The First Diamond is Service Design and the Second is UX/Interaction Design: the Double Diamond Model and Team Roles in Making a Mobile Service Application Using Cross-Disciplinary Teamwork

The aim of this qualitative case study was to investigate how visual tools such as the double diamond (DD) model and persona cards can support the cross-disciplinary team members’ understanding of their roles in a digital service design process. The case was the development process of developing a mobile application for school principals to support their continuous professional development, providing mentoring possibilities and helping in everyday matters. The development team members represented different disciplines such as service design, education, software developers (engineers) and graphic design. The study drew on the role theory to define the team members’ positions in the different phases of the process by using persona cards and the DD model as visual tools. The results indicate that the visual tools can help cross-disciplinary team members to better understand their positions and contributions in different stages of the process and to communicate better throughout the process. The results could be applied in other mobile or digital service design processes.