抄録
Since service is an artifact as well as physical product, we can observe both function design and activity design of service in a conceptual design phase. Activity design requires designers to deploy all designed functions into activities in service delivery process. However, it is difficult for non-experienced designers to model complicated service delivery processes such as conditional branches and exception handlings while assuring the relationship to functions. To solve this problem, the authors propose a design support of constructing service delivery processes using a collection of structure patterns of processes called Workflow Patterns. In this paper, we make the Workflow Patterns hierarchized by the ISM method so that designers can easily choose a pattern among them according to purpose. The proposed method was implemented on a CAD system for service, and its effectiveness was verified through an evaluation experiment. As a result, it was revealed that the proposed method is especially effective in the case of constructing processes including conditional branches.
