Enhancing Customer Experience Through Sensory Perception : Case Restaurant Más

The commissioner for this product-based thesis is Scandic Simonkenttä. This product- based thesis aims to enhance the customer experience through sensory perception in the case company restaurant Más. The objectives focused significantly on sense perception and how to use sense stimulation in restaurant premises. The created product will help the commissioner to increase the restaurant’s visibility and overall customer experience. The thesis process begun in February 2021 and finished in May 2021. Secondary analysis was conducted to gather data on sensory perception and the topic of experience creation. Based on the data, literature research was created to support the cre- ated product. Other factors, such as engram and synaesthesia, were studied to gain depth into the research and to deepen the created product further. Author’s own framework includes the most relevant topics gathered from the literature re- search and concludes them to one cohesive table. The author used the framework to de- sign and develop his product to the final extent. The primary research, a quantitative semi- structured questionnaire, and a qualitative semi-structured interview were conducted to in- clude the employees' initiatives and the management team of Scandic Simonkenttä. The questionnaire included 13 questions for the seven employees working in restaurant Más. The author also conducted three qualitative interviews for the management team. The product of this thesis is presented in the appendix. The recommendations for enhanc- ing customer experience through sensory perception were created to give tangible exam- ples to the commissioner company on enhancing the customer experience in restaurant Más. It is a practical handbook which can be used in the process of developing the restau- rant concept. The referencing in this thesis is done in Harvard style