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Components of a Visual Language for Service Design

Components of a Visual Language for Service Design

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Sammendrag
The increasing interest in service design implies the need for more formal approaches to the analysis, conceptualization, and implementation of services. In particular, this is critical when multiple actors, such as designers, developers, and managers are to apply a service design approach for a customer centric transformation of the organization and its service offerings. In this paper, we present key components of a formal language for the modelling of customer journeys. The language is developed, in particular, to support customer journey analysis and design; its formal character is meant to facilitate an unambiguous communication of a customer journey throughout a service organization, and to bridge the current gap between fuzzy front-end service design and service implementation. Application of the language is illustrated through case studies from a large web-based service provider and a power company.
Oppdragsgiver
  • Norges forskningsråd / 219606
Språk
Engelsk
Forfatter(e)
Institusjon(er)
  • SINTEF Digital / Software and Service Innovation
År
2014
Publisert i
Linköping Electronic Conference Proceedings
ISSN
1650-3686
Forlag
Linköping University Electronic Press
Bok
ServDes.2014 Service Future, Proceedings of the fourth Service Design and Service Innovation Conference, Lancaster University, United Kingdom, 9-11 April 2014
Hefte nr.
.
ISBN
978-91-7519-280-2
Side(r)
291 - 300