Service Design Breakfast - Merging two buzzwords: Adapting Lean Startup to Service Design - case Helsingin Energia

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Hannu Pikkarainen (Helsingin Energia) and Mari Piirainen (Futurice) discuss how a century old energy company embraced a Lean Startup approach to designing new services for its customers. We presentation covers the good and the bad about applying service design methods and Lean Startup thinking in practice – what worked and what did not.

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Service Design Breakfast - Merging two buzzwords: Adapting Lean Startup to Service Design - case Helsingin Energia

  1. 1. ADAPTING LEAN STARTUPTHINKING TO SERVICE DESIGN+
  2. 2. 400,000ELECTRICITYCUSTOMERSFULLFILLS 90% OFTHE HEATINGDEMAND IN THECAPITAL AREA WITHDISTRICT HEATING3RD LARGESTSUPPLIER OFDISTRICT COOLINGIN EUROPENEW BUSINESS
  3. 3. AUG OCT NOV DEC JAN APRFEBSERVICE / UI DEVELOPMENTUSERVALIDATIONBUSINESSMODELINGAND SERVICEREFINEMENTINITIALCONCEPTING
  4. 4. INITIAL CONCEPTING: SERVICE VISION
  5. 5. BUSINESS MODEL WORKSHOPSASSUMPTIONS ABOUT THE BUSINESS HYPOTHESIS TO BE TESTED
  6. 6. WARROOM
  7. 7. CUSTOMER VALIDATION: FIND A PROBLEMWORTH SOLVINGMock ads
  8. 8. • Product Process• Marketing and Sales Process• Partnership Process• Order/Delivery Process• Billing Process• Customer Service Process• …110100100010000SUPPORT PROCESSES AND INFRASTRUCTURE
  9. 9. DAILYDAILYDAILY2 WEEKSPRODUCTBACKLOGSPRINTBACKLOGWORKING SOFTWAREPRODUCTVISIONSERVICE AND UI DEVELOPMENT
  10. 10. LAUNCH
  11. 11. • Visualizing your vision at the beginning is helpful but don’t spend too muchtime on it.• Team building takes time, but you can accomplish a lot by working in thesame room.• Focus on your best idea. Work on one idea at a time.• Work hard to keep the customer, product and organization perspectivesaligned when you are working on the business model.• Have tools to simulate the business case when you are mapping it out.• Get out of the building quicker.• It’s not easy being scientific and systematic about learning. Make sure youhave some way of tracking that you are getting closer to a sustainablebusiness with each build-measure-learn iteration.WHAT WE LEARNED
  12. 12. http://fi.okfn.org/energy-hackathon-2013/15 May 2013Energy Hackathon 2013Invites researchers, designers, coders, journalists and open knowledgeactivists to spend a day together to develop new ideas and prototypesof applications that utilize energy data.

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