It can be said that we are living in the era of the customers. Business organizations have always been reliant on their customers, but never before have the customers been so connected, enlightened, and empowered than now. In today’s economy technology-driven organizations are facing cultural and behavioral challenges. They are confronting a situation where they are required to change from technical to human-centered thinking.

Commissioner of the project and his team of researchers have an idea for a new innovative product to reduce small-scale carbon pollution. They were interested to find out the product`s commercial potential.

The main goal of this thesis is to provide development ideas to the commissioner by using service design methods and tools. To analyze current situation of potential customer attitudes, provide service development opportunities and suggestions. The thesis is not concentrating on the technical part of the product. The focus is on the customer- how to provide a complete service to the customer and what are their expectations towards the product.

The theoretical framework of this thesis is written to support the project part. It looks at the mindset of service design, its principles, and process description. It highlights the main tools and methods that are used to achieve customer oriented service. Instead of concentrating on a specific field, this thesis offers an overall look on service design and its implementation.

Project part of the thesis was conducted by using service design process model. Methods like interviews, netnography, brainstorming and prototyping were utilized in the project. Ac-cording to the testing of the prototype, development suggestions for the commissioner were made.

Key findings highlighted peoples’ reservations and values toward the subject and the product. Product efficiency and sustainability, as well the installment and maintenance issues were found to be major concerns in customers eyes.