• 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 ...
    • Communicating service offers in a conversational user interface - An exploratory study of user preferences in chatbot interaction 

      Følstad, Asbjørn; Halvorsrud, Ragnhild (OZCHI'20: Proceedings of the 32nd Australian Conference on Human-Computer-Interaction;, Chapter; Peer reviewed, 2020)
      The increased interest in chatbots accentuates the importance of conversational design. A key conversational design challenge concerns how to communicate available service offers to users. We present an exploratory study, ...
    • 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 ...
    • Customer journeys 

      Følstad, Asbjørn; Halvorsrud, Ragnhild (Others, 2023)
      The customer journey concept concerns the process of service provision from the customer perspective. Here, the service process is analyzed in terms of its concrete customer interactions, so called touchpoints, typically ...
    • Cybersecurity Awareness and Capacities of SMEs 

      Erdogan, Gencer; Halvorsrud, Ragnhild; Boletsis, Costas; Tverdal, Simeon; Pickering, J. Brian (Peer reviewed; Journal article, 2023)
      Small and Medium Enterprises (SMEs) are increasingly exposed to cyber risks. Some of the main reasons include budget constraints, the employees’ lack of cybersecurity awareness, cross-sectoral cyber risks, lack of security ...
    • Designing a Modeling Language for Customer Journeys: Lessons Learned from User Involvement 

      Halvorsrud, Ragnhild; Boletsis, Costas; Garcia-Ceja, Enrique (Chapter; Peer reviewed, 2021)
      Although numerous methods have been formalized for handling the technical aspects of developing domain-specific modeling languages (DSMLs), user needs and usability aspects are often addressed in ad hoc manners and late ...
    • 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 ...
    • Evaluation of a Tool to Increase Cybersecurity Awareness Among Non-experts (SME Employees) 

      Luan, Kaiying; Halvorsrud, Ragnhild; Boletsis, Costas (Peer reviewed; Journal article, 2023)
      Humans are the weak link in cybersecurity, hence, this paper considers the human factor in cybersecurity and how the customer journey approach can be used to increase cybersecurity awareness. The Customer Journey Modelling ...
    • The HORM Diagramming Tool: A Domain-Specific Modelling Tool for SME Cybersecurity Awareness 

      Boletsis, Costas; Orni, Sefat Noor; Halvorsrud, Ragnhild (Peer reviewed; Journal article, 2023)
      Improving security posture while addressing human errors made by employees are among the most challenging tasks for SMEs concerning cybersecurity risk management. To facilitate these measures, a domain-specific modelling ...
    • 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 ...
    • Involving users in the development of a modeling language for customer journeys 

      Halvorsrud, Ragnhild; Sanchez, Odnan Ref; Boletsis, Costas; Skjuve, Marita (Peer reviewed; Journal article, 2023)
      Although numerous methods for handling the technical aspects of developing domain-specific modeling languages (DSMLs) have been formalized, user needs and usability aspects are often addressed late in the development process ...
    • It’s Not My Problem: How Healthcare Models Relate to SME Cybersecurity Awareness 

      Pickering, J Brian; Boletsis, Costas; Halvorsrud, Ragnhild; Phillips, Stephen; Surridge, Mike (Chapter; Peer reviewed, 2021)
      Small and medium enterprises (SMEs) make up a significant part of European economies. Despite their economic importance, they are often described as poorly placed to deal with cyber risks because of resource constraints ...
    • “My Heart Jumped. Do I Have Cancer?”—Results of a Co-design Study with Cervical Cancer Screening Participants 

      Klonteig, Sandra; Li, Jiaxin; Halvorsrud, Ragnhild (Chapter, 2023)
      Cervical cancer can be prevented by routinely taking cell samples from the cervix (screening). The frequency of screening is a crucial factor, and there is great potential to utilize the registry data from the cervical ...
    • Smart Journey Mining for Improved Service Quality 

      Halvorsrud, Ragnhild; Mannhardt, Felix; Johnsen, Einar Broch; Tapia Tarifa, Silvia Lizeth (Chapter; Peer reviewed, 2021)
      This paper describes emergent challenges in extending and uniting research in service science and process mining. By combining formal representations of user journeys with process mining constructs, we aim to develop tools ...