Service Walkthroughs to Support Service Development
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 (Refereed)
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.
Linköping Electronic Conference Proceedings, ISSN 1650-3686 (print), 1650-3740 (online) ; 067
Service Prototyping, Service Development, Home Delivery Service
IdentifiersURN: urn:nbn:se:liu:diva-80347ISBN: 978-91-7519-482-0 (print)OAI: oai:DiVA.org:liu-80347DiVA: diva2:546550
Service Design and Service Innovation Conference, 8-10 February 2012, Espoo, Finland