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首页> 外文OA文献 >Design support at the front end of the New Service Development (NSD) process : the role of touch-points and service personality in supporting team work and innovation processes
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Design support at the front end of the New Service Development (NSD) process : the role of touch-points and service personality in supporting team work and innovation processes

机译：新服务开发（NSD）流程前端的设计支持：接触点和服务个性在支持团队工作和创新流程中的作用

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摘要

This thesis explores the first stages of New Service Development, and focuses upon the role that design can play to improve the innovation performance of a development team. The work took a ”research by design” approach, that resulted in the design and evaluation of tools and process support, for two specific areas of service innovation. Firstly, how working with the touch-points of a service can improve innovation performance, and secondly the importance of aligning the customer experience with the brand strategy of the organisation. The tools that were developed to assist with both of these areas are shown to improve both group performance and innovation outcomes. Further, they are shown to give a service orientation to the projects. The results of this research are further discussed and reflected upon to present insights into the nature of service design itself. These discuss the materials of service design, and the importance of service personality when designing services.
机译：本文探讨了新服务开发的第一阶段，并着重于设计在提高开发团队的创新绩效方面可以发挥的作用。这项工作采用了“按设计研究”的方法，从而针对服务创新的两个特定领域进行了工具和流程支持的设计和评估。首先，如何利用服务的接触点来提高创新绩效，其次，使客户体验与组织的品牌战略保持一致的重要性。已显示为协助这两个领域而开发的工具可以改善团队绩效和创新成果。此外，还显示它们为项目提供了服务导向。进一步讨论并反映了这项研究的结果，以提出有关服务设计本身性质的见解。这些讨论了服务设计的材料，以及服务个性在设计服务时的重要性。

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    Clatworthy Simon;

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  • 年度 2013
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  • 原文格式 PDF
  • 正文语种 eng
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