Presentation at SDGC 2013

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.

SDGC 2013 RH

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:

SDGC 2013 ppt


Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s

CJML has moved

The visual language CJML has evolved further since the VISUAL project ended in 2016, and is managed by SINTEF Digital.

To find the latest developments, articles and examples of CJML please visit the new resource page of CJML.

The current page will not be updated.

This is VISUAL

Get to know the basics about the VISUAL notation and terminology.

Download VISUAL for Visio
Make Diagrams

We have made it easier to create diagrams. Download graphical elements or try our stencils.

Download VISUAL elements
The VISUAL project
Project leader:
Ragnhild Halvorsrud, SINTEF ICT
E-mail: ragnhild.halvorsrud <at>

Project owner:
Lasse Pedersen, Halogen
E-mail: lasse.pedersen <at>

The project is an innovation project supported by the Research Council of Norway.

%d bloggers like this: