Mapping What Actors Know When Integrating Resources: Towards a Service Information Canvas

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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Ingår i: Service Design Geographies. Proceedings of the ServDes.2016 Conference

Linköping Electronic Conference Proceedings 125:49, s. 544-550

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Publicerad: 2016-05-17

ISBN: 978-91-7685-738-0

ISSN: 1650-3686 (tryckt), 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.


Service Information Canvas, diachron, knowledge exchange


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