Developing onboarding experience
Kivilahti, Laura (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023121938408
https://urn.fi/URN:NBN:fi:amk-2023121938408
Tiivistelmä
Customer experience is one of the key success factors for a company. The customer experience is defined at the very first moments of service. Customer interacts with service provider through various touchpoints. Customer experience is subjective and is specific to the service. In the era of digitalization many services are online and no longer require an on-site visit. Digital is not the key to the successful customer experience, but a tool to deliver a good customer experience. Customers want things to happen quickly and effortlessly. This creates its own challenges for highly regulated sectors such as finance. In the financial sector, there are many regulations to comply with.
The goal of this research was to understand and explore how to make the customer experience at the service entering phase even more customer-friendly and easy to comprehend, considering internal and external customers. Research followed the double diamond process and utilized service design methods and tools. Stakeholders were involved through workshops and interviews to gather their insights on the development of the service.
The research showed that communication is the key factor that defined customer experience. Apis, automation and integration also play important role. Based on the results researcher created proposal for the future development of the service.
The goal of this research was to understand and explore how to make the customer experience at the service entering phase even more customer-friendly and easy to comprehend, considering internal and external customers. Research followed the double diamond process and utilized service design methods and tools. Stakeholders were involved through workshops and interviews to gather their insights on the development of the service.
The research showed that communication is the key factor that defined customer experience. Apis, automation and integration also play important role. Based on the results researcher created proposal for the future development of the service.