Designing and evaluating service design tools based on the philosophy of Web3

Abstract

Web3 incorporates blockchain technology, decentralisation, and token economies, requiring new service design approaches. Existing design principles, tools, methods, and processes were developed before Web3 and may not address its unique characteristics. This paper extracts four Web3 characteristics − Ownership, Transparency, Tokenisation, and Community Governance − through literature review and constructs three corresponding service design tools: a service concept sheet, community member journey map, and service ecosystem map. Semi-structured interviews with five Web3 and service design experts evaluated these tools through content analysis, identifying improvement areas and refinement proposals.