Designing a smooth service experience: Finding the balance between online and offline service

Tutkimuksen tavoitteena on selvittää, kuinka digitaalisen ja analogisen palvelun voi paremmin yhdistää kokonaispalveluksi niin, että asiakas saa mahdollisimman sujuvan palvelukokemuksen. Tutkimuksen aihe nousee Tunteesta arvoa palvelulle –hankkeesta, jossa toteutettiin palvelumuotoilun kehitysprojekteja yhdessä viiden yrityksen kanssa. Niistä useammassa konseptien osana oli digitaalinen palvelu, mutta haasteeksi nousi digitaalisen kanavan yhdistäminen analogiseen, eli fyysisessä tilassa tapahtuvaan palveluun. Nykypäivänä digitaalisten palveluiden yleisyys on kasvanut ja ihmiset ovat yhä tottuneempia käyttämään digitaalisia kanavia osana palvelukokonaisuutta. Toisaalta käyttäjät ovat myös tietoisia digitaalisten kanavien tarjoamista mahdollisuuksista ja siten heidän odotuksensa ja vaatimuksensa palvelua kohtaan kasvavat. Eri palvelukanavien välillä on kuitenkin havaittavissa eroavaisuuksia ja siten yhtenäisen ja sujuvan palvelukokemuksen syntyminen asiakkaalle on vaikeaa. Asiakkaan tarpeiden ja odotusten sekä yrityksen tavoitteiden huomioiden palvelupolun luomisessa mahdollistavat palvelun sujuvan etenemisen palvelukanavien välillä. Tässä on laadullisessa tutkimuksessa tutkimusaineisto on kerätty puolistrukturoituina teemahaastatteluina. Tutkimusaineisto on analysoitu teemoittelemalla ja tutkimuksen löydökset vastaavat kysymyksiin, miten sujuva palvelukokemus muotoillaan palvelumuotoilun menetelmin, ja miten digitaalisia ja analogisia palvelukanavia tasapainotetaan palvelupolussa. Tutkimuksen tuloksen muodostaa seitsemästä osasta koostuva työkalu, jonka tarkoituksena on toimia palvelun muotoilun ja kehittämisen tukena.While working as a research assistant in Value through Emotion research project at University of Lapland and doing service design projects with several companies, I noticed that there is a challenge in designing a service that combines online and offline service channels. Nowadays the trend is to have an online service, such as service application, as a part of the overall service path, but there is often a gap between the online and offline elements of the service in regards of the communication and the quality of service delivery. The customers are more and more used to digital service channels and they are aware of the possibilities that online channels can provide. Therefore the customers have high expectations about the service delivery. Designing a service that keeps the continuity throughout the service despite the form of delivery channel would be a solution for providing the customer a smooth service experience. In this research I study how a smooth service experience can be built using service design methods. I also study how the balance between online and offline service channels can be found in the overall service path. The research data of partly structured theme interviews are analysed by qualitative research methods. As a result for this case study I present a toolkit with seven templates that can be used as a guideline and support in the service design process when combining online and offline service elements as a smooth service experience

FUTURES OF FINNISH FOOD SYSTEM BY 2050. The perspective of resilience

Modern food systems face complex global challenges such as climate change, resource scarcities, population growth, concentration and globalization. It is not possible to forecast how all these challenges will affect food systems, but futures research methods provide possibilities to enable better understanding of possible futures and that way increases futures awareness. In this thesis, the two-round online Delphi method was utilized to research experts’ opinions about the present and the future resilience of the Finnish food system up to 2050. The first round questionnaire was constructed based on the resilience indicators developed for agroecosystems. Sub-systems in the study were primary production (main focus), food industry, retail and consumption. Based on the results from the first round, the future images were constructed for primary production and food industry sub-sections. The second round asked experts’ opinion about the future images’ probability and desirability. In addition, panarchy scenarios were constructed by using the adaptive cycle and panarchy frameworks. Furthermore, a new approach to general resilience indicators was developed combining “categories” of the social ecological systems (structure, behaviors and governance) and general resilience parameters (tightness of feedbacks, modularity, diversity, the amount of change a system can withstand, capacity of learning and self- organizing behavior). The results indicate that there are strengths in the Finnish food system for building resilience. According to experts organic farms and larger farms are perceived as socially self-organized, which can promote innovations and new experimentations for adaptation to changing circumstances. In addition, organic farms are currently seen as the most ecologically self-regulated farms. There are also weaknesses in the Finnish food system restricting resilience building. It is important to reach optimal redundancy, in which efficiency and resilience are in balance. In the whole food system, retail sector will probably face the most dramatic changes in the future, especially, when panarchy scenarios and the future images are reflected. The profitability of farms is and will be a critical cornerstone of the overall resilience in primary production. All in all, the food system experts have very positive views concerning the resilience development of the Finnish food system in the future. Sometimes small and local is beautiful, sometimes large and international is more resilient. However, when probabilities and desirability of the future images were questioned, there were significant deviations. It appears that experts do not always believe desirable futures to materialize.siirretty Doriast

