サービスデザイン原論

Abstract

The definition, process and methods and so on of service design are described in this paper. As the framework of service design is defined to be constructed from the systematic, connected with users and comprehensive point of view, the design process is constructed based on system thinking. The process consists of four steps of outline, details, visualization and evaluation of service system. The main methods developed are structured concept, UX/story chart, diamond-shaped business model and exante and ex-post evaluation. The structured concept, UX/story chart and diamond-shaped business model show the direction of system concretely and visualized the system clearly as a result. The exante and ex-post evaluation were designed for service evaluation which is decided by difference between ex-ante expectation and ex-post evaluation. The service design should be realized using these methods different from traditional methods.