Introducing and Evaluating Service Design Tools in Organisations.

José L. Abdelnour-Nocera, Lene Nielsen, Christina Li

Research output: Conference Article in Proceeding or Book/Report chapterArticle in proceedingsResearchpeer-review

Abstract

How can organisations introduce and evaluate service design (SD) tools? This tutorial answers these questions through the introduction of ‘organisational usability’ and ‘design maturity’ as frameworks to help organisations assess their readiness to adopt and use SD tools. Customer journeys, service blueprints, and ecosystem mapping, among other SD tools, are perceived as straightforward by some organisations, however, organisations with low SD maturity can face challenges in how to utilise and leverage their potential. The tutorial introduces means of understanding how an organisation is likely to experience or is currently experiencing SD and the accompanying tools. Tutorial participants will be provided with insights and an assessment framework for successful organisational SD interventions.
Original languageEnglish
Title of host publicationNordiCHI '24 Adjunct: Adjunct Proceedings of the 2024 Nordic Conference on Human-Computer Interaction
Number of pages3
Place of PublicationNew York
PublisherAssociation for Computing Machinery
Publication date13 Oct 2024
Pages1-3
Article number53
ISBN (Print)979-8-4007-0965-4
DOIs
Publication statusPublished - 13 Oct 2024
Event2024 Nordic Conference on Human-Computer Interaction - Uppsala , Sweden
Duration: 13 Oct 202416 Oct 2024

Conference

Conference2024 Nordic Conference on Human-Computer Interaction
Country/TerritorySweden
CityUppsala
Period13/10/202416/10/2024

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