What does the future of Marine Services look like?
Wärtsilä, a global leader in smart technologies and complete lifecycle solutions for the marine and energy markets, wanted us to demystify and envision the future of their marine service operations.
To stay ahead, Wärtsilä’s strategy was to be proactive and shape the future to meet the evolving nature of the market. By forecasting the future, Wärtsilä wants to position itself as a leader in marine services.
To forecast how the future of marine services will unfold requires a multidimensional approach.
What we did
Our Approach
1.
Discovery
Understand the ground reality of the marine service operations, identify service lifecycle and stakeholders, and the future business objectives
2.
Synthesis
Map the stakeholder needs, their journey and future aspirations, see how the technology, identify trends shaping the technology and market landscape.
3.
Framing
Frame the service lifecycle based on the maturity of technologies and evolving business objectives.
4.
Scenarios
Build narratives based on user journey and how it would be in the future across different time periods.
5.
Prototype
Creating interactive prototypes to showcase the future of marine service operations.
Research Toolkit
In our comprehensive study, we implemented an array of sophisticated tools to ensure our research was thorough and our findings credible.
1. Immersion
Focus on understanding the ground reality and grasp the lived experiences, behaviours, and needs of the stakeholders.
2.Outside-In
Understanding the industry and its standards, what the competitors are doing, and cross-pollinating ideas across sectors.
3. Futures Thinking
Leveraging the power of design thinking with foresight methods to envision the future and what is needed to get there.
4. Service Mapping
Integrating the insights on the future with the service process to see how the service process would be impacted. A prototype was built to showcase a use case.
5. Scenario Development
Crafting narratives for the future and drawing a roadmap on how the future would like based on the time period.
Immersion
Discover the ground reality
Research is essential for crafting solutions that are not just theoretically sound but also practically effective. We were not just observing or asking but also participating and understanding.
our research was meticulously structured to gather quantitative and qualitative data, engaging with a diverse cross-section of our user base through surveys, interviews, and trend mapping.
In tandem, through ethnographic research we immersed ourselves into observing and interacting with stakeholders in their environments and daily routines. By living in the moment with our subjects, we could identify pain points and delights, capture the cultural and social dynamics that drive user behaviour.
This blend of methods enabled us to collect a robust dataset from which we could extract meaningful insights and patterns. This dual approach informed our strategy and design decisions, ensuring we were empathetic to the users’ actual needs and circumstances, while gaining a more holistic view of the ground reality.
Scenario Development
Framing insights into scenarios
Turning research insights into scenarios involves connecting the dots to paint a new picture. This process often means looking for patterns, trends, or important facts that help us make decisions or frame problems in a new way.
Trend Mapping
Mapping different trend from the industry, the sector, technology, and social dimensions together to forecasting how the future is impacted and it will shape human behaviour. These innovations and trends are mapped based on various parameters like feasibility, maturity, relevance, desirability, application and usability. Through this mapping we can evaluate the impact of different innovations or disruptions and where it would have a role to play.
Mapping the Service Ecosystem
We brought various insights together to create a visual service blueprint that showcases all the stakeholders involved, the relationships between them, and map the information flow and the channels of communication and identifies pains points and needs.
Enacting stakeholder behaviour
Role playing enabled us to explore future situations within the business system and how different stakeholders would interact and operate within that context. This helped us gain functional, emotional, and strategic requirements that defined that future scenarios.
Creating Service Scenarios
Create multiple detailed scenarios capturing the interactions and interventions of future technology, and incorporate other trends and changing conditions into the business service lifecycle.
Scenario Roadmapping
We created a roadmap connecting the different scenarios. This is to help the client envision the future and define the journey of how they would migrate from current technology to a future technology navigating the changing landscapes.
Final Outcome
What did we deliver
Interactive Prototype showcasing FSE troubleshooting
Future Scenarios detailing the impact of technology
Service Life Cycle for capturing value for different stakeholders
Roadmap for Transformation with checkpoints
Prototype
Digitalising the Marine Service Operations
The future of marine services is fully automated and digitalisation where the Field service engineer is provided continuous support system and analysis through remote and cloud connectivity at every step of the journey.
Impact
Potential savings of 14 Million Euros
Through digitalisation across the service lifecycle Wartsila can bring about savings of around ~7.5 million euros in Europe each year, and around 14 million improvements in cashflow for services across the globe.
What does the future look like?
Technology will redefine every part of our lives, and the way we interact with the world.
A transition roadmap comparing current maturity to technology in 2 years, 5 years, and 10 years
