Konferensartikel

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

Ladda ner artikel

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

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

Visa mer +

Publicerad: 2016-05-17

ISBN: 978-91-7685-738-0

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

Abstract

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.

Nyckelord

Service Information Canvas, diachron, knowledge exchange

Referenser

Bitner, M. J., Ostrom, A. L., & Morgan, F. N. (2008). Service Blueprinting: A practical Technique for Service Innovation. California Management Review , 50 (3), 66-94.

Blomkvist, J., Anundi, D., Rankin, A., Holmlid, S. (2010). Barrier analysis as a design tool in complex safety critical. In proceedings from Design Research Society (DRS) 2010. Montreal, July 7-9

Blomkvist, J., Segelström, F. (2014). Benefits of external representations in service design: A distributed cognition perspective. The Design Journal 17(3):331-346.

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

Grönroos, C. (2008). Service logic revisited: who creates value? And who co-creates? European Business Review, Vol. 20, No. 4, pp. 298-314

Patrício, L., R. P. Fisk, J. F. e. Cunha and L. Constantine (2011). Multilevel Service Design: From Customer Value Constellation to Service Experience Blueprint. Journal of Service Research, 14(2): 180-200

Polaine, A., Løvlie, L., & Reason, B. (2013). Service design - From Insight to Implementation. New York: Rosenfeld media Rasmussen, J. (1983). Skills, rules and knowledge: Signals, signs and symbols, and other distinctions in human performance models. IEEE Transactions on Systems, Man and Cybernetics, 13(3), 257-266.

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

Segelström, F., Holmlid, S. (2011). Service design visualisations meet service theory: strengths, weaknesses and perspectives. Proceedings of Art & Science of Service, San Jose

Shostack, L. (1984). Designing Services that Deliver. Harvard Business Review , 62 (1), 133-139.

Shostack, L. (1982). How to Design a Service. European Journal of Marketing (161), 49-63.

Citeringar i Crossref