Avainsana: Palvelumuotoilu
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Pamela Spokes
Broken in the same places: the hidden patterns in higher education’s biggest service design challenges
When over 100 university staff members from seven different countries were asked to name one problem in their institution that could be fixed with service design, nobody expected them to give the same answers. Higher education is full of people working hard to make things work, and full of students and staff who feel like things aren't quite right. This article is about what pattern reveals and what it suggests about how Higher Education can finally begin to fix it.
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Pamela Spokes
Designing better workdays
Workdays can easily be so busy that you end up eating lunch at your desk while still trying to type emails. All the while knowing you'll need to leave work exactly on time because your child has to get to football practice, and remembering you’ve already been late twice. The rising stress doesn’t just affect your workday – it spills over into how you sleep, how you interact with your family, and your overall health. That’s why designing better workdays in 2026 is just as important as making sure you’re getting enough protein.
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Pamela Spokes
Why things can feel harder than they should
Friction is invisible to those who create it. Most services are designed for the organisation that built them — shaped by internal politics, legacy systems, and the blind spots of experts who have long forgotten what it feels like not to know. They can leave you feeling confused, defeated, or exhausted but you are not the problem.
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Pamela Spokes
From quick fixes to lasting change: teaching service design to future healthcare leaders
Long before a patient ever meets a healthcare professional, they have already navigated a web of services like appointment letter, directions, parking, and signage. When those services fail, the consequences can ripple through the system. Teaching healthcare professionals to ask better questions, not just find faster fixes, is where long-term change begins.
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Pamela Spokes
Developing the entrepreneurial mindset in education administration
To develop an entrepreneurial mindset within education administration, institutions must align their culture, structures, and metrics with learning, experimentation, creativity, and adaptability. That is the answer to balancing accountability with the constant need to develop and improve services.
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Pamela Spokes
Designing change: bringing service design to Namibia’s next generation of university administrators
Introducing service design principles can spark new ways of thinking about education, entrepreneurship, and social innovation.
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Pamela Spokes
Lessons from Namibia: Updating entrepreneurship education for a changing world
A strong entrepreneurial spirit exists in Namibia. Rethinking entrepreneurial education and nurturing startups helps the future of Namibia to bring innovative ideas to life.
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Pamela Spokes
Service design as a core competence in Finnish higher education
Policymakers, academic leaders, and educators need to recognise service design as a strategic necessity and make it a core competence across disciplines.
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Lada Stukolkina, Laura Matikainen
Game and experience design at the heart of creating engaging events
How can experience design and gamification boost engagement during events? This article discusses a concrete case from Metropolia’s Smart and Creative City Innovation Hub, where game and experience design were used to connect students more closely with the Hub’s activities.
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Raija Kaljunen, Milla Åman Kyyrö
Jakso 4: Palvelumuotoilun hyödyntäminen viestintätyössä
Podcast-jaksossa pureudutaan viestinnän ja palvelumuotoilun väliseen suhteeseen ja moniammatilliseen yhteistyöhön näiden välillä. Keskustelemassa palvelumuotoilija, projektipäällikkö Raija Kaljunen ja viestintäasiantuntija Milla Åman Kyyrö.