Collaborative service blueprinting for design thinking: Evaluation of a digital prototype

Abstract

A high degree of innovation is becoming a decisive factor for companies aiming at sustainable competitive advantages. New methods of innovation have become increasingly important in practice. Using such methods in globally operating teams requires location- and time-independent solutions such as web-based collaboration tools. This paper evaluates the ability to digitalize the service innovation method Service Blueprinting using a self-developed prototype. The prototype is evaluated thoroughly in two different studies. In-depth user tests with Design Thinking experts and laymen prove the suitability for Design Thinking and the interaction with the prototype from a HCI perspective. Additionally, we evaluate the acceptance, perceived usefulness and effectiveness quantitatively in the light of the prototype’s collaboration capability. The results indicate the transferability of the required mindset through the digital tool as well as its the acceptance and usefulness. It represents a practical and suitable solution for the digitalizing of Service Blueprinting.