How HCI Adopts Service Design : Unpacking current perceptions and scopes of service design in HCI and identifying future opportunities

Jung-Joo Lee, Christine Ee Ling Yap, Virpi Roto

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

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Abstract

Service design has gained tractions in Human-Computer Interaction (HCI) as an approach to deal with changes of technology design scopes. In the meantime, there are confusions around definitions of service design and its relevance to HCI. Despite the co-existence of interests and confusions, little research has been done for a comprehensive overview of how HCI interprets and adopts service design. This research performed a systematic literature review on extant HCI publications that claim to use service design. The review findings from the 179 publications revealed varying dimensions of service design taken up in HCI, relations between service design scopes and emerging technologies, as well as unclarity to service design in HCI and HCI's current tendency to use service design for the interaction level rather than the system level. We discuss future design and research opportunities for HCI by integrating the system level dimensions of service design.
Original languageEnglish
Title of host publicationCHI '22: CHI Conference on Human Factors in Computing Systems
EditorsSimone Barbosa, Cliff Lampe, Caroline Appert, David A. Shamma, Steven Drucker, Julie Williamson, Koji Yatani
Place of PublicationNew York, United States
PublisherACM
Pages1-14
Number of pages14
ISBN (Electronic)978-1-4503-9157-3
DOIs
Publication statusPublished - Apr 2022
MoE publication typeA4 Article in a conference publication
EventACM SIGCHI Annual Conference on Human Factors in Computing Systems - New Orleans, United States
Duration: 30 Apr 20225 May 2022

Conference

ConferenceACM SIGCHI Annual Conference on Human Factors in Computing Systems
Abbreviated titleACM CHI
Country/TerritoryUnited States
CityNew Orleans
Period30/04/202205/05/2022

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