Developing Legal Services Through Service Design: A Study of Five Cases
Linko, Anni (2023)
Linko, Anni
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023061223652
https://urn.fi/URN:NBN:fi:amk-2023061223652
Tiivistelmä
The purpose of this thesis was to develop a method to first model and visualize a service process and then develop the chosen service with co-design methods. The study cases, where the developed method was tested, are five Finnish legal firms. The process aimed to evoke empathy on the participants by visualizing the client’s journey, including their thoughts and feelings on the service blueprint, and hence help the participants to see their service process from the client’s point of view. This aimed to enhance the customer understanding and increase the ability for ideating and re-designing the service process with co-design methods. The secondary objective of this study was to gather valuable information about the challenges and pain points in the studied legal firms, and to develop useful ideas that can be taken to use in the law firms.
This study was carried out as a project that included the five case studies, and a final workshop in form of a training that Finnish Lawyer Association offered to its clients.
The methods and tools included interviews for the law firm and to its client, drawing a business model canvas and a stakeholder map of the law firm, creating a customer journey and a service blueprint based on the interviews, and a co-design workshop where the ideas and innovations were created. After the workshop, a survey and a questionnaire were sent to the participants to get feedback and deepen the knowledge of the themes. Finally, the law firm case was analyzed, and a report with suggested improvements was provided to the law firm.
Most participants stated in the survey that they were content with the process, and that working with the service blueprint evoked empathy and made them see their service process in a novel, client-centered way. The findings indicated that the pain points in the law firms that represent different fields were surprisingly similar, and that the chosen process and methods provided an adequate way of pinpointing them and creating new solutions, ideas, re-designs, and enhancements on the customer experience and their internal processes.
This study was carried out as a project that included the five case studies, and a final workshop in form of a training that Finnish Lawyer Association offered to its clients.
The methods and tools included interviews for the law firm and to its client, drawing a business model canvas and a stakeholder map of the law firm, creating a customer journey and a service blueprint based on the interviews, and a co-design workshop where the ideas and innovations were created. After the workshop, a survey and a questionnaire were sent to the participants to get feedback and deepen the knowledge of the themes. Finally, the law firm case was analyzed, and a report with suggested improvements was provided to the law firm.
Most participants stated in the survey that they were content with the process, and that working with the service blueprint evoked empathy and made them see their service process in a novel, client-centered way. The findings indicated that the pain points in the law firms that represent different fields were surprisingly similar, and that the chosen process and methods provided an adequate way of pinpointing them and creating new solutions, ideas, re-designs, and enhancements on the customer experience and their internal processes.