Abstract
Service design is a growing practice. Designers need new tools and frameworks for making sense the intangible and tangible qualities of services. Customer journeys and service blueprints are among those tools. However, they typically address a specific service or a service package and lack of illustrating services as complex and relational systems. The challenge is to understand what kind of combinations services do and can create. This exploratory article attempts to shed light on this challenge by first explaining the current frameworks, then introducing a case in which these combinations were studied and finally presenting a system experience map that attempts to visualize combinations services create from the user point of view.
Keywords
Service design; Service visualisations; Service systems
DOI
https://doi.org/10.21606/nordes.2011.032
Citation
Nieminen, J.,and Mattelmäki, T.(2011) Navigating in the World of Services: Visualizing a system of systems., Nordes 2011 - Making Design Matter, 29 - 31 May, School of Art & Design, Aalto University, Helsinki, Finland. https://doi.org/10.21606/nordes.2011.032
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
Conference Track
Exploratory papers
Included in
Navigating in the World of Services: Visualizing a system of systems
Service design is a growing practice. Designers need new tools and frameworks for making sense the intangible and tangible qualities of services. Customer journeys and service blueprints are among those tools. However, they typically address a specific service or a service package and lack of illustrating services as complex and relational systems. The challenge is to understand what kind of combinations services do and can create. This exploratory article attempts to shed light on this challenge by first explaining the current frameworks, then introducing a case in which these combinations were studied and finally presenting a system experience map that attempts to visualize combinations services create from the user point of view.