Zagros Hatami

Industrial and Strategic Design
1973, Canada/Iran

Contact information
+358 50 931 4171
zagros.hatami(at)taik.fi

Service co-production facilitation

Increasingly, customers play a significant role in the production and delivery of services they use. As a result, the success, quantity, quality and experience of services are all dependent on the form and level of user engagement and contribution to service co-production.

This work investigates the role of service design in facilitation of user participation in service co-production. Based on literature review, it presents several considerations designers should make when staging co-productive roles of service users. It also suggests modifications to the Service Blueprint, a service design tool, to encourage these considerations during the service design process.