Service design

The big picture

Service design is the activity of researching, planning, implementing, testing and refining services or service components. Service design includes the interaction between people, the infrastructure, communication, policies and the tangible components that are part of this service. As a service designer you need to have good understanding of the many available methods without becoming a captive of those methods.

A large part of service design is the ability to understand the world and it’s dynamics. To create a good service there are quiet a many things that are involved. Here I have a high level checklist I normally start with:

  1. the economy
  2. the political climate
  3. the environment (pollution, resource depletion,…)
  1. the people potentially using and not using the P&S (users and non-users)
  2. the personal economic, political and environmental state of the users
  3. the goals, dreams and fears of those users
  1. the client organization that intents to develop this P&S
  2. the organization’s economic, political and environmental state
  3. the organization’s goals, dreams and fears

These above would be my starting points.  It is in my character to explore areas that are non-mainstream. I need those so I can better understand the bigger picture and more often than not those sometimes controversial areas offer me a wealth of insights.  Each of the items in the list above will evoke opposite opinions, whether on a global or very local scale.  For example, if you ask 10 economist about the state of the economy you likely get 3 or more distinctly different views. The same for politics and the environment. If you want to create a user friendly service you better understand that the world around you is not homogeneous and certainly not how you think it is. Here I step into your project as I gently remind you about the 2 or 3 other points of view and that quiet many other people represent these points of view.

My role

Service design also includes visual, logical and technical components. On all these areas I got plenty of experience as my CV will tell you. For me service design consulting is about giving my experience and insights within an as short possible time span as effectively as I can to an organization. It is short, effective and to the point.

My MA course teaching at Aalto (2008-2017) has been about data driven service design. The experiences from interacting with younger and older students from all over the world helped me a great deal to understand cultural differences. This I also bring with me when doing a project with you.

My expertise is in social-technological innovation, interconnected services and future probabilities. I like to work on concrete products and service development projects. If you do something with the below, contact me if interested in getting something done

I am strongest and most interested in:

  • idea generation, scenarios, road maps & creating product families
  • design sketches, interactive mock-ups, requirements
  • leading design teams and diverse teams

I can do very fine:

  • GUI and UX design
  • graphic design
  • product design
  • 3d viz

Am little interested in managing day-to-day operations

Comments from customers

Juhani Risku – Research Scientist, Innovation Lab at NTNU – IDI (formerly at Nokia)

Jeroen is one of the most enthusiastic and energetic innovators in IT and mobile industry I have worked with. He is extremely focused on concept and product essence and quality. This means continuous iteration of the idea and meaning to reach better versions for the services and products.

Jeroen has brilliant skills to communicate and coach ideas and teams. Because of his expertise on structuring concepts and strategies, practical visualization and communication it is easy for an organization to be motivated and efficient under his supervision.

Knowing Jeroen´s enormous arsenal of emerging innovations and concepts he can boost IT and mobile businesses in near and long term future. And if you already have an innovation or concept, You Ain’t Seen Nothing Yet: let him to concept and redesign it and lead you to success.

I can highly recommend Jeroen

Jani-Mikael Kuusisto (Metso Automation /Avantone)

“Jeroen has the ability to see the big picture in new product creation and often thinks outside the box. He is an excellent sounding board for ideation. He brought valuable insights on design thinking to our joint projects.”

Patent awarded by Metso Automation where I worked as a project partner laying out possible Products & Services  for the then future company called Avantone Oy.

Below you find a few service design related posts.