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- Blomkvist, Johan, 1978-, et al.
(författare)
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Service Design Research : Yesterday, today and tomorrow
- 2010. - 1
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Ingår i: This is Service Design Thinking. - Amsterdam : BIS Publishers. - 9789063692568 ; , s. 308-315
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Bokkapitel (övrigt vetenskapligt/konstnärligt)abstract
- How to design and market services to create outstanding customer experiencesService design thinking is the designing and marketing of services that improve the customer experience, and the interactions between the service providers and the customers. If you have two coffee shops right next to each other, and each sell the exact same coffee at the exact same price, service design is what makes you walk into one and not the other. Maybe one plays music and the other doesn't. Maybe one takes credit cards and the other is cash only. Maybe you like the layout of one over the other, or one has more comfortable seating. Maybe the staff at one is friendlier, or draws fun shapes on the top of their lattes. All of these nuances relate to service design."This Is Service Design Thinking" combines the knowledge of twenty-three international authors and even more online contributors from the global service design community and is divided into three sections: Basics: outlines service design thinking along five basic principlesTools: describing a variety of tools and methods used in Service Design ThinkingCases: vivid examples for the introduced fundamentals with real-life case studies from 5 companies that did inspiring projects within the field of Service DesignAt the end, a one-page "Customer Journey Canvas" is included, which can be used to quickly sketch any service on a single sheet of paper--capturing different stakeholder concerns: e.g. customers, front-line staff and management.
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- Segelström, Fabian, 1982-
(författare)
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Visualisations in Service Design
- 2010
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Licentiatavhandling (övrigt vetenskapligt/konstnärligt)abstract
- Service design is a relatively new field which has its roots in the design field, but utilises knowledge from other disciplines focusing on services as well. The service design field can be described as a maturing field. However, much which is considered knowledge in the field is still based on anecdotes rather than research. One such area is visualisations of insights gained throughout the service design process. The goal of this thesis is to provide a scientific base for discussions on visualisations by describing the current use of visualisations and exploring what visualisations communicate. This is done through two different studies.The first study consists of a series of interviews with practicing service designers. The results show that all interviewees visualise their insights gained throughout the service design process. Further analysis found that there are three main lines of arguments used by the interviewees in regard to why they visualise; as a tool to find insights in the material, to keep empathy with users of the service and to communicate the insights to outside stakeholders.The second study analysed six visualisation types from actual service design projects by service design consultancies. Four different frameworks were used to analyse what visualisations did, and did not, communicate. Two of the frameworks were based on research in service design; the three reasons to visualise as stated in the interviews in study 1 and a framework for service design visualisations. The two frameworks were adapted from other service disciplines; what differentiates services from goods (the IHIP-framework), and a framework focusing on service as the base for all transactions (Service Dominant Logic). It is found that the visualisation types in general are strong in communicating the design aspects of services, but that they have problems in representing all aspects of service as identified in the service literature.The thesis provides an academic basis on the use of visualisations in service design. It is concluded that it seems like the service design community currently sees services as being not-goods, a line of thought other service disciplines have discarded the last ten years and replaced with a view of services as the basis for all transactions. The analysis highlights areas where there is a need to improve the visualisations to more accurately represent services.
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