palvelumuoto
Palvelumuoto is a term used to describe the form, structure and design of a service—the way a service is conceived, organized and delivered to users. It covers the service concept, value proposition, customer interactions, processes, organizational roles, channels and enabling technologies. In practice, palvelumuoto aims to create services that meet user needs efficiently and smoothly while aligning with the objectives of the provider.
The field draws on principles from service design, user experience, business modeling and operations management. Central
Typical methods and tools used in palvelumuoto work include customer journey mapping, service blueprinting, personas, service
Applications of palvelumuoto span both the public and private sectors. In public services, it can improve accessibility