Edward David Matthews

• Matthews, Ted & Michalak-Paulsen, Adrian (2025). Exploring Experiential Insighting. ServDes'25. s. 1–23. doi: 10.21606/servdes2025.80. Fulltekst i vitenarkiv
• Matthews, Ted & Khanna, Kajal (2025). Exploring service rituals for at-work recovery toward healthcare worker wellbeing. ServDes'25. s. 1–24. doi: 10.21606/servdes2025.21. Fulltekst i vitenarkiv
• Clatworthy, Simon; Dennington, Claire & Matthews, Ted (2025). The experiential journey: Representing service experience over time | Intellect. Journal of Design, Business and Society. ISSN 2055-2114. 10(2), s. 137–159. doi: 10.1386/dbs_00062_1. Fulltekst i vitenarkiv Vis sammendrag

  This article presents practical explorations of how the customer experience can be integrated into customer journey maps and introduces the experiential journey. This is a development of the customer journey map, in which a richer and more precise representation of the user experience over time is presented. The article is aimed at service designers, practitioners and researchers into service innovation and service provision. The article presents work that has been carried out over ten years as part of both multiple research projects and MA-level teaching. It uses a research-through-design approach. We compare theory about customer experience with today’s practice and show that customer journey maps do not adequately reflect today’s understanding of service experience. We then introduce ‘the experiential journey’ as a particular kind of customer journey map, in which the experience is in focus. The article describes practical explorations of the experiential journey through ten years of design exploration, and we suggest ways to move forward from today’s predominantly functional journey maps towards richer experiential versions. The article concludes by suggesting core elements that we consider relevant in an experiential journey and the implications that this has for service design. Practical solutions are described that designers can use immediately, and the implications that this may have for research are discussed. The combination of customer journey mapping and experience prototyping is identified as a promising research direction. The article combines multiple individual, and original pieces of work and is a valuable addition to both the fields of service design and service research.

• Suoheimo, Mari Eveliina; Dubovenko, Tetiana; Miettinen, Satu & Matthews, Edward (2023). Autoethnographic study of applying service journeys to asylum applications. I Cipolla, Carla; Mont’Alvão, Claudia; Farias, Larissa & Quaresma, Manuel (Red.), Proceedings of ServDes 2023: Entanglements and Flows Service Encounters and Meanings. Linköping University Electronic Press. ISSN 9789180754767. doi: 10.3384/ecp203079. Fulltekst i vitenarkiv
• Matthews, Edward (2017). Sacred Service: The Use of ‘Sacred Theory’ in Service Design. Journal of Design, Business and Society. ISSN 2055-2114. 3(1), s. 67–97. doi: 10.1386/dbs.3.1.67_1. Fulltekst i vitenarkiv

Se alle arbeider i NVA

• Matthews, Edward (2021). Designing Sports and Fan Experiences from Rituals. Fulltekst i vitenarkiv
• Matthews, Edward (2021). Ritual, myth and cultural analysis in service design. Sacred Services Approach. Fulltekst i vitenarkiv
• Matthews, Edward (2021). Practical use of ritual, myth and cultural analysis in service design. Fulltekst i vitenarkiv
• Martinussen, Einar Sneve & Matthews, Edward (2019). Future faceting – Exploring multifaceted urban futures through interaction and service-design. Fulltekst i vitenarkiv
• Matthews, Edward (2017). City as Service: The potential role of service design in urban planning. Fulltekst i vitenarkiv
• Matthews, Edward (2017). Insight from users can lead to innovation. Fulltekst i vitenarkiv
• Matthews, Edward (2017). From walking around in customers shoes to meaningful service experiences. Fulltekst i vitenarkiv
• Matthews, Edward (2017). Tjenestedesign og Innovasjon. Fulltekst i vitenarkiv
• Matthews, Edward (2017). Delivering meaningful tourist experiences. Fulltekst i vitenarkiv
• Matthews, Edward (2017). City as Service: The potential role of service design in getting people on their bikes. Fulltekst i vitenarkiv
• Matthews, Edward (2017). Co-designing for Value in Use: A service Design Approach. Fulltekst i vitenarkiv
• Matthews, Edward (2017). Hvordan skape en helhet i opplevelsen. Fulltekst i vitenarkiv
• Mainsah, Henry; Matthews, Edward & Lee, Yanki (2015). Workshop: Developing devices for local participation in the Vennersberg Aktivitetspark project. Fulltekst i vitenarkiv
• Matthews, Edward; Mainsah, Henry; Hanne, Wang; Hege, Buberg & With, Tor Inge (2014). Workshop: Strategi for involvering av ungdom i prosjektet Vennersberg skolekrets aktivitetspark. Fulltekst i vitenarkiv
• Mainsah, Henry; Matthews, Edward; With, Tor Inge; Wang, Hanne & Nordby, Hege (2014). Workshop: Ungdom og deltakelse i prosjektet 'Vennersberg skolekrets aktivitetspark'. Fulltekst i vitenarkiv
• Matthews, Edward (2021). Exploring Sacred Service Design. Arkitektur- og designhøgskolen i Oslo. Fulltekst i vitenarkiv Vis sammendrag

  This study focuses on the development of new service design approaches for the design of experience-centric services through the integration and utilization of concepts and practices relating to the study of the sacred. During the rapid expansion and acceptance of service design as an established approach to service development, much attention has lately been given to the discipline’s role as an agent for the improvement of public sector services through user-centered innovation. However, less attention has been given to ways in which service design might contribute to the design of experience-centric services. Experience-centric services refer to services that lift the experiential with a designed intentionality as a crafted, differentiating element of the service offering (Zomerdijk & Voss,2010). At the same time, it has been shown that consumers are sharing extraordinary experiences through a form of sacralization of products and services (Belk, Wallendorf & Sherry. Jr, 1989). Such a phenomenon would seem to offer potential for new forms of experience-centric services. This PhD therefore has honed in on the study of the sacred as a possible area from which to glean fruitful practices and concepts for the development of new approaches for the design of experience-centric services. In doing so, it has drawn from approaches, concepts and practice from socio-cultural domains to weave this together with service design practice to develop a new service design approach. The main methodological approach of this PhD is research through design (RtD) supported by practice-based design and research methods located within qualitative inquiry. This was done through a series of design cycles in collaboration with four, large Norwegian service providers in real life cases, running for periods of six weeks to eight-month durations. The main contribution of the research can be found in the resulting Sacred Services Approach, which is the main finding of the research. This is supported through the descriptions of the process and outcomes of the real-life case studies. Further reflection and implications are offered as part of the conclusion of the work. Through the evelopment of the Sacred Services Approach, the thesis contributes in three main ways: Analytically, it identifies and develops interdisciplinary themes and perspectives between sociocultural domains and service design. In regard to service design research, it develops an approach that enables a discussion and exemplification of how service design can integrate approaches, concepts and practice from socio-cultural domains into the discourse on service design to broaden its current framing. For service design practice, it develops an approach that is a useful and useable blueprint for the design of experience-centric services, specifically for what I refer to as ‘sacred customer experiences.

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