Minna Nousiainen is a passionate service developer who respects and cherishes IT service end-users – the people these services are designed for. She leads a team of 150 Enfonians and partners supporting around 40 000 Enfo’s customers’ end-users. Automation is transforming this field, but the future of end-user services depends on people.
Development motivates Minna in her work, but she thinks it should not be done for the sake of development itself. The greater goal arises from the customers’ and employees’ needs: all lT-related services should be built for the end-users. Developing better services and smooth processes increases customer and employee satisfaction, which then reflects upon their interaction. The aim of Minna’s work is to create this positive spiral.
Automation transforms customer support
End-user services focus on providing support and connecting service end-users to service providers. These services are going through a transformation, driven by increasing automation, and the advancements in technology behind it. Automation has some clearly positive impacts: it leads to clearer processes, better quality and reduced costs and capacity risks.
On the other hand, not everyone feels comfortable with self-service. Thus, the service provider must be able to offer and maintain a growing number of channels – we are going towards an omni-channel world. Automated processes will complete the old ones, rather than substitute them. The general attitude towards this development is positive, and the companies are eager to enhance automation. Even so, it is not always clear which unit within the organization should boost it. This slows development down.
Human beings need interaction
During her 20-year career, Minna has seen the predictions about customer support change radically. Ten years ago, she herself believed that customer support will vanish due to automation. It turned out to be quite the opposite: the need for support has increased, and even skyrocketed during the corona crisis. As Minna points out, the predictions were based on technology, but the users are people.
New IT ecosystems and cloud world have scattered IT services, which increases the need for support. The future is unclear: young generations are more native with IT, but they still need support. Offline service channels without real-time connection to the support personnel, such as service portals or social media, may become more common.
It’s not about the technology
For someone working in IT, Minna is not very keen with technology. She wants to listen to different points of view and challenge herself and others by bringing these viewpoints out in the open. Above all, she wants to let service end-users’ voices be heard: service design is all about including end-users in different ways.
Instead of following IT, Minna likes to know what is boiling in retail, banking, or insurance services, for example. “It’s much more interesting to look around than to look inside. I want to understand the changes that go on in our society. How do the new generations behave and what do they expect? It’s this human aspect that we must focus on when we develop services for the future,” Minna concludes.
Minna Nousiainen has 20 years of history at Enfo, working in different roles and business units. All this time she has had a strong interest in and focus on the service end-user. She wants IT to serve its users, not the other way around. Minna is also active in different networks, organizations and forums focusing on service development and customer support.