University of Oulu

SAUVOLA, T., RONTTI, S., LAIVAMAA, L., OIVO, M. and KUVAJA, P., 2016. Integrating Service Design Prototyping into Software Development. ICSEA 2016, pp.325-332

Integrating service design prototyping into software development

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Author: Sauvola, Tanja1; Runtti, Simo2; Laivamaa, Laura2;
Organizations: 1M3S research unit, University of Oulu
2University of Lapland
Format: article
Version: published version
Access: open
Online Access: PDF Full Text (PDF, 0.8 MB)
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Language: English
Published: IARIA, 2016
Publish Date: 2017-01-13


Customer-driven service design is becoming an integral part of continuous software development. The fulfilment of needs is manifested through customer behaviour patterns that are often difficult to identify and validate for R&D. This paper investigates how customer involvement in software development can be achieved through experience prototyping. First, participatory action research with four cases is presented. As a result, the benefits, challenges and critical factors for successful service prototyping are identified. Second, a practical model is proposed for integrating service design as sprints within the software development process. Based on the study, the deployment of these methods can be adopted through an organisational culture that invests in the needed mindset, expertise, timing and placement. Contextual and motivating user involvement is important throughout the software development process. A number of important subjects that need further studies, such as service design performance measurement and customer data management, were also identified.

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Series: International Conference on Software Engineering Advances
ISSN: 2308-4235
ISSN-E: 2308-4235
ISSN-L: 2308-4235
ISBN: 978-1-61208-498-5
Pages: 325 - 332
Article number: icsea_2016_14_20_10117
Conference: International Conference on Software Engineering Advances
Type of Publication: A4 Article in conference proceedings
Field of Science: 113 Computer and information sciences
Funding: This work was supported by TEKES (Finnish Fund for Technology and Innovation) as part of the 'Need for Speed' project ( and 'Value through Emotion' project.
Copyright information: © IARIA 2016. Published in this repository with the kind permission of the publisher.