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.

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.

Consideration of Service Design for Internet Service Businesses

2014 ◽  
pp. 380-398 ◽  
Author(s):  
Akira Kondo
Keyword(s):  
Design Process ◽  
Information Service ◽  
Service Design ◽  
Human Centered Design ◽  
Internet Service ◽  
Time Value ◽  
A Value ◽  
Internet Information Service ◽  
Internet Information ◽  
Service Businesses

This chapter proposes a service design process and value co-creation model in Internet information service. Based on a service design survey and current main service design theories and methods, a value co-creation model of Internet information service is proposed, which includes “real time value co-creation” and “accumulated value co-creation.” Human-centered design process of service design for Internet information services is also proposed. This process is intended to take into account the characteristics of the co-value creation model of Internet information, improving the conventional process.

scholarly journals Engaging Diverse Stakeholders in Interdisciplinary Co-Design Project for Better Service Design

2021 ◽  
Vol 23 (4) ◽  
pp. 0-0
Keyword(s):  
Design Process ◽  
Collaborative Design ◽  
Rapid Development ◽  
Service Design ◽  
Design Tool ◽  
Tool Selection ◽  
Design Environment ◽  
Web Based ◽  
Double Diamond ◽  
Delivery Networks

The rapid development of information technology (IT) has enabled digital services to evolve continually and support a growing number of internet-enabled devices, along with user diversity. The end-user anticipation within the smart environments, which are internet-enabled, delivery networks and innovative technologies. What tools/methods can support the collaborative design and effectively choreograph the design process with dynamic knowledge between service designers and service users? The cooperative design is recognizable in the design environment with a collection wide-ranged by co-design methods and tools. In-depth interviews uncover contextually appropriate design process requirements from diverse stakeholder groups. A collection of design tools and methods are selected and implemented within a Web-based co-design platform. Uncovered design requirements are subsequently applied in extending the Double Diamond framework prior to operationalization into a design process blueprint with supporting service design tool selection as the main contributions for this paper.

Service design method for both non-human and human actors: What kinds of jobs should be assigned to service robots?

2021 ◽  
Vol 7 (2) ◽  
pp. 141-163 ◽  
Author(s):  
Satoru Tokuhisa ◽  
Tetsuro Morimoto
Keyword(s):  
Design Process ◽  
Design Method ◽  
Elderly Care ◽  
Care Facility ◽  
Service Design ◽  
Service Robots ◽  
Design Tools ◽  
Original Design ◽  
Care Facilities ◽  
Human Actors

A variety of healthcare robots for elderly care have been developed. However, as the elderly and caregivers experience psychological resistance towards not only new technologies but specifically to robots, the adoption of healthcare robots has scarcely progressed. This article aims to develop a service design method, which consists of a design process including design tools to identify jobs in an elderly care facility and to reveal what kinds of jobs to assign to service robots and to caregivers. This article develops a design method which is composed of six steps and adopts original design tools to identify jobs needed in elderly care facilities and assign them to human and non-human actors, including service robots. The tools include an actor map to visualize the Actor to Actor (A2A) network, a current jobs to be done (JTBD) worksheet to visualize existing jobs, a new JTBD worksheet to visualize new jobs, and an actor worksheet to summarize information about each actor including their philosophy. With this design method, we conducted a series of workshops with the aim to develop a service fulfilled by humans and non-humans at an elderly care facility in Shizuoka prefecture in Japan. The results of questionnaires administered to the workshop participants demonstrated the effectiveness of all the tools except the new JTBD worksheet. Also, the results of interviews with employees in the elderly care facility indicated the effectiveness of the approach, which reveals visible and invisible regulative, normative and cultural-cognitive elements through interviews with human actors, and embeds them in the service design process. The design method including the original design tools proposed in this article contribute to a service design method for the use of robots in elderly care facilities by allocating jobs to human actors and non-human actors appropriately, and it also contributes to the issue of psychological resistance to the adoption of service robots in these facilities, which brings efficiencies to society. The contribution of this article is to reframe the issue of resistance to the adoption of service robots in elderly care facilities to the issue of what kinds of jobs in an elderly care facility should be assigned to service robots or caregivers, and the development of a service design process including original design tools.

