Joanna Rutkowska
Tallinn University, Estonia
Froukje Sleeswijk Visser
Delft University of Technology, The Netherlands
David Lamas
Tallinn University, Estonia
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Published in: ServDes.2020 Tensions, Paradoxes and Plurality Conference Proceedings, 2-5th February 2021, Melbourne, Australia
Linköping Electronic Conference Proceedings 173:47, p. 525-539
Published: 2020-12-22
ISBN: 978-91-7929-779-4
ISSN: 1650-3686 (print), 1650-3740 (online)
The role of service deliverables in the early phases of service development has been studied both in academia and practice. We lack knowledge on the impact of service deliverables for the later phases of the service development process in which service designers are usually not engaged. In this paper, we aim to understand what attributes of service deliverables help business clients to act upon the deliverables on their own after service designers are gone.
To elicit actionable attributes of service deliverables, e.g., reports, we conducted semi-structured interviews with five leading and recognizable service design consultants from Poland who lead service design consultancies. We identified three categories of actionable attributes of service deliverables: communication, contextual, and transformative attributes. The attributes might support service designers in empowering their clients to make use of the service deliverables in later phases of service development.
service design, service design deliverables, actionable attributes, service development
