Flower course service development : case study
Vähätalo, Suvi (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023060117320
https://urn.fi/URN:NBN:fi:amk-2023060117320
Tiivistelmä
This Master’s thesis focuses on developing the flower course service of Elovainion kukka with service design tools and methods. Elovainion kukka is a flower shop which provides flower course services. The aim of the research was to understand the current state, gather insights of the flower course service and based on that ideate and develop the further improvement.
The process of the study follows the double diamond design process and research methods and tools used to understand the current state were benchmarking, stakeholder map and survey. Customer insights and needs were gathered with observation, interview and empathy map. User personas, customer journey map, value proposition map and business model canvas were created in ideate and develop phase. All the flower course service functions before, during and after service were visualized with service blueprint.
As a result of this study, improvement suggestions were added to the service blueprint for the further development of the flower course service. The research showed that the customers' feelings are in line with the results of the customer survey, and in order to maintain a good customer experience, it was suggested to start continuous measurement.
The process of the study follows the double diamond design process and research methods and tools used to understand the current state were benchmarking, stakeholder map and survey. Customer insights and needs were gathered with observation, interview and empathy map. User personas, customer journey map, value proposition map and business model canvas were created in ideate and develop phase. All the flower course service functions before, during and after service were visualized with service blueprint.
As a result of this study, improvement suggestions were added to the service blueprint for the further development of the flower course service. The research showed that the customers' feelings are in line with the results of the customer survey, and in order to maintain a good customer experience, it was suggested to start continuous measurement.