Designing a Construction Service Using Service Design : Case Study: Sealing Solutions
Nyblom, Konrad (2016)
Tampereen ammattikorkeakoulu
2016
All rights reserved
Julkaisun pysyvä osoite on
http://urn.fi/URN:NBN:fi:amk-201605259865
http://urn.fi/URN:NBN:fi:amk-201605259865
Tiivistelmä
The aim of this bachelor’s thesis was to create a new service using service design methods for Sealing Solutions LLC, a construction services company in the Upstate of South Carolina, USA. The main goal of the thesis was to use service design methods to create a new consumer service for Sealing Solutions that increases the number of jobs won through the free basement inspection program, improves customer satisfaction in post sales, and reduces the strain on management in managing the basement repair services.
The theoretical framework focuses on how marketing theory relates to services marketing theory as well as service design thinking. The process leading to the choice of service design theory is meant to be clear through the theoretical framework.
Qualitative research methods were used to gather customer data, which was presented, in a workshop with stakeholders and the new service was co-created with stakeholders using service design methods.
The service redesign took insights gathered from service design tools and used them to make a holistic approach to the design of the new service, taking into account all per-spectives. The new service design was then analyzed from a services marketing perspective and a plan for implementation was created.
The theoretical framework focuses on how marketing theory relates to services marketing theory as well as service design thinking. The process leading to the choice of service design theory is meant to be clear through the theoretical framework.
Qualitative research methods were used to gather customer data, which was presented, in a workshop with stakeholders and the new service was co-created with stakeholders using service design methods.
The service redesign took insights gathered from service design tools and used them to make a holistic approach to the design of the new service, taking into account all per-spectives. The new service design was then analyzed from a services marketing perspective and a plan for implementation was created.