Extended Analysis of a Service Prototyping Experiment Conducted in Germany and France

Exploring service ideas and their alternatives, especially at the earlier design stages is a complex process representing a challenge for every industrial service provider. Prototypes could be designed in different conventional forms, such as verbal, physical, digital, or more immersive forms based on the use of extended reality technologies. This study relies on a service prototype experiment that was carried out from 2018 up to 2020 within an academic setting. This experiment is composed of several sessions to gauge the impacts of using different service prototyping forms. In this publication, we focus on the gender and occupation impact in regards to their performance, experience and acceptance. The results show that there are significant differences in terms of performances and experience. They reveal that the use of immersive technologies positively impacts the experience, effectiveness and adoption degree of the participants. We intend to generate new knowledge on the impact of immersive technologies on service prototyping.