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

Xi'an Jiaotong-Liverpool University

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

1 Scopus citations

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
State	Published - 2018
Externally published	Yes
Event	10th International Conference on Cross-Cultural Design, CCD 2018 Held as Part of HCI International 2018 - Las Vegas, United States Duration: 15 07 2018 → 20 07 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

Bibliographical note

Publisher Copyright:
© Springer International Publishing AG, part of Springer Nature 2018.

UN SDGs

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

SDG 11 Sustainable Cities and Communities

Keywords

Cultural consumption
Heritage sites
Service design thinking

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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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.",

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

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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/Report/Conference proceeding › Conference contribution › peer-review

TY - GEN

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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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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

Bibliographical note

UN SDGs

Keywords

Access to Document

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