How to impact employee experience through service design - a case study at Nuuday

Studenteropgave: Kandidatspeciale og HD afgangsprojekt

  • Adina Teodora Coteanu
  • Mirja Kaarina Hopiavuori
4. semester, Service Systems Design (cand.scient.), Kandidat (Kandidatuddannelse)
This thesis examines how service design tools can support the process of developing an employee experience. Employee experience is a topic that has recently gained attention for organizations due to the shift in the work environment that came with the emergence of different needs and expectations demanded by employees. Previously, service design has touched upon employee experience through case studies, but a more rigorous analysis of service design tools is missing.
The research was done in the context of employee experience, where a case study, in collaboration with TVLab, one of Nuuday’s departments, was used to explore three selected service design tools. The study reveals how these tools were examined in a practical context in the teleoperator industry, based on the challenges the employees in the organization are facing. The case resulted in a service proposal for the current onboarding of Nuudays’ TV Lab, as well as insights into how service design approach and the selected tools can be applied in the context of employee experience by both organizations and the service design community. This thesis consists of two parts; an academic research process where several tools from the service design field are used in the context of employee experience and a design process in which the given problem statement is investigated.
In this paper, researchers discuss both the opportunities as well as challenges they faced as well as the academic insights that enriched the knowledge of the topic studied. The insights gathered from this research reveal how each of the selected tools touch upon employee experience from a slightly different angle and help to identify gaps. They will become more powerful if the organization is able to identify the scope prior to the process. The deliverables in this thesis project point out how service designers are a valuable asset in the phase of delivery and implementation of the new service offering.
Udgivelsesdato28 maj 2020
Antal sider152
Ekstern samarbejdspartnerNuuday
No Name
ID: 333069829