B2B Customer Journey Optimization: A Service Design Approach
Ezeldin, Nayera (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023053116479
https://urn.fi/URN:NBN:fi:amk-2023053116479
Tiivistelmä
The purpose of this thesis is to explore and analyze the role of service design in improving customer experience in the energy industry, with a specific focus on Company X's product development process. The purpose of the study is to understand how service design principles and methods can be applied to develop innovative and customer-centric solutions that address customer needs and pain points.
The research method used in this thesis is a qualitative case study approach. Data was collected through in-depth semi structured interviews with key development managers within Company X who have worked closely on products and services. Results were analyzed by using a thematic approach and allowing themes to emerge from the data. For the development part, service design tools of journey map and service blueprint were used as development tools to clarify the elements of customer experience.
The empirical work involved an in-depth examination of Company X's product development process for core platforms, digital products, asset management, and energy monitoring. Each product development process followed a unique service design approach tailored to the specific needs and requirements of the respective product.
The results of the study highlight the effectiveness of service design in enhancing customer experience. Through the application of service design principles such Customer journey optimization and Thematic analysis. Company X can develop customer-centric solutions that addressed pain points as Inadequate communication, lack of personalization, and long lead times for orders. The empirical findings demon-strate the importance of understanding different personas of customers with their personalised issues and solutions for those issues.
The research method used in this thesis is a qualitative case study approach. Data was collected through in-depth semi structured interviews with key development managers within Company X who have worked closely on products and services. Results were analyzed by using a thematic approach and allowing themes to emerge from the data. For the development part, service design tools of journey map and service blueprint were used as development tools to clarify the elements of customer experience.
The empirical work involved an in-depth examination of Company X's product development process for core platforms, digital products, asset management, and energy monitoring. Each product development process followed a unique service design approach tailored to the specific needs and requirements of the respective product.
The results of the study highlight the effectiveness of service design in enhancing customer experience. Through the application of service design principles such Customer journey optimization and Thematic analysis. Company X can develop customer-centric solutions that addressed pain points as Inadequate communication, lack of personalization, and long lead times for orders. The empirical findings demon-strate the importance of understanding different personas of customers with their personalised issues and solutions for those issues.