MS3123 Reflective Learning Blog of Fong Wai Lam Libby (55689489)
Welcome to the Reflective Learning Blog of Fong Wai Lam Libby (55689489). In this blog, I have recorded my learning journey throughout this semester. Lecture 2 - Service design In this lecture, we learnt ways to improve customer flow by studying the case of Saladstop!. Saladstop! is a fast-food restaurant selling healthy food. The restaurant has faced several quality issues which hinder customer satisfaction, for example, there is confusing and disorderly customer flow, long waiting time during the lunch period etc. To tackle these problems, we have learnt 5 steps methods to solve the problems. The first step is to define customer persona to identify expectations of different customers. The second step is to create a customer journey map for each persona, followed by the third & fourth steps to identify key similarities, differences, and pain points faced by customers. Lastly, we can develop HMW questions for each pain point and make recommendations to solve the proble...