Verification of Service Design Method through Application to Example Services

PurposeA good customer experience means meeting the customer expectation. Thus, unexpected customer experience is usually a good point to initiate improvement or innovation for product or service design. Attempting to enhance the customer experience in the customer journey, this study aims to demonstrate a customer journey centred service design approach to receive the design requirements based on customers' needs and to use a systematic approach to generate solutions.Design/methodology/approachA holistic service design method named 3E model was proposed. It integrates customer experience journey map (CXJM), the theory of inventive problem solving (TRIZ) and service assembly and service replacement mechanism into three design stages. In stage 1, CXJM is enhanced with emotional range analysis to identify the customer pain points as well as customers' requirements (CRs) in exhibition, tourism and hotel sectors for initializing service design. Stage 2 investigates the specific design requirements (DRs) of the smart exhibition system and the contradictions. Then, the innovative principles were analyzed. In Stage 3, expected exhibition service system was designed.FindingsThe new service system which named the smart expo system based on information and communication technology (ICT) is proposed. It consists of “Tourism Link assists”, “i-Kaohsiung hotel service center”, “Smart AEC” and “O2O e-tickets”.Originality/valueThe proposed 3E model builds a systematic and coherent design method for the smart exhibition service area. It provides the linkage and action-oriented guidance from customer pain points, service parameters, innovative principles to solutions.

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Knowledge Transfer in Product-Based Service Design

Advances in Marketing, Customer Relationship Management, and E-Services - Progressive Trends in Knowledge and System-Based Science for Service Innovation ◽

10.4018/978-1-4666-4663-6.ch014 ◽

2014 ◽

pp. 258-272 ◽

Cited By ~ 1

Author(s):

Naoshi Uchihira

Keyword(s):

Knowledge Transfer ◽

Design Method ◽

Service Design ◽

Design Methods ◽

Systematic Design ◽

Manufacturing Companies ◽

Design Processes ◽

Structured Design ◽

Service Businesses

Recently, manufacturing companies have been moving into product-based service businesses in addition to providing the products themselves. It is not easy for engineers in manufacturing companies to create new service businesses. In order to design product-based services more effectively and efficiently, systematic design methods suitable for the service businesses have been proposed, which provide design processes, checklists, and patterns. However, inexperienced designers still feel difficulties because they cannot understand the meaning of the checklists and patterns. In this chapter, the authors propose knowledge transfer in product-based service design, in which structured design cases are used to understand and utilize the checklists and patterns in the service design method called DFACE-SI.

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Gamification of the Customer Journey at a Ski Resort

Conference Proceedings of the Academy for Design Innovation Management ◽

10.33114/adim.2017.118 ◽

2019 ◽

Vol 1 (1) ◽

Cited By ~ 1

Author(s):

Pirita IHAMÄKI ◽

Katriin HELJAKKA

Keyword(s):

Design Process ◽

Design Method ◽

Service Design ◽

Theoretical Framework ◽

Design Tool ◽

Play Theory ◽

Customer Journey ◽

Ski Resort ◽

A Value

This paper explores the enhancement of the customer journey at a Finnish ski resort and aims to create a theoretical framework for using gamification in the service design process. We have used the service design method and design tool Comicubes as a solution prototype, which ski resort workers engaged with to create a new gamified concept for its target consumers. The customer journey map provides a structured visualisation of a user’s experience at a ski resort. The customer journey enhanced through gamification creates a value-creating system for the ski resort, which presents the network of actors and their relationships that jointly create an offering. This study presents the results of a service design process for a customer journey, which goes through four stages presented in new play theory, namely wow, flow, double-flow and glow. These stages guide the designers and developers using gamification to give customers an overall more interactive and engaging experience in a real ski resort context.

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A Case Study on Innovation of Overseas Training System in Universities using Grounded Theory and Service Design Method

Korea Association of Business Education ◽

10.23839/kabe.2021.36.1.131 ◽

2021 ◽

Vol 36 (1) ◽

pp. 131-164

Author(s):

Hong Gwon Yoon ◽

Jin Hee Son ◽

Sung Ha Tae

Keyword(s):

Grounded Theory ◽

Design Method ◽

Service Design ◽

Training System ◽

Overseas Training

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1312 Collaborative Service Design Method based on Service Modeling and Simulation

The Proceedings of Design & Systems Conference ◽

10.1299/jsmedsd.2013.23._1312-1_ ◽

2013 ◽

Vol 2013.23 (0) ◽

pp. _1312-1_-_1312-10_

Author(s):

Fumiya AKASAKA ◽

Junya SHINDO ◽

Ken KAWSSE ◽

Yoshiki SHIMOMURA

Keyword(s):

Modeling And Simulation ◽

Design Method ◽

Service Design ◽

Service Modeling

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A Strategic Platform Design Method for Developing Customized Families of Services

Volume 5: 35th Design Automation Conference, Parts A and B ◽

10.1115/detc2009-87280 ◽

2009 ◽

Author(s):

Seung Ki Moon ◽

Jun Shu ◽

Timothy W. Simpson ◽

Soundar R. T. Kumara

Keyword(s):

Mass Customization ◽

Design Method ◽

Product Family ◽

Service Design ◽

Service Model ◽

Platform Design ◽

Banking Services ◽

Module Selection ◽

Service Offering

Products are often paired with additional services to satisfy customers’ needs, differentiate product offerings, and remain competitive in today’s market. This research is motivated by the need to provide guidelines and methods to support the design of such services, addressing the lack of knowledge on customized service design as well as methods for designing and evaluating services for mass customization. We extend concepts from module-based product family design to create a method for designing families of services. In particular, we introduce a strategic platform design method for developing customized families of services using game theory to model situations involving dynamic market environments. A module-based service model is proposed to facilitate customized service design and represent the relationships between functions and processes that constitute a service offering. A module selection problem for platform design is considered as a strategic module sharing problem under collaboration, and we use a coalitional game to model module sharing and decide which modules provide more benefit when in the platform based on marginal contribution of each module. To demonstrate implementation of the proposed method, we use a case study involving a family of banking services.

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