From Customer Journey To Knowledge Journey: Mapping The Knowledge Journey In Co-Design On Public Realm

DESIGN, USER EXPERIENCE, AND USABILITY: THEORY AND PRACTICE, DUXU 2018, PT I(2018)

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摘要
The focus of design has recently extended from user and product service systems to public and social service systems. There is a lack of practical studies on what exactly takes place when designing in the public sphere. Whether and how co-design can make a difference when design in public realm? To untangle these problems this paper conducted a comparative study from the knowledge conversion perspective. The first case is design for China village service system without co-design involved while the second case is design for a traditional handicraft service system with co-design approaches included. To get a better understanding, a dynamic model which combined the SECI framework elements with journey mapping format was developed. The analysis and comparison of the two cases through this dynamic model revealed two knowledge journeys which shed light on knowledge conversion in co-design and opened a new direction to study the related fieldworks.
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关键词
Customer journey, Co-design, SECI framework, Public design, Fieldwork study
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