Pervasive Information Architecture in Service Design Blueprints: Walking Tours

As new scenarios bring new interaction possibilities, users create their experiences pervasively, blending physical and digital spaces of interaction and information. From the UX design perspective, the pervasive interaction is planned from digital space, creating connections to the physical context of use in mind. On the other hand, from the service design perspective, the experience is mostly planned from physical space and digital interactions are inserted as support processes to help actors build consumers’ experience. Independently of starting point (physical or digital), the full experience journey is put together by dynamic informational spaces, as many actors interfere and add content and context to the planned experience. This paper presents a low budget experiment of mapping touristic routes from service design perspective to further analysis of its informational spaces, in an attempt to discuss the integration of pervasive information architecture into service design.