Article | ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014 | Incorporating the Customer Experience along Different Iterative Cycles of Service Design Link�ping University Electronic Press Conference Proceedings
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Title:
Incorporating the Customer Experience along Different Iterative Cycles of Service Design
Author:
Teresa Sarmento: INESC TEC - Faculty of Engineering University of Porto, FEUP / Superior School of Arts and Design in Matosinhos, ESAD, Portugal Lia Patricio: INESC TEC - Faculty of Engineering University of Porto, FEUP, Portugal
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Full text (pdf)
Year:
2014
Conference:
ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014
Issue:
099
Article no.:
029
Pages:
301-312
No. of pages:
12
Publication type:
Abstract and Fulltext
Published:
2014-06-25
ISBN:
978-91-7519-280-2
Series:
Linköping Electronic Conference Proceedings
ISSN (print):
1650-3686
ISSN (online):
1650-3740
Publisher:
Linköping University Electronic Press; Linköpings universitet


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The creative transition from understanding the customer experience to defining the service solution; from current situation to preferred future; is central to Service Design. However; the incorporation of customer experience factors can change along the different iterative cycles of service design. To address this challenge; this paper presents the results of a study of how the path of customer experience was followed; studied and incorporated along a mobile service development. Three iterative Service Design cycles enabled a holistic vision of the service and raised ‘customer experience’ awareness on the development team. Following a design research approach; experience factors were actively taken into account and incorporated along ideation and implementations cycles involving a total of 61 interviews. The research work contributes to Service Design by providing a global vision of the experiential changes; especially in mobile and technology based services. It describes the reframed situations working with experiences at each cycle of design; and making use of service design tools and methods at each moment

Keywords: Mobile Service Design; Service Design iterative cycles; mobile customer experience.

ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014

Author:
Teresa Sarmento, Lia Patricio
Title:
Incorporating the Customer Experience along Different Iterative Cycles of Service Design
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ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014

Author:
Teresa Sarmento, Lia Patricio
Title:
Incorporating the Customer Experience along Different Iterative Cycles of Service Design
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