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Authors:Stefan Holmlid: Dept. of Computer and Info Science (IDA), Linköpings universitet, Sweden
Johan Blomkvist: Dept. Of Computer and Info Science (IDA), Linköpings universitet, Sweden
Publication title:Exemplars in Service Design
Conference:Conference Proceedings ServDes.2009; DeThinking Service; ReThinking Design; Oslo Norway 24-26 November 2009
Publication type: Abstract and Fulltext
Issue:059
Article No.:003
Abstract:Exemplars play an important role in applied service design but are largely overlooked in academic literature. So far; most design research in other fields has concerned how surface properties of exemplars are incorporated in the current design; but services are different from most other design disciplines in regard to material. To expand the understanding of how exemplars matter to service design; material from recordings and observations of design meetings have been analysed. We observed a pattern that exemplars; in this case; were introduced in communication in the format of micro-narratives that express emotional impact of service elements. This study shows that exemplars in the form of micro-narratives are retrieved in design discourse primarily from gathered data; common reference points; and personal experiences. They contribute to the collective understanding of the service concept and support the alignment of the service offering with customer expectations.
Language:English
Year:2009
No. of pages:12
Pages:19-30
ISBN:978-91-7519-771-5
Series:Linköping Electronic Conference Proceedings
ISSN (print):1650-3686
ISSN (online):1650-3740
File:http://www.ep.liu.se/ecp/059/003/ecp09059003.pdf
Available:2012-09-19
Publisher:Linköping University Electronic Press; Linköpings universitet

REFERENCE TO THIS PAGE
Stefan Holmlid, Johan Blomkvist (2009). Exemplars in Service Design, Conference Proceedings ServDes.2009; DeThinking Service; ReThinking Design; Oslo Norway 24-26 November 2009 http://www.ep.liu.se/ecp_article/index.en.aspx?issue=059;article=003 (accessed 11/28/2014)