Defining both Customer and Service Employee Experience Goals for Industrial Service Design

Yichen Lu, Yue Hu

Research output: Contribution to conferencePaperScientific

Abstract

In the business-to-business heavy industry, service
design for desirable experience addresses both side
stakeholders’ mutual benefit and long-term relationship. Customer journey and industrial service offering process are actually intertwined through all the
service touchpoints. This paper introduces an explorative case of designing a new touchpoint for Rolls-Royce Marine industrial service. Based on the insights from the customer interview and the in-house study, not only customer experience but also service employee experience were investigated and prioritized as service design goals. This case contributes to a conceptual framework that helps identify and design for
a new service touchpoint through experience thinking lens.
Original languageEnglish
Publication statusPublished - 23 Oct 2016

Keywords

  • service touchpoint
  • experience design
  • experience goal
  • service process
  • customer journey
  • employee experience
  • customer experience

Fingerprint Dive into the research topics of 'Defining both Customer and Service Employee Experience Goals for Industrial Service Design'. Together they form a unique fingerprint.

Cite this