Even though a costume hire shop also sells products, the renting process makes good service essential to the business. Different methods were applied to find out which touchpoints in a customer’s journey do not match the overall quality or are not consistent with the customer’s expectations. The results were analysed and collected into a set of ten holistic recommendations to improve the shop’s internal organisation and user experience. After presenting the findings, a cocreation workshop was held to find out where simple changes could make an impact. This lead to first steps towards an optimisation. Afterwards a plan was set up for changes requiring more effort. Overall customer satisfaction was increased by these measures which resulted in higher business revenue.
Bachelor (2014), 12 ECTS
Carola Breuer 