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      Pausing or not? Examining the Service Walkthrough Technique

      proceedings-article
      ,
      Proceedings of the 28th International BCS Human Computer Interaction Conference (HCI 2014) (HCI)
      BCS Human Computer Interaction Conference (HCI 2014)
      9 - 12 September 2014
      Case Study, Prototyping, Evaluation, Service Walkthrough, Content Analysis
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            Abstract

            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.

            Content

            Author and article information

            Contributors
            Conference
            September 2014
            September 2014
            : 171-176
            Affiliations
            [0001]Linköping University

            SE-581 83 LINKÖPING
            Article
            10.14236/ewic/HCI2014.26
            3ec17a5a-7783-4646-aece-baa9a9727a49
            © Johan Blomkvist et al. Published by BCS Learning and Development Ltd. Proceedings of the 28th International BCS Human Computer Interaction Conference (HCI 2014), Southport, UK

            This work is licensed under a Creative Commons Attribution 4.0 Unported License. To view a copy of this license, visit http://creativecommons.org/licenses/by/4.0/

            Proceedings of the 28th International BCS Human Computer Interaction Conference (HCI 2014)
            HCI
            28
            Southport, UK
            9 - 12 September 2014
            Electronic Workshops in Computing (eWiC)
            BCS Human Computer Interaction Conference (HCI 2014)
            Product
            Product Information: 1477-9358BCS Learning & Development
            Self URI (article page): https://www.scienceopen.com/hosted-document?doi=10.14236/ewic/HCI2014.26
            Self URI (journal page): https://ewic.bcs.org/
            Categories
            Electronic Workshops in Computing

            Applied computer science,Computer science,Security & Cryptology,Graphics & Multimedia design,General computer science,Human-computer-interaction
            Case Study,Service Walkthrough,Prototyping,Content Analysis,Evaluation

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