Service Design for Enhancing Customer Experience and Sustainable Food Service: The case of Jyväskylän Palvelualan Opisto
Ukpabi, Grace Dandison; Grace, Ukpabi (2021)
Ukpabi, Grace Dandison
Grace, Ukpabi
2021
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202101191381
https://urn.fi/URN:NBN:fi:amk-202101191381
Tiivistelmä
The purpose of the project was to explore ways of improving Jyväskylän Palvelualan Opisto (Jyväskylä College of Services) could enhance students’ experience through the application of different service design tools. The project also sought to design a food service ecosystem and design a prototypic mobile application platform to enhance a seamless experience for students and food service customers. Most successful firms and institutions are always top on the customer experience chart. Customer experience drives satisfaction and loyalty.
The double diamond was used as a design tool. The study also used both quantitative and qualitative data collection methods. Specifically, three focus group sessions were held. These focus group sessions were held face-to-face. Additionally, three face-to-face interviews were also held. Among the service design tools, stakeholder mapping, personas, business model canvas, affinity diagram, customer journey map and service blueprint.
The study found that majority of the students are of immigrant background, therefore significantly struggle with the Finnish language skills. Additionally, the students desire a collaborative platform which could help their integration into the socio-cultural systems in Finland. Thus, the project recommends the introduction of social activities. Finally, Jyvaskylan Palvelualan Opisto should also consider computer/ICT skills classes for the students. The reason for this is fully explained in the text.
The double diamond was used as a design tool. The study also used both quantitative and qualitative data collection methods. Specifically, three focus group sessions were held. These focus group sessions were held face-to-face. Additionally, three face-to-face interviews were also held. Among the service design tools, stakeholder mapping, personas, business model canvas, affinity diagram, customer journey map and service blueprint.
The study found that majority of the students are of immigrant background, therefore significantly struggle with the Finnish language skills. Additionally, the students desire a collaborative platform which could help their integration into the socio-cultural systems in Finland. Thus, the project recommends the introduction of social activities. Finally, Jyvaskylan Palvelualan Opisto should also consider computer/ICT skills classes for the students. The reason for this is fully explained in the text.
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