Enhancing Customer Experience in the Construction Industry

Abstract

In the recent trend of business strategy development and several design fields, enriching user experience has become the focal point for the innovative researches. This thesis attempts to address this issue, “how to enhance customer experience in the construction industry,” through a case study of Rautaruukki Construction Division. It is a business-to- business relationship between Rautaruukki and its customers. How to develop and enhance user experience in thus context is the objective of the thesis.

The research will produce the result in the form of a interaction design guide for Rautaruukki’s software applications of steel building design. It will indicate the method for developing user experience of software through empirical study and literature review. Furthermore, it will attempt to give insights for other companies also in the B2B business sector.