Inquiry into service processes from the Perspective of ‘Steps’
Year: 2013
Editor: Udo Lindemann, Srinivasan V, Yong Se Kim, Sang Won Lee, John Clarkson, Gaetano Cascini
Author: Tamura, Ryoichi; Honda, Akihiro
Series: ICED
Institution: 1: Kyushu University, Japan; 2: INTAGE Inc.
Page(s): 071-078
ISBN: 978-1-904670-47-6
ISSN: 2220-4334
Abstract
In this paper, our aim is to initiate research into service design by first understanding the current state of service processes. We study investigates and analyzes a wide range of service cases from the perspective of ‘steps’, without referring to such things as the properties or evaluations of the users. We then consider the utility of this perspective. Here, 46 types of existing services are targeted and process steps are extracted according to, for example, changes in the medium by which the service is provided. Successive steps are evaluated according to 5 items and 16 categories for changes in medium, and cluster analysis is performed according to quantification theory type III to classify changes between steps. Relations between this analysis and existing notification methods are also examined. Because we targeted a wide range of service cases and we were unable to touch upon such things as the properties and evaluations of users, we were only able to consider these issues in broad terms, but we believe that we have been able to hint at the importance of the perspective of ‘steps’ for future considerations of service processes.
Keywords: Service design, experience design, product/service systems, service processes, steps