Supporting Service Innovation Through a Value Development Framework

Fung, Yannick L. H. Lew Yaw; Berre, Arne J.

doi:10.1007/978-3-319-19243-7_16

Cited by 2 publications

(4 citation statements)

References 5 publications

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“…The authors also compared the framework with two existing frameworks: ServiceMIF [29] and MSD [30]. In the ServiceMIF framework, the touchpoint analysis uses a reduced model that directly links every service touchpoint with a channel and an activity.…”

Section: Discussionmentioning

confidence: 99%

“…In fact, the lack of frameworks capable of supporting the innovative service design has already been raised by some authors [25,[29][30]. The framework called the Service Model Innovation Framework (ServiceMIF) for the design of innovative services described by [29] proposes customer value development that comprises five milestones: discovery of suppliercustomer context, solicitation, evaluation and capture of the customer value (or profit), and finally translating the new version of the service. However, the deep analysis of the user and the service UX is neglected in ServiceMIF.…”

Section: Service Designmentioning

confidence: 99%

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Leveraging User Experience and Touchpoints Analysis for Services Design: Case of Crisis Management

Touloum¹,

IDOUGHI²,

Ahmed³

2018

JoIS

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User experiences have been the focal research issue in service design (SD), as it has various benefits. As it will be demonstrated in this paper, developing an efficient, yet usable crisis management service requires a deep understanding of the experience (UX) of all stakeholders involved in the crisis. While many SD studies have proposed different principles, practices and tools, there is a lack of a practical comprehensive design framework that empowers designers to integrate effectively UX in the SD lifecycle. In this paper the authors propose a methodological framework called UXD-IS (User eXperience Design of Interactions and Services) that combines UX characterization and touchpoints analysis. The framework has been validated through a case study related to flooding crisis management. The investigations reveal that the framework is a powerful support tool during the first phases of the development of a new service or the improvement of an existing one.Interaction Science

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Section: Discussionmentioning

confidence: 99%

Section: Service Designmentioning

confidence: 99%

Leveraging User Experience and Touchpoints Analysis for Services Design: Case of Crisis Management

Touloum¹,

IDOUGHI²,

Ahmed³

2018

JoIS

View full text Add to dashboard Cite

show abstract

“…The capacity for innovative service design is another challenge that researchers and practitioners are facing today. In fact, the lack of frameworks capable of supporting the innovative service design has already been raised by some authors [22,18,23]. The framework called the Service Model Innovation Framework (ServiceMIF) for the design of innovative services described by Fung and Berre [22] proposes customer value development that comprises five milestones: discovery of supplier-customer context, solicitation, evaluation and capture of the customer value (or profit), and finally translating the new version of the service.…”

Section: Service Designmentioning

confidence: 99%

“…The UXD-IS framework has been developed and applied to the design of crisis management services. We also compared the framework with two existing frameworks: ServiceMIF [22] and MSD [23]. In the ServiceMIF framework, the touchpoint analysis uses a reduced model that directly links every service touchpoint with a channel and an activity.…”

mentioning

confidence: 99%

Adding UX in the Service Design Loop: The Case of Crisis Management Services

Touloum¹,

Idoughi²,

Ahmed³

2018

IxD&A

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Focus on user experience (UX) has been a growing trend in service design (SD), as it has various benefits. As it will be demonstrated in this paper, developing an efficient, yet usable crisis management service requires a deep understanding of the experience of all stakeholders involved in the crisis. While many SD studies have proposed different principles, practices and tools, there is a lack of a practical comprehensive design framework that empowers designers to integrate effectively UX in the SD lifecycle. In this paper we propose a methodological framework called UXD-IS (User eXperience Design of Interactions and Services) that combines UX characterization and touchpoints analysis. The framework has been validated through a case study related to flooding crisis management. The investigations reveal that the framework is a powerful support tool during the first phases of the development of a new service or the improvement of an existing one.

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Supporting Service Innovation Through a Value Development Framework

Cited by 2 publications

References 5 publications

Leveraging User Experience and Touchpoints Analysis for Services Design: Case of Crisis Management

Leveraging User Experience and Touchpoints Analysis for Services Design: Case of Crisis Management

Adding UX in the Service Design Loop: The Case of Crisis Management Services

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