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Outi Kotala is an accomplished professional with extensive experience in service design and user experience within the digital customer interface for social and health care organizations. Currently serving as the Leading Specialist in Service Design at Istekki Oy, Outi focuses on developing exemplary digital customer experiences and service ecosystems. Prior roles include Consultant & Service Designer at Guidesi, where Outi worked on usability and customer experience for digital services, and Senior Service Designer at Gofore, specializing in public sector service design with significant social impact. Outi’s earlier experience includes positions at Tampere University of Technology, Linja Design, Nokia Mobile Phones, and Tampere University Hypermedialaboratory, contributing to user interface design and research projects. Educational qualifications include a Master’s degree in New Media from Taideteollinen korkeakoulu and a Bachelor’s degree in Media Art from Tampere Polytechnic University.