Kirsi Kaunissaari

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 design Website and intranet concepts Change facilitation and co-design workshops Leadership development through design I bring to every project: Strong facilitation and coaching skills (Certified Business Coach) A structured, goal-oriented working style Passion for sustainability, supported by academic research on ESG in finance A belief in the power of co-creation to build ownership and lasting change At the heart of my work is a simple mission: To make organizations and services more humane — and more successful.