Analysis of interaction among stakeholders focusing on situation and empathy

-A case study of the design project of an online rehabilitation service-

Abstract

Co-creation with users is important for sustainable service use, and design that satisfies needs of a service provider is also important for sustainable service operation. This paper proposes a framework for analyzing interactions among various stakeholders involved in a service design project from the perspective of empathizing with those stakeholders in changing situations. We introduce a case study in which interactions between various stakeholders were analyzed, targeting the design and trial experiment steps of an online rehabilitation service development project.