PMA7 Service Design Management

Team 1: Maija Virtanen, Hanna Nurmi, Lukas Nitschke, Agnieszka Jakubów, Laura Lähteenmäki, Tero Järvistö

Structure of presentation ProblemService Design ProcessMethods and ToolsSolutionsSummary

ProblemHow can exchange (foreign)

students integrate to Finnish University?◦Focus on UC Pori

Service Design ProcessBlog

9/2/2014

9/6/2014

9/10/2014

9/14/2014

9/18/2014

9/22/2014

9/26/2014

9/30/2014

10/4/2014

10/8/2014

10/12/2014

0

1

2

3

4

5

Our process in progress

Methods and ToolsPEST-AnalysisThe Business Model CanvasValue perceptionQuestionnaireInterview of international office

coordinatorCustomer Journey Canvas

PEST-AnalysisLink to the PEST-Analysis

The Business Model CanvasLink to the Business Model

Canvas

Value perception

Questionnaire (1/2)

Questionnaire (2/2)

Analysing results of questionnaire (Exchange students)

Overview of the results is positiveNearly every respondent thought that

orientation week was a success Influence of home sickness and organizing

first steps (scheduling) was taken individually and answers were smoothly divided among respondents

The employees of the university have good english skills

Local students are interested in exchange students and give information regarding events and partys, but all information isn’t always translated in english.

Analysing results of questionnaire (Exchange students)

Exchange students get along with and take contact to each other than with local students

When exchange students have questions/ problems or they need some information, they know where to get answers

Most exchange students (3/4) think that course requirements are fair and they recommend studying here

Answers of open question:◦ "All exchange students schould live at the same

student housing“◦ "broader course offering"◦ "team sport activities are a good way to meet new

people"

Results of questionnaire (1/4)

Results of questionnaire (2/4)

Results of questionnaire (3/4)

Results of questionnaire (4/4)

Analysing results of questionnaire (local students)

Most local students (over ¾) think that they have helped and experience that they should also help exchange students to integrate with university environment

Nearly everyone thought that presence of exchange students in our university is useful and important and suppose to get benefits when communicating with exchange students.

Analysing results of questionnaire (local students) Answers of open question:

◦ “Personally I cant`t do that much anything, cause I only come to Pori for couple lessons so I don`t live here and so have time to spend with international students. Of course I would give advice though if someone asks for it.”

◦ “More interaction between local and exchange students (some are still resistant to speak in english). More info and events in english. Maybe some spesific for exchange students and local students to get to meet each other and interact.”

◦ “I think we should have more events where exchange students and "normal students" are together. It is a hard to get to know the exchange students because they are always in their own groups and don`t attend that much our events. “

◦ “I have no ideas! Sorry!”

Results for interview of Kimmo Ahonen (coordinator of IO)“The whole process is very fresh. Now it is

the third group of exchange students.”“The main benefit is sending the students

abroad to get international experience. The most students at the UC Pori are making their Master degree, so they are not interested to go abroad. Turku School of Economics has a lot of students who go abroad.”

“Our future goal is definitely to increase the amount of exchange students. And to create a brand for the university and make it more famous... is also a benefit for us.”

Results for interview of Kimmo Ahonen (coordinator of IO)“I’m satisfied with the current process.”“It would be good to offer more courses

in the future. We planned to organize events together with the SAMK University, e.g. ‘The Get Together’.”

“Yes, the things should be improved every period. Your questionnaire could be a very good possibility for us to get an overview about current state.”

“We have the framework but have to work on details.”

Customer Journey CanvasLink to the Customer Journey

Canvas

SolutionsWider orientation period using Live

Meeting, Video Conference, Social MediaAll material in EnglishMore course offeringStudent housing in the same buildingCooperation with SAMK exchange studentsWeekly event ”After study” (e.g. coffee

break) in englishMore team sports More Finnish culture eveningsFeedback discussions end of the exchange

Summary

Thank You for your attention! Do you have any questions?