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PEOPLE@HES-SO – Annuaire et Répertoire des compétences
PEOPLE@HES-SO – Annuaire et Répertoire des compétences

PEOPLE@HES-SO
Annuaire et Répertoire des compétences

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Ramseyer Randolf

Ramseyer Randolf

Doctorant-e

Compétences principales

Service Design

Qualitative Research

Crisis Management

Innovation Management

Strategic Risk Management

Critical Incident Technique

  • Contact

  • Publications

  • Conférences

Contrat principal

Doctorant-e

Téléphone: +41 58 606 91 46

Bureau: TP142

HES-SO Valais-Wallis - Haute Ecole de Gestion
Route de la Plaine 2, Case postale 80, 3960 Sierre, CH
HEG - VS
Institut
Institut Tourisme
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2022

Quasi-experiment to assess the role of real-life tests for the acceptance of technology for mobility as a service
Chapitre de livre ArODES

Benjamin Nanchen, Emmanuel Fragnière, Randolf Ramseyer

Dans Catenazzo, Giuseppe, Challenges and opportunities for transportation services in the post-COVID-19 era  (Pp. 177-193). 2022,  Hershey, PA : IGI Global

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Résumé:

New technologies like autonomous vehicles (AVs), grouped under the concept of mobility as a service (MaaS), provide new experiences for users. To be considered as an innovation, these technologies must be accepted and adopted by users. AVs provide a public transport service in a new manner, without a service provider or driver. This kind of service is called self-service. For this research, the acceptance and adoption of AVs is investigated in a touristic ecosystem in the context of a post-COVID era. This chapter presents the result of a quasi-experiment conducted in Switzerland with students that testing an AV enhanced the user acceptance of this technology for the first and last mile of a journey (FMLM) in a touristic context. To this end, they used a revised model of the technology acceptance model (TAM) and administered the same questionnaire before and after the test of an AV. In the context of a post-COVID era, AVs could provide solutions for personal mobility for long distance as well. However, it will be necessary to provide a test-bench for these new services.

Perceptions of people with special needs regarding autonomous vehicles and implication on the design of mobility as a service to foster social inclusion
Article scientifique ArODES

Benjamin Nanchen, Randolf Ramseyer, Sandra Grèzes, Mélanie Wyer, Alain Gervaix, Dominic Juon, Emmanuel Fragnière

Frontiers in human dynamics,  2022, vol. 3, article no. 751258, pp. 1-12

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Résumé:

Worldwide, more than one billion people live with disabilities. People with disabilities (PWD) have needs in terms of autonomy, social participation and inclusion. Mobility is one condition for them to be included in society and participate in social life. Autonomous vehicles (AVs) can be part of the concept of Mobility as a Service (MaaS) that enables us to rethink the policy of mobility. However, the way these new autonomous mobility services are designed could exclude PWD. To prevent that, universal design principles and inclusive design could help policymakers and public transport companies design new means of transport that are accessible to all. However, perceptions of PWD regarding MaaS in general and AVs are not well documented. This article presents qualitative research about these perceptions. Eight semi-directive interviews were thus carried out on the subject. Based on these findings, we developed an integrative model to accompany and orchestrate such AV design developments. This integrative model will help policymakers and public transport companies rethink mobility concepts while incorporating AVs and make them accessible to ensure the social inclusion of PWD.

Blockchain technology in the tourism industry :
Article scientifique ArODES
new perspectives in Switzerland

Emmanuel Fragnière, Jean-Michel Sahut, Lubica Hikkerova, Michael Schumacher, Sandra Grèzes, Randolf Ramseyer

Journal of innovation economics management,  2022, no. 37, pp. 65-90

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Résumé:

Blockchain is often presented in the tourism industry as being a technology in a global approach that will enable the sector to make its digital transformation and bring a whole series of advantages, both financial and logistical. The reality is different, however. Indeed, research on Blockchain tends to focus on essentially technical aspects and takes little account of the customer experience in the sector in which it will be integrated. The aim of this exploratory research, based on 18 semi-directive interviews, is to understand the sociological obstacles to the adoption of Blockchain by tourism professionals in Switzerland. Our generalized findings are presented in the form of four research proposals that argue that, without the intervention of the State, it is hard to see how such disruptive innovation can radically change the highly fragmented tourism sector.

