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Customer-Centered Development of a Viable Digital Service Case Study – Service X
(2019)
Tämän opinnäytetyön tavoitteena on tutkia miten asiakaskokemuksen, käyttäjäkokemuksen sekä muotoiluajattelun teoriat voivat edesauttaa uuden palvelun kehitystä, jota tässä työssä toteutetaan hyödyntäen agile ja lean...
The objective of this thesis is to study how customer experience, user experience and design thinking theories can contribute to new service development with agile and lean frameworks. Furthermore, the thesis aims to utilize the information from the abovementioned frameworks in order to create a minimum viable product of a new service. Measuring the minimum viable product is also part of the project and is also included to the work. This thesis is a case study commissioned by a company providing digital services in Finland. The empirical part of the case study goes through the process of developing a digital service for households to be used in Finland with the help of design thinking approach and tools. The co-creative methods were used together with customers in order to gain understanding of customer perceptions and innovate solutions for the topics raised. Mostly the qualitative co-creative sessions with customers were face-to-face meetings, supported with quantitative research to validate the qualitative findings. The empirical part of the thesis is supported with information from customer experience, user experience as well as agile and lean models. The development process towards the minimum viable product is described in the empirical part, with measurement methods in order to ensure the developed digital service meets customer demands and requirements, with a customer centric approach. The process is aiming to the launch of the new service. The results reveal how measurements has developed over time, showing areas where the service meets customer’s demands but also revealing areas for further improvement. The results also tell how the iterative process was working out well for the project, having an iterative approach with testing and validations. The success of the minimum viable product at described, but the final judges are the customers and their feedback. Therefore, the process continues towards customer experience measurement where the whole service is being evaluated by customers. Feedback is gathered with different customer and user experience surveys, both qualitative and quantitative to find out areas for improvement and further development. The taken approach and information can quite easily be used in different software development projects, as the process can be copied and adjusted to fit to a specific target project, design thinking methods should be considered case by case as the customer problem space is very context dependent. Further research could be conducted with the help of Futures Thinking methods to outline different futures for digital services in this field, in order to lead the change as the company is running in the forefront in the competitive landscape of the field....
The objective of this thesis is to study how customer experience, user experience and design thinking theories can contribute to new service development with agile and lean frameworks. Furthermore, the thesis aims to utilize the information from the abovementioned frameworks in order to create a minimum viable product of a new service. Measuring the minimum viable product is also part of the project and is also included to the work. This thesis is a case study commissioned by a company providing digital services in Finland. The empirical part of the case study goes through the process of developing a digital service for households to be used in Finland with the help of design thinking approach and tools. The co-creative methods were used together with customers in order to gain understanding of customer perceptions and innovate solutions for the topics raised. Mostly the qualitative co-creative sessions with customers were face-to-face meetings, supported with quantitative research to validate the qualitative findings. The empirical part of the thesis is supported with information from customer experience, user experience as well as agile and lean models. The development process towards the minimum viable product is described in the empirical part, with measurement methods in order to ensure the developed digital service meets customer demands and requirements, with a customer centric approach. The process is aiming to the launch of the new service. The results reveal how measurements has developed over time, showing areas where the service meets customer’s demands but also revealing areas for further improvement. The results also tell how the iterative process was working out well for the project, having an iterative approach with testing and validations. The success of the minimum viable product at described, but the final judges are the customers and their feedback. Therefore, the process continues towards customer experience measurement where the whole service is being evaluated by customers. Feedback is gathered with different customer and user experience surveys, both qualitative and quantitative to find out areas for improvement and further development. The taken approach and information can quite easily be used in different software development projects, as the process can be copied and adjusted to fit to a specific target project, design thinking methods should be considered case by case as the customer problem space is very context dependent. Further research could be conducted with the help of Futures Thinking methods to outline different futures for digital services in this field, in order to lead the change as the company is running in the forefront in the competitive landscape of the field....