ABC to empathetic service design

itSMF Finlandin elokuun webinaarin fokuksessa on palvelumuotoilu (Service Design). UPM IT:n Riina Lehtiniemen johdolla opit:

• Mitä empatia on?
• Miten sitä voidaan hyödyntää liiketoiminnassa?
• Mitä on empaattinen suunnittelu & miksi sitä kannattaa tehdä?

Tule mukaan ja ota haltuun stepit, joilla pääset helposti kiinni empaattiseen suunnitteluun ja kohti asiakasymmärrystä! Ilmoittaudu nyt.

Riina Lehtiniemi, Service Designer, UPM IT, Workspace Services

I’m an IT:er, truly interested in creating good service experience to our users. I had my Bachelor’s degree in Telecommunications and my Master’s in Production Economics and I have been working in various positions in Sourcing and IT. In my latest position, Service Owner for global IT Service Desk and Office Services, I started to wonder there must be something more to enhance the user experience than just trying our best based on our own knowledge, to make the services work. Soon I found my self in the field of Service Design and there was no turning back. I studied the subject first on my own, then enrolled to AaltoEE to find more.

Now I’m working full time as a Service Designer in our small but effective team of three persons and I am absolutely amazed what we have already been able to do, considering as a team we have been fully functional only a year. In our design work we try to take the holistic picture always in consideration: First users but as important the operation model and business model. But also small things matter, it doesn’t always require a full package. It is a victory if you get your colleagues to consider what our users truly need instead of what we think they want.