Mapping what actors know when integrating resources
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, 544-550 p.Conference paper (Refereed)
Even though service is described as actors integrating resources to achieve values, research on perspectives on knowledge that these actors have when integrating resources has not been part of service design research. In this paper we experiment with a technique, based in a service scenario, to map what actors know as a consequence of the events in the service process. We suggest that the technique called Service Information Canvas is valuable in a service design toolbox, and give access to understanding of service processes that is not currently available through other design tools.
Place, publisher, year, edition, pages
Linköping: Linköping University Electronic Press, 2016. 544-550 p.
Linköping Electronic Conference Proceedings, ISSN 1650-3686 (print), 1650-3740 (online) ; 125
Service Information Canvas, Diachron, Knowledge exchange
IdentifiersURN: urn:nbn:se:liu:diva-131358ISBN: 9789176857380OAI: oai:DiVA.org:liu-131358DiVA: diva2:970919