Developing Customer Experience through Accessibility
Karioja, Nina (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023061624060
https://urn.fi/URN:NBN:fi:amk-2023061624060
Tiivistelmä
The purpose of this qualitative thesis was to search for information and learn about the effects of accessibility to customer experience. The customer for this thesis was the SAFE (Sustainable Accessible Future Environments) project. SAFE is the project supported by Erasmus+ KA2 and their goal is to develop new ways to learn, create and design responsible solutions which make the future services and environments accessible for everyone. The objective for this thesis was to create development proposals for cooperative partners of the project SAFE, to develop their customer experiences through accessibility.
The theoretical framework consisted of factors affecting customer experiences, feeling of safety, values and attitudes, accessibility as a concept and some laws and regulations affecting service providers accessibility work. Based on these findings, progress of the thesis was planned and executed.
The methods used in this thesis were literature-review, semi-structured thematic interviews, and theming for analyzing the interview materials. Because the focus was on the experiences of the customers, interviews were conducted with five people from different backgrounds. All the interviews were executed with Teams-application and were recorded with the permission of the interviewees. Interviews provided materials from interviewees’ personal experiences and feelings.
After familiarizing interview materials thoroughly three themes were found: theme 1 “Public sector service providers should develop their customer experience”, theme 2 “Private sector service providers should develop accessibility of their businesses” and theme 3 “Service providers should develop their customers’ feeling of safety to develop their customer experiences”. Together with theoretical framework, these themes were used to produce development proposals for service providers to develop their customer experiences and accessibility. These development proposals were the final output of this thesis.
The theoretical framework consisted of factors affecting customer experiences, feeling of safety, values and attitudes, accessibility as a concept and some laws and regulations affecting service providers accessibility work. Based on these findings, progress of the thesis was planned and executed.
The methods used in this thesis were literature-review, semi-structured thematic interviews, and theming for analyzing the interview materials. Because the focus was on the experiences of the customers, interviews were conducted with five people from different backgrounds. All the interviews were executed with Teams-application and were recorded with the permission of the interviewees. Interviews provided materials from interviewees’ personal experiences and feelings.
After familiarizing interview materials thoroughly three themes were found: theme 1 “Public sector service providers should develop their customer experience”, theme 2 “Private sector service providers should develop accessibility of their businesses” and theme 3 “Service providers should develop their customers’ feeling of safety to develop their customer experiences”. Together with theoretical framework, these themes were used to produce development proposals for service providers to develop their customer experiences and accessibility. These development proposals were the final output of this thesis.