Article | Conference Proceedings ServDes.2009; DeThinking Service; ReThinking Design; Oslo Norway 24-26 November 2009 | Exploring Service Blueprints for Multiple Actors: A Case Study of Car Parking Services

Title:
Exploring Service Blueprints for Multiple Actors: A Case Study of Car Parking Services
Author:
Thomas Wreiner: Department of Computer and Information Science, Link√∂ping University, Link√∂ping, Sweden Ingrid Mårtensson: Department of Computer and Information Science, Link√∂ping University, Link√∂ping, Sweden Olof Arnell: Department of Computer and Information Science, Link√∂ping University, Link√∂ping, Sweden Natalia Gonzalez: Department of Computer and Information Science, Link√∂ping University, Link√∂ping, Sweden Stefan Holmlid: Department of Computer and Information Science, Link√∂ping University, Link√∂ping, Sweden Fabian Segelström: Department of Computer and Information Science, Link√∂ping University, Link√∂ping, Sweden
Download:
Full text (pdf)
Year:
2009
Conference:
Conference Proceedings ServDes.2009; DeThinking Service; ReThinking Design; Oslo Norway 24-26 November 2009
Issue:
059
Article no.:
017
Pages:
213-223
No. of pages:
11
Publication type:
Abstract and Fulltext
Published:
2012-09-19
ISBN:
978-91-7519-771-5
Series:
Linköping Electronic Conference Proceedings
ISSN (print):
1650-3686
ISSN (online):
1650-3740
Publisher:
Linköping University Electronic Press; Linköpings universitet


Export in BibTex, RIS or text

Service blueprints are usually included in listings of standard methods within service design. Still; little research has been conducted on service blueprints. The case study at hand explores how blueprints can be applied in a situation with three key actors; all with different motives and wishes. The case study is within the domain of car parking; a service which at a first glance may seem simple; but is rather complex when scrutinized. Three ways of blueprinting the situation are presented and discussed in the paper. Finally issues which arose from the blueprinting process are discussed in regard to implications for people creating blueprints.

Conference Proceedings ServDes.2009; DeThinking Service; ReThinking Design; Oslo Norway 24-26 November 2009

Author:
Thomas Wreiner, Ingrid Mårtensson, Olof Arnell, Natalia Gonzalez, Stefan Holmlid, Fabian Segelström
Title:
Exploring Service Blueprints for Multiple Actors: A Case Study of Car Parking Services
References:

Bitner; M. J.; Ostrom; A. L.; & Morgan; F. N. (2008). Service Blueprinting: A practical Technique for Service Innovation. California Management Review ; 50 (3); 66-94.


Engine. (n.d.). Service Design Methods. Available at: http://www.enginegroup.co.uk/service_design/methods/ Acessed 23 2 2009


Holmlid; S. (2006). Introducing white space in service design: This space intentionally left blank. Emergence conference. Emergence 06 - Service design; Carnegie Mellon.


Holmlid; S. (forthcoming). There’s more to services than interaction. Chapter in Meroni; A.; Sangiorgi; D. (eds) Design for Services; Gower Publishing.


Holmlid; S.; & Hertz; A. (2007). Service-scape and white space: White space as structuring principle in service design. European Academy of Design conference; Dancing with disorder: Design; discourse & disaster; Turkey.


Kingman-Brundage; J. (1991). Technology; Design and Service Quality. International Journal of Service Industry Management ; 2 (3); 47-59.


Kingman-Brundage; J.; George; W. R.; & Bowen; D. E. (1995). "Service logic": achieving service system integration. International Journal of Service Industry Management ; 6 (4); 20-39.


Lee; M. K.; & Forlizzi; J. (2009). Designing Adaptive Robotic Services. IASDR 2009 Proceedings. Seoul: IASDR.


Mager; B. (2008) Service Design. In M. Erlhoff & T. Marshall (Red.); Design Dictionary: Perspectives on Design Terminology (pp. 354-356). Basel: Birkhäuser.


Mager; B.; & Gais; M. (2009). Service Design. Paderborn: Wilhelm Fink GmbH.


Miettinen; S.; & Koivisto; M. (Eds.). (2009). Designing Services with Innovative Methods. Keuruu; Finland: Kuopio Academy of Design.


Moritz; S. (2005). Service Design: Practical Access to an Evolving Field. Cologne; Germany: Köln International School of Design.


Polaine; A. (2009). Blueprint+ : Developing a Tool for Service Design. Service Design Network Conference 2009. Madeira.


Segelstr√∂m; F. (2009). Communicating through visualizations: Service Designers on Visualizing User Research. DeThinking Design; ReThinking Services ‚Äď First Nordic Conference on Service Design and Service Innovation. Oslo.


Segelstr√∂m; F.; & Holmlid; S. (2009). Visualization as tools for research: Service designers on visualizations. NorDes 2009 ‚Äď Engaging artifacts; Nordic Design Research Conference. Oslo.


Shostack; L. (1982). How to Design a Service. European Journal of Marketing (161); 49-63.


Shostack; L. (1984). Designing Services that Deliver. Harvard Business Review ; 62 (1); 133-139.


Spraragen; S. L.; & Chan; C. (2008). Service Blueprinting: When Customer Satisfaction Numbers are not enough. International DMI Education Conference. Design Thinking: New Challenges for Designers; Managers and Organizations. Cergy-Pointose; France.


Zeithaml; V.; & Bitner; M. J. (2000). Service Marketing. New York: McGraw Hill. 223

Conference Proceedings ServDes.2009; DeThinking Service; ReThinking Design; Oslo Norway 24-26 November 2009

Author:
Thomas Wreiner, Ingrid Mårtensson, Olof Arnell, Natalia Gonzalez, Stefan Holmlid, Fabian Segelström
Title:
Exploring Service Blueprints for Multiple Actors: A Case Study of Car Parking Services
Note: the following are taken directly from CrossRef
Citations:
No citations available at the moment