Briefing for Service Design Projects: A Case Study of New Service Development at the Black Diamond, Copenhagen
Authors
Grøndal, Esben ; Becermen, Begum
Term
4. term
Education
Publication year
2016
Pages
131
Abstract
This thesis examines briefing as a process in service design and what it requires of the client–designer relationship. Using a case of new service development at the Black Diamond in Copenhagen (February–April 2016), we developed the Crowd Curation concept, which enables students to suggest and vote for speakers for the venue’s cultural events. The concept was grounded in exploratory user research, stakeholder co-creation, and development work that included stakeholder mapping, motivation analysis, service blueprinting, touchpoints and interface outlines, and pretotyping to test value early. The case concluded with guidelines for further testing and suggestions for cost-effective implementation. Building on the case, the thesis reflects on how briefing shapes the service design process and offers recommendations for how both service designers and clients can approach the pre-project phase, including attention to transparency and clear ground rules.
Denne afhandling undersøger briefing som en proces i servicedesign og hvad den kræver af relationen mellem kunde og designer. Gennem et case-studie af ny serviceudvikling på Den Sorte Diamant i København (februar–april 2016) udviklede vi servicekonceptet Crowd Curation, der gør det muligt for studerende at foreslå og stemme på oplægsholdere til kulturafdelingens arrangementer. Konceptet er baseret på udforskende brugerresearch, ideudvikling med interessenter og udviklingsarbejde, der omfattede bl.a. interessentkortlægning, motivationsanalyse, service blueprinting, berøringspunkter og grænseflader samt pretotyping for at teste værdien tidligt. Projektet blev afsluttet med retningslinjer for videre test og forslag til omkostningseffektiv implementering. Med afsæt i casen diskuterer afhandlingen, hvordan briefing påvirker servicedesignprocessen, og tilbyder anbefalinger til, hvordan både service designere og kunder kan tilgå pre-projektfasen, herunder hensyn til transparens og klare rammer.
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Keywords