Using service design methods to improve discovery process in an e-learning business : accelerating innovation in user-centric product development – a case study
Abreu-Romu, Tatiana (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023122839176
https://urn.fi/URN:NBN:fi:amk-2023122839176
Tiivistelmä
This work emphasizes the importance of adopting a user-centric approach in the realm of product development in an e-learning service. The research
objectives encompass understanding and promoting a user-centric approach in the discovery process, as well as steering and supporting lean and agile product development using design thinking and service design methods.
The methodology used was mixed methods, including qualitative and
quantitative interviews, user observation, brainstorming, workshops,
benchmarking, and a comprehensive literature review. Key findings are related to the lack of customer participation in the discovery phase and documentation related to the user’s process and proper alignment and design towards the outcome delivery.
This thesis contributes to the field of product development and service design by providing a handbook based on the principles and methods to be applied for a user-centric process throughout the product development cycle.
objectives encompass understanding and promoting a user-centric approach in the discovery process, as well as steering and supporting lean and agile product development using design thinking and service design methods.
The methodology used was mixed methods, including qualitative and
quantitative interviews, user observation, brainstorming, workshops,
benchmarking, and a comprehensive literature review. Key findings are related to the lack of customer participation in the discovery phase and documentation related to the user’s process and proper alignment and design towards the outcome delivery.
This thesis contributes to the field of product development and service design by providing a handbook based on the principles and methods to be applied for a user-centric process throughout the product development cycle.