Abstract
With the popularity of the new methodology of service design thinking, graphic service design tools, such as Customer Journey Map, Persona, Story Board, DVF Screening Map etc., began to attract the attention of non-design background participants, and gradually developed into pain point insight, inspiration bursting and concept scheme expression tools. In the co-design workshop, due to the professionalism and complexity of these tools, co-creators without design background cannot participate in the discussion efficiently. Based on SECI Knowledge Transformation Model and Game Theory, this paper explores the concept and role of graphic service design tools, as well as their core tasks and usage in different design processes. By building board game tool products and related service systems, it helps participants without design background effectively understand design tasks, quickly stimulate design inspiration, and produce creative solutions in co-design workshops. Take the Customer Journey Map as an example, redesign the representation of the tool itself and create a new ways of participation, so as to improve the process and efficiency of the workshop.
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Zhao, Y., Ding, X., Liu, S. (2023). Research on the Board-Game-Like Service Design Tools Based on SECI Knowledge Transformation Model: Take the Customer Journey Map as an Example. In: Marcus, A., Rosenzweig, E., Soares, M.M. (eds) Design, User Experience, and Usability. HCII 2023. Lecture Notes in Computer Science, vol 14030. Springer, Cham. https://doi.org/10.1007/978-3-031-35699-5_33
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