"I'm center stage!": A study of service offerings from a consumer's point of view
Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
The purpose of this study is to learn more about the consumers' interaction with companies over different channels. It is conducted from a consumer's point of view, but the insights gained through this study will help companies to design and build better services. In this context, the concepts of User Experience, cross-channel and Customer Experience provide a theoretical framework. The new approach in this study is to combine the three concepts, their framing and their identified design elements. This conceptual framing contains a list of design elements with a positive influence on the service experience.
However, the conceptual framing provides no answers on how to apply these design elements. In the methodology part, possible approaches are discussed. The heuristic evaluation used in the two case studies is a method that takes all three concepts from the theoretical framework into account. With the first heuristic, it is possible to analyze single touchpoints like User Experience demands. The following heuristics are used within a cross-channel context. Finally, the last heuristic is responsible for the holistic perspective from Customer Experience.
The case studies are then conducted to verify the applicability of the design elements with the heuristic evaluation. The findings of the study were positive and suggest that the heuristic evaluation is a suitable method to analyze a company's service offerings. Additionally, the case studies lead to results which are useful for the two companies (Migros and Nestlé). The overall conclusion of this study is that the three concepts complement each other very well. User Experience is responsible for well designed touchpoints. Cross-channel expands the perspective on ecosystems and evaluates how the touchpoints operate together. Finally, Customer Experience analyzes the whole company and its touchpoints on a heuristic perspective.
Place, publisher, year, edition, pages
2015. , 66 p.
User Experience, Cross-channel, Multichannel, Customer Experience, Service Design
IdentifiersURN: urn:nbn:se:hj:diva-26868ISRN: JU-IHH-IKA-2-20150003OAI: oai:DiVA.org:hj-26868DiVA: diva2:815451
Institute of Information Management University of St.Gallen
Subject / course
Resmini, Andrea, Ph.D.
Vimarlund, Vivian, Professor