liu.seSearch for publications in DiVA
Change search
ReferencesLink to record
Permanent link

Direct link
Using Service Walkthroughs to Co-Create Whole Service Experiences
Linköping University, Department of Computer and Information Science. Linköping University, Faculty of Science & Engineering. (IxS)ORCID iD: 0000-0002-3547-6792
Huddle design pty ltd, level 6 90 William street, Melbourne 3000, Australia.
2012 (English)In: ISIDC 2012, 2012, Vol. 3Conference paper (Other academic)
Abstract [en]

A process for prototyping whole services rather than individual parts in isolation is needed. Prototyping services is different from prototyping physical products, yet many designers still use traditional approaches to prototype services, focussing on specific parts rather than whole services. This is especially surprising considering the descriptions of service design as a holistic approach in research. In this paper we suggest and describe a service prototyping technique termed service walkthrough. The service walkthrough technique allows access to service experiences from a holistic point of view, representing not only specific parts (service moments or touchpoints) but also transitions and coherence of the service proposition. In this case, 25 walkthroughs were conducted by a service design agency in Australia. The approach was iterative in the sense that the customer journey was redesigned continuously, and it was enacted by designers supported by scripts for behaviours based on a previous research phase. The walkthroughs were conducted in a lab with actual customers of the client and used low-fidelity props and collateral. Errors were introduced during the walkthrough to gain a better understanding of what expectations the customers have on the service. The walkthrough technique allowed the designers to understand the service experience in an embodied and holistic way. The walkthrough also emphasised empathy for the experience of the intended customers and other stakeholders in the service. More time in between iterations and dynamic roles might improve the approach.

Place, publisher, year, edition, pages
2012. Vol. 3
National Category
Human Computer Interaction Design
URN: urn:nbn:se:liu:diva-118697OAI: diva2:816427
International Service Innovation Design Conference
Available from: 2015-06-03 Created: 2015-06-03 Last updated: 2015-06-18Bibliographically approved

Open Access in DiVA

fulltext(220 kB)74 downloads
File information
File name FULLTEXT01.pdfFile size 220 kBChecksum SHA-512
Type fulltextMimetype application/pdf

Search in DiVA

By author/editor
Blomkvist, Johan
By organisation
Department of Computer and Information ScienceFaculty of Science & Engineering
Human Computer InteractionDesign

Search outside of DiVA

GoogleGoogle Scholar
Total: 74 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

Total: 37 hits
ReferencesLink to record
Permanent link

Direct link