Master’s thesis: Using human-centred design to create an employment bridging service


​This study, conducted with highly educated unemployed people, reveals that service innovation in unemployment services is necessary because society needs to address complex, systemic challenges. Structural changes in the global economy as a result of fast-paced technological change have led to unprecedented numbers of highly educated, unemployed people in Finland, and, in addition, new definitions and configurations of work are evolving.

This service concept, a workshop and toolkit using service design tools and methods, guides workshop participants to discover and concretise their value to the labour market as well as explore entrepreneurship so they can consider capitalising on their skills and experience through self-employment.

While general unemployment may be slowly decreasing, educated unemployment continues to rise. The educated unemployed need innovative and up-to-date services to support them that reflect the changes in the wider labour market. This study has shown that, not only, does human-centred design help create a useful, usable, and desirable unemployment service but that the support of a community is necessary, as well as a structured way to reflect on their situation with internal and external input. These service design tools and methods – both in designing the service and the service itself – provides tools to do this and to move forward.

More information:

Pamela Spokes
MBA, Service Innovation and Design
spokesthesis@gmail.com


Modified 5/15/2017 2:47 PM