BOOSTING CUSTOMER EXPERIENCE with HELSINKI REGIONAL TRANSPORT AUTHORITY (HSL)
Contact persons: Jarno EKSTRÖM, HSL
Helsinki Regional Transport Authority (in Finnish Helsingin Seudun Liikenne (HSL) was interested in improving their customer experience. They were curious how to start viewing passengers as customers and how such perspective shift would affect the customer experience. 15/30 helped HSL to building understanding of passengers journeys and actively included HSL employees into the research process. Together we conducted interviews at the various stations and transportation stops and co-created variations of customer journeys with the travellers. Finding of the research were summarised in a Customer Value Map, which instantly shows what is important, what should be avoided and how various aspects are interrelated.
FROM PRODUCTION-CENTRED TOWARDS CUSTOMER-CENTRED THINKING with lujatalo
CUSTOMER SATISFACTION: 9,25
Contact persons: Tomi TIAINEN, LUJATALO
Lujatalo, a Finnish construction company, wanted to do something completely new. They aspired to include residents, both those already living in an area and those planning to move there, in the planning phase. 15/30 assisted the company by uncovering valuable insights and involving residents in envisioning future apartments, common spaces and whole residential area. Together the stakeholders uncovered many important details that significantly improve residents experiences. With this details in mind, Lujatalo was able to design a buildings that fit the area and make the residents’ living better and easier. The results were significant: The project led to development of the first apartment building in Finland developed in a co-creative manner, in which potential buyers were included from a very early stage.
Future-proofing strategy with etera
CUSTOMER SATISFACTION: 10
CONTACT PERSONS: Riitta puutula, etera
There was a need for future insight and fresh points of view to build a better strategy.
Building future insight is important to all companies, but especially to those that operate on a field of constant change, such as Etera: the pension system was created in a completely different time that ours. To find out what the future of pension insurance and work well-being looks like, we looked into the future. Etera’s employees formed small teams, or “patrols to the future” that we guided and sparred. The approach was to provide Etera with silent information from within the company and teach them how to apply the insight into the everyday practices in their company. We also contributed with creating "shadow foresight team" to bring in the outsider perspective.
OTHER COOL CLIENTS
We have been privileged to work with these great companies: Aikakausmedia, Aller, Alma Media, Amgen, Barona, Digita, Elisa, Etera, Fingrid, GSK, Hakonen Solutions, Hartwall, Helsinki Business College, HOAS, ISS, Kampin kauppakeskus, Kesko, LähiTapiola, Markkinointi-instituutti, MTV3, Nooa Säästöpankki, Paulig, Posti, Sanoma, Sanomalehtien Liitto, Sodexo, SOK, SRV, Suomalaisen työn liitto, Tallink-Silja, Tikkurila, Unilever, UPM, VVO and some other cool organizations.