2021

The potential of public autonomous vehicles in Alpine tourism destinations
Article scientifique ArODES

Sandra Grèzes, Vincent Grèzes, Michael Fux, Randolf Ramseyer, Rolf Wilk

Téoros : revue de recherche en tourisme,  2021, vol. 40, no. 2

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Résumé:

Cette étude porte sur le potentiel des véhicules publics autonomes électriques pour les destinations touristiques alpines. Le dilemme entre tourisme et mobilité dans ces régions repose sur la coexistence d’une forte demande de mobilité et d’une sensibilité à la protection de l’air pur et de la beauté naturelle qui représentent d’importants atouts. Cette étude se concentre sur les opportunités, les défis et les éléments susceptibles d’entraver l’adoption de ces technologies en se basant sur des interviews d’experts. En outre, dans le cadre de cette étude, les opinions et les craintes de futurs utilisateurs de ces véhicules sont évaluées. Les résultats montrent que ces véhicules autonomes publics et électriques paraissent présenter une solution valide pour les destinations touristiques alpines qui souhaitent devenir plus durables et être mieux alignées avec les besoins de leurs touristes. Néanmoins, ces véhicules doivent être gérés d’une manière intelligente pour éviter une augmentation de la circulation. En matière de technologique, ces véhicules ont toutefois besoin d’améliorations pour mieux s’adapter aux conditions particulières d’un environnement alpin.

Design social dans la région de Tataouine :
Article scientifique ArODES
une démarche pragmatique et interdisciplinaire de codesign

Nesrine Ellouze, Randolf Ramseyer, Daniela Brisolara

Sciences du design,  2021, no 13, pp. 72-83

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Résumé:

Cet article présente l’expérience interdisciplinaire de design social vécue à Tataouine, en Tunisie. Il adopte une démarche pragmatique dont les principes valorisent l’expérience, les processus participatifs du codesign et la recherche-projet. Pour instancier notre modèle de codesign, l’idée et la motivation initiales sont passées par un intégrateur public (gouvernorat de Tataouine) détenant une ressource inexploitée (les ksour) et souhaitant développer de nouveaux services pour renforcer l’attractivité régionale et promouvoir les acteurs locaux. La vision du projet est dès lors de mettre à profit les liens établis entre les institutions et d’encourager la coopération et l’échange entre les professeurs et experts de différentes disciplines. L’objectif de l’article est de produire une réflexion sur l’action a posteriori en soulignant les choix méthodologiques et la constitution de l’expérience vécue.

2019

Mieux prendre en compte l’usager dans le design de transport public :
Article scientifique ArODES
cas d’étude sur les navettes autonomes à Sion

Randolf Ramseyer, Emmanuel Fragnière, Benjamin Nanchen, Florian Evéquoz, Grace Eden

Ocula,  2019, vol. 20, pp. 47-56

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Résumé:

Dans le domaine de la mobilité, l’arrivée de systèmes de transport autonome prend de l’ampleur. Dès lors, il est capital de prendre en compte les facteurs qui auront une incidence sur l’adoption de ces systèmes par les utilisateurs. De manière générale, pour que la mise en oeuvre d’une technologie soit réussie, le service fourni par celle-ci doit améliorer le confort et la sécurité de l’utilisateur. Nous présentons dans cet article les résultats d’immersion de 21 utilisateurs de la navette autonome de la ville de Sion en Suisse. Cette étude est la première étape d’une approche de design de service afin d’optimiser les navettes autonomes en tant que service public de mobilité.

2018

Developing a mutualized R&D for network organizations based on Living Lab methods :
Chapitre de livre ArODES
the transformation of Sion military airport into a commercial airport

Emmanuel Fragnière, Benjamin Nanchen, Marine Héritier, Randolf Ramseyer, Magali Dubosson, Joelle Mastelic

Dans ENoLL, Research and innovation conference proceedings : open living lab days 2018  (Pp. 353-369). 2018,  Berlin : ENoLL

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2017

Using ethological approaches to understand skiers’ behavior in cable cars queues in order to improve overall satisfaction :
Chapitre de livre ArODES
an empirical study conducted in the Swiss Alps

