How to Get a Leader to Talk: Tangible Objects for Strategic Conversations in Service Design

This paper presents explorative work investigating how tangible objects can assist the understanding and discussion of the strategic implications of future scenarios. The paper draws upon theory and practice from co-design; particularly from the area of collaborative workshops using gaming; objects and tangible tools.

Three iterations of objects were developed; then evaluated through discussions with leaders in three commercial service providers. The results show that the tangible objects encouraged efficient and effective discussion and reflection regarding strategic implications of future scenarios. Further; they directed the discussion towards unexpected areas and helped the leaders gain an overview that supported meaningful discussion of future strategy.

The paper contributes to the field of Service Design by bridging co-design and service design and introducing tangible models; particularly as a tool for strategic discussion. It describes the development process and the results and discusses the important role that tangible objects might play in the future service co-design process.