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Portfolio
Paula Laitio
laitiopaula@gmail.com
+358505599527
https://www.linkedin.com/in/paulaitio
How did somebody with technology in their genes end up being a service designer?
I’m originally a master of science in automation technology. But even a robot has a user somewhere, and that user is the one that caught my interest.
After my studies I went for a career in consulting, from testing and defining requirements, into 3 years of business consulting at Fluido. Am I super excited about CRM systems? Not really. But I’m excited about creating digital services that serve their users in the best possible way.
Slightly over a year ago I heard the word service design, got interested and applied to study for an MBA in Innovative Digital Services of the Future. Suddenly I had a name to everything I’ve always been the most passionate about in my work. To me, service design is common sense and a natural way of thinking.
This portfolio showcases some of my achievements and adventures in the field of service design.
Introduction
Video presentation
CV
From an innovation to a service
Roboguide
I'm currently working on my thesis in the Roboguide project, designing a robotic moving aid service for the visually impaired.
(Work is still ongoing so not everything is listed here.)
More info about the project (in Finnish):
https://www.airutlehti.fi/2018/airut-10-2018/opasrobotti-on-uusi-mahdollisuus-liikkumiseen/
https://www.nkl.fi/fi/etusivu/ajankohtaista/tiedotteet/valkoinen-kepin-rinnalle-tulossa-opasrobotti
Moving aid for the visually impaired
Discover
During the Discover phased data was collected by...
...discussing with other stakeholders such as movement skill trainers and guide dog trainers.
...running interviews with 20+ visually impaired people, out of which 9 deeper theme interviews.
...observing 2 visually impaired people moving.
...collecting a movement diary from 5 visually impaired people.
Define
In the Define phase, data was analyzed and visualized by creating, for example:
4 user personas
3 current state journey maps
Click -> for more!
User personas
4 persona categories were identified and personas representing each category were created.
Just keep clicking that ->
Current state journey maps
OK, that's it for the Define phase.
Develop
During the Develop phase, ideas were generated in 3 co-creative workshops:
2 ideation workshops
1 "Future Factory"
Ideation workshop
In the ideation workshops, 3-4 visually impaired people were gathered together to generate ideas of possible services around the robotic moving aid. Methods included e.g. the following:
- "How might we..." discussion
- Using clay to visualize thoughts and ideas
- Word association
- Association through different objects and sounds
Future Factory
In the Future Factory workshop, 7 visually impaired people and 4 representatives of the technology company developing the robot participated. Working individually and in small groups, the participants shared their ideas and vision for the future going through the phases of dystopy, utopy and reality. Also future state journey maps for pre-defined situations were created.
Deliver
The project will continue for several years and the robot itself will be on the market around 2023. In my thesis I will deliver a suggested concept for the services around the robot.
Learning by doing
The following cases demostrate some of the learning assignments and projects I've accomplished during my studies in Laurea University of Applied Sciences.
School projects
Case: Kesko
Occupational healthcare of the future
Designing new occupational health and well-being services for the office workers in Kesko - from research to a functional prototype.
Case: Migri
Better services for immigrants
User-centered design process for citizenship application services.
DASH hackathon 12.-14.10.2018: Improving hospital experience through data
Case: DASH 2018
I love to tell stories, share my insights and train others.
Internal presentations & Trainings
Public speaking
Presentations
&
Trainings
- Service Design as a Tool of a Consultant - internal presentation @Fluido
- Palvelumuotoilu konsultin työkaluna - public presentation @Fraktio (check video recording)
- Service Design Basics - internal training for the marketing automation team @Fluido
Perjantaipresis @Fraktio
(video)
https://fraktio.fi/perjantaipresikset/palvelumuotoilu-konsultin-tyokaluna/
Co-creating digital experiences
One of my main responsibilities at Fluido is designing and facilitating customer workshops for different purposes. Some of my work is showcased here.
Workshops
&
Templates
Workshop planning, template creation, facilitation and data visualization during the POC project
Proof of Concept for an University
Templates for design workshops
Customized templates for a co-creative scoping workshop with the customer
My reflections on service design
https://sidlaurea.com/author/paulalaitio/
Blog posts
Blog posts are written for the course Current Topics in Service Design