This thesis showcases a Service System Design M.Sc. thesis
targeting “Paperwork operations in the maritime industry”.
The maritime industry is dealing with inefficient procedures
relating to the handling of official certificates on ships.
The thesis presents the service system design processes from
Discovery of the problem over Defining and narrowing
insight. To Developing a service idea and finally elaborating
in detail on Delivery of a service solution.
Along the process official goals set out by Danish Maritime
Administration have been our inspiration in addition to the
official international guidelines. Extensive use of qualitative
interviews and co-design activities with industry experts has
been the backbone of the process.
The alternative service solution presented in the final phase
is eDocs, a digital service solution that would greatly improve
the daily handling of existing inefficient procedures.
Keywords: Design thinking, Multi level service design,
Operational management, and Co-design.