät tiedot• Paino, verenpaine, verensokeri…) blogit• Vapaat kommentit käyntiin liittyen • Toiveet tulevan käynnin suhteen 3. Asiakkaan oma • Määrämuotoinen palaute terveyskortti, jonne hän kerää kaikki terveyteen liittyvät asiat. 4a. Asiak- 4. Vertaistuki Jakamismahdollisuus kaiden haluamilleen tahoille. blogit
    • “ A designer knows he has achieved perfection not when there is nothing left to add, but when there is nothing left to take away.” Antoine de Saint-Exupry
    • Metso PaperCustomer personas Participatory design workshops with experience artifacts
    • FlowsHeavy duty interaction design
    • DesignLanguageFocus on user informationSoften the edges
    • The truthThe quality of service design is testedwhen the implementation starts.
    • How the work of doctor will and should change? How we really focus on value? What do we scope out? When this service can really launch? research1- How it will be launched? Security?HD_dark.jpg What regulators react? Are we better than competitors? …
    • Relevance!Service design and related thinkingparadigms is about solving relevant andpractical questions.
    • Next? Listen to customers.
    • Kiitos, tack, Thank YouQuestions?Mikko-Pekka Hanski Miia Engberg@mphanski miia.engberg@mehilainen.fimph@idean.com041 5353 281
    • Mikko-Pekka Hanski Miia Engberg@mphanski miia.engberg@mehilainen.fimph@idean.com041 5353 281