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 co-design with users has evolved as a promising approach to service innovation, it
remains unclear how it can be used in public service contexts. This article addresses this …

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

ABSTRACT A defining characteristic of service design is the use of external representations,
which support designers in making intangible aspects of services accessible and shareable …

This thesis describes prototyping in service design through the theoretical lens of situated
cognition. The research questions are what a service prototype is, what the benefits of …

Purpose The purpose of this paper is to evaluate the usability of different design methods in
understanding the customer experience from a contextual and systemic standpoint …

During the past approximately 15 years designers have paid increasing attention to service
and changes in our society, resulting in a new design discipline–service design. In parallel …

This chapter is about co-creative practices that can be used for the purpose of service
innovation. It starts with an introduction to our core assumption that innovation is a deliberate …

Product prototyping, through the use of immersive technologies, has demonstrated its huge
potential enabling co-creative exploration of different usage scenarios and evaluation of the …

This paper discusses the impact of service design by zooming in on the case of service
prototyping. It is suggested that prototyping services is different from prototyping in other …