Knowledge Base Repository
In addition to research papers, the Design Society is developing several valuable resources for those interested in the study of design. These include a repository of PhD theses, a library of case studies and transcripts of design activities, and an archive of our newsletters. Please note that these resources are accessible exclusively to Design Society members.
Making Services Tangible for Differentiating Between Stakeholder Understandings
Makinen, Samuli; Helminen, Pia
Type:
Year:
2014
Editor:
Miko Laakso, Kalevi Ekman
Author:
Series:
NordDESIGN
Institution:
Aalto University, Finland
Section:
Users in design and development
Page(s):
426-436
ISBN:
978-1-904670-58-2
Abstract:
For successful service design, it is vital to be aware of the varying and often remarkably different stakeholder understandings of a service. However, the intangible nature of services results in difficulties in making visible these understandings. Existing approaches for gaining a contextual understanding of service use tend to stumble against problems caused by services’ nature, or are simply too laborious. After our experimentation in the redesigning of a complex online service, we report on a potentially elegant technique we call collaborative physical modeling (CPM) which appears to make visible the varying stakeholder understandings via tangibilizing a service. The outcome of the technique is a structured understanding of a service achieved in a quick and not resource-intensive way. CPM seems a viable technique for service designers, helping them to have more focused discussions on what issues need to be considered in the design process both in development and use side.
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