Lounais-Suomen Jätehuolto Oy is a pioneer in the circular economy. Customer service at its waste stations was already of a high standard, and customer satisfaction was at a good level. The aim was to make the overall service offering even more customer-centric and strengthen the role of services in the company’s strategic circular economy work.
Customer Challenge
Although customer service worked well, the overall picture of the services was fragmented across different levels, and customer insight had not been systematically utilized in service development. Waste station operations involved multiple touchpoints, and customers’ needs, expectations, and experiences varied considerably between them.
The challenge was to identify different customer groups and their needs and find ways to develop the service at the operational level, in communications, and in the physical environment. At the same time, the aim was to develop operating models within the organization that would support continuous development and help break down silos.
From Service Journey to Roadmap
The work began with a current-state analysis that examined waste station services through observation, customer interviews, and staff engagement. The goal was to form a comprehensive picture of the service journey and related development areas.
Service design methods were used to identify key customer types and build customer personas that enabled the service to be examined from different perspectives. Service processes were structured using blueprints, which helped visualize the different stages of operations and responsibilities.
The co-creation workshops generated ideas and proposed directions for improving customer interactions, the waste station environment, communications, and organizational practices. The resulting concepts were prioritized and organized into a roadmap to guide future service development.
LINK's Role
LINK’s team was responsible for designing and facilitating the service design process and conducting the current-state analysis. The work combined gathering customer insight, structuring information, and co-creation.
LINK facilitated workshops, built customer personas and service blueprints, and supported the organization in identifying and prioritizing development directions.
The outcome was a clear overall picture of waste station services and a customer-centered vision for their development. Customer personas and service blueprints support ongoing service development and help target actions to the needs of different customer groups.
The roadmap defines concrete development steps and supports the implementation of strategic goals in day-to-day operations. At the same time, the project strengthened the organization’s capability to use service design and co-creation as part of continuous development work.
What We Did
- Service Design
- Observation
- Current-State Analysis
- Service Blueprint
- Future Visions
- Customer Personas
- Go Create: Co-Creation and Facilitation