Pausing or Not? Examining the Service Walkthrough Technique
Pausing or Not? Examining the Service Walkthrough Technique
复制标题
暂停还是不暂停？
DOI：
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复制
发表时间：
2014
期刊：
影响因子：
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通讯作者：
Mattias Arvola
中科院分区：
文献类型：
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作者：
Johan Blomkvist;Mattias Arvola
服务设计的范围需要代表多个服务时刻的整体设计技术。其中一种技术是服务演练，可用于对服务进行原型化和形式化评估。服务演练是对几个连续服务时刻的模拟。本文通过查看案例研究中的两种类型的演练，告知如何设置服务演练的决策：在每个服务时刻之后进行讨论和反馈的停顿，以及在收集评论和反馈之前进行整个服务旅程的停顿。在案例研究中，反馈的内容并没有什么不同，但更多的反馈出现在带有停顿的演练中。暂停的攻略反馈也更加详细。
The scope of service design calls for holistic design techniques that represent multiple service moments. One such technique is the service walkthrough that can be used to prototype and formatively evaluate services. A service walkthrough is an enactment of several consecutive service moments. This paper informs decisions about how to set up service walkthroughs by looking at two kinds of walkthroughs in a case study: with pauses for discussion and feedback after each service moment, and without pauses where the entire service journey is walked through before comments and feedback are collected. The case study did not show any differences in the content of the feedback, but more feedback was given in the walkthroughs with pauses. The feedback in the paused walkthroughs was also more detailed.