scholarly journals “Top-down” design methodology utilizing abstraction of mechanical interfaces

2019 ◽  
Vol 287 ◽  
pp. 01029
Author(s):  
Peter Goranov ◽  
Desislava Georgieva ◽  
Elena Todorova
Keyword(s):  
Design Process ◽  
Design Method ◽  
Design Tool ◽  
Cad Model ◽  
Geometric Description ◽  
Top Down ◽  
Product Concept ◽  
Cad Models ◽  
Object Oriented Approach ◽  
Effective Use

CAD systems are a key design tool. As technology evolves, they provide greater functionality and solve tasks that are more complex. Consequently, the question of their effective use is becoming increasingly important. The present paper discusses the "top-down" design method. During the initial stages of a design process, the geometric description of the components is missing or it is not complete which calls into question the use of CAD. The present work proposes a “top-down” methodology that includes CAD in the early stages of the design process. The discussed methodology takes advantage of the object-oriented approach. There is originated a hierarchical scheme of objects, each of which inherits the methods and attributes of its higher class. This allows design information to spread throughout the whole design process as well as its integration. With an implementation of this model, CAD models of an assembly and its parts can be created on the basis of the information available when the product concept is being developed. The geometric description recorded in the CAD model elaborates as the design project evolves. In this way, the formation of the CAD model goes hand in hand with the clarification of the product design.

Development of the design method for the optimal design of the Neutron Converter experimental plant

2020 ◽  
Author(s):  
Timur Smetani ◽  
Elizaveta Gureva ◽  
Vyacheslav Andreev ◽  
Natalya Tarasova ◽  
Nikolai Andree
Keyword(s):  
Optimal Design ◽  
Flux Density ◽  
Design Process ◽  
Design Method ◽  
Fast Neutrons ◽  
Experimental Plant ◽  
Plant Design ◽  
State Technical ◽  
Research Organizations ◽  
Neutron Converter

The article discusses methods for optimizing the design of the Neutron Converter research plant design with parameters that are most suitable for a particular consumer. 38 similar plant structures with different materials and sources were calculated, on the basis of which the most optimal options were found. As part of the interaction between OKBM Afrikantov JSC and the Nizhny Novgorod State Technical University named after R. E. Alekseev, the Neutron Converter research plant was designed and assembled. The universal neutron converter is a device for converting a stream of fast neutrons emitted by isotopic sources into a "standardized" value of flux density with known parameters in the volume of the central part of the product, which is the working part of the universal neutron converter. To supply neutron converters to other customer organizations (universities, research organizations and collective centers), it is necessary to take into account the experience of operating an existing facility, as well as rationalize the design process of each specific instance in accordance with the requirements of the customer.

scholarly journals Development of Optimal Design Method for Steel Double-Beam Floor System Considering Rotational Constraints

2021 ◽  
Vol 11 (7) ◽  
pp. 3266
Author(s):  
Insub Choi ◽  
Dongwon Kim ◽  
Junhee Kim
Keyword(s):  
Optimal Design ◽  
Design Process ◽  
Design Method ◽  
Steel Beams ◽  
High Gravity ◽  
Double Beam ◽  
Iterative Analysis ◽  
Floor Systems ◽  
Optimal Design Method ◽  
Floor System

