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    Pausing or not? Examining the Service Walkthrough Technique

    HCI 2014 - Sand, Sea & Sky - Holiday HCI

    Proceedings of the 28th International BCS Human Computer Interaction Conference (HCI 2014)

    Southport, UK, 9 - 12 September 2014

    AUTHORS

    Johan Blomkvist & Mattias Arvola

    ABSTRACT

    http://dx.doi.org/10.14236/ewic/hci2014.18

    The scope of service design calls for holistic design techniques that represent multiple service moments. One such technique is the service walkthrough that can be used to prototype and formatively evaluate services. A service walkthrough is an enactment of several consecutive service moments. This paper informs decisions about how to set up service walkthroughs by looking at two kinds of walkthroughs in a case study: with pauses for discussion and feedback after each service moment, and without pauses where the entire service journey is walked through before comments and feedback are collected. The case study did not show any differences in the content of the feedback, but more feedback was given in the walkthroughs with pauses. The feedback in the paused walkthroughs was also more detailed.

    PAPER FORMATS

    PDF filePDF Version of this Paper (1,506kb)