Service Innovation with Non-Designers

This talk explore co-designing innovations with everyday people, i.e. non-designers. Salu Ylirisku will present an example case study that was conducted with a bank's phone service in order to develop knowledge management practices and tools. In the case study a combination contextual study and video scenario workshops were utilized together with a co-design approach with the bank's phone service workers. The project created new visions into ways to develop knowledge management in the bank. The talk will also examine experiences from essentially similar projects where new product and service innovations have been explored with non-designers.