抄録
Service design has attracted social attention as an innovative approach to solve the problems associated with commoditization of product/service. Moreover, design thinking advocated by IDEO is systematizing designer's mind which is necessary for practicing service design. In this theory, it is insisted on importance of exploring high quality insight through empathy based on mutual understanding among stakeholders. On the other hand, methods and tools developed for realizing empathy in existing research are limited to understanding user’s experience or activity from the designer's point of view. Therefore, there is still room for discussion on realization of mutual understanding. To address this issue, this study aims to realize empathy based on mutual understanding among stakeholders involving user, and to develop a practical method to support the design of high value-added product/service. To achieve this purpose, this paper proposes comprehensive design strategy to realize empathy in service design based on the requirements to be taken into account in empathy which is extracted from survey on existing service design researches.
