How can small, project-based firms maintain customer relationships after a project ends? In my Bachelor Graduation Project, I explore this question in collaboration with Trihow AG, a Swiss SME specialising in interactive solutions.

Field research shows that trust develops through human connections, co-creation and shared learning. However, fragmented internal processes often prevent consistent Customer Care, making engagement reactive and causing relational knowledge to be lost during handovers.

To address this, I developed The Service Blueprint as an intervention that structures roles, activities and responsibilities across Customer Care. It introduces proactive touchpoints and consolidates all interactions within one system. This helps customer relationships remain active, consistent and meaningful.