Conference article

Spicing up public journeys - Storytelling as a design strategy

Sandra Viña
Aalto University, School of Arts, Design and Architecture, Finland

Tuuli Mattelmäki
Aalto University, School of Arts, Design and Architecture, Finland

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

Linköping Electronic Conference Proceedings 60:7, p. 77-86

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Published: 2012-09-20

ISBN: 978-91-7519-770-8

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

Abstract

The paper is based on an ongoing research that aims at studying how storytelling approaches can be applied in designing public customer journeys and service environments. It first introduces briefly how storytelling has been applied in designing service experiences then introduces the research project Spice and its context and approach. Finally; the paper describes and reflects upon an example case and; how storytelling has been applied in gathering and creating stories as well as creating concept ideas.

Keywords

Storytelling; customer journey; metropolitan railway systems

References

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