Designing experiences for internal and external customers in an office
Kuupakko, Noona (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202404298189
https://urn.fi/URN:NBN:fi:amk-202404298189
Tiivistelmä
The objective of this thesis is to examine and innovate the office experience at Company X, serving the dual clientele of internal customers (employees) and external customers (visitors). The purpose is to support Company X's office expansion and future design, by providing insight into the employee sentiments, industry trends and theoretical knowledge.
The development process involves drawing knowledge from literature, researching the target audience and analyzing the data, with the goal of translating these concepts into insights that will inform the development of a functional and inviting office experience. The theoretical framework draws upon literature relevant to physical workplaces and the office, employee and customer experiences, and service design. The study leveraged two research methods, a detailed survey distributed among all employees for insight into the internal customers’ sentiment, and in-depth targeted interviews with senior employees, to gather insight into the external customer experience.
The results on both sides highlight a strong focus on the physical environment of the workplace. On the internal customer side, the need for spaces that facilitate physical health, and encourage social connection are underscored. Key elements highlighted on the external customer side are first impressions, and ease and clarity of the experience, facilitated by professional staff and well-designed spaces.
The study concludes with key insights for creating an elevated office experience that supports productivity, fosters employee satisfaction, and impresses visitors, ensuring alignment with Company X’s standards and values. The insights will be leveraged in future planning, budgeting and development.
The development process involves drawing knowledge from literature, researching the target audience and analyzing the data, with the goal of translating these concepts into insights that will inform the development of a functional and inviting office experience. The theoretical framework draws upon literature relevant to physical workplaces and the office, employee and customer experiences, and service design. The study leveraged two research methods, a detailed survey distributed among all employees for insight into the internal customers’ sentiment, and in-depth targeted interviews with senior employees, to gather insight into the external customer experience.
The results on both sides highlight a strong focus on the physical environment of the workplace. On the internal customer side, the need for spaces that facilitate physical health, and encourage social connection are underscored. Key elements highlighted on the external customer side are first impressions, and ease and clarity of the experience, facilitated by professional staff and well-designed spaces.
The study concludes with key insights for creating an elevated office experience that supports productivity, fosters employee satisfaction, and impresses visitors, ensuring alignment with Company X’s standards and values. The insights will be leveraged in future planning, budgeting and development.