Service design as a tool for improving customer experience
Särmäkari, Jeni (2018)
Tampereen ammattikorkeakoulu
2018
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201805056588
https://urn.fi/URN:NBN:fi:amk-201805056588
Tiivistelmä
The purpose of the thesis was to find a way to improve customer experience in real estate agency by using service design as tool. This thesis was commissioned by APP Properties that is a real estate agency located in Costa del Sol in Southern Spain. The objective of the thesis was to apply the service design methods in order to improve customers’ service experience in APP Properties.
The theoretical section explores service design. Service designs’ idea is to enhance the level of service by placing the customer in the middle with holistic approach. The goal for service design is to improve or create a better service experience for the customers and the client. The empirical part consists of a research that was done by qualitative interviews with a target group of Finnish people. The interviews were conducted as a goal to get an understanding of the services needed when moving to Costa del Sol.
The results of the research suggest that interviewees consider that more support for certain services are needed. Based on the research results suggestion were given to APP Properties on how they could improve their service experience through adding additional services to their processes. Offering more support will bring value to the customer and improve service experience as a whole.
The theoretical section explores service design. Service designs’ idea is to enhance the level of service by placing the customer in the middle with holistic approach. The goal for service design is to improve or create a better service experience for the customers and the client. The empirical part consists of a research that was done by qualitative interviews with a target group of Finnish people. The interviews were conducted as a goal to get an understanding of the services needed when moving to Costa del Sol.
The results of the research suggest that interviewees consider that more support for certain services are needed. Based on the research results suggestion were given to APP Properties on how they could improve their service experience through adding additional services to their processes. Offering more support will bring value to the customer and improve service experience as a whole.