O design aplicado na interação entre cliente e serviço no setor moteleiro: um estudo de caso no Motel Los Pampas localizado em Maceió - AL

Abstract

The motel sector is rapidly growing in Brazil and worldwide. Today, these establishments are concerned with generating strategies to communicate with their customer and an interaction with him or her. In Maceió - AL, this type of enterprise, especially small, still does not follow this type of thinking, making it useful for a small client, which the new scenario of this sector does, which is small for the client, which makes the new scenario of this sector fazógn. Thus, in this work, an analysis was made of the interaction points presented in the customer's journey, through a case study with one of the motels located in the city of Maceió - AL. This was accomplished through a methodology based on analysis and service design tools (STICKDORN; SCHNEIDER 2014), complemented with product design tools (PAZMINO 2015). The study started using the application of the mapping table in operation in the city, for research with object data, then it was applied to the decision matrix of the motel study that served for this object study, the Motel Los Pampas. Subsequently, online interviews were carried out with two groups of people: users and non-users of these services, using a new tool, called “a day in the life”, to understand the motel customer's perspective. After that, the main points of customer interaction with the establishment and the main interactions were identified. Finally, based on these strategies, positions were developed to improve this interaction.