Reconfiguring the SINCO Lab through Empathy-Driven Service Design: A Strategic Approach to Accessibility and Collaborative Innovation

Abstract

This thesis investigates the reconfiguration of the SINCO Lab at the University of Lapland through an empathy-driven service design approach aimed at improving accessibility, usability and user experience. As digital technologies continue to evolve, there is a growing need to shift toward more collaborative and user-centered service design frameworks. Initial assessments revealed significant gaps between user expectations and their actual experiences within the lab, highlighting the need for a systematic redesign.

Through a mixed-methods research design, the study engages a diverse group of stakeholders, including students, faculty, and alumni, in a survey, interviews and an observational session to gather comprehensive feedback. Key concepts such as empathy, co-creation, and digital transformation are explored within the context of service design to provide a theoretical foundation for the findings. The research identifies challenges related to technology use, operational guidance, and limited support, proposing practical solutions to improved user engagement and creative collaboration. The outcomes of this research contribute to the broader field of service design by illustrating how empathy and co-creation can enhance user experiences and service delivery. This work advocates for integrating user feedback into design processes to foster more inclusive, effective, and innovation-driven spaces. Ultimately, this work serves as a call to action for integrating user feedback into the design process to create inclusive and effective service environments.