How HCI Interprets Service Design: A Systematic Literature Review

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

*Corresponding author for this work

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

3 Citations (Scopus)


The scope of Human-Computer Interaction (HCI) research is expanding with regard to the studied systems and stakeholders, and its impact areas. Service design has recently gained tractions in HCI as an approach to deal with these expansions. However, there has been confusion around the definitions and roles of service design in HCI, especially with its overlaps and differences with interaction design. To examine how HCI has adopted service design, this paper presents results from a systematic literature review on 52 papers from the most cited HCI publication venues. Our findings show that the adoption of service design concepts and methods in HCI has been sporadic over the past decade. The term service design has been interpreted as a variety of meanings. The most predominantly observed understandings include service design as a term for designing digital services instead of products, and as an approach providing a journey and system perspective to the design of social computing, Internet of Things, or other complex systems. Only a few studies adopted the fundamental logic of new value exchange or co-creation of systems from service design. We discuss the reasons behind the differing interpretations of service design by HCI and future opportunities for HCI to better benefit from service design.

Original languageEnglish
Title of host publicationHuman-Computer Interaction – INTERACT 2021 - 18th IFIP TC 13 International Conference, Proceedings
EditorsCarmelo Ardito, Rosa Lanzilotti, Alessio Malizia, Alessio Malizia, Helen Petrie, Antonio Piccinno, Giuseppe Desolda, Kori Inkpen
Number of pages22
ISBN (Electronic)978-3-030-85616-8
ISBN (Print)9783030856151
Publication statusPublished - 2021
MoE publication typeA4 Conference publication
EventInternational Conference on Human-Computer Interaction - Bari, Italy
Duration: 30 Aug 20213 Sept 2021
Conference number: 18

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume12933 LNCS
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349


ConferenceInternational Conference on Human-Computer Interaction
Abbreviated titleINTERACT


  • Multidisciplinary
  • Service design
  • Systematic literature review


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