INCOkit: A toolkit to support internal collaboration for service design teams working in a corporation
School of Arts, Design and Architecture | Master's thesis
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AbstractThe rise of customer centric approaches within large-scale corporations is gaining increasing popularity. Traditionally product based corporations in fields of engineering and manufacturing are realizing the value in service oriented solutions as a competitive advantage and more sustainable source of revenue. One approach to achieving more customer centric solutions is through service design. However, incorporation a field of design into a corporate context has its own challenges and gaps in working styles, methods and understanding. The scope of this thesis aims to elaborate on the process of starting an in-house service design team and the transition to creating more collaborating between cross-functional teams. I introduce the concept proposal INCOkit which aims to provide tools, methods and practices to facilitate the integration and cooperation between inhouse service design teams and key stakeholders within a corporate environment. The case study being presented in this Thesis is KONE Corporation and the service design team, which began to grow from September 2014. INCOkit is toolkit based on my experiences as a service designer at KONE and background research. It aims to create small changes within the organizational culture to introduce service design thinking and applications to support collaboration, co-creation and cooperation with internal stakeholders and their in-house service design team.
Thesis advisorCabrera Botero, Andrea
service sesign, user experience, customer experience, toolkit, strategy, interaction design, corporate culture, design thinking