#49 - Innovating public transport with Lotta Julkunen
Service Design Podcast
00:00
The Importance of Understanding the Customer and Their Challenges
HSL was at the start of a huge transformation for HSL, basically. It's quite a complex reality to start in 10 years of work done, but without perhaps involving the customer as you would as a service designer. So we had to kind of innovate our methods and quickly choose to actually take a group of, I think it was around 30 customers that we took along on this journey. We wanted to use the same customer so that we can kind of see how their opinions and reactions evolve over time.
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Transcript
