Developing and testing customer centric design training : a case study for company X employees
Helle, Johanna (2023)
Helle, Johanna
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023082324913
https://urn.fi/URN:NBN:fi:amk-2023082324913
Tiivistelmä
This master's thesis examines the implementation of a pilot concept initiated by the commissioner, focusing on the transition towards more customer-oriented ways of working to enhance customer value and satisfaction. The research emphasizes the functional level, aiming to provide insights and improvements in design thinking that can generate value for the organization as a whole, including various departments such as customer service, service designers, UX designers, business developers, analysts, the claims department, and customers.
The boot camp training serves as an immersive session designed to facilitate learning and experimentation with different methods, with the objective of creating a concept that can be adapted to individuals' roles and departments. Rather than addressing specific work-related problems, the training utilizes simplified examples that can be applied later. The customer-centric design process encompasses understanding customers, defining challenges, ideating and sketching, and culminates in prototyping, testing, and iteration.
Research methods used for this thesis work are pre-questionnaire, observations during the process, feedback form, and interviews including the participants, facilitators, and management. By examining the impact of this training initiative, it becomes easier to identify future needs. The research findings will offer valuable insights into the effectiveness of training interventions in driving organizational change, particularly in prioritizing customer needs and enhancing overall customer satisfaction.
The boot camp training serves as an immersive session designed to facilitate learning and experimentation with different methods, with the objective of creating a concept that can be adapted to individuals' roles and departments. Rather than addressing specific work-related problems, the training utilizes simplified examples that can be applied later. The customer-centric design process encompasses understanding customers, defining challenges, ideating and sketching, and culminates in prototyping, testing, and iteration.
Research methods used for this thesis work are pre-questionnaire, observations during the process, feedback form, and interviews including the participants, facilitators, and management. By examining the impact of this training initiative, it becomes easier to identify future needs. The research findings will offer valuable insights into the effectiveness of training interventions in driving organizational change, particularly in prioritizing customer needs and enhancing overall customer satisfaction.