Developing Customer Experience with Integrify ©
Anh, Luu (2020)
Lataukset:
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020051611768
https://urn.fi/URN:NBN:fi:amk-2020051611768
Tiivistelmä
In the current competitive business landscape, customers are demanding more than just good products and services. Companies must innovate and create meaningful experience to keep themselves relevant. They must put customers at the center of their business to keep up with the customer’s needs, which is why service design is a great tool to develop the customer experience.
The thesis was commissioned by Integrify, which is a consulting company that trains international talent in software development and connects them to jobs. In other words, the company provides talent services. The aim of this thesis is to gather customer insights that help Integrify develop an outstanding customer experience strategy. Specifically, insights regarding customer’s expectations and challenges during the experience they have with Integrify.
The theoretical framework that was used in this thesis consists of service design, customer experience, and qualitative research method. The in-depth interview was used as the main data-gathering technique. The interviews were conducted with Integrify’s current and previous customers. With the purpose of understanding the customer’s general recruitment process, the recruitment experience they had with Integrify, and how Integrify can improve their services. Service design tools such as research wall was used for analyzing the data and the customer persona, customer journey, and service blueprint were used to synthesize and visualize the research’s findings.
The research findings suggest that Integrify should invest in post-sale services that retain customers and establish customer loyalty. Recommendations on the internal organization process were also made to ensure quality control of Integrify’s educational programs and improve the recruitment experience for Integrify’s customers.
The thesis was commissioned by Integrify, which is a consulting company that trains international talent in software development and connects them to jobs. In other words, the company provides talent services. The aim of this thesis is to gather customer insights that help Integrify develop an outstanding customer experience strategy. Specifically, insights regarding customer’s expectations and challenges during the experience they have with Integrify.
The theoretical framework that was used in this thesis consists of service design, customer experience, and qualitative research method. The in-depth interview was used as the main data-gathering technique. The interviews were conducted with Integrify’s current and previous customers. With the purpose of understanding the customer’s general recruitment process, the recruitment experience they had with Integrify, and how Integrify can improve their services. Service design tools such as research wall was used for analyzing the data and the customer persona, customer journey, and service blueprint were used to synthesize and visualize the research’s findings.
The research findings suggest that Integrify should invest in post-sale services that retain customers and establish customer loyalty. Recommendations on the internal organization process were also made to ensure quality control of Integrify’s educational programs and improve the recruitment experience for Integrify’s customers.