Design thinking e modelo de negócios em serviços multicanal

: o caso da UBER no Rio de Janeiro

Abstract

The main goal is to apply the main tools used by Service Design Thinking to assist the design of multi-channel service model and facilitating the creation of value for the customers. It is to demonstrate how the focus on the end user can influence your experience in the logic of Service, as well as increase their levels of satisfaction and loyalty. This document also includes an example about the elements introduced from real case study of a technology global company, Uber. Through conducting research/literature exploration and documentary, interactive and creative nature, it is seek to realize in practice the whole adoption process of Service Design Thinking. Several tools are used for the realization of Service Design that takes into account their multiple channels (rapid and distinct interactions). As results, the aim is to show how this approach can be used to create or remodel services, review concepts and ways of relating to them (solving of possible problems and constant feedback), or create innovation and improvements in existing services.

Date of Award	19 Jul 2016
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Ricardo Alexandre Morais (Supervisor)