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Involving stakeholders towards service implementation: Co-designing change of practices using a visual language
Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Science & Engineering. (Interaction and Service Design)
JAM Visual Thinking, the Netherlands.
2017 (English)In: Design journal, ISSN 1460-6925, E-ISSN 1756-3062, Vol. 20, no sup 1, p. 531-549Article in journal (Refereed) Published
Abstract [en]

Service implementation is complex and multifaceted. In this paper, wefocus on change of practices for actors in an organisation as one of these facets.Successful value co-creation requires different service actors to work together.Therefore, successful realisation of change of practices requires these actors to havea shared mental model of (consequences of) such change, both for themselves andfor the collaboration with other actors.We argue that collaborative development and use of a visual language can functionas boundary object that can facilitate conversations and development of sharedunderstanding regarding service implementation as change of practices, ifconnotative meaning of the words in the language is defined by those who use it.We use data from a workshop in the context of implementing a change of practicesto show how this can work and reflect on what role designers can have in thetransition towards service implementation.

Place, publisher, year, edition, pages
Routledge, 2017. Vol. 20, no sup 1, p. 531-549
Keywords [en]
service implementation, change of practices, visual language, boundary object, shared understanding, co-design, value co-creation
National Category
Design
Identifiers
URN: urn:nbn:se:liu:diva-137497DOI: 10.1080/14606925.2017.1353002ISBN: 978-1-138-09023-1 (electronic)OAI: oai:DiVA.org:liu-137497DiVA, id: diva2:1144718
Conference
EAD12: the 12th European Academy of Design Conference: Design for Next, April 12 - 14, 2017, Rome, Italy
Funder
VINNOVA, 2014-03942
Note

Funding agencies: Vinnova [2014-03942]

Available from: 2017-09-27 Created: 2017-09-27 Last updated: 2018-02-21Bibliographically approved

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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