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Service Walkthroughs to Support Service Development
Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, The Institute of Technology. (MDA)ORCID iD: 0000-0002-3547-6792
Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, The Institute of Technology. (MDA)
Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, The Institute of Technology. (MDA)
2012 (English)In: ServDes.2012 Conference Proceedings Co-Creating Services; The 3rd Service Design and Service Innovation Conference, Espoo, Finland, 2012, 43-52 p.Conference paper, Published paper (Refereed)
Abstract [en]

Service design is said to be a holistic design approach. This is evident in most service design literature and textbooks but still services are prototyped by focusing on separate parts rather than whole service journeys. In this paper we propose a technique called service walkthrough that can be used to represent whole services. We explore what information can be generated using the technique and how useful it is. We found that the technique helped identify the flow of information, problematic areas, and design opportunities. The prototype was generally well received by the participants. In addition to earning about information, the technique also revealed insights about time and interdependencies of the various parts of the service. Some remarks are also made about when the service walkthrough can be used in the service development process and considerations concerning the fidelity of service walkthroughs.

Place, publisher, year, edition, pages
Espoo, Finland, 2012. 43-52 p.
Series
Linköping Electronic Conference Proceedings, ISSN 1650-3686, E-ISSN 1650-3740 ; 067
Keyword [en]
Service Prototyping, Service Development, Home Delivery Service
National Category
Design
Identifiers
URN: urn:nbn:se:liu:diva-80347ISBN: 978-91-7519-482-0 (print)OAI: oai:DiVA.org:liu-80347DiVA: diva2:546550
Conference
Service Design and Service Innovation Conference, 8-10 February 2012, Espoo, Finland
Available from: 2012-08-23 Created: 2012-08-23 Last updated: 2017-06-12Bibliographically approved

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Blomkvist, JohanÅberg, JohanHolmlid, Stefan

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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