Indie campers: a case study of knowledge management and service design

Brandão, Ananda Alves

http://hdl.handle.net/10400.26/35015

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Authors

Brandão, Ananda Alves

Advisor(s)

Rosa, Carlos Alves

Abstract(s)

This case study analyses the Portuguese startup Indie Campers, by using the MATSKI and Just-in-Time methodologies as framework approaches for a qualitative and quantitative analysis. For this reason, the research plan is based upon customer behaviour and feedback as resources to confirm the hypothesis presented and offer a set of recommendations for the organization. Knowledge management brings a new optic to this analysis by providing a structure for data comprehension and subsequent actions oriented by metrics. Research goals involve the use of these frameworks to improve the customer's journey and general satisfaction, which are also supported by concepts of Communities of Practice and Customer Satisfaction. Further on, this study plans to identify segments to be improved according to MATSKI’s pillars, aiming to create a user-centered approach, reinforcing the community and by creating new iterative internal processes based on co-creation.