Trying before Buying: The Development of a Starter Offering for Needs-Based Cleaning Services
Publicerad
Författare
Typ
Examensarbete för masterexamen
Master's Thesis
Master's Thesis
Modellbyggare
Tidskriftstitel
ISSN
Volymtitel
Utgivare
Sammanfattning
The usage of IoT solutions is emerging fast in all sorts of areas. One of the businesses
where this trend is uprising is the cleaning industry. Sensors are for example im plemented to track visitor traffic, supply consumption and predict cleaning needs.
Global hygiene and health company Essity is delivering a B2B service for needs
based-cleaning. This thesis is made on behalf of Essity, and aims to research and
develop a concept for an introduction service to enable customers to test the service
before implementing it for their whole business and support Essity in reaching new
customers.
The project was initiated by the making of a market and company analysis, estab lishing opportunities in the cleaning industry market. To gain better understanding
of the key factors driving customer value, qualitative customer needs research was
performed as a next step. Due to the service oriented nature of the offering, the con cepts were developed and evaluated in an iterative process where interviewees were
involved in several steps. When the most promising concept had been identified, the
service was developed more in detail to provide a better visualization of the concept.
The results from the customer needs research showed a need of adaptability re garding both size and data collected. Another key insight was the need of providing
support in both the implementation and evaluation of the offering. This resulted in
a proposed Starter Offering promoted by sales calls, however the system is adapted
to let customers order it by themselves. The sensors are ordered in predefined kits
with possible addition of other types of sensors. This gives the customer ability to
adapt the offering to their business needs.
The research during the project answered the first research question What are the
key factors determining customer value in an introduction service for needs based
cleaning?. Using this information, the service concept was developed to drive cus tomer value during the whole customer journey. By this the second research question
How can an introduction service be designed to support the customer during their
whole journey, from discovery to potential scaling? was answered as well. Moving
forward, further research needs to be done in order to develop the internal processes
of Essity.
Beskrivning
Ämne/nyckelord
IoT, PSS, Cleaning services, Service design.