Case: Elisa — Mobile Employee Experience

We will be publishing short descriptions of each of the course’s client cases. Here is one from Elisa. Lean Heat, Mehiläinen and Marttaliitto will be published soon. Stay tuned!

Companies with service personnel (e.g. in hospitality, facility management, and logistics) are an obvious target group for smart phone services to help the employees do their work. However, often these smart phone services focus solely on productivity and may have a side taste of control and surveillance. Or they simply are a mobile extension for the company intranet with functionality for reporting. On top of this, such mobile employees may work long hours alone and in shifts having minimal interaction with co-workers or the employer.

The goal of the group is to create an understanding of what a positive work experience and sociality mean for the mobile employees.

Elisa, the online service provider and operator, wants to change this. Its business-to-business unit’s objective is to create for such service employees a service focused more on employee identity, togetherness, and a positive work experience. Therefore, the goal of the group is to create an understanding of what a positive work experience and sociality mean for the mobile employees. To keep the task simple, the group will focus on one specific domain and company for the study and design of the service.

A successful project would distill an insight of what social needs the service workforce has and how to turn them into a mobile service for the workforce to get their work done and have a positive experience about it. The group would design a service concept around their insights and validate it with actual service employees.

This case is for you if:

• You are interested in understanding how digital services facilitate relationships and sociality.
• You are ready to jump into validating how smartphones are being used as actual field work tools.
• You are interested in the business model of happy and satisfied workforce and better company culture in general.
• You would like to get a real B2B design case into your portfolio / CV.

Potential target groups: Businesses with a field / service workforce