Emmanuel Fragnière, Valentine Gaillet, Benjamin Nanchen, Randolf Ramseyer

Exploring services science : 8th International Conference, IESS 2017, Rome, Italy, May 24-26, 2017, Proceedings  (pp. 421-430). 2017,  Cham : Springer

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Résumé:

In a service quality perspective, the animal behavior of humans (e.g. human ethology) in queues has, to our knowledge, never been observed. This paper provides an empirical exploratory enquiry with the scope to understand skiers’ behaviors in cable cars queues in order to improve their overall satisfaction. We carried 82 immersions and 43 semi-directed interviews in the Swiss Alps (Valais), during the scholar vacations of February 2016. Along with the literature review, this research provides hypotheses to better understand the interface between a human queue and a mechanical transportation system. To adjust to the rigid system of the cable cars, our results show that a queue’s regulation is mostly based on ethological behavior.

Service design and educational challenges to foster innovation in tourism :
Article scientifique ArODES
the case of the Swiss Matterhorn region

Emmanuel Fragnière, Randolf Ramseyer, Vincent Grèzes, Patrick Kuonen, Benjamin Nanchen, Jean-Michel Sahut

Gestion 2000,  2017, Vol. 34, no. 1-2, pp. 203-213

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Résumé:

In this paper, we discuss educational challenges oriented toward service design in order to galvanize the offer of tourism services with an illustration of the Swiss Matterhorn region. Indeed, based on outdated business practices, the tourism economy of Switzerland is losing momentum. In response, it is now vital that Swiss Alpine tourist destinations shift from a construction to an exploitation-based business model. In this paper, we explain this difficult context, make some links with the scientific literature and detail the service design curricula we have implemented over the last years at the Swiss School of Tourism to foster innovation in tourism services. In particular we develop the following thesis. We believe that service design as a way to foster innovation will enable the Swiss Matterhorn Region to stage a spontaneous and authentic revisited tourism experience. Consequently teachers and educators need to train students to gain a holistic appreciation of a touristic experience through knowledge sharing. Thus, they will be able to understand and manage the multifaceted complexity of touristic services.

2021

The Student Journey Map (SJM) :
Conférence ArODES
a scenario-based approach to professionalizing digital education

Emmanuel Fragnière, Maria Sokhn, Camille Pellaton, Charline Unternährer, Randolf Ramseyer

Proceedings of IECON 2021 - 47th Annual Conference of the IEEE Industrial Electronics Society

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Résumé:

The Student Journey Map (SJM) places learners at the center of sharing knowledge, with the support of a teacher who assumes the role of coach in the acquisition and dissemination of know-how. The SJM is designed to be experimented with in combination with the educational scripting approach of the Customer Journey Map. In our qualitative study, we formulated several propositions, the primary one being that it is important to offer face-to-face social exchanges in student-based environments. The SJM helps to compensate for isolation by recreating a social link between students. The teacher begins by establishing the pedagogical scenario of the course with its objectives, the topics to be covered, and practical training sessions. Our experiments show that by using the SJM approach, students collaborate directly with each other, thereby allowing co-learning that does not occur in a merely transposed online teaching approach.

The citizen journey map to promote the notion of universal design in the digitalisation of democratic processes
Conférence ArODES

Magali Dubosson, Randolf Ramseyer, Antoine Widmer, Blaise Larpin, Emmanuel Fragnière

Proceedings of the 19th International Conference e-Society

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Résumé:

In this research, we have created a new model called "Citizen Journey Map" by analogy to the "Customer Journey Map" in the context of a voting "digital experience". In order to properly design the citizen's digital journey, it is indeed crucial to understand the cultural and socio-demographic characteristics of the Swiss population and to consider all the stages of the various operational processes leading up to the vote (official announcement of the subject of the vote, opinion formation, role of the media and political parties, social networks, etc.). On the basis of these characteristics identified by field surveys, it is possible, thanks to the possibilities offered by digitization, to apply the principles of universal (or integrative) design and thus take into account the vulnerabilities of the entire population. As a case study here, we concentrate on one part of this citizen journey, which is the reading of the official voting documentation. This reading is all the more difficult for those who are voting for the first time, especially young voters, and those who do not master the national languages (French, German, Italian) perfectly. Digitization helps the reading, via a simple mobile phone or a tablet, by a so-called "augmented reality" process. The official document is thus "increased" or completed by a series of definitions, diagrams, translations, pictograms, etc. that allow a dynamic and simplified reading. This app contributes to civic engagement by promoting political knowledge co-creation. This is an in-progress research since the full-scale experiment that we intended to realize in 2020 has been postponed due the Covid.

