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Multi-service touchpoint experience: Variation at single-point of entry
Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Science & Engineering. (IxS)ORCID iD: 0000-0002-8234-0652
Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Science & Engineering. (IxS)
2016 (English)Conference paper, Published paper (Refereed)
Abstract [en]

Many service organizations that run several parallel services in the same physical space often incorporate a reception on their premises. The same goes for a trend in public services, where one-stop shops are being designed, online as well as in office environments. The experience such a “portal” creates depends on how well this portal can adapt. In this instance, the reception as a portal can be seen as a touchpoint in the different services of which it is a part. In this paper we will develop an idea around such a single-point of entry for multi-service touchpoint experiences, based on the concepts of variation and adaptability. This paper introduces the concept of touchpoint containers and draws attention to the coordination across services and adaptability required by such portals.

Place, publisher, year, edition, pages
2016.
Keyword [en]
Multi-touchpoint design; Service design; Customer experience
National Category
Design
Identifiers
URN: urn:nbn:se:liu:diva-142082OAI: oai:DiVA.org:liu-142082DiVA: diva2:1151067
Conference
Experience Design for Multiple Customer Touchpoints, workshop in conjunction with NordiCHI'16, October 23-27, 2016, Gothenburg
Projects
Service Design for Innovation (SDIN)
Available from: 2017-10-20 Created: 2017-10-20 Last updated: 2017-11-10Bibliographically approved

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https://blogs.aalto.fi/multixd/files/2016/09/MultiXD16_paper_11.pdf

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Rodrigues, VanessaHolmlid, Stefan

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CiteExportLink to record
Permanent link

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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