Abstract
In the post-pandemic era, consumer behavior patterns have changed, and digital transformation has become a hot topic. With high-touch service features, the Taiwanese custom furniture industry has been depending on manual operations, and the inconsistent internal business processes have resulted in the slow progress of digital transformation plans. Therefore, the study aims to propose a more practical planning model using service design thinking on business process perspectives. By establishing explicit guidelines on back-of-stage interactions, the study intends to standardize the sequence of the operations and reduce the improvements gap among stakeholders. Meanwhile, through studying the service network of the case, we can help businesses discover the critical elements for internal process optimization and reaching consensus among stakeholders so as to serve as references for facilitating service design and improving digital transformation effectiveness.
Keywords
service design, business process, stakeholders, experience strategy
DOI
https://doi.org/10.21606/drs.2022.621
Citation
Lu, Y., and Tang, H. (2022) A service design perspective on examining the business process of customized services, in Lockton, D., Lenzi, S., Hekkert, P., Oak, A., Sádaba, J., Lloyd, P. (eds.), DRS2022: Bilbao, 25 June - 3 July, Bilbao, Spain. https://doi.org/10.21606/drs.2022.621
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
Conference Track
Research Paper
Included in
A service design perspective on examining the business process of customized services
In the post-pandemic era, consumer behavior patterns have changed, and digital transformation has become a hot topic. With high-touch service features, the Taiwanese custom furniture industry has been depending on manual operations, and the inconsistent internal business processes have resulted in the slow progress of digital transformation plans. Therefore, the study aims to propose a more practical planning model using service design thinking on business process perspectives. By establishing explicit guidelines on back-of-stage interactions, the study intends to standardize the sequence of the operations and reduce the improvements gap among stakeholders. Meanwhile, through studying the service network of the case, we can help businesses discover the critical elements for internal process optimization and reaching consensus among stakeholders so as to serve as references for facilitating service design and improving digital transformation effectiveness.