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A Methodology of Persona-centric Service Design

By S. Hosono, M. Hasegawa, T. Hara, Y. Shimomura and T. Arai


In order to clarify the customer’s inclination and provide them with better services, the persona-scenario method has been accepted in Requirements Engineering. A CAD tool proposed in Service Engineering also adopts persona-scenario and focuses on denoting and visualizing the quality factors in service receivers. However, the process of service development with persona has not been fully discussed yet. This paper proposes a methodology to identify the boundary of a whole service system with role and user personas, and formalize the procedure of service development with them. The methodology in service development is exemplified through e-learning services.Organised by: Cranfield UniversityMori Seiki – The Machine Tool Compan

Topics: User centric design, Requirements Engineering, Service Engineering, CAD
Publisher: Cranfield University Press
Year: 2009
OAI identifier:
Provided by: Cranfield CERES

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