A service design approach for Tom Yum Thai Asian Restaurant in Vaasa Finland
Bisnar-Ingco, Imee Therese (2021)
2021
All rights reserved. This publication is copyrighted. You may download, display and print it for Your own personal use. Commercial use is prohibited.
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2021052511243
https://urn.fi/URN:NBN:fi:amk-2021052511243
Tiivistelmä
The purpose of this master’s thesis was to conduct a service design approach to Tom Yum Thai restaurant in Vaasa. Restaurateurs are always trying different experiments to meet customer satisfaction and are still looking for many ways to attract more customers. The main objectives of this thesis were focused on understanding the operational service of the restaurant, to improve customer satisfaction, and creating a new service design in the restaurant.
In the theoretical framework, service design and design thinking have been explored and the double diamond model was used as a design tool. The commissioner was interviewed through email. The staff was interviewed by filling out the questionnaire. Lastly, customers were asked to fill out the online survey questionnaires. The service design methods and tools used were stakeholder map, personas, customer journey map, service blueprint, and business model canvas.
In conclusion, the methods used proved successful and it gave insights and deepened understanding of service design and design thinking in managing the restaurant. Based on the research result, developmental suggestions and improvements were given to Tom Yum Thai on how the company could improve customer experience and customer satisfaction.
In the theoretical framework, service design and design thinking have been explored and the double diamond model was used as a design tool. The commissioner was interviewed through email. The staff was interviewed by filling out the questionnaire. Lastly, customers were asked to fill out the online survey questionnaires. The service design methods and tools used were stakeholder map, personas, customer journey map, service blueprint, and business model canvas.
In conclusion, the methods used proved successful and it gave insights and deepened understanding of service design and design thinking in managing the restaurant. Based on the research result, developmental suggestions and improvements were given to Tom Yum Thai on how the company could improve customer experience and customer satisfaction.