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Kirsi Kaunissaari
As an independent service designer I help organizations across the public, private, and third sectors transform their services and cultures to be more human-centric and strategically aligned. I specialize in enhancing both customer and employee experiences, combining service design methodologies with a deep understanding of business dynamics.
My roots are in the financial industry, with over 15 years at Handelsbanken, where I worked at the intersection of investment services, communication, and process development. This experience gave me a strong foundation in simplifying complex offerings, aligning services with customer needs, and communicating clearly across channels — capabilities I now bring into service design.As a business-savvy designer, I bridge human insight with business value. I use service design not just to create delightful user experiences but to tackle strategic challenges — whether redesigning intranets, co-creating digital service concepts, or designing new models for learning and organizational development. For me, great design must also make strategic sense and drive measurable outcomes.My portfolio includes:Customer & user research (qualitative & quantitative)Employee experience & organizational designWebsite and intranet conceptsChange facilitation and co-design workshopsLeadership development through designI bring to every project:Strong facilitation and coaching skills (Certified Business Coach)A structured, goal-oriented working stylePassion for sustainability, supported by academic research on ESG in financeA belief in the power of co-creation to build ownership and lasting changeAt the heart of my work is a simple mission:To make organizations and services more humane — and more successful.