Multi-Touchpoint Design of Services for Troubleshooting and Repairing Trucks and Buses
Tim Overkamp, Stefan Holmlid · KTH Publication Database DiVA (KTH Royal Institute of Technology) · 2016
For professional transport companies, the time that a vehicle is not used for work – the downtime of a vehicle – is costly. In this paper, we introduce a research project that aims to speed up troubleshooting for trucks and buses through a combination of process improvements and development of software support. The result is a service that consists of multi-touchpoint encounters. During the project, we want to investigate how multi-touchpoint encounters can be represented, introduce the concept of implementation during the design of multi-touchpoint services and explore the consequences of the presence of multiple (non-)human actors that follow from multi-touchpoint encounters. We discuss preliminary results regarding these aspects. Thereby, we contribute with knowledge about how multi-touchpoint service encounters can be explored and how their implementation can be discussed as part of the process of designing them.