Service Blueprinting.

Care facilities are complex service systems, and resident-centred voice assistance is barely researched. That is exactly where the thesis starts.

I am the sole author and own the research question, the method, the modelling and the analysis.

The thesis is written at the University of Göttingen and uses MAUTZI as its case, while staying independent of any product interest in its assessment.

In terms of method, the thesis follows Design Science Research, carried out with Service Blueprinting. Frontstage, backstage and support show what really happens at each touchpoint.

I modelled four typical usage scenarios, from starting a conversation to a weather request, and then looked for recurring patterns across all of them.

Four service blueprints are being modelled, and technical and organisational design requirements are derived from them. The thesis is not finished yet.

One recurring point is the human fallback. MAUTZI complements care and does not replace it, which matches the requirement for a human fallback that recurs throughout the literature.

Submission is planned for September 2026. Graded results will only be available after that.

A system is not ready for integration just because it works. Only the processes around it show what the care home and the technology have to deliver.

One limit is that MAUTZI was not in regular operation at the time of the study. The evaluation is therefore based on reasoning rather than field data, and the next step is a real trial in daily operation.