# OSHClub Service Design Analysis & Enrolment UX Case Study
> An analysis of OSHClub's service design, focusing on reducing enrolment drop-off rates and improving the childcare servicescape using Bitner's framework.

Tags: service-design, ux-case-study, customer-journey, servicescape, childcare-services, enrolment-optimization, business-innovation
## Slide 1: OSHClub Service Design Analysis
*   Title: Enrolment & Servicescape Improvement.
*   Presented by: Group 80 (Maks, Natasha, Avishka, Ashwin).
*   Subject: Service Design & Innovation.

## Slide 2: Current Service Blueprint Fail Points
*   **96.1% drop-off rate** observed during the KidSoft redirect.
*   **Fail Point 1:** Lack of preparation guidance (CRN, medical forms).
*   **Fail Point 2:** Trust breakdown due to branding shifts.
*   **Fail Point 3:** Process complexity (9-step enrolment, mobile-unfriendly).

## Slide 3: Redesigned Service Blueprint
*   **Step 1:** Preparation Hub with checklists and mobile-first guides.
*   **Step 2:** Branded enrolment stay on the OSHClub platform.
*   **Step 3:** Guided 4-step process with progress indicators.
*   **Step 4:** Instant confirmation and welcome email.

## Slide 4: Current Servicescape Analysis
*   Based on Bitner (1992).
*   Problem: Environment feels too much like 'Just School'.
*   Issues: Lack of dedicated color schemes, weak branding, and school-dominated walls leading to low child engagement.

## Slide 5: Servicescape Improvement - New Design
*   **Space & Functionality:** Creation of 'Active Play' and 'Quiet' zones.
*   **Signs & Artefacts:** Multilingual signage and color-coded zones.
*   **Ambient Conditions:** Warm lighting and calm background music to create a nurturing atmosphere.

## Slide 6: Key Takeaways
*   Proposed changes aim to resolve the 96.1% drop-off rate.
*   Mobile-first design is critical as 67% of users are on mobile.
*   Consistent branding and physical environment shaping (servicescape) build long-term trust and child well-being.
---
This presentation was created with [Bobr AI](https://bobr.ai) — an AI presentation generator.