Article | Conference Proceedings; ServDes.2010; Exchanging Knowledge; Linköping; Sweden; 1-3 December 2010 | Service innovation through touch-points: the AT-ONE touch-point cards

Title:
Service innovation through touch-points: the AT-ONE touch-point cards
Author:
Simon Clatworthy: Oslo School of Architecture and Design, Norway
Download:
Full text (pdf)
Year:
2010
Conference:
Conference Proceedings; ServDes.2010; Exchanging Knowledge; Linköping; Sweden; 1-3 December 2010
Issue:
060
Article no.:
003
Pages:
25-38
No. of pages:
11
Publication type:
Abstract and Fulltext
Published:
2012-09-20
ISBN:
978-91-7519-770-8
Series:
Linköping Electronic Conference Proceedings
ISSN (print):
1650-3686
ISSN (online):
1650-3740
Publisher:
Linköping University Electronic Press; Linköpings universitet


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In this paper we review the area of touch-point innovation in services and specifically describe the development and use of a card-based toolkit developed in the AT-ONE project - the AT-ONE touch-point cards. These cards have been developed to assist cross functional teams during the first phases of the new service development (NSD) process. This paper describes the development of the tools; their intended use and their evaluation. The results show that the toolkit assists the innovation process and helps develop team cohesiveness. The card-based approach offers a tangibility that teams find useful; and that offers multiple usage alternatives. Discussion and suggestions for further work are included.

Keywords: Touch-points; cross-functional teams; service design; innovation

Conference Proceedings; ServDes.2010; Exchanging Knowledge; Linköping; Sweden; 1-3 December 2010

Author:
Simon Clatworthy
Title:
Service innovation through touch-points: the AT-ONE touch-point cards
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Conference Proceedings; ServDes.2010; Exchanging Knowledge; Linköping; Sweden; 1-3 December 2010

Author:
Simon Clatworthy
Title:
Service innovation through touch-points: the AT-ONE touch-point cards
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