Actionable attributes of service design for business

J. Rutkowska, F. Sleeswijk Visser, D. Lamas

Research output: Chapter in Book/Conference proceedings/Edited volumeConference contributionScientificpeer-review

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Abstract

The role of service deliverables in the early phases of service development has been studied both in academia and practice. We lack knowledge on the impact of service deliverables for the later phases of the service development process in which service designers are usually not engaged. In this paper, we aim to understand what attributes of service deliverables help business clients to act upon the deliverables on their own after service designers are gone. To elicit actionable attributes of service deliverables, e.g., reports, we conducted semi-structured interviews with five leading and recognizable service design consultants from Poland who lead service design consultancies. We identified three categories of actionable attributes of service deliverables: communication, contextual, and transformative attributes. The attributes might support service designers in empowering their clients to make use of the service deliverables in later phases of service development.
Original languageEnglish
Title of host publicationProceedings of The ServDes.2020
Subtitle of host publicationTensions, Paradoxes, Plurality
EditorsY. Akama
Pages525-539
Number of pages15
ISBN (Electronic)978-91-7929-4
Publication statusPublished - 2020
EventServDes.2021 : Tensions, Paradoxes, Plurality - RMIT University, Melbourne, Australia
Duration: 2 Feb 20215 Feb 2021

Conference

ConferenceServDes.2021 : Tensions, Paradoxes, Plurality
CountryAustralia
CityMelbourne
Period2/02/215/02/21

Keywords

  • Service design
  • service design deliverables
  • actionable attributes
  • Service development

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