Abstract
The paper is based on an ongoing research that aims at studying how storytelling approaches can be applied in designing public customer journeys and service environments. It first introduces briefly how storytelling has been applied in designing service experiences then introduces the research project Spice and its context and approach. Finally; the paper describes and reflects upon an example case and; how storytelling has been applied in gathering and creating stories as well as creating concept ideas.
Keywords
Storytelling; customer journey; metropolitan railway systems
DOI
https://doi.org/10.21606/servdes2010.17
Citation
Viña, S.,and Mattelmäki, T.(2010) Spicing up public journeys - Storytelling as a design strategy, in Holmlid, S., Nisula, J.-V., & Clatworthy, S. (eds.), ServDes 2010: Exchanging Knowledge, 1–3 December, Linköping, Sweden. https://doi.org/10.21606/servdes2010.17
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
Conference Track
Research Papers
Spicing up public journeys - Storytelling as a design strategy
The paper is based on an ongoing research that aims at studying how storytelling approaches can be applied in designing public customer journeys and service environments. It first introduces briefly how storytelling has been applied in designing service experiences then introduces the research project Spice and its context and approach. Finally; the paper describes and reflects upon an example case and; how storytelling has been applied in gathering and creating stories as well as creating concept ideas.