Business Model Enriched With User Experience, as a Systemic Tool in Service Design

Abstract

Service design and business model design are considered in the literature as separate approaches to value creation for the customer. User experience, as a concept that represents a holistic emotional and meaningful result of the interaction with information technologies, is nowadays an important ingredient of the customer value. This paper aims to theoretically set the ground for using the business model concept as a systemic tool in service design that will support the design for user experience. Against this background, we ask: Can the business model concept successfully represent a system that is required for the value proposition-based service exchange? We investigate this question based on service-dominant logic and accompanying service science, and semantically compare elements of the service system, service ecosystem, and ten service science basic concepts. The analysis shows that the business model canvas, the chosen model for business model representation, satisfies the systemic perspective and can erve as a system platform for integrating with service design.