Under high gravity loads, steel double-beam floor systems need to be reinforced by beam-end concrete panels to reduce the material quantity since rotational constraints from the concrete panel can decrease the moment demand by inducing a negative moment at the ends of the beams. However, the optimal design process for the material quantity of steel beams requires a time-consuming iterative analysis for the entire floor system while especially keeping in consideration the rotational constraints in composite connections between the concrete panel and steel beams. This study aimed to develop an optimal design method with the LM (Length-Moment) index for the steel double-beam floor system to minimize material quantity without the iterative design process. The LM index is an indicator that can select a minimum cross-section of the steel beams in consideration of the flexural strength by lateral-torsional buckling. To verify the proposed design method, the material quantities between the proposed and code-based design methods were compared at various gravity loads. The proposed design method successfully optimized the material quantity of the steel double-beam floor systems without the iterative analysis by simply choosing the LM index of the steel beams that can minimize objective function while satisfying the safety-related constraint conditions. In particular, under the high gravity loads, the proposed design method was superb at providing a quantity-optimized design option. Thus, the proposed optimal design method can be an alternative for designing the steel double-beam floor system.

Impact of Secondary Flow on the Accuracy of Simplified Design Methods for Steam Turbine Stages

2012 ◽  
Author(s):  
Jan Schumann ◽  
Ulrich Harbecke ◽  
Daniel Sahnen ◽  
Thomas Polklas ◽  
Peter Jeschke ◽  
...  
Keyword(s):  
Secondary Flow ◽  
Steam Turbine ◽  
Design Process ◽  
Design Method ◽  
Computing Time ◽  
Leading Edge ◽  
Design Methods ◽  
Preliminary Design ◽  
Line Design ◽  
Radial Equilibrium

The subject of the presented paper is the validation of a design method for HP and IP steam turbine stages. Common design processes have been operating with simplified design methods in order to quickly obtain feasible stage designs. Therefore, inaccuracies due to assumptions in the underlying methods have to be accepted. The focus of this work is to quantify the inaccuracy of a simplified design method compared to 3D Computational Fluid Dynamics (CFD) simulations. Short computing time is very convenient in preliminary design; therefore, common design methods work with a large degree of simplification. The origin of the presented analysis is a mean line design process, dealing with repeating stage conditions. Two features of the preliminary design are the stage efficiency, based on loss correlations, and the mechanical strength, obtained by using the beam theory. Due to these simplifications, only a few input parameters are necessary to define the primal stage geometry and hence, the optimal design can easily be found. In addition, by using an implemented law to take the radial equilibrium into account, the appropriate twist of the blading can be defined. However, in comparison to the real radial distribution of flow angles, this method implies inaccuracies, especially in regions of secondary flow. In these regions, twisted blades, developed by using the simplified radial equilibrium, will be exposed to a three-dimensional flow, which is not considered in the design process. The analyzed design cases show that discrepancies at the hub and shroud section do exist, but have minor effects. Even the shroud section, with its thinner leading-edge, is not vulnerable to these unanticipated flow angles.

scholarly journals Performing Service Design Experiments Using Ethnomethodology and Theatre-Based Reenactment: A Swiss Ski Resort Case Study

2012 ◽  
Vol 4 (2) ◽  
pp. 89-100 ◽  
Author(s):  
Emmanuel Fragnière ◽  
Benjamin Nanchen ◽  
Marshall Sitten
Keyword(s):  
Service Design ◽  
Ski Resort ◽  
Design Experiments

An Advisory Conceptual Design Tool for Mechanical Transmission Systems

1994 ◽  
Author(s):  
C. P. Huang ◽  
F. W. Liou ◽  
J. J. Malyamakkil ◽  
W. F. Lu
Keyword(s):  
Decision Making ◽  
Expert System ◽  
Conceptual Design ◽  
Design Process ◽  
Design Tool ◽  
Mechanical Transmission ◽  
Transmission Systems ◽  
Knowledge Based System ◽  
Knowledge Based ◽  
Packaging Machine

Abstract This paper presents an advisory conceptual design tool for mechanical transmission systems. Space consideration was taken into account during the design process. A prototype function tree was built in the form of knowledge-based system to transfer a designer’s idea into a set of mechanical components. An advisory expert system was also developed to help a designer in decision making. As an example, a packaging machine is designed using the developed system.

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