Introducing Service Design into the Sports Experience – Case HC TPS
Urvas, Milla (2021)
2021
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2021121325557
https://urn.fi/URN:NBN:fi:amk-2021121325557
Tiivistelmä
The focus of this thesis is to bring Service Design in to the Finnish Hockey League, Liiga, for the first time. As Liiga, as many other event organizers, suffer from a lack of audience as well as a growing competitor base, reconsidering how and for whom the services are provided is a key to future success of the business.
Using Service Design methods, such as Customer Journey Maps, Personas, Service Safaris and Benchmarking, a qualitative look into the customer base and their needs is provided. It is clear that the current array of services is not satisfactory enough for the customers.
The research shows that innovation is needed, and the ice hockey-centric view that currently dominates is no longer sufficient or viable. A participatory approach is suggested, as well as the utilization of both application development and a more agile and imaginative service offering.
Using Service Design methods, such as Customer Journey Maps, Personas, Service Safaris and Benchmarking, a qualitative look into the customer base and their needs is provided. It is clear that the current array of services is not satisfactory enough for the customers.
The research shows that innovation is needed, and the ice hockey-centric view that currently dominates is no longer sufficient or viable. A participatory approach is suggested, as well as the utilization of both application development and a more agile and imaginative service offering.