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

doi:10.1145/3491102.3502128

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

National University of Singapore

Research output: Chapter in Book/Report/Conference proceeding › Conference article in proceedings › Scientific › peer-review

6 Citations (Scopus)

192 Downloads (Pure)

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 language	English
Title of host publication	CHI '22: CHI Conference on Human Factors in Computing Systems
Editors	Simone Barbosa, Cliff Lampe, Caroline Appert, David A. Shamma, Steven Drucker, Julie Williamson, Koji Yatani
Place of Publication	New York, United States
Publisher	ACM
Pages	1-14
Number of pages	14
ISBN (Electronic)	978-1-4503-9157-3
DOIs	https://doi.org/10.1145/3491102.3502128
Publication status	Published - Apr 2022
MoE publication type	A4 Conference publication
Event	ACM SIGCHI Annual Conference on Human Factors in Computing Systems - Virtual, Online, New Orleans, United States Duration: 30 Apr 2022 → 5 May 2022

Conference

Conference	ACM SIGCHI Annual Conference on Human Factors in Computing Systems
Abbreviated title	ACM CHI
Country/Territory	United States
City	New Orleans
Period	30/04/2022 → 05/05/2022

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10.1145/3491102.3502128Licence: CC BY

How HCI Adopts Service DesignFinal published version, 1.38 MBLicence: CC BY

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Lee, J.-J., Yap, C. E. L., & Roto, V. (2022). How HCI Adopts Service Design : Unpacking current perceptions and scopes of service design in HCI and identifying future opportunities. In S. Barbosa, C. Lampe, C. Appert, D. A. Shamma, S. Drucker, J. Williamson, & K. Yatani (Eds.), CHI '22: CHI Conference on Human Factors in Computing Systems (pp. 1-14). Article 530 ACM. https://doi.org/10.1145/3491102.3502128

Lee, Jung-Joo ; Yap, Christine Ee Ling ; Roto, Virpi. / How HCI Adopts Service Design : Unpacking current perceptions and scopes of service design in HCI and identifying future opportunities. CHI '22: CHI Conference on Human Factors in Computing Systems. editor / Simone Barbosa ; Cliff Lampe ; Caroline Appert ; David A. Shamma ; Steven Drucker ; Julie Williamson ; Koji Yatani. New York, United States : ACM, 2022. pp. 1-14

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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.",

author = "Jung-Joo Lee and Yap, {Christine Ee Ling} and Virpi Roto",

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Lee, J-J, Yap, CEL & Roto, V 2022, How HCI Adopts Service Design : Unpacking current perceptions and scopes of service design in HCI and identifying future opportunities. in S Barbosa, C Lampe, C Appert, DA Shamma, S Drucker, J Williamson & K Yatani (eds), CHI '22: CHI Conference on Human Factors in Computing Systems., 530, ACM, New York, United States, pp. 1-14, ACM SIGCHI Annual Conference on Human Factors in Computing Systems, New Orleans, Louisiana, United States, 30/04/2022. https://doi.org/10.1145/3491102.3502128

How HCI Adopts Service Design : Unpacking current perceptions and scopes of service design in HCI and identifying future opportunities. / Lee, Jung-Joo; Yap, Christine Ee Ling; Roto, Virpi.
CHI '22: CHI Conference on Human Factors in Computing Systems. ed. / Simone Barbosa; Cliff Lampe; Caroline Appert; David A. Shamma; Steven Drucker; Julie Williamson; Koji Yatani. New York, United States: ACM, 2022. p. 1-14 530.

Research output: Chapter in Book/Report/Conference proceeding › Conference article in proceedings › Scientific › peer-review

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AB - 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.

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Lee JJ, Yap CEL, Roto V. How HCI Adopts Service Design : Unpacking current perceptions and scopes of service design in HCI and identifying future opportunities. In Barbosa S, Lampe C, Appert C, Shamma DA, Drucker S, Williamson J, Yatani K, editors, CHI '22: CHI Conference on Human Factors in Computing Systems. New York, United States: ACM. 2022. p. 1-14. 530 doi: 10.1145/3491102.3502128

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

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