Introducing Customer-Centric Design Methods through a Corporate Design System
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Perustieteiden korkeakoulu | Master's thesis
International Design Business Management
Master’s Degree Programme in International Design Business Management (IDBM)
AbstractThis thesis examines the integration of customer-centric design methods into corporate design systems, focusing on Metso's case study. In a rapid digitalization landscape, the research explores how design systems can adapt to better meet customer needs and transform organizations toward customer-centricity. Utilizing literature reviews, benchmarking, insights throughout case study and expert interviews, the research highlights the benefits of this integration, such as enhanced customer experience, improved efficiency, and the promotion of a customer-centric organizational culture. Key challenges include cultural barriers and the necessity for effective stakeholder engagement. Besides the design methods documentation added to the Metso Design System in the case study, a preliminary six-phase framework is proposed to systematically incorporate customer-centric practices into design systems. This research contributes to both academic and practical understanding of design systems, providing a valuable reference for organizations like Metso aiming to align design systems with customer-centric methodologies.
Thesis advisorLampinen, Janne
design systems, customer-centric, design method, integration strategies, organizational transformation, corporate design practices