Cristin-resultat-ID: 1133979
Sist endret: 3. januar 2017, 12:47
Resultat
Vitenskapelig foredrag
2014

Components of a Visual Language for Service Design

Bidragsytere:
  • Ragnhild Halvorsrud
  • Eunji Lee
  • Ida Maria Haugstveit og
  • Asbjørn Følstad

Presentasjon

Navn på arrangementet: ServDes 2014 service design and innovation conference
Sted: Lancaster
Dato fra: 9. april 2014
Dato til: 11. april 2014

Arrangør:

Arrangørnavn: Imagination, Lancaster university

Om resultatet

Vitenskapelig foredrag
Publiseringsår: 2014

Beskrivelse Beskrivelse

Tittel

Components of a Visual Language for Service Design

Sammendrag

The increasing interest in service design implies the need for more formal approaches to the analysis, conceptualization, and implementation of services. In particular, this is critical when multiple actors, such as designers, developers, and managers are to apply a service design approach for a customer centric transformation of the organization and its service offerings. In this paper, we present key components of a formal language for the modelling of customer journeys. The language is developed, in particular, to support customer journey analysis and design; its formal character is meant to facilitate an unambiguous communication of a customer journey throughout a service organization, and to bridge the current gap between fuzzy front-end service design and service implementation. Application of the language is illustrated through case studies from a large web-based service provider and a power company.

Bidragsytere

Ragnhild Halvorsrud

  • Tilknyttet:
    Forfatter
    ved Sustainable Communication Technologies ved SINTEF AS

Eunji Lee

  • Tilknyttet:
    Forfatter
    ved Sustainable Communication Technologies ved SINTEF AS
Inaktiv cristin-person

Ida Maria Haugstveit

  • Tilknyttet:
    Forfatter
    ved Sustainable Communication Technologies ved SINTEF AS

Asbjørn Følstad

  • Tilknyttet:
    Forfatter
    ved Sustainable Communication Technologies ved SINTEF AS
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