Abstract
One of the challenges that large manufacturers are facing is to develop human resources that can bring about innovation by facilitating many employees to take a service design approach. Hitachi Design Division developed a template called “experience plot” for not just designers, but also non-designers who are involved in service design to create a customer experience story in a logical way. Experience plot has been used for customer co-creation projects, as well as for internal education programs for non-designers. The template is proven to be effective in building compelling stories from a user-centred perspective.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Masuda T (2011) Susumu Seizougyou no Sabisu-ka “Ima Nani ga Okotte Irunoka” (Servitization of manufacturing “What is happening now?”). TBR Sangyou Keizai no Ronten (Toray corporate busi-ness research issues of industrial economy) 11–13:2–3
Osterwalder A, Pigneur Y (2012) Business model generation – a handbook for visonaries, game changers, and challengers. Shoeisha Co.,Ltd, Tokyo
Martin B, Hanington B (2013) Research & design method index: 100 ways to research comples problems, develop innovatice ideas, and design effective solutions. Bug News Network, Tokyo, pp 196–197
Stickdorn M, Schneider J This is service design thinking. Basics – tools – cases. Bug News Network, Tokyo, pp 158–161, 186–189, 204–207 and 373
Yamazaki K, Ueda Y, Go K, Takahashi K, Hayakawa S, Yanagida H (2012) EXPERIENCE VISION – User wo Mitsumete Ureshii Taiken wo Kikaku suru Vision Teian-gata Design Shuhou- (EXPERIENCE VISION – vision proposal design method, plannning a joyful experience for users -). MARUZEN Publishing Co., Ltd, Tokyo
Kitagawa H, Takada M, Mibe R, Ishikawa T (2013) Development of experience-oriented approach to information and telecommunication systems business. Hitachi Rev 62(6):44–51
Voglar C (2002) Shinwa no Housoku (The writers journey: mythic structure for writers). Story Arts and Sciences Laboratory Inc, Tokyo
Nakamura A (2014) Ayaemo research institute. http://ayaemo.skr.jp/story/plotbook_formula03_3act.html. Accessed Apr 28 2014
Michel S, Brown SW, Gallen AS (2008) An expanded and strategic view of discontinuous innovations: deploying a service dominant logic. J Acad Mark Sci 36:54–66
Christensen CM, Anthony SD, Roth EA (2004) Seeing what’s next, using the theories of innovation to predict industry change. Harvard Business School Press, Boston
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2016 Springer Japan
About this paper
Cite this paper
Shibata, Y., Matsuda, T. (2016). Experience Plot: A Template for Co-Creating Customer Journey. In: Maeno, T., Sawatani, Y., Hara, T. (eds) Serviceology for Designing the Future. ICServ 2014. Springer, Tokyo. https://doi.org/10.1007/978-4-431-55861-3_32
Download citation
DOI: https://doi.org/10.1007/978-4-431-55861-3_32
Publisher Name: Springer, Tokyo
Print ISBN: 978-4-431-55859-0
Online ISBN: 978-4-431-55861-3
eBook Packages: EngineeringEngineering (R0)