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Methods

SINCO (Service INnovation COrner)

SINCO in action!

Aplication time: < 1 month

Degree of contact with the end-user: workshops

Number of users: < 15

Overall cost: > 500

Description: SINCO (Service Innovation Corner) is a service prototyping lab at the University of Lapland in Rovaniemi. SINCO lab helps visualizing and concretizing abstract services and experiences by using service design tools and prototyping methods. Service prototypes consist of pictures or videos that are projected to screens and also sounds, lights and props. After completion of the service prototype, it will be tested and further developed by using drama methods. What does service prototyping: means? - - Helping entrepreneur to see the service from a customer point of view - - Enhancing new service ideas by previewing different kinds of possibilities - - Increasing likelihood of innovations - - Helping strategic decision making - - Decreasing risks related to producing and launching a new service Usually, stakeholders involved in SINCO experimentation are customers, designers, engineers, salespersons etc? The fields of application are those where the user experience or customer journey is paramount, ie. Public institution buildings, shops, restaurant industry, transports etc? Interactions with the end-users are not online but in real life. Therefore, the contact with users is very high as they use drama to prototype the service. On the downside, it is difficult to apply the exercise to more than 10 persons at once. The relative cost to apply SINCO is variable, whereas the timespan to apply it is quite short. Service design is about understanding human activities, feelings, needs and motives ? it is about creating services from the users? perspective. Technically service design is generally defined as a systematic, creative and empathic approach to uncover unmet, explicit and hidden customer needs and desires and to correspondingly develop new human centered service solutions, or improve existing ones (Moritz 2005.) Service prototyping is a term that is often mentioned when talking about service design: it can be used in all stages of the design process but especially in the ideation or conceptualization phase. The basic idea of prototyping is to concretize unclear ideas and to provide information on the planning and decision-making. Visualizing the concept/ concretizing ideas through prototyping supports to help users and other stakeholders to understand what is at stake (Vaahtojärvi in Palvelumuotoilu ? Uusia menetelmiä käyttäjätiedon hankkimiseen ja hyödyntämiseen 2011). Service design is one of the strategic research areas at the University of Lapland where The Faculty of Art and Design has worked for several years with service design and service prototyping methodology. Research concentrates on two different areas: 1) Studying how service prototyping can add value at various phases of the service design process and 2) Researching how agile technologies can be used in prototyping customer journeys, service moments and different touch points quickly and iteratively. Both research areas become concrete in University of Lapland?s SINCO (Service Innovation Corner) laboratory which represents a holistic hands-on approach to service design, co-creation and user-experience-driven innovation activities. SINCO also helps visualizing and concretizing abstract services and experiences by using service design tools and prototyping methods with the support of existing technological solutions (Rontti et al. 2012). These are the reasons why service design and especially service prototyping methods were selected to IDeALL-project experimentation. For implementing issue SINCO you?ll need at least: Two back projection screens, two video projectors, space for service stage (Space for prototyping and experiencing the simulation), control computer, speakers and dual-display adapter, PowerPoint-software which is programmed in two screens (for more information www.sinco.fi).

Criteria: SEE ABOVE

Steps: SINCO makes it possible to: 1. Analyse existing services and user experiences 2. Visualize ideas and develop them quickly 3. Communicate, test and act out concepts coherently

Contact: Hanna-Riina Vuontisjarvi: hanna-riina.vuontisjarvi@ulapland.fi

  • Project phase:
    • Ideate
    • Concept
    • Prototype
  • Methods successfully applied in:
    • North Ameria
    • South America
    • Europe
    • Oceania
  • Application domain:
    • Service
    • In person (service)
  • Material:
    • Post-its & markers
    • Camera
    • Beamer
    • Computer
    • Dedicated laboratory

Attachment: SINCO diagram

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