Conference article

Service Prototyping According to Service Design Practitioners

Johan Blomkvist
Department of Computer and Info Science (IDA), Linköpings universitet

Stefan Holmlid
Department of Computer and Info Science (IDA), Linköpings universitet

Download article

Published in: Conference Proceedings; ServDes.2010; Exchanging Knowledge; Linköping; Sweden; 1-3 December 2010

Linköping Electronic Conference Proceedings 60:1, p. 1-11

Show more +

Published: 2012-09-20

ISBN: 978-91-7519-770-8

ISSN: 1650-3686 (print), 1650-3740 (online)

Abstract

Current trends in service design research include case studies and similar approaches that aspire to reveal what the practice of service design looks like. The understanding of how service design is performed can serve as a base for future research into more specific research endeavours. One area where knowledge is said to be lacking is service prototyping; part of which knowledge this paper attempts to contribute. The main data source for the paper is findings from in-depth interviews with six practicing service designers from some of the more well-known design agencies. The informants consider service prototyping to be a very important part of their work that allows them to learn and communicate about design ideas. The practitioners’ account of how they work with prototypes indicates that service prototyping has different meanings and that the practice of prototyping is very diverse. The interviews also uncover a number of areas that; according to the designers; might prove extra challenging for service prototyping to be successful. This research shows that there is much potential in the not yet fully formed practice of service prototyping.

Keywords

Service prototyping; interviews; design practice

References

Bitner; M. J. (1990). Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses. The Journal of Marketing ; 54 (2); 69-82.

Blomkvist; J.; Holmlid; S.; & Segelström; F. (2010). This is Service Design Research. In M. Stickdorn; & J. Schneider (Eds.); This is Service Design Thinking. Amsterdam; Netherlands: BIS Publishers.

Diana; C.; Pacenti; E.; & Tassi; R. (2009). Visualtiles - Communication tools for (service) design . First Nordic Conference on Service Design and Service Innovation. Oslo; Norway.

Frayling; C. (1993). Research in Art and Design. Royal College of Art Research Papers . Royal College of Art Research Papers; 1(1):1--5.
Fullerton; B. (2009). Co-Creation in Service Design. interactions ; 6-9.

Holmlid; S.; & Evenson; S. (2007). Prototyping and enacting services: Lessons learned from human-centered methods. 10th Quality in Services conference. Orlando; Florida.

Kimbell; L. (2009a; December 16). A year in designing for service: 2009. Retrieved 05 25; 2010; from Design leads us where exactly?: http://designleadership.blogspot.com/2009/12/year-in-designing-for-service-2009.html

Kimbell; L. (2009b). Insights from Service Design Practice. 8th European Academy of Design Conference; (pp. 249-253). Aberdeen.

Kimbell; L. (2009c). The turn to service design. In G. Julier; & L. Moor; Design and Creativity: Policy; Management and Practice (pp. 157-173). Oxford: Berg.

Kimbell; L.; & Siedel; P. (Eds.). (2008). Designing for Services - Multidisciplinary Perspectives: Exploratory Project on Designing for Services in Science and Technology-based Enterprises;. Oxford: Saïd Business School.

Lim; Y.-K.; Stolterman; E.; & Tenenberg; J. (2008). The Anatomy of Prototypes: Prototypes as Filters; Prototypes as Manifestations of Design Ideas. ACM Trans. Comput.-Hum. Interact ; 15 (2).

Miettinen; S. (2009). Prototyping Social Design in Finland and In Namibia Service Design as a Method for Designing Services for Wellbeing. IASDR 2009: Rigor and Relevance. Seoul.

Ostrom; A. L.; Bitner; M. J.; Brown; S. W.; Burkhard; K. A.; Goul; M.; Smith-Daniels; V.; et al. (2010). Moving Forward and Making a Difference: Research Priorities for the Science of Service. Journal of Service Research ; 13 (1); 4-36.

Rae; J. (2007; September 12). Seek the magic with service prototypes. Retrieved 05 25; 2010; from Bloomberg Busienssweek: http://www.businessweek.com/innovate/content/sep2007/id20070912_418827.htm

Samalionis; F. (2009). Can designers help deliver better services? In S. Miettinen; & M. Koivisto (Eds.); Designing Services with Innovative Methods (pp. 124-135). Keuruu: Otava Book Printing LTD.

Segelström; F. (2009). Communicating through Visualizations: Service Designers on Visualizing User Research. The First Nordic Conference on Service Design and Service Innovation. Oslo.

Segelström; F.; & Holmlid; S. (2009). Visualization as tools for research: Service designers on visualizations. Nordic Design Research Conference. Oslo.

Service Design Tools: Communication Methods Supporting Design Processes. (2009). Retrieved 08 17; 2009; from Service Design Tools: http://www.servicedesigntools.org/repository

Tether; B. (2008). Service design: time to bring in the professionals? In L. Kimbell; & V. P. Siedel (Eds.); Designing for Services - Multidisciplinary Perspectives: Proceedings from the Exploratory Project on Designing for Services in Science and Technology-based Enterprises (pp. 7-9). Oxford; UK: Saïd Business School.

Vanstone; C.; & Winhall; J. (2006). Activmobs. London: Design Council.

Voss; C.; & Zomerdijk; L. (2007). Innovation in Experiential Services – An Empirical View. In DTI (Ed.); Innovation in Services (pp. 97-134). London: DTI.

Zomerdijk; L. G.; & Voss; C. A. (2010). Service Design for Experience-Centric Services. Journal of Service Research ; 13 (1); 67-82.

Citations in Crossref