Service Design @ Bouldertehdas

Abstract

This service design thesis is a study of a wall climbing facility’s services, also called bouldering, from a holistic perspective. The aim of the thesis is to identify underlying problem areas and to help improve the service by utilizing various service design methods. Numerous methods, both qualitative and quantitative, are used in order to provide a more multifaceted understanding of the service. The thesis focuses on the customer experience in general and the importance of meeting the needs of a first time climber. Based on the research results, the service provider took action to expand the service. The renting of more space and renovating of the facilities, enabled the service to better meet existing customer demands. Most importantly, the ideas generated through different service design methods, were discovered in co-operation with the service provider. This reality of co-creation gave the owners new incentives and a new direction in developing the service. The owners were also provided appropriate service design co-creation tools for developing the service further by themselves in co-operation with the customers. This is expected to enable the service provider to keep the service on a sustainable path, going into the future. The discussion raises the possibility of marketing to schools the pedagogical aspects of climbing. Another issue raised was the importance of taking into consideration the expected general deteriorating fitness levels when catering to the beginner climbers of the future.