The use of prototyping techniques for development of services is an often proposed and praised approach, not least due to the success of prototyping in the development of physical products. The actual experience of the concepts in development is an integral experience that most often will improve development efforts substantially. Yet due to the intangibility of services, it is rather hard to even define what service prototyping may be or what it means to experience one or more aspects of a service. In this article we will in-depthly explore and illustrate the dimenSion approach as a novel foundation concept for service prototyping. We will give examples and implications for thinking concepts when tackling service design and argue how the dimension concept is different from and may be advantageous compared to existing approaches in terms of pragmatism, handling, tool support, and agile development procedures.
dimenSion concept - approaching service prototyping from a multi-aspect description perspective
Matthes Elstermann, Christian van Husen, Polina Häfner
Proceedings of the QUIS15 International Research Symposium on Service Excellence in Management, University of Porto, Porto, Portugal