Tarkistuslista huumausaineeksi luokiteltavien lääkkeiden annosteluun Honkaharjun sairaalan osasto 3:lle

Tässä opinnäytetyössä perehdyttiin huumausaineeksi luokiteltavien lääkkeiden annostelemisessa huomioitaviin asioihin: mitä eri asioita tulee ottaa huomioon annosteltaessa huumausaineeksi luokiteltavia lääkkeitä, muun muassa onko oikea lääke ja oikea potilas. Tavoitteena työssä oli potilas- ja lääkitysturvallisuuden lisääminen omassa työyksikössä. Opinnäytetyö on toiminnallinen ja kehittämistehtävänä oli tarkistuslistan luominen huumausaineeksi luokiteltavien lääkkeiden annosteluun Honkaharjun sairaalassa. Tarkistuslistan kehittämiseksi käytiin ryhmäkeskustelu elokuussa 2012 osaston sairaanhoitajien kanssa. Näin heillä oli mahdollisuus olla mukana kehittämässä tarkistuslistaa. Opinnäytetyöntekijä oli laatinut ennen ryhmäkeskustelua tarkistuslistan perustuen teoriaan ja omiin ammatillisiin kokemuksiin. Ryhmäkeskustelun jälkeen opinnäytetyöntekijä kirjoitti puhtaaksi keskustelut ja näiden pohjalta muokkasi tarkistuslistaa uudelleen. Ryhmäkeskustelussa sovittiin osastolle uusia, yhteisiä pelisääntöjä lääkehoidon toteuttamiseen. Ryhmäkeskustelussa opinnäytetyöntekijä tarkensi osaston sairaanhoitajille, mitä esimerkiksi kaksoistarkistus lääkehoidossa tarkoittaa, eli huumausaineeksi luokiteltavaa lääkettä annosteltaessa lääkkeen tarkistaa sairaanhoitaja ja hoitoalan ammattilainen. Tarkistuslistan kehittämisen yhteydessä otettiin potilasrannekkeet käyttöön sairaalassa, joiden avulla potilaiden tunnistaminen varmistuu. Jatkotutkimusaihe voisi olla, miten käytäntöön otettu tarkistuslista on auttanut potilas- ja lääkitysturvallisuuden lisäämisessä ja onko sen käyttö vähentänyt lääkityspoikkeamia.In this thesis I became familiar with what nurses have to take into consideration, when giving narcotic containing drugs to patients. Nurses must determine that they are giving the right drug to the right patient and so on. The objectives for this thesis were to add to patient and medication safety in the workplace. This study was functional and the development of a checklist for drug administration for the Honkaharju Hospital was the task. Group discussions were held in August of 2012 to gather data for the development of the checklist from the nurses` point of view. The researcher had made a preliminary checklist before the discussions, which was based on theory as well as personal professional experiences. After the discussions the results were written up, and the checklist was modified. New common rules for medication administration were put into effect as a result. Further research might examine how the checklist has helped to add patient and medication safety and whether or not the checklist has improved of medication errors

Phosphorus and nitrogen balance of the eutrophic Lake Tuusulanjärvi.

