Service co-design using online ideation and face-to-face testing: Case City Adventure

Pirjo Näkki
P.O. Box 1000, 02044 VTT, Finland

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Ingår i: ServDes.2012 Conference Proceedings Co-Creating Services; The 3rd Service Design and Service Innovation Conference; 8-10 February; Espoo; Finland

Linköping Electronic Conference Proceedings 67:19, s. 177-188

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Publicerad: 2013-10-16

ISBN: 978-91-7519-482-0

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


Service co-design with users offers great potential for companies. However; it can be difficult to reach potential users and only a small group can be involved in face-to-face co-design sessions. Online tools offer new possibilities for co-designing services with larger user groups regardless of time and place. This paper presents a case study; in which 36 users participated in the online co-design of a city adventure service and six of them also tested a service prototype in the real world. We studied how online ideation and face-to-face testing can be combined; and how the different methods support each other. Online ideation proved to be an effective method for collecting users’ general expectations and provided inspiration for development; whereas face-to-face service testing resulted with more concrete development suggestions. The results suggested that the combination of online co-design and real world testing leads to rich and extensive user input.


Co-design; consumer services; online ideation; service testing


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