User Experience; A case study of how Service Design can support the improvement of service delivery within the hospitality/restauration industry
Author
Lixandru, Mihaela-Loredana
Term
4. term
Education
Publication year
2018
Pages
91
Abstract
Dette speciale undersøger, hvordan servicedesign-metoder kan bruges til at forbedre leveringen af restaurationsydelser i hotelbranchen gennem et casestudie hos ARP-Hansen Hotel Groups hotel The Square Copenhagen med fokus på morgenmadsbuffeten. Formålet er at gøre gæsterejsen mere overskuelig og samtidig lette medarbejdernes arbejde. Projektet (marts–juni 2018) anvendte en kombination af metoder: kvalitative greb for at forstå personalets daglige erfaringer og smertepunkter samt kvantitative tilgange for at indhente indsigt i gæsternes behov og udfordringer, da direkte interaktion var begrænset. Centrale interessenter deltog i interviews og en workshop, som i væsentlig grad formede de endelige konceptbeslutninger. Resultatet var en kortlægning af behov og smertepunkter på tværs af gæster og personale samt udviklingen af et nyt servicekoncept, der har til formål at optimere buffetoplevelsen, reducere stress og forbedre arbejdsgange. Konceptet er afleveret til restaurantchefen på The Square Copenhagen med henblik på videre præsentation i ARP-Hansen-regi. Den foreliggende tekst rapporterer ikke om implementering eller effektmålinger.
This thesis examines how service design methods can support improvements in hospitality service delivery through a case study at ARP-Hansen Hotel Group’s The Square Copenhagen, focusing on the breakfast buffet. The aim is to make the guest journey more intuitive while easing staff workload. Conducted from March to June 2018, the project used mixed methods: qualitative approaches to understand staff pain points and daily experiences, and quantitative approaches to capture guest needs and challenges where direct interaction was constrained. Key stakeholders contributed through interviews and a workshop that strongly influenced final concept decisions. The outcomes include a consolidated mapping of guest and staff needs and pain points and the development of a new service concept intended to optimize the buffet experience, reduce stress, and improve workflows. The concept was delivered to the restaurant manager at The Square Copenhagen for potential presentation across ARP-Hansen. Implementation and impact results are not reported in the provided text.
[This summary has been generated with the help of AI directly from the project (PDF)]
Keywords
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