Tuusulanjärven typpi- ja fosforitase

SHARED PATH Service Design and Artificial Intelligence in Designing Human-Centred Digital Services

Digitalization and the growing service economy place challenges on organizations for transforming their service offerings to match the high user expectations. Services increasingly exploit digital technologies which play an important role in the creation of service experiences. One of the examples is artificial intelligence (AI), which may actively perform in customer service, but also provide solutions in the back end of services. While AI actively takes part in the creation of service value, the line between human and machine in the service encounters blurs. This creates new type of service components which need to be designed as part of digital service journeys. This dissertation is constructed around seven scientific publications that explore the merging of AI and service design in creating human-centred digital service solutions. The focus in the publications is on applying service design principles to AI-enabled services, from which an AI assistant is an example. AI assistants interact with users through text and voice interfaces and can be perceived as a gateway to complex digital service ecosystems. AI assistants are rather new as services, and they touch upon areas that, besides the design challenges, are ethically, philosophically and legally demanding. Here, service designers face changes both in the design process and in their role as designers. This study was conducted as a qualitative research with roots in the practice of design research. The main research data consist of five case studies and seven expert interviews analysed through coding, content analysis and visual mapping to answer the following research question: How is AI affecting the practice of service design and the design of digital services? The findings from the publications are concluded under the following four topics: (1) AI changes the design of digital service interactions, (2) AI assistants perform as actors in digital services, (3) AI needs to be human-centred rather than human-like and (4) AI assists and augments the practice of service design. Under these topics, the discussion highlights the ethical considerations and humanization aspect of AI as a part of designing and the design outcomes as AI-enabled services.Digitalisaatio ja kasvava palvelukeskeinen markkinatalous asettavat organisaatioille muutoshaasteitta, jotta palvelutarjonnalla pystyttäisiin vastaamaan käyttäjien korkeisiin odotuksiin. Palvelut hyödyntävät yhä enenevissä määrin digitaalista teknologiaa osana palvelukokemusten tuottamista. Yhtenä esimerkkinä teknologioista on tekoäly, jolla voi jo olla aktiivinen osa asiakaspalvelussa sekä ratkaisujen tuottajana palveluiden taustajärjestelmissä. Kun tekoälyn rooli palveluarvon tuottamisessa kasvaa, raja ihmisen ja koneen välillä voi hämärtyä. Tekoäly luo näin uudenlaisia palveluelementtejä, jotka tulee muotoilla osaksi digitaalisia palvelupolkuja. Väitöstyö pohjautuu seitsemään tieteelliseen julkaisuun, joiden kautta tutkimus tarkastelee tekoälyn ja palvelumuotoilun yhteyttä ihmislähtöisten digipalveluiden muotoilemisessa. Julkaisut keskittyvät palvelumuotoilun näkökulmaan tekoälyavusteisten palveluiden kehittämisessä ja käyttävät esimerkkikontekstina tekoälyassistentteja. Tekoälyassistentti on digitaalisen palvelun muoto, joka on vuorovaikutuksessa asiakkaan kanssa joko tekstin tai puheen kautta. Tekoälyassistentti voi myös toimia keulakuvana laajemmalle palvelutarjonnalle ja palveluekosysteemeille. Tekoälyassistentit ovat palvelumuotona melko uusia ja niiden aihepiirit ovat muotoiluhaasteen lisäksi eettisesti, filosofisesti ja juridisesti haastavia. Tämä luo palvelumuotoilijalle haastavan asetelman niin muotoiluprosessiin kuin omaan työhön muotoilijana. Väitöstutkimus on toteutettu laadullisena tutkimuksena muotoilun tutkimuksen kentällä. Tutkimuksen ensisijainen aineisto koostuu viidestä tapaustutkimuksesta ja seitsemästä asiantuntijahaastattelusta. Aineistoa on analysoitu koodaamisen, sisällönanalyysin sekä visuaalisen analyysin keinoin. Analyysin kautta vastataan tutkimuskysymykseen: Mikä on tekoäly vaikutus palvelumuotoilutoimintaan ja digitaalisten palveluiden muotoilemiseen? Tutkimustulokset esitellään neljän aihepiirin kautta: (1) Tekoäly muuttaa digitaalisten palveluiden vuorovaikutusten muotoilua, (2) tekoälyassistentit ovat aktiivisia toimijoita digitaalisissa palveluissa, (3) tekoälyn on oltava ihmiskeskeistä, ei ihmismäistä, ja (4) tekoäly tukee ja laajentaa palvelumuotoilutoimintaa. Näiden aihepiirien kautta tutkimustulokset nostavat esiin tekoälyn eettiset ja inhimilliset näkökulmat osana tekoälyavusteisia palveluita sekä niitä tuottavaa palvelumuotoilutoimintaa

