Enriching Altuïtion’s customer experience process by a design thinking toolkit

Enriching Altuïtion’s customer experience process by a design thinking toolkit

Hoogerwerf, G.

Mulder, I.J. (mentor)
Calabretta, G. (mentor)

Industrial Design Engineering

Strategic Product Design

2017-02-09

This report presents the results of a graduation project by Gideon Hoogerwerf, as part of the Master Strategic Product Design at Delft University of Technology. The project is done in collaboration with Altuïtion B.V., a consultancy firm in the field of customer experience management. Management of Altuïtion has recognized a trend in which the field of customer experience management (CXM) is maturing and companies increasingly focus on the design of improved customer experiences and authentic innovations. The core activities of Altuïtion are to help CX professionals of service providers in gaining insights in their customer’s experience and to help improve these experiences. For this, the consultants of Altuïtion use an interactive process called ‘customer experience process’, in which they help to provide insights and improvements in the phases of ‘becoming,- being,- or staying’ a customer of the service provider. Management of Altuïtion sees an opportunity to adopt ‘service design thinking’ as a potential approach to enrich its customer experience process. They want to learn more about service design thinking as an approach to CX and want to understand how they could enrich their customer experience process. Therefore, the goal of this graduation project was to enrich Altuïtion’s customer experience process by development of a (service) design thinking toolkit.

Customer experience
Service design thinking
ideation process

http://resolver.tudelft.nl/uuid:7036ae93-063a-4c53-9652-9641ee9786a2

Campus only

Student theses

master thesis

(c) 2017 Hoogerwerf, G.