サービスデザインにおける視覚化技法を用いたコミュニケーション：医師の働き方改革に資する事例研究

抄録

This paper reports a technology development process for physicians’ work style reforms that emerged from user research conducted at a hospital as a service design practice. We examined the usefulness of these techniques by reflecting on our practice through service design theory. User journey maps (UJMs) were used, one of the visualization techniques, as communication tools for sharing insights among stakeholders. The effectiveness of using UJMs was classified according to the three motivations proposed by Segelström (2009), and common forms of usefulness across cases were analysed. As a result, this paper presents (1) the process of creating UJMs, (2) the characteristics, contents, and differences among UJMs and their creation processes, and (3) the communicative utility of UJMs. Through this analysis, this study organizes and visualizes the generative, descriptive, and communicative functions of UJMs in service design practice.