Storytelling Group – a co-design method for service design

Kankainen, A.; Vaajakallio, Kirsikka; Kantola, Vesa; Mattelmäki, Tuuli

doi:10.1080/0144929x.2011.563794

Cited by 102 publications

(72 citation statements)

References 11 publications

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“…In these papers, touchpoints are seen as the building blocks of customer journeys in the sense that customer journeys are defined or described as a set or sequence of touchpoints (e.g. Gloppen, 2009;Clatworthy, 2011;Kankainen et al, 2012). While our analysis of the touchpoint term is based on the textual content of the reviewed papers, we note that touchpoints also are central in several of the presented customer journey visualizations (e.g.…”

Section: Variations In the Use Of The Term Touchpointmentioning

confidence: 99%

“…Trischler and Zehrer (2012) describe customer journey maps as a way to visualize research on experiences. Kankainen et al (2012) view the customer journey perspective as a means to "describe the process of experiencing service" (p.…”

Section: Customer Journeys To Support Management and Design For Customentioning

confidence: 99%

“…For example, Kankainen et al (2012) describe the customer journey as "the process of experiencing service through different touchpoints from the customer's point of view" (p. 221). Patrício et al…”

Section: Customer Journey Terminologymentioning

confidence: 99%

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Customer journeys: a systematic literature review

Følstad

Kvale

2018

JSTP

254

188

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Purpose -Customer journeys has become an increasingly important topic in service management and design. The study reviews customer journey terminology and approaches within the research literature prior to 2013, mainly from the fields of design, management, and marketing.Design/methodology/approach -The study was conducted as a systematic literature review.Searches in Google Scholar, Scopus, Web of Knowledge, ACM Digital Library, and ScienceDirect identified 45 papers for analysis. The papers were analysed with respect to customer journey terminology and approaches, the relation to customer experience, the referenced background, and the use of visualizations.Findings -Across the reviewed literature, customer journeys are described not only as a means to take the viewpoint of the customer, but also to reach insight into their experiences. A rich and at times incoherent customer journey terminology is analysed and discussed, as are two emerging customer journey approaches: customer journey mapping (analysis of a service process "as is") and customer journey proposition (generative activities leading towards a possible service "to be"). Research limitations/implications -The review is limited to analysing and making claims on research papers that explicitly apply the term customer journey. In most of the reviewed papers, customer journeys are not the main object of interest but are discussed as one of several topics.Practical implications -A nuanced discussion of customer journey terminology and approaches is provided, supporting the practical application of a customer journey perspective.Originality/value -The review contributes a needed common basis for future customer journey research and practice.

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Section: Variations In the Use Of The Term Touchpointmentioning

confidence: 99%

Section: Customer Journeys To Support Management and Design For Customentioning

confidence: 99%

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Customer journeys: a systematic literature review

Følstad

Kvale

2018

JSTP

254

188

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“…Co-Design encourages sharing and learning of knowledge involving users, technical experts, business specialists and other stakeholders etc. in designing its product: Avatar (Kankainen et al 2012;Lenihan & Briggs, 2011;Miller, 2002). These problems were identified during the log analysis, staff / supplier interviews as the first parts of the step 1 in the Co-Design process.…”

Section: Research Methodsologymentioning

confidence: 99%

Co-design Research and Business Development: Case of Scandinavian Airlines (SAS)

Alm

Janecek

Forsgren

2013

Syst Pract Action Res

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This paper is presenting a case study of Scandinavian Airlines Systems (SAS) showing how improvements of service quality aspects with Avatars can be managed with a Co-Design research approach. The Co-Design practices are carried out in different fields of studies. Some of the key advocates of Co-Design originate from business. In this study the four steps of Co-design approach is applied. From the first step of Co-design, through interviews, log analysis and a channel survey, findings show that the failed dialogues with Avatar Eva are mainly concerned with five factors: interactivity; dialogue capability; consistency; knowledge; and synonyms. In the second step, carrying out customer workshops, we suggested ten ideal scenarios for Avatar Eva to perform better. In the third step, SAS decision makers decided to implement the first three scenarios: Eva's synonyms; knowledge and Eva's consistency. In the fourth step, another channel survey was carried out as well as a new log analysis to know the impact of the redevelopment above three scenarios. An important result of the study was that the company adopted a continuous use of Co-Design as an approach of continuous improvement of the service quality performed by the Avatar Eva. It also opens a new set of questions framing the relation and transformation between Co-Design as a research approach for knowledge creation and Co-Design as a method for innovation and service quality improvements. The study presents an Extended Co-design Model, which illustrates how the Co-Design inspires staff to use it for other functions within and without the SAS.

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“…This usually requires building group stories (Kankainen, Vaajakallio, Kantola, & Mattelmäki, 2012) and structuring information in creative ways (Shneiderman, 2002). Some particular characteristics of handheld tools may significantly contribute to this process.…”

Section: Explorationmentioning

confidence: 99%

An application framework for developing collaborative handheld decision-making tools

Antunes

Zurita

Baloian

2013

Behaviour & Information Technology

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Abstract. This paper describes an application framework supporting Collaborative Handheld Decision-Making (CHDM). The main characteristics of the framework are:(1) extensive usage of visual elements and gestures; and (2) independence from specific decision-making methods, processes and tasks. The research departed from the analysis and systematization of several CHDM scenarios, highlighting repeatable behavior across multiple decision-making contexts. From these scenarios we distilled a coherent set of common functional requirements organized in three main categories: process, macro and micro functionality. The proposed framework has been validated at length through the development of several CHDM tools. Six different tools are described in the paper. The main contribution of this work is a common foundation for developing CHDM tools.

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Storytelling Group – a co-design method for service design

Cited by 102 publications

References 11 publications

Customer journeys: a systematic literature review

Customer journeys: a systematic literature review

Co-design Research and Business Development: Case of Scandinavian Airlines (SAS)

An application framework for developing collaborative handheld decision-making tools

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