FUTURES OF FINNISH FOOD SYSTEM BY 2050. The perspective of resilience

Modern food systems face complex global challenges such as climate change, resource scarcities, population growth, concentration and globalization. It is not possible to forecast how all these challenges will affect food systems, but futures research methods provide possibilities to enable better understanding of possible futures and that way increases futures awareness. In this thesis, the two-round online Delphi method was utilized to research experts’ opinions about the present and the future resilience of the Finnish food system up to 2050. The first round questionnaire was constructed based on the resilience indicators developed for agroecosystems. Sub-systems in the study were primary production (main focus), food industry, retail and consumption. Based on the results from the first round, the future images were constructed for primary production and food industry sub-sections. The second round asked experts’ opinion about the future images’ probability and desirability. In addition, panarchy scenarios were constructed by using the adaptive cycle and panarchy frameworks. Furthermore, a new approach to general resilience indicators was developed combining “categories” of the social ecological systems (structure, behaviors and governance) and general resilience parameters (tightness of feedbacks, modularity, diversity, the amount of change a system can withstand, capacity of learning and self- organizing behavior). The results indicate that there are strengths in the Finnish food system for building resilience. According to experts organic farms and larger farms are perceived as socially self-organized, which can promote innovations and new experimentations for adaptation to changing circumstances. In addition, organic farms are currently seen as the most ecologically self-regulated farms. There are also weaknesses in the Finnish food system restricting resilience building. It is important to reach optimal redundancy, in which efficiency and resilience are in balance. In the whole food system, retail sector will probably face the most dramatic changes in the future, especially, when panarchy scenarios and the future images are reflected. The profitability of farms is and will be a critical cornerstone of the overall resilience in primary production. All in all, the food system experts have very positive views concerning the resilience development of the Finnish food system in the future. Sometimes small and local is beautiful, sometimes large and international is more resilient. However, when probabilities and desirability of the future images were questioned, there were significant deviations. It appears that experts do not always believe desirable futures to materialize.siirretty Doriast

Biomarkers, medical treatment and fetal intrapartum surveillance in intrahepatic cholestasis of pregnancy

