research-article

Mapping and visualizing service provider and client interactions: the case for participation

Authors:

Jeanette Blomberg,

Melissa Cefkin,

Yolanda RankinAuthors Info & Claims

PDC '10: Proceedings of the 11th Biennial Participatory Design Conference

Pages 294 - 296

https://doi.org/10.1145/1900441.1900515

Published: 29 November 2010 Publication History

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Abstract

The interactions between service providers and their clients (touchpoints) define the service experience for clients and providers alike. In the context of IT outsourcing services, where one company contracts with another for IT services, these interactions are frequent and occur across an increasingly globally distributed delivery organization. The scope and complexity of these interactions provide a challenge for managing the service experience in that it is difficult for members of the delivery team to be aware of the wide range of interactions taking place with clients. This project is focused on designing ways to enable delivery teams to create awareness of their touchpoints with clients and to make changes to improve the overall client experience.

References

[1]

Blomberg, J. On Participation and Service Innovation, In (Re-) searching a digital bauhaus, Binder, T., Löwgren, J. and Malmborg, L. (Eds.). Springer, 2008, 121--144

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[2]

Shaw, B. and. Cefkin, M. Design and behaviour in complex B2B service engagements Touchpoint: The Journal of Service Design, 2010. Volume 1:66--72.

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Cited By

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Blomberg JDarrah C(2022)An Anthropology of ServicesundefinedOnline publication date: 5-Mar-2022
Saad-Sulonen Jde Götzen AMorelli NSimeone L(2020)Service design and participatory design: time to join forces?Proceedings of the 16th Participatory Design Conference 2020 - Participation(s) Otherwise - Volume 210.1145/3384772.3385133(76-81)Online publication date: 15-Jun-2020
Martin ARankin YBolinger JTan DFitzpatrick GGutwin CBegole BKellogg W(2011)Client TouchPoint modelingProceedings of the SIGCHI Conference on Human Factors in Computing Systems10.1145/1978942.1979087(979-982)Online publication date: 7-May-2011

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Published In

PDC '10: Proceedings of the 11th Biennial Participatory Design Conference

November 2010

314 pages

ISBN:9781450301312

DOI:10.1145/1900441

Conference Chair:
Toni Robertson
Univ. of Technology Sydney, Australia
,
Program Chairs:
Keld Bødker
Roskilde University, Denmark
,
Tone Bratteteig
University of Oslo, Norway
,
Daria Loi
Intel Corporation

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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Association for Computing Machinery

New York, NY, United States

Publication History

Published: 29 November 2010

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PDC '10

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DE
UTS-HCTDRS
SIGCHI-Australia
Zumio

PDC '10: The 11th Biennial Participatory Design Conference

November 29 - December 3, 2010

Sydney, Australia

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Blomberg JDarrah C(2022)An Anthropology of ServicesundefinedOnline publication date: 5-Mar-2022
Saad-Sulonen Jde Götzen AMorelli NSimeone L(2020)Service design and participatory design: time to join forces?Proceedings of the 16th Participatory Design Conference 2020 - Participation(s) Otherwise - Volume 210.1145/3384772.3385133(76-81)Online publication date: 15-Jun-2020
Martin ARankin YBolinger JTan DFitzpatrick GGutwin CBegole BKellogg W(2011)Client TouchPoint modelingProceedings of the SIGCHI Conference on Human Factors in Computing Systems10.1145/1978942.1979087(979-982)Online publication date: 7-May-2011

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Align Client and Provider Perspectives: Best Practices in IT Outsourcing

Client-side service composition using generic service representative

Risk assessment in service provider communities

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