Kasku-program
Coaching Northern Finland’s tourism entrepreneurs towards more customer-oriented thinking
LEADERSHIP
DESIGN THINKING
PROJECT MANAGEMENT
SERVICE DESIGN
FACILITATION
DESIGN THINKING
Shaping the multi-channel customer journey to improve end-user approach in every touchpoint
In this project, I was responsible for running design workshops and facilitating the co-design sessions. Project was held in 2017.
How to think like a customer?
Small and medium-sized tourism entrepreneurs in northern Finland had challenges in understanding how to develop their tourism services in such a way that the different wishes of users are taken into account. The focus was especially on foreign travelers, for whom the experience of Lapland may be very distant.
Running some workshop with service design methods
I presented participants some concrete service design methods to improve design thinking and user-oriented service design to them. In two different workshop days, we made use of, for example, user personas and customer journey mappings. Under my leadership, the participants developed their own services’ marketing, sales, usage and post-consumption activities. The focus was especially on identifying different touch points in both digital and physical environments when searching, buying or using those services.
The participants were very satisfied with the workshops and felt that they had gained a lot of new insights into better productizing of their own services.
