Towards new museum services: developing B2B Services for Finland's New Museum of Architecture and Design by Identifying Customer Expectations
Lehtinen, Piia (2024)
2024
All rights reserved. This publication is copyrighted. You may download, display and print it for Your own personal use. Commercial use is prohibited.
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024073024034
https://urn.fi/URN:NBN:fi:amk-2024073024034
Tiivistelmä
Finland's New Museum of architecture and design is currently being planned for Helsinki. The museum's international, open design competition is running from April 2024, and the competition winner will be announced in September 2025. The new museum will open to the public in 2030. There is already a lot of research, calculations, studies and planning behind the museum project. In the coming years, however, the existing museum more concretely develops the new museum's contents and services.
This thesis aimed to investigate the expectations of business customers regarding the business-to-business services of a new museum in the design and architecture field, which are examined in the context of the development project implemented for Finland's new architecture and design museum. Based on this information, the project aimed to determine the expectations of existing B2B customers of Museum of Finnish Architecture and Design Museum Helsinki, and co-design preliminary B2B service products that could serve business customers in the future museum.
The theoretical reference framework of the work utilizes customer-oriented logic and value proposition design. Research development work combines qualitative perspectives and methods and proceeds according to the double-diamond process model of service design, covering all four process stages. The knowledge base and vision of the work were compiled and shaped by familiarizing ourselves with previous research and with the help of interviews and a workshop. In the background of the new museum, long-term and comprehensive research and planning work has been carried out; thus, versatile material is available to support the research.
Current museums will vigorously develop digital services in the future, and modern digital technology will be strongly present in the new museum's services and implementation. Hence, the double diamond model also utilized the fast Design Sprint originally developed by Jake Knaap with and for Google Venture. With it, existing partners of current museums were encouraged to participate in the rapid co-creation and development.
As a result of the service design process, the museum understood the needs of current B2B customers and two preliminary service concepts of the new museum's B2B services. Working with current B2B customers also strengthened customer relations and will support the partnership path towards the new future museum. The development of B2B services offers the museum an increase in effectiveness and a strengthening of self-financing, both of which will be even more important in the future. The development project showed that the museum is an exciting and valued partner and essential for companies also in the long term.
This thesis aimed to investigate the expectations of business customers regarding the business-to-business services of a new museum in the design and architecture field, which are examined in the context of the development project implemented for Finland's new architecture and design museum. Based on this information, the project aimed to determine the expectations of existing B2B customers of Museum of Finnish Architecture and Design Museum Helsinki, and co-design preliminary B2B service products that could serve business customers in the future museum.
The theoretical reference framework of the work utilizes customer-oriented logic and value proposition design. Research development work combines qualitative perspectives and methods and proceeds according to the double-diamond process model of service design, covering all four process stages. The knowledge base and vision of the work were compiled and shaped by familiarizing ourselves with previous research and with the help of interviews and a workshop. In the background of the new museum, long-term and comprehensive research and planning work has been carried out; thus, versatile material is available to support the research.
Current museums will vigorously develop digital services in the future, and modern digital technology will be strongly present in the new museum's services and implementation. Hence, the double diamond model also utilized the fast Design Sprint originally developed by Jake Knaap with and for Google Venture. With it, existing partners of current museums were encouraged to participate in the rapid co-creation and development.
As a result of the service design process, the museum understood the needs of current B2B customers and two preliminary service concepts of the new museum's B2B services. Working with current B2B customers also strengthened customer relations and will support the partnership path towards the new future museum. The development of B2B services offers the museum an increase in effectiveness and a strengthening of self-financing, both of which will be even more important in the future. The development project showed that the museum is an exciting and valued partner and essential for companies also in the long term.