Abstract
Many companies investigate new business opportunities in a turn from product to service design. As service offerings expand over time and space, such notions as ‘customer journey’ or ‘service blueprint’ have been suggested to grasp and design the nature of the emergent services. However, we find that there is room for improvement on two levels. First, customer journeys and service blueprint tools could benefit from an empathic customer understanding; that is the design of customer-specific services. Secondly, the existing customer journey and service blueprint tools are less concerned with the cyclic nature of services, by which we mean the dynamics of a customer relationship and its development over time. We report findings from collaborative workshops, in which we challenged two companies to try a new concept and tool we call ‘The service Ouroboros’. We suggest it as a more appropriate way to design various customers’ service cycles.
Originalsprog | Engelsk |
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Publikationsdato | 11 apr. 2014 |
Antal sider | 12 |
Status | Udgivet - 11 apr. 2014 |
Begivenhed | ServDes2014 - Lancaster University – ImaginationLancaster, Lancaster, Storbritannien Varighed: 9 apr. 2014 → 11 apr. 2014 |
Konference
Konference | ServDes2014 |
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Lokation | Lancaster University – ImaginationLancaster |
Land/Område | Storbritannien |
By | Lancaster |
Periode | 09/04/2014 → 11/04/2014 |
Emneord
- Service Design
- service cycles
- touchpoint
- service ecology
- customer journey
- empathy design
- personas
Kunstnerisk udviklingsvirksomhed (KUV)
- Nej