Proposed Service System Improvement for Regional Bank’s Mobile Banking Application using Service Science Perspective

Mobile banking application provides easy banking services wherever and whenever only using the internet and mobile devices. Today one of the regional banks in Indonesia struggles to encourage the customer to install and use the mobile banking application for banking services because most customers are difficult to understand their mobile baking system and want an easier method to access the services. For this reason, the management suggests increasing the marketing focus towards its current customer for mobile banking and improving the service system to be easier to use and accommodate the user’s current need. This research aims to help improve their service system using a service science perspective. Based on the service science framework, the author has analysed the provider and customer perspectives. Then, the root causes analysis identifies all problems, gaps, and customer needs. After conducting the analysis, the problem was found from lack of collaboration, the registration system to create account not optimal, and mobile banking activation system is not optimal. After implementing the value co-creation and orchestration process, the author proposed service system improvement using service blueprint and value blueprint.

Daily Care Information System Requirements: Professional Service-Driven Service Blueprint Approach

Background Long-term care (LTC) services are a professional service-driven (PSD) system; to deliver appropriate care services to residents, health care providers first need to collect appropriate patient data and make a professional assessment. A well-designed LTC information system should therefore consider the information requirements of multidisciplinary health care providers to adequately support their care services. Objectives This study proposed a modified service blueprint—the PSD service blueprint—for visualizing interdisciplinary service providers' input and output information requirements, which correspond to their service activities. Methods The PSD service blueprint comprises five layers and seven elements. We also present a case study to illustrate the blueprint's application to daily LTC services. Results Our proposed approach could clearly illustrate the daily care activities, service providers (main actors), actors' input and output information, and suggestions for LTC information system–related applications. Conclusion The proposed PSD service blueprint can not only gather interdisciplinary LTC service providers' information system requirements but also act as a mapping tool for visualizing the care service process.

ENGAGING END USERS IN AN AI-ENABLED SMART SERVICE DESIGN - THE APPLICATION OF THE SMART SERVICE BLUEPRINT SCAPE (SSBS) FRAMEWORK

Artificial Intelligence (AI) has expanded in a diverse context, it infiltrates our social lives and is a critical part of algorithmic decision-making. Adopting AI technology, especially AI-enabled design, by end users who are non-AI experts is still limited. The incomprehensible, untransparent decision-making and difficulty of using AI become obstacles which prevent these end users to adopt AI technology. How to design the user experience (UX) based on AI technologies is an interesting topic to explore.This paper investigates how non-AI-expert end users can be engaged in the design process of an AI-enabled application by using a framework called Smart Service Blueprint Scape (SSBS), which aims to establish a bridge between UX and AI systems by mapping and translating AI decisions based on UX. A Dutch mobility service called ‘stUmobiel ’ was taken as a design case study. The goal is to design a reservation platform with stUmobiel end users. Co-creating with case users and assuring them to understand the decision-making and service provisional process of the AI-enabled design is crucial to promote users’ adoption. Furthermore, the concern of AI ethics also arises in the design process and should be discussed in a broader sense.

Service blueprint 4.0: a service design for hotels beyond COVID-19

PurposeThis study examines changes in customer service encounter patterns in response to the COVID-19 pandemic during stays at hotels. The study re-visits the hotel services delivery process and examines how the hotel service blueprint has been re-framed.Design/methodology/approachThe study implemented an exploratory and qualitative research design to identify changes in customer service encounters and the hotel service delivery process. The research applied a cross-sectional survey-based design, which involved open-ended and closed interview questions with hoteliers in the Delhi/NCR region.FindingsThe study identified an increase in contactless service during the service delivery process and in customer service encounters while staying at hotels. In so doing, the various service touchpoints in hotels need to transition from personalized service to contactless service encounters such as at check-in and payment, contactless room key access with available and accessible hand sanitizers, masks, room purifiers, automated room cleaning machines and the deployment of other smart artificial intelligence-based technologies.Practical implicationsThis paper profiles a revised service blueprint model for hotels, which could assist hotel service managers to address potential sources of customer dissatisfaction and service failure during the COVID-19 pandemic.Originality/valueThe paper explores ongoing changes in the hotel service delivery process during the COVID-19 situation and reveals ways in which the service blueprint has been re-framed.

An Innovation Design Approach for Product Service Systems Based on TRIZ and Function Incentive

Good balance between product and service is the key in the innovative design of product service systems (PSS). In this study, the evolution route of the PSS based on Teoriya Resheniya Izobretatelskikh Zadatch ideal final result was provided. The function model of the PSS was constructed according to the service blueprint and function system diagrams. On this basis, an innovation design method of the PSS based on function incentive was established. The function incentive strategies included function synergy, function supplement, and function substitution. Finally, the PSS design process of agricultural machinery based on computer-aided innovation platform was analyzed to verify this method.

Visual Management: mapping experiences from service blueprints in the remote scenario

Visual Management combined with Service Design tools is a good strategy for implementing process mapping in remote scenarios. The general objective of this study was to present its concepts and implement the service blueprint as a facilitating tool for mapping the experiences of processes in the Human Resources area. To provide the best interaction and practice of actions, an action research was carried out at the company Jungle Devs, mapping the entire journey of the selection process for new candidates. The methodological procedure was oriented by the guidelines of the exploratory research, starting from a systematic understanding of the processes that took place in person and from the analysis of the activities performed by the company. A greater understanding of the activities of the company's employees and of the interaction with the candidates was sought, thus identifying the problematic points and from these, the development of recommendations for improvement and formalization of the process in the remote mode.