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Capturing Context through Service Design Stories

Kapitel i bok
Författare Katarina Wetter Edman
R. Peter Magnusson
Publicerad i Design Thinking: New Product Development Essentials from the PDMA
Sidor 237-252
ISBN 9781118971802
Förlag John Wiley & Sons Inc
Förlagsort Hoboken, NJ, USA
Publiceringsår 2015
Publicerad vid Högskolan för design och konsthantverk
Sidor 237-252
Språk en
Länkar onlinelibrary.wiley.com/doi/10.1002...
Ämnesord CTN method, Service design, Servitization, Technology knowledge, Use knowledge, Users' stories
Ämneskategorier Industriell teknik och ekonomi, Design

Sammanfattning

© 2016 by John Wiley & Sons, Inc. All rights reserved.There is an ongoing trend of gradually increasing the amount of services product manufacturers offer. This is often referred to as servitization. It is often troublesome for product-oriented companies to handle services, partly due to lack of methods and tools. This chapter presents a narrative design-based method, context through narratives (CTN), that captures users' current practices, experiences, situations, contexts, and expectations and integrates these in service innovation. Use knowledge is more abstract than technology knowledge and is normally disconnected from innovation activities, at least as regards physical products. More recently, service design has emerged whereby the specific interest lies in designing solutions in terms of services. The role of talk, stories, and dialogue needs to be emphasized in order to understand the user's context and perspective.

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