Finland – Business and management consultancy and related services – Palvelumuotoilun puitejärjestelyn hankinta 2026: Osallistumispyyntö

The subject of the procurement is service design expert services to support the city's various development projects. Service design refers to an expert service aimed at the strategic design of services, operations, processes, spaces, living environments, or service entities, or the development of digital solutions in a customer-oriented manner and by utilising the design process and methods. Service design is a structured process for developing customer, employee, or new concept experiences. Service design process definition: Phase 1: User-centric problem definition and user understanding compilation • Learn to understand the user and their motivations, needs, and preferences using various research methods and information sources. Service design methods for this include, for example, interviews, observations, workshops, and other forms of participation and co-creation. • In addition to qualitative methods, quantitative data, such as analytical data, can also be utilised. • The user understanding produced is analysed, interpreted, and summarised as a basis for the next phase. Phase 2: Conceptualisation and testing • Based on the summarised user understanding, new solutions are ideated through co-creation. The design project progresses by illustrating, testing, and prototyping alternatives, seeking solutions that optimally combine the needs of the user and the client organisation. • The result is at least one new or renewed concrete concept that has been tested with users. The result can be a service concept or another operating model. • Plan the next steps for implementing the concept and, if necessary, support their implementation. These instructions may be directed at both phases of the service design process or only one of them. Instructions may also be limited to a specific part of the process, for example, user research without summarisation, a prototype without its testing, or pure facilitation of co-creation. Cross-cutting work outputs of the design process are: • Human-centredness (development is guided by the perspective of customers and employees) • Future orientation, envisioning future possibilities • Co-creation with employees and stakeholders • Participation methods tailored to the target group in creating knowledge • Testing and iteration With service design, the city's operations can be developed to be smooth from the user's perspective (customer experience), more effective, and impactful (economic viability, feasibility with available resources, appeal, and functionality from the customer's perspective). This requires the ability to creative problem-solving, taking into account the client's operating environment and its limitations.