This conceptual paper develops and justifies a pro-active, design-driven approach to sustainable destination development. Using insights from design science, it helps explain the limited practical usability of concepts such as the Tourism Area Life Cycle, by noting that these often focus on an aggregated ‘topological’ level of destination design, while a focus on experiences and product development on a ‘typological’ and ‘morphological’ level is key to constitute change. The ‘Tourism Destination Design Roadmap’ is introduced, its potential to scrutinise ‘visitor flows’ is explored as well as ways in which it can contribute to developing desirable qualities in a destination, while minimising negative impacts. The paper concludes by highlighting its conceptual contribution and identifying directions for future research.
MULTIFILE
Service design is literally the design of services. Service designers improve existing services or design completely new ones. Nothing new so far. Services have been around for centuries, and every service was conceived and designed by someone. However, service design takes a different angle; a different perspective as its starting point: it is a process of creative inquiry aimed at the experiences of the individual user. ‘Service design, insights from 9 case studies’ is the final publication of the Innovation in Services programme. During this programme, creative design agencies applied the methods of service design in nine different projects.
Background: During the process of decision-making for long-term care, clients are often dependent on informal support and available information about quality ratings of care services. However, clients do not take ratings into account when considering preferred care, and need assistance to understand their preferences. A tool to elicit preferences for long-term care could be beneficial. Therefore, the aim of this qualitative descriptive study is to understand the user requirements and develop a web-based preference elicitation tool for clients in need of longterm care. Methods: We applied a user-centred design in which end-users influence the development of the tool. The included end-users were clients, relatives, and healthcare professionals. Data collection took place between November 2017 and March 2018 by means of meetings with the development team consisting of four users, walkthrough interviews with 21 individual users, video-audio recordings, field notes, and observations during the use of the tool. Data were collected during three phases of iteration: Look and feel, Navigation, and Content. A deductive and inductive content analysis approach was used for data analysis. Results: The layout was considered accessible and easy during the Look and feel phase, and users asked for neutral images. Users found navigation easy, and expressed the need for concise and shorter text blocks. Users reached consensus about the categories of preferences, wished to adjust the content with propositions about well-being, and discussed linguistic difficulties. Conclusion: By incorporating the requirements of end-users, the user-centred design proved to be useful in progressing from the prototype to the finalized tool ‘What matters to me’. This tool may assist the elicitation of client’s preferences in their search for long-term care.
