Service Design for strategic decision making, a Case Study

Abstract

In the recent years, the online has taken a central place in human interaction. From merely social interaction, to entertainment, all human interaction is gradually becoming part of the web. In this context is that different kinds of business have started to shape themselves in new ways in this space that has appeared thanks to the internet and the technology that it has become readily available for users all around the globe. One of said business is Company X, a new player in the video sharing platform market, it is coming in with the appeal of offering 360-degree videos dedicated to specifically to travel. The theoretical framework of this research is composed of the Online Community Life Cycle Theory, a framework initiated by the work of Alicia Iriberri and Gondy Leroy and that encompasses online communities as living organisms that have a predetermined life cycle which can indicate key aspects and actions to take regarding community building. On the other hand, Service Design provides with tools needed to understand users and generate answers to their needs. Qualitative research was chosen to gain deep understanding of the user experiences, with some quantitative methods added to gain access to a bigger share of the user base. The study provides with some conclusions regarding the approach that might be taken to kindle the user base and revealed certain issues that Company X might be dealing with. This project started in April 2019 and ended on November 2019.