Orchestrating tourism actors' network via the "N-1 N+1 touchpoints" algorithm :
Conférence ArODES
a b2b chatbot to improve customer's journeys

Randolf Ramseyer, Davide Calvaresi, Benjamin Nanchen, Roland Schegg, Michael Schumacher, Emmanuel Fragnière

Proceedings of the 19th International Conference e-Society 2021

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Résumé:

This paper elaborates on a novel concept to orchestrate tourism networks. In particular, each actor optimizes his service (touchpoint n) while seamlessly transferring the customer information from the previous (touchpoint n-1) to the following service (touchpoint n+1). To implement such a theory, we leveraged on chatbot technology, which interfacing directly with the user eased the transition from the point of interaction (touchpoint) n-1 to n+1. Moreover, the chatbot entails the connection between the nodes of the customer's journey, enabling user profiling, personalization, and knowledge transfer. The deployment of a chatbot implementing the "n-1 n+1 touchpoints" model would significantly benefit actors operating in a fragmented touristic economy (i.e., Switzerland). Hence, we tested the first prototype in the heart of the Canton Valais, where, in collaboration with students in tourism, we based the scenario on counterfactual thinking. In particular, we identified all the possible situations a grandmother and her grandson might face arriving at the Sierre train station to spend a day in Crans-Montana. In turn, using reenactment theatre techniques, tourism professionals played the worst-case scenario (without chatbot) and the best case (with the chatbot) to elicit the different clients' perceptions on those diametral situations. Such a feasibility study paved the way to a more holistic view, employing artificial intelligence techniques to enhance the chatbot and smoothen the "n-1 n+1 touchpoints" dynamics.

2020

Improving the accessibility of touristic destinations with an assistive technology for hiking
Conférence ArODES
applying universal design principles through service design

Benjamin Nanchen, Pierre Margot-Cattin, Randolf Ramseyer, Roland Schegg

Proceedings of the 17th International conference on computers helping people with special needs

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Résumé:

Accessible Tourism focus on the logistical attributes being accessible to all and on the process to develop accessible products and services with all stakeholders of the touristic destination. Assistive technologies can be used to improve the accessibility of touristic destination and attraction. Some assistive technologies are designed for hiking. However, their integration on the customer journey has to be designed as a service. To this end, universal design principles and guidelines can be used to design products and services accessible to all. Universal design and accessible tourism are both rooted in the social model of disability, which states that it is the society who is disabling. The potential and the conceptualization of applying universal design principles for tourism has been widely discussed. However, little has been done to operationalize this idea. In this article, we demonstrate how to co-create with users an accessible touristic service based on an assistive technology who enables hiking for people using wheelchairs. Our main findings illustrate the pros and the cons of using and assistive technologies and the importance of considering the whole customer journey to improve the accessibility of touristic destinations.

Assessing a digitalised citizen consultation platform based on a qualitative survey :
Conférence ArODES
the case of Valais canton's new constitution

Emmanuel Fragnière, Vincent Grèzes, Martine Hofstädter, Dominic Juon, Sherine Seppey, Randolf Ramseyer

Proceedings of the 18th International Conference e-Society 2020

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Résumé:

The practice of citizens' democratic rights and duties must be questioned at a time when many of our daily customs and rituals are being challenged and redefined by the digital revolution. While retailing has already profoundly altered our daily interactions, any practice related to the exercise of democracy remains very traditional and this seems to be at the root of an ever-increasing disinterest in politics, especially among young people. We had the opportunity, through a qualitative survey, to study this theme in relation to the complete revision of the Constitution of the Canton of Valais in Switzerland. The latter follows a democratic process in which 130 citizens of Valais were elected to revise the Constitution. In addition, a consultation was put online on a platform as a pilot project from 7 November 2019 to 5 January 2020 with the aim of encouraging citizen participation and thus giving a voice to all the inhabitants of Valais. In this paper, we present the main elements of this qualitative survey based on the technique of "hypothetical scenarios", conducted among 20 Valais residents interested in politics (the majority of the interviewees did not use the online platform, a minority did, and some of the interviewees are “stakeholders” linked to the Constituent project). In addition to the survey based, we also carried out a "netnographic" analysis using the 1,235 contributions left on the platform during the pilot project period. The analysis of the transcripts made on the basis of the semi-directive interviews shows an interest in these digital citizen platforms. However, the respondents recognise that the citizens' platform is a first test and that more innovation and testing in this area is needed to involve people who are not currently participating in the democratic debate. This is somewhat confirmed by our netnography, as all the content of the platform has been produced by people with a proven political culture.

