THE SERVICE DESIGN AND CLIENT COMMUNICATION
THE CASE OF A SOFTWARE COMPANY
DOI:
https://doi.org/10.48090/ciki.v1i1.980Keywords:
service design, blueprint, client communicationAbstract
In 2019, a brazilian software house company faced problems with a number of clients due to communication regarding one of the services in its portfolio, confirming the need to improve communication to preserve an excellent experience for the client. The objective of this paper was to identify problems and propose improvements to the company’s maintenance service. This is a qualitative study, conducted through a case study of the company. Firstly, a review of literature was carried out, in order to support the concepts of service design and client communication, as well as trace their relation. Next, the internal public and clients were interviewed; after that, the Blueprint process was applied, with the goal of identifying and implementing the best solutions for the mapped problems. As main results, we propose some solutions for the company solve the problems we mapped.
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