Service Innovation – Improving Customer Experience


Service Design for RFT – Reducing generation gaps through housing service

A collaborative project with my four classmates [Isabella, Rowan, Alcinda and Claris] at MA Innovation Management. This project we researched into the ageing population trend and the within housing issue in London. Through the field research including interviews and questionnaires, we found that generation gap is the vital problem. Improving service for Room For Tea, a short-term home sharing network for young professionals and oldies host in London, is an example to demonstrate how sharing your place can help reducing generation gap. Finding the insightful needs and wants of two users, tenant and landlord, and properly matching it together are the key success to leverage service and users experiences.

In this project, my key contribution apart from collaborative research and interview is analysing the service experiences map to find the missing gap along the touchpoints and proposing ways to change or improve the service design.

The project was done within a month which might be a rush in conducting all the research. However, we reached the expected outcome with our teamwork and diverse expertises.

October 2015