his.sePublications
Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Service design för ömsesidigt värdeskapande i kravfångst
University of Skövde, School of Informatics.
2016 (Swedish)Independent thesis Basic level (degree of Bachelor), 15 credits / 22,5 HE creditsStudent thesisAlternative title
Service design for co-value in requirements elicitation (English)
Abstract [sv]

Trots att användarmedverkan borde vara ”best practice” för att skapa ömsesidigt värde för både beställare och användare inom kravfångst är detta inte fallet. Eftersom Service Design betraktas vara bra för ömsesidigt värdeskapande undersöker rapporten vilka tre Service Designverktyg som kan vara ett alternativ för att fånga krav som speglar ömsesidigt värde. Genom en litteraturstudie visar rapporten att Customer journey maps, personas och shadowing är de tre vanligaste verktygen; av dessa tre anser systemutvecklare att Customer journey maps lämpar sig bäst för kravfångst på grund av förmågan att belysa problem hos både användare och beställare. Detta verktyg tillämpas tillsammans med serviceleverantör och användare i tre workshops och utifrån dessa redogörs egna praktiska erfarenheter och hur dessa upplevdes av deltagande serviceleverantör och användare. Rapporten visar att Customer journey maps är ett bra alternativ för ömsesidigt värdeskapande inom kravfångst och att shadowing och personas fokuserar mer på användaren än beställaren av ett system.

Abstract [en]

In order to create co-value for both clients and users in requirements elicitation, user participation should be best practice – but research shows that it is not. In this thesis, Service Design is seen as an enabler for co-value creation between clients and users. The thesis examines if the three most common Service Design tools can be an alternative to capture requirements that reflect co-value for both the client and the users. Through a literature review this thesis reveals that customer journey maps, personas and shadowing are the three most common tools and that system developers believes that the Customer journey maps are best suited for requirements elicitation due to the ability to highlight problems of both users and clients. This tool is applied together with the service provider and the user in three workshops and based on these, the thesis outlines practical experiences and how this tool is experienced by participating service provider and user. The report reveals that Customer journey maps is a viable option for co-value creation in requirements elicitation whereas shadowing and personas are more focused on the users of a system than the client of a system.

Place, publisher, year, edition, pages
2016. , 38 p.
Keyword [en]
Service Design, requirements elicitation, user participation, co-value
Keyword [sv]
Service Design, kravinsamling, användarmedverkan, ömsesidigt värde
National Category
Information Systems
Identifiers
URN: urn:nbn:se:his:diva-12464OAI: oai:DiVA.org:his-12464DiVA: diva2:937752
Subject / course
Information Systems Development
Educational program
Information Systems - Business Intelligence
Supervisors
Examiners
Available from: 2016-06-20 Created: 2016-06-15 Last updated: 2016-06-20Bibliographically approved

Open Access in DiVA

metz_service_design_2016(1615 kB)22 downloads
File information
File name FULLTEXT01.pdfFile size 1615 kBChecksum SHA-512
5b74930271f2e2119e383bbed72bb35d88a76ba041ba23be5be220efed5f2954cc497561e80f323a01f957697e5b37d96c67917f551339ce3962e4bb75b7aae8
Type fulltextMimetype application/pdf

Search in DiVA

By author/editor
Metz, Alexander
By organisation
School of Informatics
Information Systems

Search outside of DiVA

GoogleGoogle Scholar
Total: 22 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

Total: 374 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf