Orient your organisation toward the right services — today and over time.
This work focuses on direction: what services should exist, how they create value, and how they fit a broader landscape. It combines strategic analysis and futures thinking to create direction that holds under pressure.
Best fit when
Service portfolio lacks coherence
Direction unclear in transformation
Need shared vision before investment
Stakeholders misaligned on solutions
Flagship offers
Service Vision & Portfolio StrategyClarifies which services you own, which you should, and what each one is for — grounded in real needs.
Human-Centered AI StrategyA path for integrating AI into services that builds trust, not just capability.
Future Service Scenario PlanningForesight that maps how services could evolve — with implications for decisions today.
Experience Principles & Value PropositionPrinciples that guide decisions across teams, grounded in real insight.
Service Maturity AssessmentShows where your organisation actually is in service capability — not where it thinks it is.
Typical outputs
Service vision deckStrategic roadmapExperience principlesMaturity reportAI adoption playbook
Understand what is actually happening — not what assumptions say.
Good decisions start with grounded insight. Qualitative and participatory methods — from contextual inquiry to co-creation — feed directly into design and strategy, not a separate report.
Best fit when
Designing without clear evidence of needs
Internal assumptions untested
Complex stakeholder landscape
Past change initiatives have failed
Flagship offers
User & Stakeholder Research SprintRapid qualitative research and synthesis into actionable insight, in 1–2 weeks.
Participatory Research & Co-DesignResearch with participants as active contributors — fitting for public, education, and multi-stakeholder contexts.
Jobs-to-be-Done & Needs AnalysisWhat users and stakeholders are actually trying to accomplish, separated from existing feature logic.
Future User Needs ExplorationResearch into emerging behaviours and expectations — useful before transformation programmes.
Internal Organisational ResearchSurfaces blockers, patterns, and readiness across teams.
Typical outputs
Research reportPersona setStakeholder mapInsight synthesisOpportunity portfolio
Engagement formats
Research sprint (1–2 weeks)Discovery phaseHalf-day workshopMulti-stakeholder lab
03
Core Service & AI Design
Design services that work — end to end, for real people, in real contexts.
The core of service design practice: mapping what exists, finding where it fails, and shaping what should replace it. Includes a specific AI dimension — human-AI interaction, responsible AI experience, and adoption.
Best fit when
Service not working as intended
Introducing AI into existing service
Need to prototype before committing
Accessibility and ethics non-negotiable
Flagship offers
End-to-End Service DesignFull design of a service from understanding through blueprinting to pilot.
Human-AI Interaction DesignServices where AI plays an active role — built around trust and transparency.
Service Blueprint & Journey MappingRigorous documentation that aligns teams and reveals points of failure.
Responsible AI Service AssessmentReviews an AI-enabled service against ethics, inclusion, and trust criteria.
Inclusive & Accessible Service DesignTreats accessibility and inclusion as core requirements, not late-stage review.
Typical outputs
Service blueprintJourney mapsService conceptPrototypeAI ethics framework
Design for how your organisation works — and how it works with others.
Services don't exist in isolation. This family addresses operating models, internal collaboration, partnerships, and multi-stakeholder ecosystems — where service design meets organisational design.
Best fit when
Structure obstructs good delivery
Multiple units share one service
Redesigning internal processes
Platform strategy needs operating reality
Flagship offers
Service Operating Model DesignHow a service is owned, operated, and governed — roles, handoffs, accountability.
Ecosystem & Partnership DesignThe relationships, value flows, and governance between you and your ecosystem.
Employee Experience & Internal Service DesignService design applied internally to staff journeys and processes.
Cross-Functional Collaboration DesignHow teams work together on shared services — without adding coordination overhead.
Innovation Governance & DesignOpsThe processes and roles that let organisations design sustainably over time.
Move groups from conversation to decision — with care and clarity.
Structured thinking work with groups: surfacing what is unsaid, aligning diverse voices, and creating conditions for good decisions. Includes design sprints, innovation labs, and leadership sessions.
Best fit when
Knowledge present, decisions stuck
Need genuine buy-in, not sign-off
External facilitation more productive
Running an intensive innovation arc
Flagship offers
Strategic Alignment & Vision WorkshopsSessions that produce shared direction, not just shared understanding.
Design Sprint FacilitationFive days from problem to tested concept, adapted to service contexts.
AI Innovation WorkshopsLiteracy, scenario thinking, and hands-on design in a single arc.
Multi-Stakeholder FacilitationProductive dialogue across institutional and power differences.
Futures & Speculative Design WorkshopsStructured futures work using scenarios, design fiction, and signals.
Service design where the stakes are civic, educational, and systemic.
Public organisations and universities operate under specific constraints and obligations. This family applies service design to citizen-facing services, university ecosystems, and responsible AI in education.
Best fit when
Redesigning a citizen or student service
Institutional AI adoption with ethics
Cross-academic facilitation needed
Inclusion and equity central to design
Flagship offers
University & Educational Service DesignStudent experience, staff services, learning journeys, and academic ecosystems.
Ethical AI in Education StrategyPedagogically grounded, ethically clear AI adoption for institutions.
Citizen Experience DesignPublic services built around real civic needs, not administrative logic.
Children & AI Futures WorkshopsParticipatory work with young people on AI, futures, and digital services.
Academic–Industry Collaboration DesignEcosystem design across research, education, and industry.
Typical outputs
Service blueprintEcosystem mapEthical AI frameworkStrategic roadmap
Most engagements are built from a combination of families and formats. These packages are starting points — not fixed products. Every one of them is adapted to the specific context, challenge, and organisational state you bring.
A
Clarity Package
When direction is unclear or priorities compete.
What is included
Stakeholder interviews
Current-state journey mapping
Maturity assessment
Opportunity identification
Strategic facilitation
Insight reportOpportunity portfolioDirection memo
Discovery phase · 2–3 weeks
B
Experience Improvement Package
When a service underperforms and needs evidence-based redesign.
What is included
User research sprint
Journey mapping
Service blueprint
Co-design workshops
Redesigned concept
Journey mapsService blueprintDesign concept
Design sprint · 3–6 weeks
C
AI Confidence Package
When AI adoption needs a human-centred, ethical approach — not technology-first.
What is included
AI literacy workshop
Human-AI service assessment
Trust & ethics framework
Adoption roadmap
AI ethics frameworkAdoption playbookExperience principles
2-week intensive or modular series
D
Service Culture & Operating Model
When the goal is lasting capability — changing how services are owned and developed.
What is included
Capability assessment
Operating model design
Collaboration design
Ownership framework
Change facilitation
Operating modelGovernanceCapability roadmap
Transformation partnership · 3–6 months
E
Public & University Transformation
When a public institution navigates significant change with multiple stakeholders.
These are not isolated services. They are areas where experience, methodology, and depth of understanding make the work genuinely different from what a generalist service designer would bring.
✦
Human-Centered AI Service Design
AI without human-centred design leads to services that work technically but fail in trust and experience. This work ensures AI strengthens human capability rather than replacing it.
✦
Children & AI Futures
Participatory design with and for young people — exploring how AI shapes their futures and how institutions should respond.
✦
Academic Ecosystem Innovation
Universities are complex multi-stakeholder ecosystems. Long experience inside them — including Aalto — informs how to facilitate across research, teaching, and partners.
✦
Cross-Organisational Facilitation
The most valuable work often happens at the edges between organisations. Facilitating across institutional boundaries is a core strength.
✦
Trust-Centered Digital Service Design
Trust is the foundation of any service people willingly use. This work builds it in from the start — through transparency, ethics, and inclusion.
✦
AI Literacy Through Participatory Design
Real AI literacy is built through workshops that let people explore and develop their own informed relationship with AI in context.
