Refining the User Journey Co-Creation Processes
Väinämö, Olli (2019)
Lataukset:
Väinämö, Olli
2019
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2019121727289
https://urn.fi/URN:NBN:fi:amk-2019121727289
Tiivistelmä
This paper aims to refine user journey processes through the evaluation of a design game. It aims to identify disruptive moments in the facilitation of user journey workshops through the usage of the tool. Additionally, through the iterative development of the tool it aims to answer how these problems can be alleviated. The work is conducted at the Kaufmann service design agency (a part of Nordic Healthcare Group).
The service design methodology of user journeys and the workshops in which they are co-created are investigated. Theories behind value co-creation, facilitation, boundary objects, and design games are utilised in order to try to answer the aims of the paper.
Through three iterative workshops a design game or tool is evaluated. Between each workshop the tool is refined using the group discussion which followed each workshop as well as the observed behaviour of the participants during the workshop. Disruptive moments during the facilitation of user journeys were noticed and identified as participant disengagement or confusion. Additionally, facilitator intervention was identified as occasionally causing bias.
The tool assisted in engaging participants through the usage of gamified board game-like elements. It also removed some confusion through the usage of specific game pieces, which provided their own guidance. Facilitator intervention was reduced, but it can be argued that the game itself provides its own bias.
Further research is needed to utilise the user journey workshop tool in other industries and in other contexts. Additionally, the tool itself can be further refined through additional iterative workshop research.
The service design methodology of user journeys and the workshops in which they are co-created are investigated. Theories behind value co-creation, facilitation, boundary objects, and design games are utilised in order to try to answer the aims of the paper.
Through three iterative workshops a design game or tool is evaluated. Between each workshop the tool is refined using the group discussion which followed each workshop as well as the observed behaviour of the participants during the workshop. Disruptive moments during the facilitation of user journeys were noticed and identified as participant disengagement or confusion. Additionally, facilitator intervention was identified as occasionally causing bias.
The tool assisted in engaging participants through the usage of gamified board game-like elements. It also removed some confusion through the usage of specific game pieces, which provided their own guidance. Facilitator intervention was reduced, but it can be argued that the game itself provides its own bias.
Further research is needed to utilise the user journey workshop tool in other industries and in other contexts. Additionally, the tool itself can be further refined through additional iterative workshop research.