Designing Coproductive Experiences

• In Event: SERVICE SYSTEMS: Service Experience Design

Abstract

Service operations characteristically involve some type of coproductive interaction between providers and customers. Service design involves simultaneously designing a customer experience and a provider experience. This presentation will review the PCN Analysis method for designing coproductive service processes, which considers value propositions, the use of technology, and different customer roles.

Author

• Scott E. Sampson, Brigham Young University