Service Design Costume Hire Shop

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 customers journey do not match the overall quality or are not consistent with the customers expectations. The results were analysed and collected into a set of ten holistic recommendations to improve the shops 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

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