Mobile Applications and their influence on SMEs: Evaluation of Business and Service Design Opportunities by The Example of TOMASchool Company
Minina, Tamara (2022)
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2022121530171
https://urn.fi/URN:NBN:fi:amk-2022121530171
Tiivistelmä
The purpose of this thesis was to find out, how mobile applications as an example of the digitalization megatrend might help SMEs in further growth, development, recovery from the COVID-19 pandemic, and improvement of customer service along with service providing path, in general. The thesis was commissioned by the company of the author – educational service provider – company TOMASchool which was founded in Russia, but currently is providing services worldwide, including CIS countries, countries of the Baltic region, India, and Latin America.
The major methods for this research were interviews, benchmarking and netnography. Secondary data was collected through desktop research, while primary data was collected from the clients of the company and relevant experts from the field. Also, the project will be supported by the SWOT analysis, the creation of the stakeholder map, and the developing of a customer journey and value proposition canvas for the well-structured and logical prototyping of the mobile app under consideration. Finally, netnography and benchmarking were also going to be performed to collect the necessary data to support the app development.
The results of the research will be helpful to the SMEs, in order to comprehend the opportunities for further development and digitalization of their services, as well as to the commissioner. It will allow getting an understanding of how the service design may be embodied by the mobile applications’ usage and in what way it can drive additional attention to the clients, improve the customer journey and drive additional revenues.
The major methods for this research were interviews, benchmarking and netnography. Secondary data was collected through desktop research, while primary data was collected from the clients of the company and relevant experts from the field. Also, the project will be supported by the SWOT analysis, the creation of the stakeholder map, and the developing of a customer journey and value proposition canvas for the well-structured and logical prototyping of the mobile app under consideration. Finally, netnography and benchmarking were also going to be performed to collect the necessary data to support the app development.
The results of the research will be helpful to the SMEs, in order to comprehend the opportunities for further development and digitalization of their services, as well as to the commissioner. It will allow getting an understanding of how the service design may be embodied by the mobile applications’ usage and in what way it can drive additional attention to the clients, improve the customer journey and drive additional revenues.