The use of virtual elements for developing new service prototyping environments and more realistic simulations has been suggested as a way to optimise the service prototyping process. This work examines the application of virtual reality (VR) in prototyping service journeys and it hypothesises that VR can recreate service journeys in a highly immersive, agile, and inexpensive manner, thus allowing users to have a representative service experience and enabling service designers to extract high-quality user feedback. To that end, a new service prototyping method, called VR service walkthrough, is presented and evaluated through an empirical comparative study. A VR service walkthrough is a virtual simulation of a service journey, representing how the service unfolds over space and time. A comparative study between the VR service walkthrough method and an adapted service walkthrough method evaluates the application of both methods using a location-based audio tour guide service as a case study. Two user groups (each with 21 users) were used to evaluate both methods based on two factors: the user experience they offered and the subjective meaningfulness and quality of feedback they produced. Results show that the VR service walkthrough method gave a performance similar to that of the service walkthrough method. It was also able to communicate the service concept in an immersive way and foster constructive feedback.
Virtual Reality for Prototyping Service Journeys
Published 2018 in Multimodal Technologies and Interaction
ABSTRACT
PUBLICATION RECORD
- Publication year
2018
- Venue
Multimodal Technologies and Interaction
- Publication date
2018-04-10
- Fields of study
Computer Science
- Identifiers
- External record
- Source metadata
Semantic Scholar
CITATION MAP
EXTRACTION MAP
CLAIMS
- No claims are published for this paper.
CONCEPTS
- No concepts are published for this paper.
REFERENCES
Showing 1-48 of 48 references · Page 1 of 1
CITED BY
Showing 1-7 of 7 citing papers · Page 1 of 1