Service Design for People Flow Solutions

As a part of the KONE India design team and KONE global service design team

Overview

KONE provides elevators, escalators, and automatic building doors, as well as solutions for maintenance and modernization to add value to buildings throughout their life cycle. It aims to make people’s journeys safe, convenient and reliable, in taller, smarter buildings.

People Flow Intelligence

The flow intelligence at KONE looks into advanced people flow solutions in the areas of Access, Destination, Information, and Monitoring. Service design plays a crucial role in the team. The team consists of product managers, business analysts, data scientists, product owner, and designers. As a service designer, I'm involved in-

Research to identify the pain points and opportunity areas.
Workshops for the discovery and validation with the users.
Workshops for better alignment within internal stakeholders.
Proof of concept validation with the users and internal stakeholders in the form of interviews, focus group discussions, and workshops.

24/7 Connected Services

KONE uses cloud-connected elevators and escalators to provide a constant stream of usage data that helps us to make intelligent, proactive decisions on how to solve potential problems before they cause disruption. Advanced analytics determines the urgency of the issue resulting in effective maintenance.

I was involved in a research study to optimize the end-to-end process of connected services.

Research planning and alignment with global teams.
Interviews with the various teams and front-line staff.
Research synthesis and insights generation

Read more about KONE 24/7 connected services