Navion: Service Design Approach to Generate Way nding Solutions. A Case Study with The Black Diamond
Author
Huang, Xinyi
Term
4. term
Education
Publication year
2016
Submitted on
2016-08-12
Pages
99
Abstract
This master’s thesis presents Navion, a service design approach to generating wayfinding solutions, developed in collaboration with the Royal Library of Denmark (the Black Diamond) in Copenhagen. The project addresses a concrete wayfinding challenge by applying service design and user-centered methods across the full Discover–Define–Develop–Deliver process. Framing wayfinding as more than signage—as the interplay of people, environment, and information—the work examines how library visitors make decisions, act on them, and process information within a complex indoor setting. Methods include user questionnaires and leaflets, interviews and role-play in user tests, and co-creative idea generation. Insights were synthesized into customer journey maps, personas, scenarios, service ecology and system maps, a motivation matrix, and a service blueprint. The outcome is a coherent service concept with application interfaces, a video prototype, and user testing, considering digital technologies such as beacons as part of the solution space. The thesis also reflects on the changing role of the library in a digitalized context and argues for the value of a service design mindset in developing integrated wayfinding services for public cultural institutions. As this excerpt covers only the opening pages, detailed results are not reported here; the emphasis is on the process and framing of the solution.
Denne specialerapport præsenterer Navion, en servicedesigntilgang til at skabe wayfindingløsninger, udviklet i samarbejde med Det Kongelige Bibliotek (Den Sorte Diamant) i København. Projektet adresserer en konkret wayfinding-udfordring ved at anvende servicedesign og brugercentrerede metoder gennem hele processen fra Discover–Define–Develop–Deliver. Med udgangspunkt i en forståelse af wayfinding som mere end skiltning—nemlig et samspil mellem mennesker, miljø og information—undersøger projektet, hvordan biblioteksbrugere træffer beslutninger, udfører valg og bearbejder information i komplekse indendørs rum. Metodisk omfatter arbejdet spørgeskemaer og informationsmateriale til brugere, interviews og rollespil i brugertests, samt idéudviklingsworkshops. Indsigter blev omsat til kunderejsekort, personas, scenarier, serviceøkologi- og systemkort, motivationsmatrix og et service blueprint. Projektet munder ud i et sammenhængende koncept med grænseflader til en applikation, en videoprototype og afprøvning med brugere, hvor digitale teknologier som beacons indgår som muligheder. Specialet diskuterer desuden bibliotekets rolle og udfordringer i en digitaliseret kontekst og argumenterer for værdien af et servicedesignmindset i udviklingen af helhedsorienterede wayfindingtjenester i offentlige kulturinstitutioner. Da uddraget kun dækker de første sider, rapporteres der ikke detaljerede resultater her; fokus er på proces og rammesætning af løsningen.
[This apstract has been generated with the help of AI directly from the project full text]
Keywords