Introducing and Evaluating Service Design Tools in Organisations.

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

doi:10.1145/3677045.3685468

Introducing and Evaluating Service Design Tools in Organisations.

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

REFLACT

University of West London
Infinite Interactive LTD, UK

Research output: Conference Article in Proceeding or Book/Report chapter › Article in proceedings › Research › peer-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 language	English
Title of host publication	NordiCHI '24 Adjunct: Adjunct Proceedings of the 2024 Nordic Conference on Human-Computer Interaction
Number of pages	3
Place of Publication	New York
Publisher	Association for Computing Machinery
Publication date	13 Oct 2024
Pages	1-3
Article number	53
ISBN (Print)	979-8-4007-0965-4
DOIs	https://doi.org/10.1145/3677045.3685468
Publication status	Published - 13 Oct 2024
Event	Conference on Human-Computer Interaction - Sweden, Uppsala , Sweden Duration: 13 Oct 2024 → 16 Oct 2024 https://www.nordichi2024.se/

Conference

Conference	Conference on Human-Computer Interaction
Location	Sweden
Country/Territory	Sweden
City	Uppsala
Period	13/10/2024 → 16/10/2024
Internet address	https://www.nordichi2024.se/

Keywords

service design
organisational usability
design maturity
service blueprint
ecosystem mapping

Access to Document

10.1145/3677045.3685468

Cite this

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title = "Introducing and Evaluating Service Design Tools in Organisations.",

abstract = "How can organisations introduce and evaluate service design (SD) tools? This tutorial answers these questions through the introduction of {\textquoteleft}organisational usability{\textquoteright} and {\textquoteleft}design maturity{\textquoteright} 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. ",

keywords = "service design, organisational usability, design maturity, service blueprint, ecosystem mapping",

author = "Abdelnour-Nocera, \{Jos{\'e} L.\} and Lene Nielsen and Christina Li",

note = "DBLP License: DBLP's bibliographic metadata records provided through http://dblp.org/ are distributed under a Creative Commons CC0 1.0 Universal Public Domain Dedication. Although the bibliographic metadata records are provided consistent with CC0 1.0 Dedication, the content described by the metadata records is not. Content may be subject to copyright, rights of privacy, rights of publicity and other restrictions.; Conference on Human-Computer Interaction, NordiCHI Adjunct ; Conference date: 13-10-2024 Through 16-10-2024",

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booktitle = "NordiCHI '24 Adjunct: Adjunct Proceedings of the 2024 Nordic Conference on Human-Computer Interaction",

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Abdelnour-Nocera, JL, Nielsen, L & Li, C 2024, Introducing and Evaluating Service Design Tools in Organisations. in NordiCHI '24 Adjunct: Adjunct Proceedings of the 2024 Nordic Conference on Human-Computer Interaction., 53, Association for Computing Machinery, New York, pp. 1-3, Conference on Human-Computer Interaction, Uppsala , Sweden, 13/10/2024. https://doi.org/10.1145/3677045.3685468

Introducing and Evaluating Service Design Tools in Organisations. / Abdelnour-Nocera, José L.; Nielsen, Lene; Li, Christina.
NordiCHI '24 Adjunct: Adjunct Proceedings of the 2024 Nordic Conference on Human-Computer Interaction. New York: Association for Computing Machinery, 2024. p. 1-3 53.

Research output: Conference Article in Proceeding or Book/Report chapter › Article in proceedings › Research › peer-review

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PY - 2024/10/13

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AB - 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.

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KW - service blueprint

KW - ecosystem mapping

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BT - NordiCHI '24 Adjunct: Adjunct Proceedings of the 2024 Nordic Conference on Human-Computer Interaction

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Y2 - 13 October 2024 through 16 October 2024

ER -

Introducing and Evaluating Service Design Tools in Organisations.

Abstract

Conference

Keywords

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