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Low threshold service design: desktop walkthrough
Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Science & Engineering.ORCID iD: 0000-0002-3547-6792
Linköping University.
Linköping University.
2016 (English)In: Service design geographies: Proceedings of the ServDes.2016 Conference / [ed] Nicola Morelli, Amalia de Götzen, Francesco Grani, Linköping: Linköping University Electronic Press, 2016, 154-166 p.Conference paper (Refereed)
Abstract [en]

This paper introduces the first academic characterisation of the desktop walkthrough technique. Desktop walkthrough is considered here as a service design technique using a collaboratively built miniature environment to construct knowledge about a specific service. It is further examined as a technique for rapidly exploring and designing a service concept. The analytical lens of the paper is outlined from socio-cultural theories on human development where any human action is developed from, and emulated by, social interactions and the intellectual and physical artefacts herein. The analysis shows that desktop walkthrough enabled teams to design a holistic service journey with low threshold usage, and provided a means for exploring and designing the complexity of customer journeys and the backstage organizational processes.

Place, publisher, year, edition, pages
Linköping: Linköping University Electronic Press, 2016. 154-166 p.
Series
Linköping Electronic Conference Proceedings, ISSN 1650-3686 (print), 1650-3740 (online) ; 125
Keyword [en]
Desktop walkthrough, Design games, Case study, Activity theory
National Category
Computer Systems
Identifiers
URN: urn:nbn:se:liu:diva-131353ISBN: 9789176857380OAI: oai:DiVA.org:liu-131353DiVA: diva2:970911
Conference
ServDes.2016
Available from: 2016-09-15 Created: 2016-09-15 Last updated: 2016-09-15Bibliographically approved

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http://www.ep.liu.se/ecp/article.asp?issue=125&article=013&volume

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