A platform for research: civil engineering, architecture and urbanism
A platform for research: civil engineering, architecture and urbanism
Multi-service touchpoint experience : Variation at single-point of entry
Many service organizations that run several parallel services in the same physical space often incorporate a reception on their premises. The same goes for a trend in public services, where one-stop shops are being designed, online as well as in office environments. The experience such a “portal” creates depends on how well this portal can adapt. In this instance, the reception as a portal can be seen as a touchpoint in the different services of which it is a part. In this paper we will develop an idea around such a single-point of entry for multi-service touchpoint experiences, based on the concepts of variation and adaptability. This paper introduces the concept of touchpoint containers and draws attention to the coordination across services and adaptability required by such portals. ; Service Design for Innovation (SDIN)
Multi-service touchpoint experience : Variation at single-point of entry
Many service organizations that run several parallel services in the same physical space often incorporate a reception on their premises. The same goes for a trend in public services, where one-stop shops are being designed, online as well as in office environments. The experience such a “portal” creates depends on how well this portal can adapt. In this instance, the reception as a portal can be seen as a touchpoint in the different services of which it is a part. In this paper we will develop an idea around such a single-point of entry for multi-service touchpoint experiences, based on the concepts of variation and adaptability. This paper introduces the concept of touchpoint containers and draws attention to the coordination across services and adaptability required by such portals. ; Service Design for Innovation (SDIN)
Multi-service touchpoint experience : Variation at single-point of entry
Rodrigues, Vanessa (author) / Holmlid, Stefan (author)
2016-01-01
Conference paper
Electronic Resource
English
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