Intrahepatic cholestasis of pregnancy (ICP) is a pregnancy-specific disorder characterized by maternal pruritus and elevated liver enzymes. It usually begins in the third trimester of pregnancy and resolves spontaneously after delivery. ICP is considered benign for the pregnant woman, but it is associated with an increased risk for unexplained term stillbirth and preterm delivery. There are no specific laboratory markers to diagnose ICP. The diagnosis is currently based on the presence of maternal pruritus and elevated values of alanine aminotransaminases (ALT) and serum bile acids (BA). Recently, ursodeoxycholic acid (UDCA) has been used for treatment. Mechanisms leading to intrauterine fetal death (IUFD) may be multifactorial and are unknown at present. For this thesis, 415 pregnant women with ICP were studied. The aim was to evaluate the value of the liver enzyme glutathione S-transferase alpha (GSTA) as a specific marker of ICP and to assess the effect of maternal UDCA therapy on maternal laboratory values and fetal outcome. The specific markers predisposing the fetus to heart arrhythmia were studied by comparing waveform analysis of fetal electrocardiograms (FECG) during labor in pregnancies complicated by ICP with controls. The levels of maternal GSTA were high and the values correlated with the value of ALT in patients with ICP. UDCA therapy reduced the values of the liver enzymes and alleviated maternal pruritus, but it did not influence maternal hormonal values. Although the newborns experienced an uneventful perinatal outcome, severe ICP was still associated with preterm birth and admission to the neonatal intensive care unit (NICU). There were no significant differences in intrapartum FECG findings between fetuses born to ICP women and controls.Raskaudenaikaisen maksan toimintahäiriön diagnosointi, hoito ja sikiön synnytyksenaikainen seuranta Äidin raskaudenaikainen maksan toimintahäiriö eli hepatogestoosi aiheuttaa ihokutinaa ja maksa-arvojen nousua odotusaikana. Häiriö alkaa tavallisesti loppuraskauden aikana ja korjaantuu itsestään synnytyksen jälkeen. Hepatogestoosi ei ole vaarallinen äidille, mutta siihen liittyy kuitenkin suurentunut sikiökuoleman riski sekä usein ennenaikainen synnytys. Tämän vuoksi hepatogestoosiraskaudet ovat riskiraskauksia ja tarvitsevat polikliinistä seurantaa loppuraskauden aikana sekä synnytyksen suunnittelua. Hepatogestoosin diagnosointi on perustunut äidin kutinaoireisiin ja kohonneisiin maksa-arvoihin. Mitään erityistä laboratoriokoetta ei ole ollut. Lääkityksenä on yleisesti käytetty ursodeoksikoolihappoa. Sikiön äkkikuoleman syy on edelleen epäselvä, mutta sydämen rytmihäiriö saattaa olla sen takana. Tähän tutkimukseen kuului yhteensä 415 naista, joilla todettiin raskausaikana hepatogestoosi. Maksan erittämän entsyymin (plasman glutathione S-transferaasi alphan) osuvuutta selvitettiin hepatogestoosin diagnostiikassa. Ursodeoksikoolihapon vaikutuksia tutkittiin äitiin ja syntyvään lapseen. Lisäksi etsittiin sikiön sydänsähkökäyrästä tekijöitä, jotka saattavat altistaa rytmihäiriöille. Tutkimamme maksaentsyymin todettiin nousevan yleisesti käytetyn maksaentsyymin (ALAT) nousun kanssa ja siten mahdollisesti tarkentavan diagnoosia. Ursodeoksikoolihappo parantaa maksa-arvoja ja vähentää äidin kutinaoireita. Käyttämämme ursodeoksikoolihapon annos oli pieni. Vastasyntyneet lapset olivat hyväkuntoisia. Tutkimuksessani ei löydetty merkittäviä sydänsähkökäyrän muutoksia synnytyksen aikana hepatogestoosiäitien sikiöiltä terveiden äitien sikiöihin verrattuna.Siirretty Doriast

FUTURES OF FINNISH FOOD SYSTEM BY 2050. The perspective of resilience

Modern food systems face complex global challenges such as climate change, resource scarcities, population growth, concentration and globalization. It is not possible to forecast how all these challenges will affect food systems, but futures research methods provide possibilities to enable better understanding of possible futures and that way increases futures awareness. In this thesis, the two-round online Delphi method was utilized to research experts’ opinions about the present and the future resilience of the Finnish food system up to 2050. The first round questionnaire was constructed based on the resilience indicators developed for agroecosystems. Sub-systems in the study were primary production (main focus), food industry, retail and consumption. Based on the results from the first round, the future images were constructed for primary production and food industry sub-sections. The second round asked experts’ opinion about the future images’ probability and desirability. In addition, panarchy scenarios were constructed by using the adaptive cycle and panarchy frameworks. Furthermore, a new approach to general resilience indicators was developed combining “categories” of the social ecological systems (structure, behaviors and governance) and general resilience parameters (tightness of feedbacks, modularity, diversity, the amount of change a system can withstand, capacity of learning and self- organizing behavior). The results indicate that there are strengths in the Finnish food system for building resilience. According to experts organic farms and larger farms are perceived as socially self-organized, which can promote innovations and new experimentations for adaptation to changing circumstances. In addition, organic farms are currently seen as the most ecologically self-regulated farms. There are also weaknesses in the Finnish food system restricting resilience building. It is important to reach optimal redundancy, in which efficiency and resilience are in balance. In the whole food system, retail sector will probably face the most dramatic changes in the future, especially, when panarchy scenarios and the future images are reflected. The profitability of farms is and will be a critical cornerstone of the overall resilience in primary production. All in all, the food system experts have very positive views concerning the resilience development of the Finnish food system in the future. Sometimes small and local is beautiful, sometimes large and international is more resilient. However, when probabilities and desirability of the future images were questioned, there were significant deviations. It appears that experts do not always believe desirable futures to materialize.siirretty Doriast