Metodología desing thinking para la optimización del servicio al cliente en empresas públicas y privadas del municipio de Cúcuta

Abstract

The research article focuses on determining the effectiveness of Design Thinking tools for optimizing customer service in public and private companies. This objective is developed through applied research, with a descriptive scope and a qualitative approach. The methodology is divided into three phases: Phase 1 involves the appropriation of the Design Thinking methodology; Phase 2 focuses on fieldwork; and Phase 3 measures the impact of the Design Thinking methodology on customer service and attention. To develop the research phases, a finite population of public and private companies in the city of Cúcuta is identified, using non-probability convenience sampling. Consequently, the sample is determined based on companies that express interest in participating in the research. During the fieldwork, research instruments such as a checklist and a questionnaire are applied using observation techniques and semi-structured interviews, respectively. From a pedagogical perspective, the research project represents an opportunity to apply innovative tools in the teaching–learning process.