Service Blueprint: Case Rush Workout Rauma
Korsoff, Ilona (2018)
Korsoff, Ilona
Satakunnan ammattikorkeakoulu
2018
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2018111417172
https://urn.fi/URN:NBN:fi:amk-2018111417172
Tiivistelmä
The purpose of this thesis was to research the execution of a new event Rush Workout Rauma by utilizing a service design tool called service blueprint. This was a functional thesis with the outcome of a blueprint and improvement suggestions for the client company. The client company was a well-known Finnish sport event provider called Funrun Finland Oy which organizes different kind of extreme sport events in Finland and in other European countries.
The main objective was to conduct a clear service blueprint about the event where the company would easily see the issues that effect to the customer’s service experience. The empirical study was conducted as a descriptive research where both survey and action research were used. The data gathering happened by using a multi- method qualitative studies, where the main focus is on qualitative research and quantitative method is taken under consideration to support the qualitative data. The qualitative method was used in customer interviews which were executed by using structured interview technique. In addition to qualitative research, the company conducted a digital survey to all 481 participants of the event and the data from the survey is analyzed in this study.
The blueprint was made to fit the needs of the client company and it was conducted in close collaboration with the client company. The data was gathered on 24th of February in 2018 to support author’s own insights about the company’s event. With the help of this thesis the client company can improve their event, which will have a positive effect on the customer satisfaction and ultimately it can increase sales and profits of the client company.
The findings indicated that the service was successfully executed and there was mostly positive feedback given by the respondents. However, there were also issues that required modification and these factors are listed in the service proposal part of the thesis. The major suggestions were a separated family price for families, higher number of water stations in future events and co-operation with local companies or sport clubs. Hopefully this study will benefit multiple companies with the interest on investing in service design.
The main objective was to conduct a clear service blueprint about the event where the company would easily see the issues that effect to the customer’s service experience. The empirical study was conducted as a descriptive research where both survey and action research were used. The data gathering happened by using a multi- method qualitative studies, where the main focus is on qualitative research and quantitative method is taken under consideration to support the qualitative data. The qualitative method was used in customer interviews which were executed by using structured interview technique. In addition to qualitative research, the company conducted a digital survey to all 481 participants of the event and the data from the survey is analyzed in this study.
The blueprint was made to fit the needs of the client company and it was conducted in close collaboration with the client company. The data was gathered on 24th of February in 2018 to support author’s own insights about the company’s event. With the help of this thesis the client company can improve their event, which will have a positive effect on the customer satisfaction and ultimately it can increase sales and profits of the client company.
The findings indicated that the service was successfully executed and there was mostly positive feedback given by the respondents. However, there were also issues that required modification and these factors are listed in the service proposal part of the thesis. The major suggestions were a separated family price for families, higher number of water stations in future events and co-operation with local companies or sport clubs. Hopefully this study will benefit multiple companies with the interest on investing in service design.