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Developing Service at Tourist Company: Using Service Design Methodology
2015 (English)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

A bachelor thesis of 15 credits in Industrial Design which was conducted during the spring of 2015 at Luleå University of Technology. The thesis represent the project done for the tourist company Nordic Footprints located in Husvallgölen, Dalarna, Sweden. The aim for the project was to deliver final concepts with recommendations for Nordic Footprints of an improved and attractive service to offer their customers. Service Design methodology was used for investigating and developing the concepts.The company Nordic Footprints is a tourism company that provides hunting and fishing experiences with Samuel Jakoby as VD and first guide. The project was initiated when it was discovered that customers had problems locating Nordic Footprints camp in Husvallgölen. The company also had interest of increasing their sales and improving their connection to their customers. Overall they had a request to improve their service.Design theory, interaction design, tourism and marketing was investigated for providing with knowledge to use during the project. The service methodology was studied and a customer journey was done of the pre-service phase and three problems could be defined.- The customer had difficulty with finding their way to the Nordic Footprint camp in Husvallgölen with car.- The booking and payment process was confusing and overwhelming with unfamiliar system together with a lot of information to process for the customer.- Difficulty to discover the company as a customer and to feel attracted to book an experience package.Ideas was generated by creation with customers in a workshop where Edward de Bono:s six thinking hats and brainstorming was used as methods. The concepts was created in a first prototype if possible and presented to customers and the client company for feedback.The final result consisted of seven concepts for both immediate implement and for further development. A mobile application with a map function to navigate to the camp with possibility to choose stops at attractions along the way. Setting signs from Trafikverket for showing the driveway into the camp. A booking system with improved information channeling and with a customized tool, provided in English, Swedish and German. A competition advertising with pictures and text to involve customers to develop new experience packages to attract old and new customers. How to simply create advertising-pictures to use in social media for attracting more and new customers but as well create a more familiar name. Showing charts of fishing and hunting statistic at their website. Sponsoring a sportsman that talks and show off the company national and international.KEYWORDS: Nordic

Place, publisher, year, edition, pages
Keyword [en]
Keyword [sv]
Teknik, Nordic Footprints, service design, turism, marknadsföring, jakt, fiske, kunder i fokus, upplevelser, pre-service
URN: urn:nbn:se:ltu:diva-51330Local ID: 88872679-0feb-45b8-86c8-c93b96610c14OAI: diva2:1024691
External cooperation
Subject / course
Student thesis, at least 15 credits
Educational program
Industrial Design Engineering, bachelor's level
Validerat; 20151123 (global_studentproject_submitter)Available from: 2016-10-04 Created: 2016-10-04Bibliographically approved

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Jangnäs, Erika

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