Developing a new service for organizing social events in Finland
Mohanty, Titikshya (2017)
Mohanty, Titikshya
Laurea-ammattikorkeakoulu
2017
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2017052410055
https://urn.fi/URN:NBN:fi:amk-2017052410055
Tiivistelmä
The purpose of this thesis is to develop a new service concept for people living in Finland by using service design methods. In this busy world, people frequently have no time to organize events on their own. Therefore, service design tools and methodology will be used as foundational pillars for the case company in this thesis in developing solutions for this issue, as well as bringing customer satisfaction from service delivery. This service concept is designed to save time and simplify the process.
In designing this new service concept, the theory framework focuses on services in general, service design, service design tools to understand customer requirement, and reshaping the service delivery structure to achieve optimal customer satisfaction. Using various service design tools and framework, the objective of this thesis is to collect customer feedback and shape the service structure accordingly. The second framework used in this thesis for designing the service concept is the lean startup approach.
The focus of the design of this new service concept is on customer co-creation and involvement, and is further supported by the service design process, service design tools, and lean methodology. The foundational design process utilized in this thesis is the double diamond de-sign model, as well as a few concepts that have been adopted from the lean startup approach. Interviews of potential customers were done in various phases to collect feedback. Personas, stakeholder mapping, customer journey mapping, and service blueprinting were done to understand the service delivery system. A Business Model Canvas was built to validate the quantitative and qualitative value the business delivers. As a part of the lean develop-ment process, the minimum viable product was launched as a Facebook page and a pilot event was carried out with a pilot customer to test the service concept.
The empirical study and theoretical discussion in this thesis have shown that customers were in need of a service concept that provides end-to-end service in order to easily organize an event. The aim of this service concept was to provide an innovative service pertaining to social events, to which the customers could contribute their ideas and skills and thus generate value out of the service.
In designing this new service concept, the theory framework focuses on services in general, service design, service design tools to understand customer requirement, and reshaping the service delivery structure to achieve optimal customer satisfaction. Using various service design tools and framework, the objective of this thesis is to collect customer feedback and shape the service structure accordingly. The second framework used in this thesis for designing the service concept is the lean startup approach.
The focus of the design of this new service concept is on customer co-creation and involvement, and is further supported by the service design process, service design tools, and lean methodology. The foundational design process utilized in this thesis is the double diamond de-sign model, as well as a few concepts that have been adopted from the lean startup approach. Interviews of potential customers were done in various phases to collect feedback. Personas, stakeholder mapping, customer journey mapping, and service blueprinting were done to understand the service delivery system. A Business Model Canvas was built to validate the quantitative and qualitative value the business delivers. As a part of the lean develop-ment process, the minimum viable product was launched as a Facebook page and a pilot event was carried out with a pilot customer to test the service concept.
The empirical study and theoretical discussion in this thesis have shown that customers were in need of a service concept that provides end-to-end service in order to easily organize an event. The aim of this service concept was to provide an innovative service pertaining to social events, to which the customers could contribute their ideas and skills and thus generate value out of the service.