• A Visual Language for the Modelling of Service Delivery Processes to Support Business Processes Management 

      Lee, Eunji; Karahasanovic, Amela; Halvorsrud, Ragnhild (Journal article; Peer reviewed, 2015)
      Business process management aims to align the business processes of an organisation with customers’ needs. Such alignment is of particular importance for services and requires a good understanding of the interactions among ...
    • Components of a Visual Language for Service Design 

      Halvorsrud, Ragnhild; Lee, Eunji; Haugstveit, Ida Maria; Følstad, Asbjørn (Chapter, 2014)
      The increasing interest in service design implies the need for more formal approaches to the analysis, conceptualization, and implementation of services. In particular, this is critical when multiple actors, such as ...
    • Customer Journey Heatmaps: a wake-up call 

      von Zernichow, Roger; Skjuve, Marita; Halvorsrud, Ragnhild (Chapter, 2018)
      A certain company experienced an increasing level of dissatisfaction among its customers with the service it provided, and disagreed internally about the root causes of the negative trend. This case study describes a ...
    • Customer journey measures - State of the art research and best practices 

      Følstad, Asbjørn; Kvale, Knut; Halvorsrud, Ragnhild (Research report, 2013)
      We have conducted a systematic review of the scientific literature on customer journeys to support our work on customer journey measures in the research project Customer Care 2015. A total of 54 journal and conference ...
    • Digital oppfølging og støtte for personer med multippel sklerose. Erfaringer fra prosjektet MS-DOS 

      Røhne, Mette; Halvorsrud, Ragnhild; Strisland, Frode; Moen, Stine Marit; Celius, Elisabeth Gulowsen (SINTEF Rapport;, Research report, 2018)
      MS-DOS er et forprosjekt som undersøker muligheter for at personer med multippel sklerose (MS) og relevante helseaktører kan ta i bruk digitale hjelpemidler for bedre oppfølging, behandling og mestring av sykdommen. Målet ...
    • Hva er et pasientforløp? 

      Halvorsrud, Ragnhild; Skjuve, Marita (SINTEF Rapport;, Research report, 2018)
      Pasientforløp har nærmest blitt et obligatorisk uttrykk i helsesammenheng, enten du er politiker, sykepleier, eller IT-ansvarlig. Denne rapporten oppsummerer resultater fra et forprosjekt der vi har undersøkt selve begrepet ...
    • Improving service quality through customer journey analysis 

      Halvorsrud, Ragnhild; Kvale, Knut; Følstad, Asbjørn (Journal article; Peer reviewed, 2016)
      Purpose: The purpose of this paper is to propose a framework based on customer journeys for a structured portrayal of service delivery from the customer’s point of view. The paper also introduces customer journey analysis ...
    • Involving Users in the Design of Sharing Economy Services 

      Følstad, Asbjørn; Chasanidou, Dimitra; Haugstveit, Ida Maria; Halvorsrud, Ragnhild (Chapter, 2017)
      Involving users in the design of sharing economy services is important to re-alize the expected growth in this market. However, such involvement may be challenging due to the complexity and networked character of the service ...