2024.08.06

Mr. Yuya Kyomen, a fourth-year student in the Faculty of Global and Science Studies, and Ms. Hana Iwasaki, a graduate, won the Best Poster Award for their research presentation “Practice of service design in project-based problem-solving research (PBL) (part 2) – Analysis and consideration of Employee experience (EX) in solving problems related to automotive maintenance personnel” at the 12th National Conference of the Society for Serviceology (2024) held at the Tokyo Campus of the University of Tsukuba from March 5th (Tue) to 7th (Thu), 2024. This research is the result of project-based problem-solving research (PBL)* conducted in collaboration with Yamaguchi Mazda Co., Ltd. under the supervision of Associate Professor Kazutoshi Sakaguchi and Professor Takatsugu Horike. Specifically, we propose a comprehensive solution to the problem of a shortage of automotive maintenance personnel using service design methods. Through interviews, customer journey maps, and service blueprints to improve employee experience (EX), we visualized the mechanics’ work flow and information flow and clarified the issues. In addition, the company aims to improve EX and acquire new talent by proposing measures such as improving mechanics’ skills and helping them obtain qualifications, and increasing opportunities for interaction with customers and other departments. This method of increasing satisfaction for both employees and customers through service design and improving the performance of the entire organization was recognized for being applicable to other industries.

*Project-based problem-solving research (PBL) : In the fourth year, our faculty trains students in design skills such as critical thinking, creativity, analytical ability, and practical thinking through social practice through a one-year project-based problem-solving research (PBL) program in collaboration with organizations such as companies and local governments.

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