An Exploration on Experience Design: Developing an Experience Concept for Pastry Shops with Mass Customisation
Jalandoni, Mary Elizabeth (2023)
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023112431604
https://urn.fi/URN:NBN:fi:amk-2023112431604
Tiivistelmä
This paper discusses the development of an Experience design concept for a future pastry shop. The focus of the concept will be on the daily retail service of a future pastry shop in a potential market. The research wishes to figure out how to implement mass customisation which involves mix-matching flavours and customising appearances upon purchase in a daily retail setting. Areas of experience economy, mass customisation, and digitalisation of services will be explored.
The business of pastry shops and cafes are highly saturated and proves to be a difficult industry to enter. Mass customisation develops distinctive products that cater to the specific preferences of each consumer. Ideally, the concept should be able to reach an Experience level of customer experience, thus, this paper also largely discusses Experience Economy. Digitalisation of services is discussed to provide an overview of potential technologies to be used in the ideation of the concept. Results from this research and conceptualisation can change the dynamics of daily retail service in pastry shops.
In using the service design process to realise the concept, pastry businesses angle toward customer experience rather than solely focusing on their products. The discovery phase begins by gaining a holistic understanding of consumers, market, trends, and benchmarking within the pastry industry. Literary research is used to support the data. All impactful insights will then be further defined to come up with potential ideas. Ideation tools will be used to maneouvre the generation of a more concrete idea which then will be filtered and prototyped. Following the service design process should result the creation of a solid design concept.
The business of pastry shops and cafes are highly saturated and proves to be a difficult industry to enter. Mass customisation develops distinctive products that cater to the specific preferences of each consumer. Ideally, the concept should be able to reach an Experience level of customer experience, thus, this paper also largely discusses Experience Economy. Digitalisation of services is discussed to provide an overview of potential technologies to be used in the ideation of the concept. Results from this research and conceptualisation can change the dynamics of daily retail service in pastry shops.
In using the service design process to realise the concept, pastry businesses angle toward customer experience rather than solely focusing on their products. The discovery phase begins by gaining a holistic understanding of consumers, market, trends, and benchmarking within the pastry industry. Literary research is used to support the data. All impactful insights will then be further defined to come up with potential ideas. Ideation tools will be used to maneouvre the generation of a more concrete idea which then will be filtered and prototyped. Following the service design process should result the creation of a solid design concept.