Abstract
Service co-design with users offers great potential for companies. However; it can be difficult to reach potential users and only a small group can be involved in face-to-face co-design sessions. Online tools offer new possibilities for co-designing services with larger user groups regardless of time and place. This paper presents a case study; in which 36 users participated in the online co-design of a city adventure service and six of them also tested a service prototype in the real world. We studied how online ideation and face-to-face testing can be combined; and how the different methods support each other. Online ideation proved to be an effective method for collecting users’ general expectations and provided inspiration for development; whereas face-to-face service testing resulted with more concrete development suggestions. The results suggested that the combination of online co-design and real world testing leads to rich and extensive user input.
Keywords
Co-design; consumer services; online ideation; service testing
DOI
https://doi.org/10.21606/servdes2012.8
Citation
Näkki, P.(2012) Service co-design using online ideation and face-to-face testing: Case City Adventure, in Tossavainen, P. J., Harjula, M., & Holmlid, S. (eds.), ServDes 2012: Co-Creating Services, 8–10 February, Espoo, Finland. https://doi.org/10.21606/servdes2012.8
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
Conference Track
Research Papers
Service co-design using online ideation and face-to-face testing: Case City Adventure
Service co-design with users offers great potential for companies. However; it can be difficult to reach potential users and only a small group can be involved in face-to-face co-design sessions. Online tools offer new possibilities for co-designing services with larger user groups regardless of time and place. This paper presents a case study; in which 36 users participated in the online co-design of a city adventure service and six of them also tested a service prototype in the real world. We studied how online ideation and face-to-face testing can be combined; and how the different methods support each other. Online ideation proved to be an effective method for collecting users’ general expectations and provided inspiration for development; whereas face-to-face service testing resulted with more concrete development suggestions. The results suggested that the combination of online co-design and real world testing leads to rich and extensive user input.