The document describes a new technique called the Service Information Canvas for mapping what actors know at different points in time when integrating resources. It was developed based on role-playing an emergency situation in an underground mine. The Service Information Canvas maps roles and situated knowledge at specific times, capturing what the different actors knew during the role-play and how that changed over time. It identifies challenges and critical events and can be used to discuss alternatives, such as the consequences of changing technology.

1. Service Informa.on Canvas
Mapping what actors know when integra.ng
resources
Stefan Holmlid, Linköping University
Petra Björndal, ABB Corporate Research & KTH, Royal
Ins.tute of Technology

2. Focus of current diachron techniques
• Service Blueprint – ac.ons
• Customer Journey Map – customer experience
• Touchpoint Matrix – touchpoints

3. Resource Integra.on
• One or several actors are jointly using available resources to
develop and create value for themselves and others
• An act of ”resource integra.on” is connected with intent,
knowledge and skill, and available informa.on
• Current design techniques does not ar.culate this

4. Cogni.ve systems engineering
• Situated knowledge
• Interac.on with technology

5. An industrial case
An emergency situa.on in an underground mine
• Coopera.on
• Professional users in a work situa.on
• A safety cri.cal situa.on
• Complexity
– dependency on technical systems
– distributed work
• Context dependency
• Situated knowledge scarce

6. Workshop
• Scenario, a fire in an underground mine
• Role play
– Bo, drill operator (walking outside)
– Tom, produc.on supervisor/rescue team leader (in the corridor)
– Peter, shiV operator (in another room)
• Debrief
• Documen.ng and discussing

7. Service Informa.on Canvas
• Diachron technique, but also synchron
• Maps roles and situated knowledge at specific points in .me
• Try to capture experiences acquired during role play, what did
the different actors knew at a specific moment? Changes over
.me?
• Iden.fy challenges and cri.cal events
• Discussion of alterna.ves, e.g. consequences of changing
technology

8. The model

11. Limita.ons
• Structured script
• Beyond situa.onal knowledge, into service process
• Professional vision and skill assumed in roles