Bachelor's thesis · University of Göttingen · 2026
Service Blueprinting.
How can the service processes of an AI-supported assistance system in residential care be structured with Service Blueprinting so that design recommendations for its organisational and technical integration can be derived?
- Design Science Research
- Four service blueprints
- Nine design requirements
- Submitted in August 2026
More about the project
Starting point
Care homes are complex service systems. For assistance systems that address residents directly, Service Blueprinting has hardly been studied. That is exactly where the thesis starts.
Approach
Design Science Research, carried out with Service Blueprinting. I modelled four scenarios, from starting a conversation via appointments and bingo to the weather request, and looked for recurring patterns across all of them.
Concrete results
Nine design requirements and three integration challenges, including a stable network connection, clear error communication, voice control throughout and a human fallback. Submitted in August 2026.
- usage scenarios as service blueprints
- 4
- design requirements
- 9
- integration challenges
- 3
Learnings
A system is not ready for integration just because it works. The limits of the thesis are the single case, four scenarios instead of all functions and the evaluation by reasoning. The next step is a trial in the daily operation of a care home.
Tools and methods
- Design Science Research
- Service Blueprinting
- Information Systems
Key insight
A system is not ready for integration just because it works. Only once the processes around it are visible can you say what the care home and the technology really have to deliver.