All rights reserved. Image copyrights are owned by Marimekko

1. SERVICE JOURNEY AND CUSTOMER EXPERIENCE IN MARIMEKKO SHOP BERLIN

2. Products are easy to manufacture.

3. SERVICE
CANNOT
BE COPIED

4. Marimekko has a long-term international growth strategy;
its goal is to grow and succeed in the international arena as
a Finnish design company that has a strong identity.
Marimekko shop Berlin was opened on November 2010.
Are the needs, expectations and experiences of the
customers meeting with the service the company is
offering?
“Marimekko” Google image search. Nov. 2011

5. TOOLS

6. DESIGN BOX
DESIGN QUESTONNAIRE
CUSTOMER JOURNEY MAP WITH OPEN END COMMENTS
MOST STUNNING PLACES IN MARIMEKKO SHOP - TAKING PICTURES

8. Made by both the loyal customers and selected shop visitors.

9. “ It is sometimes difficult to keep yourself in a good selling
mood, if there is nobody in there = no reason…”
“ To see other people in different Marimekko-looks must be
inspiring for other customers.”
“I would like to give every customer a ―virgin feeling, like they can come in a nice
looking store and discover something beautiful, not to come in and notice that 1000
others were already here”

10. Written by the sales persons.

11. HOW TO MAKE MARIMEKKO SHOP
THE WORLD OF EXPERIENCES?
HOW THE PERSONNEL CAN FACILITATE
CUSTOMER’S PURCHASE DECISION?

12. TOOLS

13. Persona and Touch point messages.

14. Only defined target group:
If Marimekko would have only one customer she would be like this.

15. One touch point example.

16. CHANGING MIND SET
When the customer enters the shop, the sales person can
immediately imagine this persona and the experience or
products she might look for.
When the customer continues her journey and faces some
touch points and departments the sales person also knows
how to act on the right way.
This change in service mind set will lead to satisfied
customers and growth in sales.

17. Evaluating the development proposals
Selecting the most interesting ones
and prioritization
steps to continue
Prototyping
The Pilot
Selecting indicators
Taking up the challenge

18. SELL
SERVICE DESIGN MARIMEKKO
SHARE THE STORY

19. If you don’t know, ask those who know more.

21. THANK YOU!
The whole work, comments, anything.
AINI HOMMA
aini.homma@gmail.com
358400495883