人間中心設計を活用したサービスコンセプト具体化支援手法の構築

抄録

Designing an attractive new service is a difficult task. Researchers have developed various tools that can help designers become more efficient in the field of the service design. In practice, however, de­signing an attractive service raises unforeseen problems that hinder progress in the project. Actual projects often become delayed or diverted. This paper introduces a case-study that reveals the true progression of a project in the early stage of service design. We adopt the ethnographic approach in observing a project for four months. We particularly focus on the causes of problems that cause delay and diversion of the design iteration. In addition, we develop a novel method and tool to support service design based on insights of the observation result by utilizing human-centered design process. Our tool allows a designer to iteratively design a service concept easily and quickly in the early stage of service design based on a storyboarding. Furthermore, this case study suggested the effectiveness of human-centered design process for developing a novel method to support service design.