Prototype Evaluation in Service Design: A Case Study at an Emergency Ward
2011 (English)In: Proceedings of 20th IASDR 2011, International Association of Societies of Design Research (IASDR) , 2011Conference paper (Other academic)
Prototypes based on user research are embodiments of hypotheses about how behaviour and experiences will change. The purpose of prototypes has been discussed in academic literature but in the case of service design, some of that knowledge needs to be re-examined. In Service design, one of the problems is that the impact of prototypes is complex and difficult to predict. A way to counter this dilemma is to put more focus on making the hypotheses explicit and testable. This paper presents a practical process for using designers’ hypotheses to generate survey tools for evaluating the impact of prototypes in service systems. This is also a way for designers to verbalize the purpose of service prototypes in a contextual and situated way. The tool was designed to be quick, easy, and light-weight, to suit the needs of design consultants, and it focused on measuring the experiences of a waiting room from the perspective of the visitors. The process has been applied to a project where the waiting room of an emergency ward was redesigned. The three-step process started with building up the hypothesis structure, where the designers’ assumptions and intentions were used to make a representation of the hypothesis. The next step was formulating questions, where questions that tested the hypothesis were formulated. The last step – making the questionnaire – included the selection of what information to gather and iterative testing of the questions. It was found that the designers did not have a well-defined hypothesis. The suggested process can help designers identify a contextual and situated purpose for prototypes.
Place, publisher, year, edition, pages
International Association of Societies of Design Research (IASDR) , 2011.
service design, prototyping, prototype evaluation
Human Computer Interaction Design
IdentifiersURN: urn:nbn:se:liu:diva-80366ISBN: 978-94-6190-719-6OAI: oai:DiVA.org:liu-80366DiVA: diva2:546608
IASDR 2011: 4th World Conference on Design Research by International Association of Societies of Design Research, and Delft University of Technology, October 31 - November 4, 2011, Delft, the Netherlands