Virtual reality is currently used to enhance travelers' experience, providing destinations,
attractions, and businesses with additional marketing tools, reshaping consumer …

Purpose Customer journeys have become an increasingly important topic in service
management and design. The purpose of this paper is to review customer journey …

While service design has been highlighted as a promising approach for driving innovation,
there are often struggles in realizing lasting change in practice. The issues with long-term …

Codesign allows a design team to combine two sets of knowledge that are key to service
design: Customer insights into latent user needs and in-house professionals' conversion of …

Although new service development (NSD) studies have contributed to developing
systematic approaches to service innovation, their product-oriented and provider-centric …

Service design and innovation are receiving greater attention from the service research
community because they play crucial roles in creating new forms of value cocreation with …

Over the last decade, growing attention has been paid to the potential value of design theory
and practice in improving public services. Experience-based Co-design (EBCD) is a …

The term design thinking has gained attention over the past decade in a wide range of
contexts beyond the traditional preoccupations of designers. The main idea is that the ways …

The authors of this volume (Ilpo Koskinen, John Zimmerman, Thomas Binder, Johan
Redstrom, and Stephan Wensveen) argue that design research needs more than …

University of Sydney, Australia This review paper draws together some ideas emerging from
recent research and development activity in the field of 'design for learning'. It explores the …