A Value-Oriented Service Design Methodology for Multiple Stakeholders

• Main Authors: Tsai, Pei-Chen, 蔡佩真
• Other Authors: Deng, Yi-Shin
• Format: Others
• Language: zh-TW
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/jkv9xs

博士 === 國立交通大學 === 應用藝術研究所 === 106 === The value and needs of the stakeholders should be investigated during a service design process. In this way, the service which meets the stakeholders’ needs can be developed, and the firm can reap benefits and be more competitive. Although current service design methodologies also try to investigate a consumer’s value and needs, they still lack the discussion of the complex value interaction context among multiple stakeholders. In order to explore the abstract and complex value interaction context among multiple stakeholders, and utilize the stakeholders’ value and needs during the development process of service design, this study probes a feasible service design methodology via three phases. First, the elements and context of the stakeholders’ value interactions are investigated; then a graphical model is proposed to visualize and represent the value interaction context among the stakeholders; last, a complete service design process is proposed. By practicing a service design process in a healthcare context, the integrity and the suitability of the Value Exchange Model (VEM) and the service design methodology are demonstrated. This study proposes a framework of VEM, provides a service design methodology involving the value concept of stakeholders, and integrates service concepts into the service issues and goals for chronic patients’ healthcare service design. This study not only discusses and evaluates supplements for the current service design methodologies, but also provides a communication tool and method which enables multiple stakeholders and participants of the service to share their value and experience. What’s more, it presents the complex interaction context which includes stakeholders’ value, needs, opinions, and behaviors. Last but not least, this study assists researchers and designers in capturing and gaining an insight into stakeholders’ value, needs and influences during the service design process more easily.