Creating a service blueprint for Factory Kamppi restaurant

Abstract

The purpose of this thesis is to create a service blueprint using service design theories for lunch buffet restaurant Factory Kamppi. The blueprint can be used as a guideline for new employees to understand the service process of the restaurant in the beginning of their employment. Alternatively, it can serve as a service map to pinpoint where things could be improved or where things are going wrong to boost customer satisfaction and improve service quality of the restaurant.

The research methods used in this thesis is non-participant observation and semi-structured interview. The non-participant observation method was used by one of the authors to collect and record data from the frontstage of the restaurant in order to map the customer journey and the frontstage actions. The semi-structured interview was conducted by another author, who also used to work at Factory Kamppi, to gather information about the backstage of the restaurant, such as the kitchen and support processes. When both of the backstage and frontstage actions processed had been carried out, the authors connected them and created the service blueprint for the restaurant. In addition, the authors used the brainstorming method to generate ideas and suggestions on how to improve the current service process of the restaurant based on the data gathered from the research stage.

The outcomes of this thesis are the customer journey and the final service blueprint of Factory Kamppi. The authors believe that these service maps will greatly help Factory Kamppi to identify potential fail points in their service process, avoid any unnecessary customer irritations and improve the service quality of the restaurant.

Keywords: Factory Kamppi, Service Blueprint, Service Design