2019

The digitisation of the Ksourian cultural heritage :
Conférence ArODES
implementing a knowledge dissemination model to promote the sustainable protection and safeguard of culture

Randolf Ramseyer, Nesrine Ellouze, Daniela Brisolarac

Proceedings of the 2nd International Conference on digital, innovation, entrepreneurship & financing

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Résumé:

Cultural heritage is a precious asset that attributes a specificity belonging to a region or country. Cultural heritage does not stop at material artifacts but also includes traditions or living expressions transmitted from generation to generation. The richness of the cultural heritage should be preserved and developed as it plays a major role in the social and economic field of the region. Although often threatened, tangible and intangible cultural heritage is essential for maintaining cultural diversity in the face of increasing globalization. The processes of globalization have widened the space for daily relationships, whether social, economic, cultural or political. Knowing one's cultural heritage promotes intercultural dialogue and thus makes it possible to trace collective identities through traditional reference points. The new possibilities offered by the information society and the emergence of new technologies make it possible to safeguard and disseminate knowledge beyond the usual traditional representations. The digitisation of heritage makes it possible to offer not only virtual reality tourist tour applications, but also applications for sharing scientific knowledge. As part of this research project conducted in Tataouine, we applied an interdisciplinary approach to develop theoretical and practical models of the digitization of heritage around the conservation and dissemination of knowledge and know-how while addressing social and economic issues and concerns.

Developing a quasi-experimental research design framework using analogue observation to evaluate the performance of a Living Lab output
Conférence ArODES

Benjamin Nanchen, Emmanuel Fragnière, Patrick Kuonen, Joëlle Mastelic, Randolf Ramseyer, Henk Verloo

Proceedings of the OpenLivingLab Days (OLLD) 2019

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Résumé:

Since its introduction in the nineties, the concept of Living Lab has evolved from a space where technological innovations is tested directly by users for an innovation eco-system. The creation of the European Network of Living Labs (ENoLL) in 2006 characterizes this evolution. Although Living Lab are well disseminated around the world, there is a lack of consensus on how a Living Lab should be organized (macro level), which types of projects are considered as Living Lab projects (meso-level) and which methods should be used (micro level) (Schuurman, et al., 2015). Furthermore, Living Lab need tools to evaluate the performance of its output (Schuurman, et al., 2015). Therefore, we developed here a quasi-experimental research design framework using analogue observation to evaluate the performance of a Living Lab output. In this paper, we illustrate how to operationalize this research design framework in a case study that aims at introducing Autonomous Vehicles (AVs) in a city in Switzerland.

Fieldwork analysis of figurants' involvement in an airplane crash simulation in order to improve the realism of the exercise
Conférence ArODES

Emmanuel Fragnière, Benjamin Nanchen, Randolf Ramseyer, Patrick Kuonen, Blaise Larpin, Pierre-Yves Roh, Rolf Wilk

Proceedings of the 8th International Conference on Industrial Technology and Management (ICITM) 2019

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Résumé:

Aircraft crash simulation is a mandatory exercise for all international airports. The procedure of such a simulation is that a set of figurants play out a given plane crash scenario. Then, all professional bodies-such as police, fire brigades, medical care professionals, airport staff, and airline companies-react to the figurants' role play. The quality of the overall problem resolution is evaluated by the national civil aviation regulator. We postulate that the closer the figurants' staging corresponds to reality, the more relevant the simulation exercise will be in training professionals involved in resolving an actual accident. To our knowledge, very little literature focuses on improving the performance of figurants (research objective). In this research, we conducted a fieldwork study (methodology) during a recent official exercise at Sion Airport in Switzerland. Based on the fieldwork analysis (results), we propose a new staging model (findings) to improve similar simulation exercises (implication).

