Participatory service design for emerging markets

G. R. Gangadharan; Anshu N. Jain; Nidhi Rajshree; Alan Hartman; Amit Agrahari

doi:10.1109/SOLI.2011.5986530

Participatory service design for emerging markets

G. R. Gangadharan
, Anshu N. Jain
, Nidhi Rajshree
, Alan Hartman
, Amit Agrahari

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

Abstract

The COCKPIT methodology for participatory service design was developed for use in Europe under the assumption of existence of pervasive broadband technology and widespread use of the internet and social networking. This paper extends the COCKPIT methodology by adapting it to the realities of emerging markets, where poverty, illiteracy, lack of infrastructure, and widespread corruption alter the fundamental assumptions of participatory service design. We include elements in the methodology which promote information dissemination, transparency, and the role of non-government organizations. The role played by the internet is replaced by low cost information dissemination and requirements gathering using mobile phones and accompanying technologies which empower the public in a developing country.

Original language	English
Title of host publication	Proceedings of 2011 IEEE International Conference on Service Operations, Logistics and Informatics, SOLI 2011
Pages	68-73
Number of pages	6
DOIs	https://doi.org/10.1109/SOLI.2011.5986530
State	Published - 2011
Externally published	Yes
Event	2011 IEEE International Conference on Service Operations, Logistics and Informatics, SOLI 2011 - Beijing, China Duration: 10 Jul 2011 → 12 Jul 2011

Publication series

Name	Proceedings of 2011 IEEE International Conference on Service Operations, Logistics and Informatics, SOLI 2011

Conference

Conference	2011 IEEE International Conference on Service Operations, Logistics and Informatics, SOLI 2011
Country/Territory	China
City	Beijing
Period	10/07/11 → 12/07/11

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

SDG 16 Peace, Justice and Strong Institutions

Keywords

Emerging markets
Government services
Participatory design
Service design
Service modeling

ASJC Scopus subject areas

Information Systems
Industrial and Manufacturing Engineering

Access to Document

10.1109/SOLI.2011.5986530

Cite this

Gangadharan, G. R., Jain, A. N., Rajshree, N., Hartman, A., & Agrahari, A. (2011). Participatory service design for emerging markets. In Proceedings of 2011 IEEE International Conference on Service Operations, Logistics and Informatics, SOLI 2011 (pp. 68-73). Article 5986530 (Proceedings of 2011 IEEE International Conference on Service Operations, Logistics and Informatics, SOLI 2011). https://doi.org/10.1109/SOLI.2011.5986530

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title = "Participatory service design for emerging markets",

abstract = "The COCKPIT methodology for participatory service design was developed for use in Europe under the assumption of existence of pervasive broadband technology and widespread use of the internet and social networking. This paper extends the COCKPIT methodology by adapting it to the realities of emerging markets, where poverty, illiteracy, lack of infrastructure, and widespread corruption alter the fundamental assumptions of participatory service design. We include elements in the methodology which promote information dissemination, transparency, and the role of non-government organizations. The role played by the internet is replaced by low cost information dissemination and requirements gathering using mobile phones and accompanying technologies which empower the public in a developing country.",

keywords = "Emerging markets, Government services, Participatory design, Service design, Service modeling",

author = "Gangadharan, \{G. R.\} and Jain, \{Anshu N.\} and Nidhi Rajshree and Alan Hartman and Amit Agrahari",

year = "2011",

doi = "10.1109/SOLI.2011.5986530",

language = "English",

isbn = "9781457705731",

series = "Proceedings of 2011 IEEE International Conference on Service Operations, Logistics and Informatics, SOLI 2011",

pages = "68--73",

booktitle = "Proceedings of 2011 IEEE International Conference on Service Operations, Logistics and Informatics, SOLI 2011",

note = "2011 IEEE International Conference on Service Operations, Logistics and Informatics, SOLI 2011 ; Conference date: 10-07-2011 Through 12-07-2011",

}

Gangadharan, GR, Jain, AN, Rajshree, N, Hartman, A & Agrahari, A 2011, Participatory service design for emerging markets. in Proceedings of 2011 IEEE International Conference on Service Operations, Logistics and Informatics, SOLI 2011., 5986530, Proceedings of 2011 IEEE International Conference on Service Operations, Logistics and Informatics, SOLI 2011, pp. 68-73, 2011 IEEE International Conference on Service Operations, Logistics and Informatics, SOLI 2011, Beijing, China, 10/07/11. https://doi.org/10.1109/SOLI.2011.5986530

Participatory service design for emerging markets. / Gangadharan, G. R.; Jain, Anshu N.; Rajshree, Nidhi et al.
Proceedings of 2011 IEEE International Conference on Service Operations, Logistics and Informatics, SOLI 2011. 2011. p. 68-73 5986530 (Proceedings of 2011 IEEE International Conference on Service Operations, Logistics and Informatics, SOLI 2011).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

TY - GEN

T1 - Participatory service design for emerging markets

AU - Gangadharan, G. R.

AU - Jain, Anshu N.

AU - Rajshree, Nidhi

AU - Hartman, Alan

AU - Agrahari, Amit

PY - 2011

Y1 - 2011

N2 - The COCKPIT methodology for participatory service design was developed for use in Europe under the assumption of existence of pervasive broadband technology and widespread use of the internet and social networking. This paper extends the COCKPIT methodology by adapting it to the realities of emerging markets, where poverty, illiteracy, lack of infrastructure, and widespread corruption alter the fundamental assumptions of participatory service design. We include elements in the methodology which promote information dissemination, transparency, and the role of non-government organizations. The role played by the internet is replaced by low cost information dissemination and requirements gathering using mobile phones and accompanying technologies which empower the public in a developing country.

AB - The COCKPIT methodology for participatory service design was developed for use in Europe under the assumption of existence of pervasive broadband technology and widespread use of the internet and social networking. This paper extends the COCKPIT methodology by adapting it to the realities of emerging markets, where poverty, illiteracy, lack of infrastructure, and widespread corruption alter the fundamental assumptions of participatory service design. We include elements in the methodology which promote information dissemination, transparency, and the role of non-government organizations. The role played by the internet is replaced by low cost information dissemination and requirements gathering using mobile phones and accompanying technologies which empower the public in a developing country.

KW - Emerging markets

KW - Government services

KW - Participatory design

KW - Service design

KW - Service modeling

UR - https://www.scopus.com/pages/publications/84860008634

U2 - 10.1109/SOLI.2011.5986530

DO - 10.1109/SOLI.2011.5986530

M3 - Conference contribution

AN - SCOPUS:84860008634

SN - 9781457705731

T3 - Proceedings of 2011 IEEE International Conference on Service Operations, Logistics and Informatics, SOLI 2011

SP - 68

EP - 73

BT - Proceedings of 2011 IEEE International Conference on Service Operations, Logistics and Informatics, SOLI 2011

T2 - 2011 IEEE International Conference on Service Operations, Logistics and Informatics, SOLI 2011

Y2 - 10 July 2011 through 12 July 2011

ER -

Gangadharan GR, Jain AN, Rajshree N, Hartman A, Agrahari A. Participatory service design for emerging markets. In Proceedings of 2011 IEEE International Conference on Service Operations, Logistics and Informatics, SOLI 2011. 2011. p. 68-73. 5986530. (Proceedings of 2011 IEEE International Conference on Service Operations, Logistics and Informatics, SOLI 2011). doi: 10.1109/SOLI.2011.5986530

Participatory service design for emerging markets

Abstract

Publication series

Conference

UN SDGs

Keywords

ASJC Scopus subject areas

Access to Document

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Cite this