Clothing Rental – Service development proposals through service design : case study Lainahöyhenet
Mäkinen, Kaisa (2019)
Mäkinen, Kaisa
2019
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2019061817340
https://urn.fi/URN:NBN:fi:amk-2019061817340
Tiivistelmä
The primary aim of this thesis was to identify the aspects to develop in clothing rental business Lainahöyhenet through service design in order to improve the customer experience, services and internal operations.
The research questions of the study were: which aspects need to be considered when developing clothing rental business services, how can the development of services bring more visibility to Lainahöyhenet, what services clothing rental business customers need and for what value are customers truly willing to pay? The questions were answered by first studying the different aspects affecting clothing rental business now and in the future. Both qualitative and quantitative research methods were used to develop the knowledge and understanding of clothing rental business and different aspects affecting it by familiarizing with literature and online sources.
The information gained from the study was used to get more detailed information affecting the services of Lainahöyhenet by utilizing different service design tools and methods. The methodology includes questionnaire, interviews, stakeholder mapping, benchmarking, business model canvas, personas, customer journeys and service blueprint. The service design process was done in co-operation with the business owner. Proposals for the services to improve, taking into consideration the different customer groups and their needs, are presented at the end of the thesis.
The research questions of the study were: which aspects need to be considered when developing clothing rental business services, how can the development of services bring more visibility to Lainahöyhenet, what services clothing rental business customers need and for what value are customers truly willing to pay? The questions were answered by first studying the different aspects affecting clothing rental business now and in the future. Both qualitative and quantitative research methods were used to develop the knowledge and understanding of clothing rental business and different aspects affecting it by familiarizing with literature and online sources.
The information gained from the study was used to get more detailed information affecting the services of Lainahöyhenet by utilizing different service design tools and methods. The methodology includes questionnaire, interviews, stakeholder mapping, benchmarking, business model canvas, personas, customer journeys and service blueprint. The service design process was done in co-operation with the business owner. Proposals for the services to improve, taking into consideration the different customer groups and their needs, are presented at the end of the thesis.
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