Outi Kinnunen

I am an expert in service design, co-development and facilitation. I am a designer and educator at heart. In today’s world of work, development and working must be based on a deep understanding of the customer. So, when doing it by yourself, you must be agile, fast and profitable. In the development of the company’s operations, the operating models and tools of design thinking all support customer-centric development and the strategic utilization of customer understanding. Various sprints, co-development and workshops are common subjects in today’s working life.

My expertise has accumulated in various roles, from a Marketing Team Leader to Senior Service Designer. Most recently, I was Head of Design at Frankly Partners, where I was responsible for coaching design thinking in organized and transformational projects. The following words crystallize my passion and represent my work assignments in recent years: Co-development, design thinking, facilitation, qualitative methods, strategic design, organizational design, sprints, employee experience, brand strategy, new services, customer understanding, employee and customer paths, marketing, training. I have over 15 years of experience in the industry. By education, I have a Master of Hospitality Management which includes service design as well.

So far, I have been involved in the work of inspiring industry-developing projects that I want to continue to implement. Among other things, I’ve been developing the CoCo Tool Kit design game, founding the Sewing Society’s service designer’s community, and I have been developing training in the field and teaching new professionals in the field.