User involvement in service design: A case study on designing a new service concept for cultural institutions

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dc.contributor Aalto University en
dc.contributor Aalto-yliopisto fi
dc.contributor.advisor Person, Oscar
dc.contributor.author Wu, Junhan
dc.date.accessioned 2014-09-17T09:33:20Z
dc.date.available 2014-09-17T09:33:20Z
dc.date.issued 2014
dc.identifier.uri https://aaltodoc.aalto.fi/handle/123456789/14010
dc.description.abstract Recently, smartphones have been changing our daily lives by constant applications of new technologies and enabling new services. Cultural institutions are those institutions that usually embrace new approaches to help realize their missions. A multi-disciplinary team formed by students working toward a Master’s degree from Aalto University has been developing a new mobile service, as a start-up project, for cultural institutions by applying a relatively new technology. The challenges of developing this new service are to define the customer values for potential users, and creating a service system that involves different stakeholders. The aim of this thesis is to create a service concept that would allow the project team to describe the elements of the system and its usages to the client, particularly from the point of view of service design and cultural institutions. As a designer the author takes the responsibility to discover and present the future customer needs, and using different user involvement techniques to gather and analyze data from users, as well as integrating them into the service concept development process. This thesis presents an overview of user involvement in theories of human-centered design. The related user involvement techniques are analyzed from different theoretical aspects. Then it describes the application of a number of specific techniques through different stages of service concept development process. In the end a series of tools are presented to demonstrate the outcome service concept, which describe the service system, customer journey process, and implementing guideline for stakeholders. en
dc.format.extent 78
dc.format.mimetype application/pdf en
dc.language.iso en en
dc.title User involvement in service design: A case study on designing a new service concept for cultural institutions en
dc.type G2 Pro gradu, diplomityö fi
dc.contributor.school Taiteiden ja suunnittelun korkeakoulu fi
dc.contributor.school School of Arts, Design and Architecture en
dc.contributor.department Muotoilun laitos fi
dc.subject.keyword service design en
dc.subject.keyword user involvement en
dc.subject.keyword service concept en
dc.subject.keyword mobile service en
dc.subject.keyword cultural institution en
dc.identifier.urn URN:NBN:fi:aalto-201409182646
dc.type.ontasot Master's thesis en
dc.type.ontasot Maisterin opinnäyte fi
dc.contributor.supervisor Diaz-Kommonen, Lily
dc.programme fi


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