SERVICE DESIGN TO IMPROVE CUSTOMER SERVICE – STUDY OF SEBRAE PARANA HEADQUARTERS

Brazilian Micro and Small Business Support Service (SEBRAE) is an expert in small business development in Brazil, its role is to foster entrepreneurship, provide guidance to help small businesses to grow and generate more employment, therefore helping to develop the Brazilian economy.

Demand:  SEBRAE asked DUCO for a study on the efficiency and harmony of its facilities, with regard to the structural and functional dynamics of the customer service area. DUCO, in partnership with service design specialists professionals Kleber Puchaski and Joao Pedro Marques Mion, proposed a study based on the opinions and needs of the facility’s users as well as adopt several user centered design research techniques.

Approach: The solution for this project was to adopt a service design approach with studies of all the people who use the SEBRAE facilities; members of staff, visitors and advisors. It included analysing how people move in the facilities, the flow of people and cars in the outside areas, and envisioning which solutions would be the most efficient and enjoyable for visitors and employees. Workshops, observations, consultations, flow studies, tools such as user journey analysis and points of contact were utilised.

Delivery: The final report of the findings along with recommendations and guidelines for improvements was presented to the senior directors of SEBRAE.