- Usually, when we have a new project we start with questions, not with answers. It’s a lot of interviewing and talking with clients or the target group. For us, the participation is important – we do it with the client. In action, it's interviews and often various kind of workshops together with participants that are hopefully from many different areas so we can acquire many viewpoints regarding the solution we're trying to find.
In these workshops we have many different tools and exercises that can be used to find the optimal solution personalized for the customers and their specific problem. There's no one tool for one solution, so it's hard to define the exact process - it depends so much on the case. Therefore, we follow the service design process and pick the tools we need for each case, so there is no one way of doing things.
For example, when developing a new digital solution with a client for them to sell to their customers, it is important to creatively analyze all the variables such as markets, customer needs, capabilities, the most important use cases etc. to find the optimal solutions for that particular situation. The point is not to have an existing template that can be then copy-pasted everywhere, which has too often been the case.
If done like that we often notice later that it hasn’t really been the best solution. It's always personalized!