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Benefits of Service Level Prototyping
Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Arts and Sciences. (IxS)ORCID iD: 0000-0002-3547-6792
2016 (English)In: The Design Journal, ISSN 1460-6965, Vol. 19, no 4, 545-564 p.Article in journal (Refereed) Published
Abstract [en]

This paper discusses the impact ofservice design by zooming in on the case of serviceprototyping. It is suggested that prototyping servicesis different from prototyping in other disciplinesand shows how by discussing prototyping ondifferent levels. On the service level of prototyping,a technique called ‘service walkthrough’ can be away to understand whole service experiences. Theservice walkthrough was used in three cases. On anabstract level, what the service walkthrough addsis a technique for service design that allows explorationof the relationship between touchpoints suchas composition, continuity, and consistency. In thecases studied, the walkthroughs increased empathyfor different roles in the services while generating insightsabout e.g. technical requirements, transitionsbetween touchpoints, and expectations at variousmoments of the service. The paper ends with a discussionabout the relationship between touchpointsand the potential scope of the service walkthroughtechnique.

Place, publisher, year, edition, pages
Abingdon, UK, 2016. Vol. 19, no 4, 545-564 p.
Keyword [en]
service design, prototypes, case studies, design techniques, service walkthrough
National Category
Design
Identifiers
URN: urn:nbn:se:liu:diva-142074DOI: 10.1080/14606925.2016.1177292OAI: oai:DiVA.org:liu-142074DiVA: diva2:1150965
Available from: 2017-10-20 Created: 2017-10-20 Last updated: 2017-11-29

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CiteExportLink to record
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Citation style
  • apa
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  • Other style
More styles
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  • de-DE
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  • en-US
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  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf