Designing a Multi-Channel Service Experience

Authors

  • Satu Miettinen,

    1. Professor of applied art and design in the department of industrial design at the University of Lapland. For several years, she has been studying and developing service and social design, and writing and editing service design research literature. Miettinen has been working in various social design projects with local communities in Namibia for more than a decade. She is also involved in design policy work and has much experience in the management and coordination of design research and development projects. Her doctorate is from University of Art and Design Helsinki.
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  • Essi Kuure

    1. Researcher at the department of industrial design at the University of Lapland. She has worked for several years at the university on multiple service design projects, focusing on knowledge and methods of customer insight, co-design, and prototyping. She holds a master's degree in industrial design and is currently pursuing a doctoral degree at the University of Lapland.
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Abstract

With interactive whiteboards, computers, projectors, speakers, spotlights, and physical and virtual props, the University of Lapland's SINCO lab is dedicated to service prototyping.

Prototyping isn't just for product design anymore; it works for services too.

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