Modern service design thinking on traditional culture-based services: A case study of the service businesses in suzhou old town areas

Xin Shen; Cheng Hung Lo

doi:10.1007/978-3-319-92252-2_28

Modern service design thinking on traditional culture-based services: A case study of the service businesses in suzhou old town areas

Xin Shen, Cheng Hung Lo^*

^*Corresponding author for this work

Department of Industrial Design

Xi'an Jiaotong-Liverpool University

Research output: Chapter in Book or Report/Conference proceeding › Conference Proceeding › peer-review

Abstract

This paper presents a case study that utilizes modern service design thinking techniques to investigate culture-based service businesses. The study is carried out in two heritage sites in Suzhou, which itself is a historical city located in the south of Yangtze River in China. Ethnographic methods are used to explore and collect the data. Service design thinking principles and methods are then applied to analyze the observed service businesses and identify common thematic issues and design opportunities. Service prototyping techniques are also used to review and rearrange a customer’s journeys in the services. The result shows that modern design thinking concepts such as the user-centered approach can provide fundamental transformations to those services. It also illustrates a more cross-cultural development with the cross-cultural encounter between the modern design techniques and the traditional culture-based services.

Original language	English
Title of host publication	Cross-Cultural Design. Applications in Cultural Heritage, Creativity and Social Development - 10th International Conference, CCD 2018, Held as Part of HCI International 2018, Proceedings
Editors	Pei-Luen Patrick Rau
Publisher	Springer Verlag
Pages	346-357
Number of pages	12
ISBN (Print)	9783319922515
DOIs	https://doi.org/10.1007/978-3-319-92252-2_28
Publication status	Published - 2018
Event	10th International Conference on Cross-Cultural Design, CCD 2018 Held as Part of HCI International 2018 - Las Vegas, United States Duration: 15 Jul 2018 → 20 Jul 2018

Publication series

Name	Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume	10912 LNCS
ISSN (Print)	0302-9743
ISSN (Electronic)	1611-3349

Conference

Conference	10th International Conference on Cross-Cultural Design, CCD 2018 Held as Part of HCI International 2018
Country/Territory	United States
City	Las Vegas
Period	15/07/18 → 20/07/18

Keywords

Cultural consumption
Heritage sites
Service design thinking

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

Access to Document

10.1007/978-3-319-92252-2_28

Cite this

Shen, X., & Lo, C. H. (2018). Modern service design thinking on traditional culture-based services: A case study of the service businesses in suzhou old town areas. In P.-L. P. Rau (Ed.), Cross-Cultural Design. Applications in Cultural Heritage, Creativity and Social Development - 10th International Conference, CCD 2018, Held as Part of HCI International 2018, Proceedings (pp. 346-357). (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 10912 LNCS). Springer Verlag. https://doi.org/10.1007/978-3-319-92252-2_28

Shen, Xin ; Lo, Cheng Hung. / Modern service design thinking on traditional culture-based services : A case study of the service businesses in suzhou old town areas. Cross-Cultural Design. Applications in Cultural Heritage, Creativity and Social Development - 10th International Conference, CCD 2018, Held as Part of HCI International 2018, Proceedings. editor / Pei-Luen Patrick Rau. Springer Verlag, 2018. pp. 346-357 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)).

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title = "Modern service design thinking on traditional culture-based services: A case study of the service businesses in suzhou old town areas",

abstract = "This paper presents a case study that utilizes modern service design thinking techniques to investigate culture-based service businesses. The study is carried out in two heritage sites in Suzhou, which itself is a historical city located in the south of Yangtze River in China. Ethnographic methods are used to explore and collect the data. Service design thinking principles and methods are then applied to analyze the observed service businesses and identify common thematic issues and design opportunities. Service prototyping techniques are also used to review and rearrange a customer{\textquoteright}s journeys in the services. The result shows that modern design thinking concepts such as the user-centered approach can provide fundamental transformations to those services. It also illustrates a more cross-cultural development with the cross-cultural encounter between the modern design techniques and the traditional culture-based services.",

keywords = "Cultural consumption, Heritage sites, Service design thinking",

author = "Xin Shen and Lo, {Cheng Hung}",

note = "Funding Information: Acknowledgement. This work is partially supported by the Service Design module delivered in the Industrial Design program in Xi{\textquoteright}an Jiaotong-Liverpool University. We thank the participating students for their collected effort, which enriches and enables the work to have a broader access and inclusion of the service cases. Publisher Copyright: {\textcopyright} Springer International Publishing AG, part of Springer Nature 2018.; 10th International Conference on Cross-Cultural Design, CCD 2018 Held as Part of HCI International 2018 ; Conference date: 15-07-2018 Through 20-07-2018",

year = "2018",

doi = "10.1007/978-3-319-92252-2_28",

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series = "Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)",

