Overview

With

Finsa SPA

Year

2024 - 2025

Sector

Building technology

Location

Italy

From Products to Services: setting the roadmap for a building technology leader

Goal

A building technology manufacturer leader on the sector, is exploring a “servitization” journey: shifting from primarily selling products to developing a robust, service‑based offering. Their goal is to identify and implement new service ideas that create sustainable competitive advantage and long‑term relevance in the market.

As Finsa, our role was to act as a strategic design partner through this "servitization" journey, defining a clear roadmap to involve internal and external stakeholders, set priorities, and test potential solutions that leverage the organization’s strengths.

Role & Contributions

As a Service Design Consultant at Finsa, I helped guide the first discovery and ideation phases of this business model transformation, with responsibilities including:

Managing collaboration between the client organization and Finsa project teams, ensuring clear communication and alignment.
Planning and conducting user and stakeholder interviews to explore needs, expectations, and perceived value.
Performing market and competitive research, analyzing successful service‑based business models across industries.
Designing and facilitating workshops to generate and prioritize service ideas, building shared ownership and informed decision‑making.
Synthesizing findings into clear, actionable insights and presenting them to key stakeholders as input for strategic decisions.

Key Takeaways

Note: This is an ongoing project under NDA. For more details, contact me.

This project stands out for its complexity: it required an enormous effort in communicating and sending the right message to help stakeholders shift their mindset. Most of them have worked in the sector (or even the same company) their entire lives, so touching multiple parts of their business network represents a huge change for them.

My work here has strengthened my ability to guide non-design mindsets into thinking more openly and finding their own solutions. For me personally, it was a great opportunity to build my strengths in facilitation skills as well as analytical thinking.