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Posted: March 2nd, 2022
Task 2: Individual Service Design Project
• Individual task.
• Format: students must submit 2 documents (Poster format and Research report).
Details of the group task:
1. Challenge: “To design a new successful service for an existing company”.
Applying the theory learned in class (units 3 and 4); students will develop a service design project.
The main objective will be designing a new service and experience economy strategy for a company under their choice. Students will analyze and fix some specific objectives and elements to be considered, in order to define a service strategy and design a new managing service operations and the customer experience relations and protocol procedures.
The results and conclusions obtained will be presented in class with a poster and submitted as a report, by following the points and contextual information exposed below.
2. Expected table of contents – task points to be included in the poster and the report: REPORT:
1. a) Introduction: company profile and description.
2. b) Research procedure:
✓Market research: competitors.
✓Service SWOT analyze.
✓Fix the customer profile.
3. c) Definition of the main general and specific objectives.
4. d) Definition of the design of the service and the customer service experience strategy.
5. e) Main results and conclusions.
6. f) References & Appendix
POSTER:
In order to share the results and conclusions obtained during Task 2, students will create and design a “poster” to present in class. The poster must include the most relevant information of the report and results.
3. Objectives of the task: Students will learn how to create and design the procedure to define a successful service and experience management strategy; understanding the market needs and trends, as well as the importance of the customer relations management during the design process.
Formalities:
• Wordcount: 2000-2500 words (written report) + poster (1 page format).
• In report: cover, Table of Contents, References and Appendix are excluded of the total wordcount.
• Font: Arial 12,5 pts.
• Text alignment: Justified.
• The in-text References and the Bibliography have to be in Harvard’s citation style.
• Documents (Poster and report) must be submitted in PDF format.
Submission: Week 6
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