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Experiences in Applying Service Design to Digital Services

  • Conference paper
Product-Focused Software Process Improvement (PROFES 2014)

Part of the book series: Lecture Notes in Computer Science ((LNPSE,volume 8892))

Abstract

An increasing number of services is mainly provided through digital channels and thus, implemented as software. Nevertheless, many companies struggle with developing digital services that are considered valuable by the users. Recently, service design has emerged as an approach to design better customer experience for services. We describe our experiences with a service design approach, and specifically prototyping, to explore user needs for a digital meeting scheduling service (MSS). We created an interactive prototype and paper prototypes and used them in a prototype test session with potential users to explore different design alternatives. The experiences include the peculiarities of service design for digital services as well as challenges in prototyping. The results indicate service design as a promising approach to develop digital services that better meet user needs. However, challenges exist on a practical level, such as operationalizing the value-in-use concept, applying service design for digital services, and lack of practical guidelines for prototyping.

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Author information

Authors and Affiliations

  1. Aalto University, Finland

    Stefanie Hofemann, Mikko Raatikainen & Varvana Myllärniemi

  2. Steeri, Finland

    Terho Norja

Authors
  1. Stefanie Hofemann
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  2. Mikko Raatikainen
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  3. Varvana Myllärniemi
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  4. Terho Norja
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Editor information

Editors and Affiliations

  1. Fraunhofer IESE, Fraunhofer-Platz 1, 67663, Kaiserslautern, Germany

    Andreas Jedlitschka

  2. Department of Information Processing Science, University of Oulu, FI-90014, Finland

    Pasi Kuvaja

  3. The Maersk Mc-Kinney Moeller Institute, University of Southern Denmark, Campusvej 55, 5230, Odense, Denmark

    Marco Kuhrmann

  4. Department of Computer Science, University of Helsinki, 00014, Helsinki, Finland

    Tomi Männistö  & Jürgen Münch  & 

  5. Department of Computer Science and Engineering, Aalto University, 00076, Aalto, Finland

    Mikko Raatikainen

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© 2014 Springer International Publishing Switzerland

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Hofemann, S., Raatikainen, M., Myllärniemi, V., Norja, T. (2014). Experiences in Applying Service Design to Digital Services. In: Jedlitschka, A., Kuvaja, P., Kuhrmann, M., Männistö, T., Münch, J., Raatikainen, M. (eds) Product-Focused Software Process Improvement. PROFES 2014. Lecture Notes in Computer Science, vol 8892. Springer, Cham. https://doi.org/10.1007/978-3-319-13835-0_10

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  • DOI: https://doi.org/10.1007/978-3-319-13835-0_10

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-13834-3

  • Online ISBN: 978-3-319-13835-0

  • eBook Packages: Computer ScienceComputer Science (R0)

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