As part of the Service Design course at Aalto University, our team collaborated with Consti Oyj, a Finnish construction company specialising in renovation, to improve the customer experience during the housing pipe renovation process. We began by creating an ‘as is’ service map of the current process, identifying pain points, and forming targeted problem statements.

 

From there, we developed personas representing different customer types and selected one critical step in the journey to redesign. Our final proposal, Consti Kick Start Event, was presented as a ‘to be’ storyboard video, showing a user scenario through the perspective of a housing board chairperson involved in the renovation process.

 

Throughout the project, I contributed to every phase, with a particular focus on visualizing the service map and presentation materials, as well as editing the storyboard video. The work was carried out mostly remotely due to COVID-19, using tools such as Google Slides & Sheets, Adobe Illustrator, Premiere Pro, and Zoom.

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Course project, 2020

Palvelumuotoilu (“Service Design”), Aalto ARTS

Collaboration partner: Consti

Tools used: Miro, Google Workspace, Zoom, Adobe Premiere Pro, Adobe Illustrator

Other team members: Ulrika Ura, Elena Shemyak

Keywords: Service design, Service journey mapping, Persona development, Customer experience design, Visualization, Storyboarding & video production, Co-design