Empathic perspective to understand people's experiences in the service prototyping context in Chile

Service prototyping is a commonly used method in design practice, especially in the service design field. The values of service prototyping are not only found in concretising abstract services, but also in the fact that it is a method that supports internal and external communication and enabling the exploration of new behaviours. This chapter reflects part of a research project carried out in Chile. The focus of the project was to identify the different aspects that could be transferred from Service Innovation Corner (SINCO) in Finland to the Chilean culture. SINCO laboratory, which is located at the University of Lapland, is a prototyping environment based on role playing and offers technology-aided tools for the visualisation and concretisation of service situations. The study used collaborative autoethnography as its basis throughout the process, and its elements have been utilised in the research process of this study, in the structure of five online workshops and in the ‘Prototyping through Empathic Insights’ framework.