Abstract
The purpose of this paper is to explore small-scale service prototyping as a tool and a process for developing and implementing service concepts and initiating transformation in the involved public service organization(s) simultaneously. The paper describes a municipality initiated service design case and reflects on the prototyping process and findings. The paper focuses on the use of service prototyping in developing ‘social emergency’ services for families with children. The case illustrates how service prototyping and tangible prototype may establish a connection between front-stage and back-stage transformation both at operational and strategic levels. The findings explicate how the collaborative service prototyping joined various stakeholders to the process of problem- solution co-evolution by providing a shared tangible objective for their collaboration.
Keywords
Service design; prototyping; organizational change
DOI
http://doi.org/10.21606/eksig2015.127
Citation
Hyvärinen, J.,and Mattelmäki, T.(2015) Service Prototyping and Organizational Transformation: Playing with the Potential Problems and Solutions, in Bang, A. L., Buur, J., Lønne, I. A., Nimkulrat, N. (eds.), EKSIG 2015: Tangible Means – Experiential Knowledge Through Materials, 25–26 November 2015, Kolding, Denmark. https://doi.org/10.21606/eksig2015.127
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
Included in
Service Prototyping and Organizational Transformation: Playing with the Potential Problems and Solutions
The purpose of this paper is to explore small-scale service prototyping as a tool and a process for developing and implementing service concepts and initiating transformation in the involved public service organization(s) simultaneously. The paper describes a municipality initiated service design case and reflects on the prototyping process and findings. The paper focuses on the use of service prototyping in developing ‘social emergency’ services for families with children. The case illustrates how service prototyping and tangible prototype may establish a connection between front-stage and back-stage transformation both at operational and strategic levels. The findings explicate how the collaborative service prototyping joined various stakeholders to the process of problem- solution co-evolution by providing a shared tangible objective for their collaboration.