Marimekko Service Design Presentation

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Marimekko Service Design Presentation

  1. 1. SERVICE JOURNEY AND CUSTOMER EXPERIENCE IN MARIMEKKO SHOP BERLIN
  2. 2. Products are easy to manufacture.
  3. 3. SERVICECANNOTBE COPIED
  4. 4. Marimekko has a long-term international growth strategy;its goal is to grow and succeed in the international arena asa Finnish design company that has a strong identity.Marimekko shop Berlin was opened on November 2010.Are the needs, expectations and experiences of thecustomers meeting with the service the company isoffering? “Marimekko” Google image search. Nov. 2011
  5. 5. TOOLS
  6. 6. DESIGN BOXDESIGN QUESTONNAIRECUSTOMER JOURNEY MAP WITH OPEN END COMMENTSMOST STUNNING PLACES IN MARIMEKKO SHOP - TAKING PICTURES
  7. 7. Made by both the loyal customers and selected shop visitors.
  8. 8. “ It is sometimes difficult to keep yourself in a good sellingmood, if there is nobody in there = no reason…” “ To see other people in different Marimekko-looks must be inspiring for other customers.”“I would like to give every customer a ―virgin feeling, like they can come in a nicelooking store and discover something beautiful, not to come in and notice that 1000others were already here”
  9. 9. Written by the sales persons.
  10. 10. HOW TO MAKE MARIMEKKO SHOP THE WORLD OF EXPERIENCES?HOW THE PERSONNEL CAN FACILITATE CUSTOMER’S PURCHASE DECISION?
  11. 11. TOOLS
  12. 12. Persona and Touch point messages.
  13. 13. Only defined target group: If Marimekko would have only one customer she would be like this.
  14. 14. One touch point example.
  15. 15. CHANGING MIND SETWhen the customer enters the shop, the sales person canimmediately imagine this persona and the experience orproducts she might look for.When the customer continues her journey and faces sometouch points and departments the sales person also knowshow to act on the right way.This change in service mind set will lead to satisfiedcustomers and growth in sales.
  16. 16. Evaluating the development proposalsSelecting the most interesting onesand prioritization steps to continuePrototypingThe PilotSelecting indicatorsTaking up the challenge
  17. 17. SELL SERVICE DESIGN MARIMEKKO SHARE THE STORY
  18. 18. If you don’t know, ask those who know more.
  19. 19. THANK YOU!The whole work, comments, anything.AINI HOMMAaini.homma@gmail.com358400495883

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