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Discovering Service Variations through Service Prototyping
Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Science & Engineering.ORCID iD: 0000-0002-8234-0652
Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Science & Engineering.ORCID iD: 0000-0002-2529-4303
2017 (English)In: Design journal, ISSN 1460-6925, E-ISSN 1756-3062, Vol. 20, p. S2247-S2257Article in journal (Refereed) 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.

Place, publisher, year, edition, pages
ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD , 2017. Vol. 20, p. S2247-S2257
Keywords [en]
Service Design; Service Logic; Service Prototyping; Variation; Value co-creation
National Category
Design
Identifiers
URN: urn:nbn:se:liu:diva-145264DOI: 10.1080/14606925.2017.1352741ISI: 000419738000185OAI: oai:DiVA.org:liu-145264DiVA, id: diva2:1184436
Conference
12th International Conference of the European-Academy-of-Design (EAD)
Note

Funding Agencies|European Union [642116]

Available from: 2018-02-21 Created: 2018-02-21 Last updated: 2019-06-13

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • oxford
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf