Service Design for a martial arts and fitness training company : New customers' experience in the scope
Hobin, Emilia (2015)
Yrkeshögskolan Novia
2015
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201505209231
https://urn.fi/URN:NBN:fi:amk-201505209231
Tiivistelmä
The objective of the thesis work is to research the possibilities for improvement in the experiences by new customers at a martial arts and fitness training company, which is the client for the project. The company has locations in Helsinki and Espoo and provides classes to all age groups.
The stepping stones in acquiring new members after new customers have attended an introduction class is in focus in the research. The research concentrates on the customer experience using service design methods, such as service blueprint and mystery shoppers, to gain insight. The problem areas the company is facing regarding customer experience are analyzed.
Each method used in the thesis is researched and analyzed. The use of typical service design research methods are motivated. The implementation of each research method is documented and examined. Based on the results, two service prototypes were planned to test an improved service.
The final service prototype is designed in close collaboration with the client. The outcome of the project is an improved service, which the client continues to practice in the company after the thesis work.
The stepping stones in acquiring new members after new customers have attended an introduction class is in focus in the research. The research concentrates on the customer experience using service design methods, such as service blueprint and mystery shoppers, to gain insight. The problem areas the company is facing regarding customer experience are analyzed.
Each method used in the thesis is researched and analyzed. The use of typical service design research methods are motivated. The implementation of each research method is documented and examined. Based on the results, two service prototypes were planned to test an improved service.
The final service prototype is designed in close collaboration with the client. The outcome of the project is an improved service, which the client continues to practice in the company after the thesis work.