Project Description
Problem
Bosch GS APAC aimed to evaluate its internal service quality and customer satisfaction across multiple service lines. Despite continuous improvement efforts, the management team lacked a clear, data-backed understanding of how different business divisions perceived GS performance and value contribution.
Solution
A UX research–driven Service Value Assessment was conducted to systematically measure GS service performance through customer interviews and qualitative analysis. Using the QCD (Quality, Cost, Delivery) and TPP (Technology, People, Process) frameworks, the study identified key improvement areas and delivered actionable insights through a comprehensive UX report.
Background
As part of the 2023 GS APAC OKR initiative “From Bystander to Partner,” this project sought to strengthen GS’s role as a proactive business partner by uncovering customer pain points, clarifying expectations, and prioritizing service optimization opportunities across five service lines.
Process
The project followed a structured UX research workflow, from scoping and stakeholder alignment to data collection and synthesis, culminating in a comprehensive service value assessment report.
Note: As this project is an internal evaluation, some images have been intentionally blurred for confidentiality.
STEP 1 — Project Scoping
Defined project background, research objectives, and timeline.
STEP 2 — Research Design
Collaborated with project owner to iteratively refine the interview guideline (five versions), ensuring balanced coverage across all service lines.
STEP 3 — Interview Preparation
Selected interviewees from key business divisions and coordinated schedules through email invitations.
STEP 4 — Data Collection
Conducted 10 in-depth interviews with internal customers across 7 business divisions and 5 service lines.
STEP 5 — Interview Analysis
Analyzed each interviewee’s feedback on both overall GS performance and the specific service lines they used, identifying expectations and improvement opportunities.
STEP 6 — Service Line Insights
Clustered feedback by service line, extracting insights and improvement themes tailored to each domain.
STEP 7 — Overall GS Insights
Grouped and synthesized comments about overall GS, identifying cross-service pain points and recurring customer perception patterns.
STEP 8 — Persona & QCD Analysis
Developed GS Customer Personas based on satisfaction levels, collaboration attitudes, and expectations. Applied the QCD framework to analyze customer pain points and value perceptions across both service-line and overall perspectives.
STEP 9 — UX Report Delivery
Compiled all findings into a UX report, visualizing Customer Satisfaction Index (CSI), persona insights, and QCD-based recommendations to support GS’s next-phase OKR planning.
Solution
The final deliverable, a UX report, consolidated all qualitative findings into two key sections: GS Customer Personas using QCD Model and Service Line Satisfaction Assessment using the TPP Model. The report visualized customer feedback, satisfaction levels, and improvement opportunities, providing a comprehensive understanding of GS service value and partnership potential.
1. GS Customer Personas (Using QCD Model)
All feedback related to overall GS performance was analyzed through the Quality, Cost, and Delivery dimensions to identify key customer perceptions and expectations.
2. Service Line Satisfaction Assessment (Using TPP Model)
All feedback was grouped by service line and analyzed through the Technology, People, and Process model to evaluate performance and uncover improvement areas.
Results
The UX report provided Bosch GS APAC with clear customer insights, prioritized improvement directions, and strengthened its role as a trusted internal partner aligned with the 2023 OKR goal From Bystander to Partner.
