1312 Collaborative Service Design Method based on Service Modeling and Simulation

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

Modeling Services Using ISE Framework

2011 ◽  
pp. 126-150 ◽  
Author(s):  
Veli Biçer ◽  
Stephan Borgert ◽  
Matthias Winkler ◽  
Gregor Scheithauer ◽  
Konrad Voigt ◽  
...  
Keyword(s):  
Service Design ◽  
The Internet ◽  
New Wave ◽  
Separation Of Concerns ◽  
Engineering Process ◽  
Service Engineering ◽  
Modeling Process ◽  
Internet Of Services ◽  
Service Modeling ◽  
Integrated Service

The Internet of services introduces new requirements for service engineering in terms of addressing both business and technical perspectives. The inherent complexity of the new wave of services that is emerging requires new approaches for an effective and efficient service design. In this chapter a novel service engineering framework is introduced: the Integrated Service Engineering (ISE) framework. With its ISE workbench, it can address the emerging requirements of Internet of services. The chapter presents the foundations on how the service engineering process can be conducted by applying the separation of concerns to model different service dimensions within various layers of abstraction. Additionally, three novel extensions are presented to the aforementioned ISE workbench in order to enrich the capabilities of the service modeling process.

The Role and Limitations of Modeling and Simulation in Systems Design

2004 ◽  
Author(s):  
Jason M. Aughenbaugh ◽  
Christiaan J. J. Paredis
Keyword(s):  
Modeling And Simulation ◽  
Systems Engineering ◽  
Design Method ◽  
Systems Design ◽  
Emergent Behavior ◽  
Research Directions ◽  
Decomposition Approach ◽  
System Decomposition ◽  
Complex Design

To design today’s complex, multi-disciplinary systems, designers need a design method that allows them to systematically decompose a complex design problem into simpler sub-problems. Systems engineering provides such a framework. In an iterative, hierarchical fashion systems are decomposed into subsystems and requirements are allocated to these subsystems based on estimates of their attributes. In this paper, we investigate the role and limitations of modeling and simulation in this process of system decomposition and requirements flowdown. We first identify different levels of complexity in the estimation of system attributes, ranging from simple aggregation to complex emergent behavior. We also identify the main obstacles to the systems engineering decomposition approach: identifying coupling at the appropriate level of abstraction and characterizing and processing uncertainty. The main contributions of this paper are to identify these short-comings, present the role of modeling and simulation in overcoming these shortcomings, and discuss research directions for addressing these issues and expanding the role of modeling and simulation in the future.

3104 A Service Design Method for Maximizing the Value Received by Various Customers

2014 ◽  
Vol 2014.24 (0) ◽  
pp. _3104-1_-_3104-10_
Author(s):  
Ken KAWASE ◽  
Yutaro NEMOTO ◽  
Takahiro Ishii ◽  
Yoshiki SHIMOMURA
Keyword(s):  
Design Method ◽  
Service Design

Verification of Service Design Method through Application to Example Services

2004 ◽  
Vol 2004.14 (0) ◽  
pp. 328-331
Author(s):  
Tomohiko Sakao ◽  
Tatsunori Hara ◽  
Yoshiki Shimomura
Keyword(s):  
Design Method ◽  
Service Design

Service design for intelligent exhibition guidance service based on dynamic customer experience

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ching-Hung Lee ◽  
Qiye Li ◽  
Yu-Chi Lee ◽  
Chih-Wen Shih
Keyword(s):  
Service System ◽  
Design Method ◽  
Service Design ◽  
Customer Experience ◽  
Design Stage ◽  
Customer Journey ◽  
Content Type ◽  
Design Requirements ◽  
Exhibition Service ◽  
Pain Points

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.

Knowledge Transfer in Product-Based Service Design

2014 ◽  
pp. 258-272 ◽  
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.

Gamification of the Customer Journey at a Ski Resort

2019 ◽  
Vol 1 (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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