Service design enables productive cooperation between companies and helps to ensure staff commitment in the context of changes. Andritz Oy, which serves the pulp and paper industry on a global scale, is a leading company providing systems, equipment and services. At one point, Andritz decided that it would like to utilise service design to increase the fluency of product development and product support cooperation with customers.
At the heart of the efforts was Andritz’s service product, a video wall for production plant control rooms and Andritz’s technical support staff. “The purpose of the control room video wall is to facilitate control room tasks, team discussions and the control room’s connections to and cooperation with Andritz’s product development and product support departments. We worked with Gofore to determine the customers’ needs related to this product,” Seppo Silenius, Product Manager at Andritz, says.