2018

Using phenomenology to assess risk perception of a new technology in public transportation the case of the autonomous vehicles as mobility as a service (MaaS) in Switzerland
Conférence ArODES

Randolf Ramseyer, Francesco Maria Cimmino, Lionel Emery, Sandra Grèzes, Vincent Grèzes, Benjamin Nanchen, Emilie Simon, Emmanuel Fragnière

Proceedings of the 3rd International Conference on System Reliability and Safety (ICSRS) 2018

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Résumé:

In the mobility sector, a large number of new technologies such as autonomous vehicles (AVs) and services (e.g. carpooling) are emerging. AVs involve not only passengers, but also authorities, manufacturers, public transportation companies, law enforcement officials, drivers, pedestrians and shopkeepers. Applying phenomenology - the description of a phenomenon's live experience [1] - to this case of Mobility as a Service (MaaS) contributes to understanding its complexity and provides insights of users' perception of risk related to the AVs. This new technology brings many opportunities to improve our mobility system. Identified potential risks can affect the efficiency and the perception of the service. In this exploratory research, we have employed a technique called experimental phenomenology to identify these risks. The major advantage of this approach is to take into account the perception of passengers as a driver for design.

A critical incident drill based on service design to improve digitization acceptance of processes in air traffic management :
Conférence ArODES
an organizational test conducted at Skyguide involving an external IT provider

Emmanuel Fragnière, Randolf Ramseyer, Patricia Bomme

Proceedings of the 3rd International Conference on System Reliability and Safety (ICSRS) 2018

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Résumé:

The digitalization of business processes implies important changes in the organization of air traffic control companies. In this research, we have developed an original critical incident drill approach based on service design techniques combined with risk management. The aim is to take into account the co-production elements inherent to any complex service system and also the necessary interplay between explicit (information) and tacit (know-how) knowledge. The critical incident drill begins with a preparation where immersion episodes and modeling of new digital processes by the service blueprint allows to imagine coherent and coordinated interactions between human expertise, information system and any external IT provider. Once ready the new process is simulated in real size and conditions. Co-creation between stakeholders makes it possible to conduct a relevant analysis of the risks as well as opportunities for improvement. This approach has been used successfully by skyguide to test and implement new air traffic management digitalized processes.

Service design thinking methodology for co-innovating the user experience
Conférence ArODES

Vincent Grèzes, Randolf Ramseyer, Benjamin Nanchen, Rolf Wilk, Sandra Grèzes, Antoine Perruchoud

Proceedings of the Smart Tourism Congress Barcelona (STCB) CETT UB 2018

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La dynamisation des démarches de participation citoyenne aux débats publics à l’échelle régionale dans une région périphérique de montagne :
Conférence ArODES
une étude de cas dans le canton du Valais, Suisse

Vincent Grèzes, Sandra Grèzes, Randolf Ramseyer, Florian Evéquoz, Nicole Fumeaux-Evéquoz, Antoine Perruchoud, Blaise Larpin

Proceedings of International Conference on Digital Innovation & Financing (DIF2018)

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2017

An ethological experiment to improve airport security gate process reliability :
Conférence ArODES
understanding time perception and personal awareness of older adult travelers

Emmanuel Fragnière, Francesco Maria Cimmino, Lionel Emery, Matthieu Héritier, Michael Kambly, Benjamin Nanchen, Randolf Ramseyer

Proceedings of the 2nd International Conference on System Reliability and Safety (ICSRS) 2017

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Résumé:

This research project aims to improve the management and reliability of airport security gate procedures by redesigning passenger queues based on human ethology methodologies. While queues have been studied from many angles, a scientific contribution based on a human ethology approach proposing regulation of queue dynamics to improve security effectiveness seems to be novel. Queueing behaviors, observed in previous fieldwork, led to the hypothesis that queue structuring can have a positive impact on wait time perception. This hypothesis was operationalized, according to ethology experiment design, through a passenger queue simulation. The data collected (n=140) confirmed the hypothesis. Average perceived time was lower for passengers who put items to be X-rayed on the belt in a specified order, along with higher personal awareness compared to the usual case where no order is imposed. Although this research is exploratory, we have been able to provide airport security management with some practical insights.

