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Multi-Touchpoint Design of Services for Troubleshooting and Repairing Trucks and Buses
Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Science & Engineering. (Interaction and Service Design)
Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Science & Engineering. (Interaction and Service Design)
2016 (English)Conference paper, Published paper (Refereed)
Abstract [en]

For professional transport companies, the time that a vehicle is not used for work – the downtime of a vehicle – is costly. In this paper, we introduce a research project that aims to speed up troubleshooting for trucks and buses through a combination of process improvements and development of software support. The result is a service that consists of multi-touchpoint encounters. During the project, we want to investigate how multi-touchpoint encounters can be represented, introduce the concept of implementation during the design of multi-touchpoint services and explore the consequences of the presence of multiple (non-)human actors that follow from multi-touchpoint encounters. We discuss preliminary results regarding these aspects. Thereby, we contribute with knowledge about how multi-touchpoint service encounters can be explored and how their implementation can be discussed as part of the process of designing them.

Place, publisher, year, edition, pages
2016.
Keywords [en]
Multi-touchpoint design, service design, service implementation, Service Logic
National Category
Human Computer Interaction
Identifiers
URN: urn:nbn:se:liu:diva-138757OAI: oai:DiVA.org:liu-138757DiVA, id: diva2:1114246
Conference
Experience Design for Multiple Customer Touchpoints, workshop in conjunction with NordiCHI'16, October 23-27, 2016, Gothenburg, Sweden
Funder
VINNOVA, 2014-03942Available from: 2017-06-22 Created: 2017-06-22 Last updated: 2018-01-13

Open Access in DiVA

fulltext(116 kB)37 downloads
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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