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

Service innovation through touch-points: the AT-ONE touch-point cards
Simon Clatworthy: Oslo School of Architecture and Design, Norway
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Conference Proceedings; ServDes.2010; Exchanging Knowledge; Linköping; Sweden; 1-3 December 2010
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Linköping University Electronic Press; Linköpings universitet

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

Simon Clatworthy
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

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