Facilitation of work through digitization at Willari

Willari, a specialized sports equipment repair and rental business in Finland, aims to implement a digital solution to enhance customer satisfaction. The six-member team from Finland, led by directors Annika and Jonas, embarked on a collaborative journey with the Co-Innovation Lab’s consulting team, initiating an open-ended process that began with an intensive problem-finding phase involving all stakeholders.

The project team in front of Willari’s store in Tampere. Present Persons (l. to r.): Lukas Schindler, Macit Oner, Emir Hakan Yasar, Lotta Tuominen, Ella Muja, Annika Viiala, Adolf Blissé, Maria Turunen, Joni Jyrinki, Jani Stedt,  Johan Lummeranta,  Source: Personal photo

Internal processes with the greatest potential for digitization and benefit

Through extensive interaction with Willari’s employees, the consulting team concluded that the primary beneficiaries of a digital solution, beyond the website, would be not the customers but specifically the repair team, whose work had been predominantly paper-based. Following the project’s kickoff in Finland, the interdisciplinary team, comprising six German master students and five Finnish bachelor students, began agile development work virtually, generating initial ideas and visions. The team was supported by the course instructors Prof. Dr. Holger Günzel, Prof. Dr. Lars Brehm, Prof. Dr. Jessica Slamka and Hans-Jürgen Haak.

Screenshot of the digital solution

Facilitating work through an easy-to-use digital solution

The web-based prototype offers the potential to manage the key work processes of the Tampere team digitally, eliminating paper waste. From customer onboarding in the bike shop to repair instructions for workshop staff and customer communication—everything can be captured and managed digitally within a single tool. Additionally, the solution serves as a starting point for a data-driven approach, capable of evaluating various data points to enhance customer service. Given the dynamic environment, especially during peak seasons, the development work focused on creating an easily navigable solution that meets the demands of workshop staff.

For the client Willari, the project was a success: “The project team working on Willari’s assignment did a great job overall, although the assignment was challenging and required development and brainstorming. The project team actively contacted Willari´s staff and listened to their wishes and requirements. We enjoyed working with the project team!”.

About the Digital Innovation Lab and the Co-Innovation Lab

This solution was designed in a joint project between the Digital Transformation Lab and the Co-Innovation Lab of Hochschule München guided by the lecturers Prof. Dr. Holger Günzel, Prof. Dr. Lars Brehm, Prof. Dr. Jessica Slamka, Hans-Jürgen Haak, Jere Käpyhao and Anne Mari Stenbacka (TAMK). The Co-Innovation Lab offers students a virtual platform for learning how to work as a consulting team by creating temporary partnerships between companies, students, and lecturers.

For more information about the Co-Innovation Lab, contact holger.guenzel@hm.edu or lars.brehm@hm.edu.

This Co-Innovation Lab project was carried out in cooperation with the Digital Transformation Lab (DT.Lab) at Munich University of Applied Sciences:

“The Digital Transformation Lab (DT.Lab) at Munich University of Applied Sciences is dedicated to the major social challenges of our time. Together with stakeholders in the private sector, students develop future-oriented solutions. We live digital transformation.”

More information about the Co-Innovation Lab and the Digital Transformation Lab (DT.Lab) at Munich University of Applied Sciences:

Authors: Lukas Schindler