Investigation into how each stakeholder plays a role at different levels of granularity to realise a long-term service design project

Abstract

A 5-year service design project, 'Digital Detox', aims to develop a service business model and build a platform for service content that helps to prevent young teenage students become addicted to using smartphones. This paper aims to explore 1) how tasks are undertaken in each year's process and 2) depending on each year'sprocess' phase, what roles stakeholders and designers play to realise the service andits system in the market. Through investigating each year's phase, we found that theservice agency's authority as project manager was shared with diverse partnershipsto embody the service design concept and commercialise the service. The partners'roles can be divided into four types: 1) an informative role to evaluate the suggestedprototype, 2) consultative and 3) participative roles to engage with users and embodyan elaborate plan, and 4) a masterful role to lead a certain activity which requirespartners' professional knowledge or capabilities.