A platform for research: civil engineering, architecture and urbanism
A platform for research: civil engineering, architecture and urbanism
Touchpoints improving committee participant’s visitor experience in organisation Y
The purpose of this thesis is to support case organisation Y in creating an excellent meeting experience in the new environment. The research context is a conference environment that is used by several committees which meet regularly over the year. Out of 14.000 visitors annually, over 60% are committee participants. With the move to new premises and a major impact on its biggest visitor group, organisation Y aims to use this move to improve the service provision and to create an excellent user journey in the new premises. The objective of this thesis is to understand how user experience can be improved to increase the productivity of its core business. Research question 1 aims to take the user’s view and establish all touchpoints of the journey, with research question 2 building on it and defining the journey for the service provider The theoretical framework starts with the analysis of how experiences are created and how they can be embedded in the services of organisation Y. With the understanding that experiences are created over interactions and time, the role of Facility Management in providing these interactions is defined. While Facility Management provides these services, service management and its methodology take the user far more into account when service quality is measured. While the physical environment can provide areas for various types of work, its social and virtual aspects are as im-portant. Theories for the journey creation combine Facility Management, value co-creation and experience design. Service design, with its human-centred approach and methodology will support the practical application and creation of the journey. For the process of the empirical work qualitative methods are used to find data. Siteobservations and focus groups provide and create data for the design sprint. Together with the Stakeholder map to understand relations, the touchpoints for the users and service providers are defined. The final workshop was used to validate the journey and embed the journey in the framework. The outcome of this thesis is a user journey with crucial touchpoints for the user and service provider. Organisation Y is able to align the realised journey with the expectations of the user to offer an excellent experience. The results show that centralised services, communication between teams, visitor badge and info screen to guide visitors and the use of available information in the system in use to eliminate touchpoints, can create the journey. All aspects of the journey and results entail a change in the service provision and ways of working for stakeholders involved in the creation of the journey. For organisation Y, this means that change management for staff has to become a part of the implementation. Once the journey for committee participants is implemented, it seems fair to believe, that further journeys for processes and stakeholders will be created to improve efficiency and service quality.
Touchpoints improving committee participant’s visitor experience in organisation Y
The purpose of this thesis is to support case organisation Y in creating an excellent meeting experience in the new environment. The research context is a conference environment that is used by several committees which meet regularly over the year. Out of 14.000 visitors annually, over 60% are committee participants. With the move to new premises and a major impact on its biggest visitor group, organisation Y aims to use this move to improve the service provision and to create an excellent user journey in the new premises. The objective of this thesis is to understand how user experience can be improved to increase the productivity of its core business. Research question 1 aims to take the user’s view and establish all touchpoints of the journey, with research question 2 building on it and defining the journey for the service provider The theoretical framework starts with the analysis of how experiences are created and how they can be embedded in the services of organisation Y. With the understanding that experiences are created over interactions and time, the role of Facility Management in providing these interactions is defined. While Facility Management provides these services, service management and its methodology take the user far more into account when service quality is measured. While the physical environment can provide areas for various types of work, its social and virtual aspects are as im-portant. Theories for the journey creation combine Facility Management, value co-creation and experience design. Service design, with its human-centred approach and methodology will support the practical application and creation of the journey. For the process of the empirical work qualitative methods are used to find data. Siteobservations and focus groups provide and create data for the design sprint. Together with the Stakeholder map to understand relations, the touchpoints for the users and service providers are defined. The final workshop was used to validate the journey and embed the journey in the framework. The outcome of this thesis is a user journey with crucial touchpoints for the user and service provider. Organisation Y is able to align the realised journey with the expectations of the user to offer an excellent experience. The results show that centralised services, communication between teams, visitor badge and info screen to guide visitors and the use of available information in the system in use to eliminate touchpoints, can create the journey. All aspects of the journey and results entail a change in the service provision and ways of working for stakeholders involved in the creation of the journey. For organisation Y, this means that change management for staff has to become a part of the implementation. Once the journey for committee participants is implemented, it seems fair to believe, that further journeys for processes and stakeholders will be created to improve efficiency and service quality.
Touchpoints improving committee participant’s visitor experience in organisation Y
Langer, Manuel (author)
2019-01-01
Miscellaneous
Electronic Resource
English
DDC:
710
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