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Publications (5)


Service innovation through touch-points: development of an innovation toolkit for the first stages of New Service Development

This paper reviews one of the central areas of service design, the area of touch-point innovation. Specifically, it describes the development and use of a card-based toolkit developed in the AT-ONE project – the AT-ONE touch-point cards. These cards have been developed to assist cross-functional teams during the first phases of the New Service Development (NSD) process... Read »