5. SINTEF ICT
• Data collec?on
• Methodology: a mul?ple case study
• Method: semi-structured interviews
• Par?cipants: people working in service development in Norway
• Period: October-December 2013
• Data analysis
• Verba?m transcrip?on
• Coding and analysing transcrip?on using NVivo10
• Thema?c coding to fine-tune the analysis
5
A qualita?ve research approach
12. SINTEF ICT
• Service designers
• No in-house service designer in the service organisa?ons
• Non-designers in service organisa?ons conduct much of service design and
development (Tether, 2008)
• Service designers focus on designing service concepts and are not involved when
implemen?ng service (Goldstein et al., 2002; Blomkvist, 2010)
• End users
• Test or evaluate ideas on new or improved services, created images for future
services, and prototypes and/or pilot services
• Service workers
• normally involved in goal approvals and feasibility checking
12
Key players in service design and development
14. SINTEF ICT
• The different ways of thinking
• Solu?on 1: Strengthening service design thinking inside the service organisa?ons
• Educa?ng staff about service design thinking
• Direct communica?on between service designers and developers
• Involving external service designers further to specifica?on and
implementa?on
• Hiring in-house service designers
• Solu?on 2: Having good methods and tools suppor?ng rigorous specifica?on of
services
• Discuss opera?onal and technical feasibility/limita?ons with help of methods and
tools when crea?ng images or specifying service → Reduce the risk of losing ?me
and resources and of redoing all the work
14
Bridging the communica?on gap