Abstract
The paper deals with how service design methods can be
used to gather information and evaluate the service
experience from a multisensory point of view, and how
this data can be used to develop the service experience.
The work is based on the assumption that customers are
active service co-producers and actors within the context
of service experiences. Empathy tool, storytelling and
two variants of probe, namely observation table and
notebook we used to gather user experiences and by
putting emphaisis on sight, hearing, touch, scent, sense
of motion, and the social environment. Service journeys,
affinity-diagrams, and content analysis were used to
analyse results. Finding are presented and their
usefulness for supporting service innovation and
improvement work is discussed
| Original language | English |
|---|---|
| Publication status | Published - 2011 |
| MoE publication type | Not Eligible |
| Event | 4th Advances in Tourism Marketing Conference, - Maribor, Slovenia Duration: 6 Sept 2011 → 9 Sept 2011 |
Conference
| Conference | 4th Advances in Tourism Marketing Conference, |
|---|---|
| Country/Territory | Slovenia |
| City | Maribor |
| Period | 6/09/11 → 9/09/11 |
Keywords
- Service design
- multimodal service experiences
- user involvement