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Benefits of External Representations in Service Design: a Distributed Cognition Perspective
Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Filosofiska fakulteten.ORCID-id: 0000-0002-3547-6792
Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Filosofiska fakulteten.
2014 (engelsk)Inngår i: Design journal, ISSN 1460-6925, E-ISSN 1756-3062, Vol. 17, nr 3, s. 331-346Artikkel i tidsskrift (Fagfellevurdert) Published
Abstract [en]

A defining characteristic of service design is the use of external representations, which support designers in making intangible aspects of services accessible and shareable. Both current and future states are externally represented, using different service design techniques, for the purposes of articulating insights, learning, communicating, collaborating, and maintaining empathy for customers. The purposes of, and techniques for, making external representations were compared with benefits of using external representations to think, suggested by the theory of distributed cognition. The analysis indicated that the service design techniques could be divided into two groups; definite and ongoing. The analysis also revealed that none of the included techniques explicitly supported designers in making multiple simultaneous representations of services. The research contributes knowledge about how the externalisations relate to benefits of making external representations, and about how to choose and use different service design techniques based on theories of distributed and situated cognition.

sted, utgiver, år, opplag, sider
Bloomsbury Publishing , 2014. Vol. 17, nr 3, s. 331-346
Emneord [en]
External Representations, Service Design, Cognitive Science, Distributed Cognition
HSV kategori
Identifikatorer
URN: urn:nbn:se:liu:diva-105945DOI: 10.2752/175630614X13982745782849ISI: 000340697900003OAI: oai:DiVA.org:liu-105945DiVA, id: diva2:712534
Tilgjengelig fra: 2014-04-15 Laget: 2014-04-15 Sist oppdatert: 2017-12-05

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