Stefan Holmlid
Department of Computer and Information Science, Linköping University, Sweden
Petra Björndal
ABB Corporate Research / KTH, Royal Institute of Technology, Sweden
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Published in: Service Design Geographies. Proceedings of the ServDes.2016 Conference
Linköping Electronic Conference Proceedings 125:49, p. 544-550
Published: 2016-05-17
ISBN: 978-91-7685-738-0
ISSN: 1650-3686 (print), 1650-3740 (online)
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.
