Service Design approach to understand the user experiences on the ServiceNow cloud solution
Kario, Petra (2018)
Kario, Petra
Haaga-Helia ammattikorkeakoulu
2018
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2018113019182
https://urn.fi/URN:NBN:fi:amk-2018113019182
Tiivistelmä
This thesis is about understanding the user experiences on the ServiceNow cloud solution. The target group of this research were the Basware Customer Support employees who are the primary users of the new customer support tool inside Basware. For mapping these experiences, I selected to use the service design approach. Focus was to find out what the user group thinks about the solution and to find out how the system should be developed further. This thesis focused on gaining customer understanding about this internal user group. ServiceNow was implemented to use in June 2018 and when starting this research, the software had been in use for four months.
The theoretical framework for this study is in the history of handling customer relationships and service design process. I will go through the service design process in detail and show-case some example tools for each service design phase. Empirical research follows the theoretical framework and in that I will present the research that was made for this thesis. The empirical research had four phases. First, I did preliminary research and after that I conducted secondary research. Third phase was an online survey that was send to 221 respondents in the Basware Customer Support. As a final phase I spent a day at the Basware office and did participant observations and contextual interviews. The tools used in this research are common service design tools.
From the research results I was able to form a set of categories that the users talked the most about. It seemed obvious that certain topics where critical and others could be han-dled with moderate urgency. As a conclusion I presented the categories that all the com-ments suits and I will suggest a way of moving to a next phase with these findings.
The theoretical framework for this study is in the history of handling customer relationships and service design process. I will go through the service design process in detail and show-case some example tools for each service design phase. Empirical research follows the theoretical framework and in that I will present the research that was made for this thesis. The empirical research had four phases. First, I did preliminary research and after that I conducted secondary research. Third phase was an online survey that was send to 221 respondents in the Basware Customer Support. As a final phase I spent a day at the Basware office and did participant observations and contextual interviews. The tools used in this research are common service design tools.
From the research results I was able to form a set of categories that the users talked the most about. It seemed obvious that certain topics where critical and others could be han-dled with moderate urgency. As a conclusion I presented the categories that all the com-ments suits and I will suggest a way of moving to a next phase with these findings.