ActS – Service design based on human activity sets

Purpose This paper aims to develop and apply a service design method that allows for stronger recognition integration of human activities into the front-end stages process. Design/methodology/approach Following discussion different perspectives activity theory, develops called activity-set mapping (ActS). ActS is applied an exploratory project demonstrate its use. Findings Three broad on are suggested: (1) dyadic interaction, (2) systemic interaction (3) customer perspectives. The draws latter perspective focuses study sets. application shows can help identify visualize sets activities. Research limitations/implications opens new avenues by zooming in micro level capturing set linked desired goal achievement. However, limited reported research participants may exclude unconscious Further needed validate refine method. Practical implications will designers explore which humans engage achieve goal/end state. Originality/value concept “human set” analytical opportunities design. contributes visualization tool identifying uncovering benefits, sacrifices frequency