Design path of innovation service through data and human intelligence
Conférence ArODES

Randolf Ramseyer, Vincent Grézes, Riccardo Bonazzi

Proceedings of ITAIS 2017

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Résumé:

This article describes a digital service for managers in charge of leveraging digital media to innovate firms in established businesses. Nowadays, companies can collect data from social media as well as sensors connected to Internet to monitor competitors, customer trends and performance of their own services. Therefore, we wish to extend this opportunity to a greater set of firms by developing a solution that can (1) be used by those with limited know-how in data science, (2) be applied to small datasets of structured and unstructured data and (3) include qualitative insights from relevant stakeholders, such as internal/external experts and customers. We combine the notions of (a) conceptual mapping to formalize root-causes of problems to solve and (b) TRIZ methodology to develop new ideas in a semi-automated way. We illustrate our approach with two fictive examples: (1) a manufacturing firm wishing to develop remote maintenance and (2) a company innovating its product by performing patent analysis.

Service blueprint model :
Conférence ArODES
a tool to improve the co-creation process in living labs

Lucien Papilloud, Randolf Ramseyer, Joelle Mastelic, Emmanuel Fragnière

Proceedings of the OpenLivingLab Days 2017

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Résumé:

Living Labs (LL) are complex multi-stakeholders ecosystems of innovation. When co-creating a service, each actor has his own strategic agenda. Finding a common ground for co-creating a service is not an easy task and requires tools to facilitate and structure the reflection. This paper examines how “service blueprinting” techniques can contribute to improve the co-creation process in a living lab setting and develop a common ground. To our knowledge, this service development method has never been tested in a living lab process and no integrative analysis of this case has been conducted so far. The aim of this paper is to test this tool, thus creating bridges between service design (SD) science and Living Labs. To test this process, a first generic blueprint of the existing service has been designed, before organising a multi-stakeholder focus group, based on the Quadruple Helix Model, in order to develop the new service. The context of the case study is to develop a service to facilitate the energy transition but it could be tested in different sectors as well. The main findings are that the combination of these two approaches (LL and SD), launches the dialogue, contributes to set a common vision in a multi-stakeholders' ecosystem and forces the participants to integrate implementation constraints right from the beginning of the co-creation process. Even though Living Lab approaches are employed rather upstream of the innovation process and blueprinting methods more down-stream, top-down planning and bottom-up participation could be complementary when combined.

On the road with an autonomous passenger shuttle :
Conférence ArODES
integration in public spaces

Grace Eden, Benjamin Nanchen, Randolf Ramseyer, Florian Evéquoz

Proceedings of the ACM CHI 2017

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Résumé:

The integration of autonomous vehicles (AVs) onto public roads presents both technical and social challenges. Public understanding and acceptance of AVs requires engagement with people who live in, work at or visit cities where they are deployed on public road networks. We investigate the impact of one of the first placements of AV passenger transport on public roadways: the Sion <>. This late-breaking research presents preliminary results from interviews with local shopkeepers, residents, pedestrians and drivers to understand their attitudes and opinions of the shuttle. We also discuss video-based fieldwork that demonstrates how drivers negotiate next moves with one another through their windscreens using embodied signals such as gestures, lip-reading, and head nods to coordinate and manage a traffic situation. Finally, we consider the implications for how fully autonomous vehicles might be designed to take into account the subtle negotiations that road users engage in to coordinate with one another.

Expectation and experience :
Conférence ArODES
passenger acceptance of autonomous public transportation vehicles

Grace Eden, Benjamin Nanchen, Randolf Ramseyer, Florian Evéquoz

Proceedings of the 16th IFIP TC.13 International Conference on Human-Computer Interaction - INTERACT 2017

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Résumé:

Passenger acceptance is a key factor for the successful integration, uptake and use of autonomous vehicles (AVs) in the domain of public transpor-tation. Especially knowing opinions and attitudes around safety, comfort and convenience. We discuss a pilot study conducted as part of a larger research project where AVs are being tested to transport members of the general public on a specified route with designated stops. We present preliminary findings of fieldwork conducted where people were asked their opinions and attitudes both before and after riding on an AV shuttle as a passenger for the first time. This allows us to compare user expectation beforehand with actual experience after-wards.

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