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Discovering Service Variations through Service Prototyping
Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska fakulteten.ORCID-id: 0000-0002-8234-0652
Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska fakulteten.ORCID-id: 0000-0002-2529-4303
2017 (engelsk)Inngår i: Design journal, ISSN 1460-6925, E-ISSN 1756-3062, Vol. 20, s. S2247-S2257Artikkel i tidsskrift (Fagfellevurdert) Published
Abstract [en]

Designing services require embracing the variability that makes it unique. This paper investigates how the use of a service prototyping technique enables participants to explore the variations inherent in services. The video data are analyzed using qualitative content analysis and the articulated variations are abstracted as categories. The resulting categories are then mapped across the service logic framework and the corresponding provider, joint and patient spheres. This paper aims to contribute to research on service prototyping by augmenting the use of prototyping methods to gain an understanding of the sources and possibly types of variations in a particular service. It clarifies how prototyping a service allows people untrained in design to diagnose variations that may occur in a future service and the decision-making process in accommodating variation. Further, the knowledge gained enables improved value co-creation opportunities in a service.

sted, utgiver, år, opplag, sider
ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD , 2017. Vol. 20, s. S2247-S2257
Emneord [en]
Service Design; Service Logic; Service Prototyping; Variation; Value co-creation
HSV kategori
Identifikatorer
URN: urn:nbn:se:liu:diva-145264DOI: 10.1080/14606925.2017.1352741ISI: 000419738000185OAI: oai:DiVA.org:liu-145264DiVA, id: diva2:1184436
Konferanse
12th International Conference of the European-Academy-of-Design (EAD)
Merknad

Funding Agencies|European Union [642116]

Tilgjengelig fra: 2018-02-21 Laget: 2018-02-21 Sist oppdatert: 2019-06-13

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