Browsing by Subject "service design"

The use of service design is growing business at the moment. There is a need for a renewal of services both in public and private sector. Also both public and private organizations are facing the need to reorganize their work based on the need of new services. This creates the environment for many organizational changes in short time period. The employees and stakeholders should be able to follow all these changes taking place in the services, organizations and way of working. This Master's Thesis will focus on three aspects; human cognition and change, organizational change and service design supporting the change. The focus in this research is on the usage of service design methods in a strategic change process of organization and how it influences the motivation of individual employee or stakeholder to adapt the new way of working or using the new services. The research object is the service design project of Aalto University Library where the library is facing a strategic change from traditional library towards more multi-functioning learning center. The research is executed by interviewing the participants of the research object project and observing the project work. The research showed that the co-design methods can be helpful when organization faces the strategic change by motivating and supporting the employees and stakeholders in the change process. The co-design methods can support the change of employees' and stakeholder's mindset and behavior. Communication, collaboration and community atmosphere are also supported by the co-design methods. Service design is also offering the tools to create and support the feeling of influencing in the change process. All these aspects can be supported by service design when both public and private organizations are facing the need to reorganize their work together with creating new services.