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Shen, X & Lo, CH 2018, Modern service design thinking on traditional culture-based services: A case study of the service businesses in suzhou old town areas. in P-LP Rau (ed.), Cross-Cultural Design. Applications in Cultural Heritage, Creativity and Social Development - 10th International Conference, CCD 2018, Held as Part of HCI International 2018, Proceedings. Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), vol. 10912 LNCS, Springer Verlag, pp. 346-357, 10th International Conference on Cross-Cultural Design, CCD 2018 Held as Part of HCI International 2018, Las Vegas, United States, 15/07/18. https://doi.org/10.1007/978-3-319-92252-2_28

Modern service design thinking on traditional culture-based services: A case study of the service businesses in suzhou old town areas. / Shen, Xin; Lo, Cheng Hung.
Cross-Cultural Design. Applications in Cultural Heritage, Creativity and Social Development - 10th International Conference, CCD 2018, Held as Part of HCI International 2018, Proceedings. ed. / Pei-Luen Patrick Rau. Springer Verlag, 2018. p. 346-357 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 10912 LNCS).

Research output: Chapter in Book or Report/Conference proceeding › Conference Proceeding › peer-review

TY - GEN

T1 - Modern service design thinking on traditional culture-based services

T2 - 10th International Conference on Cross-Cultural Design, CCD 2018 Held as Part of HCI International 2018

AU - Shen, Xin

AU - Lo, Cheng Hung

N1 - Funding Information: Acknowledgement. This work is partially supported by the Service Design module delivered in the Industrial Design program in Xi’an Jiaotong-Liverpool University. We thank the participating students for their collected effort, which enriches and enables the work to have a broader access and inclusion of the service cases. Publisher Copyright: © Springer International Publishing AG, part of Springer Nature 2018.

PY - 2018

Y1 - 2018

N2 - This paper presents a case study that utilizes modern service design thinking techniques to investigate culture-based service businesses. The study is carried out in two heritage sites in Suzhou, which itself is a historical city located in the south of Yangtze River in China. Ethnographic methods are used to explore and collect the data. Service design thinking principles and methods are then applied to analyze the observed service businesses and identify common thematic issues and design opportunities. Service prototyping techniques are also used to review and rearrange a customer’s journeys in the services. The result shows that modern design thinking concepts such as the user-centered approach can provide fundamental transformations to those services. It also illustrates a more cross-cultural development with the cross-cultural encounter between the modern design techniques and the traditional culture-based services.

AB - This paper presents a case study that utilizes modern service design thinking techniques to investigate culture-based service businesses. The study is carried out in two heritage sites in Suzhou, which itself is a historical city located in the south of Yangtze River in China. Ethnographic methods are used to explore and collect the data. Service design thinking principles and methods are then applied to analyze the observed service businesses and identify common thematic issues and design opportunities. Service prototyping techniques are also used to review and rearrange a customer’s journeys in the services. The result shows that modern design thinking concepts such as the user-centered approach can provide fundamental transformations to those services. It also illustrates a more cross-cultural development with the cross-cultural encounter between the modern design techniques and the traditional culture-based services.

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KW - Heritage sites

KW - Service design thinking

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DO - 10.1007/978-3-319-92252-2_28

M3 - Conference Proceeding

AN - SCOPUS:85050656646

SN - 9783319922515

T3 - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)

SP - 346

EP - 357

BT - Cross-Cultural Design. Applications in Cultural Heritage, Creativity and Social Development - 10th International Conference, CCD 2018, Held as Part of HCI International 2018, Proceedings

A2 - Rau, Pei-Luen Patrick

PB - Springer Verlag

Y2 - 15 July 2018 through 20 July 2018

ER -

Shen X, Lo CH. Modern service design thinking on traditional culture-based services: A case study of the service businesses in suzhou old town areas. In Rau PLP, editor, Cross-Cultural Design. Applications in Cultural Heritage, Creativity and Social Development - 10th International Conference, CCD 2018, Held as Part of HCI International 2018, Proceedings. Springer Verlag. 2018. p. 346-357. (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)). doi: 10.1007/978-3-319-92252-2_28

Modern service design thinking on traditional culture-based services: A case study of the service businesses in suzhou old town areas

Abstract

Publication series

Conference

Keywords

UN SDGs

Access to Document

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