The VISUAL project was presented during the Service Design Global Conference in Cardiff, Nov 2013.
The VISUAL project investigates new ways to describe and specify services, and how to do empirical investigations of service experiences that unfolds in time as a sequence of touchpoints. The talk entitled “Let’s Visualise the Bits and Bytes of Services” was given by project leader Ragnhild Halvorsrud.
Abstract for the talk:
Service design provides excellent methods for developing new concepts but lacks a systematic format for specification of services. We are developing a visual language that consists of diagrams and symbols, representing interactions between customers and service providers. The language can express both planned service delivery and actual service experiences in terms of actors, initiators, channels, devices, deviations and failure. The main hypothesis we want to test is that a common visual language will ease the communication between all stakeholders involved in service innovation, and result in improved quality and customer satisfaction. The main constituents of the visual language and preliminary results from industry case studies will be presented.
Click below picture to see the talk:
The project is an innovation project supported by the Research Council of Norway.
VISUAL - a language for service design 
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