The Overlaps and Boundaries between Service Design and User Experience Design

Virpi Roto; Jung Joo Lee; Effie Lai-Chong Law; John Zimmerman

doi:10.1145/3461778.3462058

The Overlaps and Boundaries between Service Design and User Experience Design

Virpi Roto, Jung Joo Lee, Effie Lai-Chong Law, John Zimmerman

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

14 Citations (Scopus)

298 Downloads (Pure)

Abstract

The ongoing transition within tech industry towards holistic service journey orchestration pushes user experience design (UXD) closer to service design (SD). At the same time, new digital channels for traditional services pushes SD closer to UXD. The increasing interplay between UXD and SD can cause confusion about their relationship, boundaries, and responsibilities. Little research has examined perceptions of these aspects in industry and academia. We surveyed 197 UXD and SD practitioners and academics about their understanding of the overlaps and boundaries between the two design practices. Our findings reveal several conflicting views around the scope of UXD and SD work, the subsumptive relation between UXD and SD, and the theoretical roots and methods each draws upon. We suggest constructive ways for the two design practices to complement each other. Our study shows that UX work is changing, and understanding this change is important to maintain the relevance of UX research.

Original language	English
Title of host publication	DIS 2021 - Proceedings of the 2021 ACM Designing Interactive Systems Conference
Subtitle of host publication	Nowhere and Everywhere
Editors	Wendy Ju, Lora Oehlberg, Sean Follmer, Sarah Fox, Stacey Kuznetsov
Publisher	ACM
Pages	1915-1926
Number of pages	12
ISBN (Electronic)	9781450384766
DOIs	https://doi.org/10.1145/3461778.3462058
Publication status	Published - 28 Jun 2021
MoE publication type	A4 Conference publication
Event	ACM Conference on Designing Interactive Systems: Nowhere and Everywhere - Virtual, Online, United States Duration: 28 Jun 2021 → 2 Jul 2021

Conference

Conference	ACM Conference on Designing Interactive Systems
Abbreviated title	DIS
Country/Territory	United States
City	Virtual, Online
Period	28/06/2021 → 02/07/2021

Keywords

Design Practice
Service Design
Survey
User Experience Design

Access to Document

10.1145/3461778.3462058Licence: CC BY

The Overlaps and Boundaries Between Service Design and User Experience Design 2021Final published version, 1.66 MBLicence: CC BY

Cite this

Roto, V., Lee, J. J., Lai-Chong Law, E., & Zimmerman, J. (2021). The Overlaps and Boundaries between Service Design and User Experience Design. In W. Ju, L. Oehlberg, S. Follmer, S. Fox, & S. Kuznetsov (Eds.), DIS 2021 - Proceedings of the 2021 ACM Designing Interactive Systems Conference: Nowhere and Everywhere (pp. 1915-1926). ACM. https://doi.org/10.1145/3461778.3462058

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abstract = "The ongoing transition within tech industry towards holistic service journey orchestration pushes user experience design (UXD) closer to service design (SD). At the same time, new digital channels for traditional services pushes SD closer to UXD. The increasing interplay between UXD and SD can cause confusion about their relationship, boundaries, and responsibilities. Little research has examined perceptions of these aspects in industry and academia. We surveyed 197 UXD and SD practitioners and academics about their understanding of the overlaps and boundaries between the two design practices. Our findings reveal several conflicting views around the scope of UXD and SD work, the subsumptive relation between UXD and SD, and the theoretical roots and methods each draws upon. We suggest constructive ways for the two design practices to complement each other. Our study shows that UX work is changing, and understanding this change is important to maintain the relevance of UX research.",

keywords = "Design Practice, Service Design, Survey, User Experience Design",

author = "Virpi Roto and Lee, {Jung Joo} and {Lai-Chong Law}, Effie and John Zimmerman",

note = "Funding Information: We thank the survey participants and the participants in our workshops at CHI{\textquoteright}18 and Nordes{\textquoteright}19 for making this study possible. The first author was supported by Business Finland, grant 81/31/2020, and the second author by the Singapore Ministry of Education Academic Research Fund (R-290-000-012-114). Publisher Copyright: {\textcopyright} 2021 Owner/Author.; ACM Conference on Designing Interactive Systems : Nowhere and Everywhere, DIS ; Conference date: 28-06-2021 Through 02-07-2021",

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doi = "10.1145/3461778.3462058",

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Roto, V, Lee, JJ, Lai-Chong Law, E & Zimmerman, J 2021, The Overlaps and Boundaries between Service Design and User Experience Design. in W Ju, L Oehlberg, S Follmer, S Fox & S Kuznetsov (eds), DIS 2021 - Proceedings of the 2021 ACM Designing Interactive Systems Conference: Nowhere and Everywhere. ACM, pp. 1915-1926, ACM Conference on Designing Interactive Systems, Virtual, Online, United States, 28/06/2021. https://doi.org/10.1145/3461778.3462058

The Overlaps and Boundaries between Service Design and User Experience Design. / Roto, Virpi; Lee, Jung Joo; Lai-Chong Law, Effie et al.
DIS 2021 - Proceedings of the 2021 ACM Designing Interactive Systems Conference: Nowhere and Everywhere. ed. / Wendy Ju; Lora Oehlberg; Sean Follmer; Sarah Fox; Stacey Kuznetsov. ACM, 2021. p. 1915-1926.

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

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N1 - Funding Information: We thank the survey participants and the participants in our workshops at CHI’18 and Nordes’19 for making this study possible. The first author was supported by Business Finland, grant 81/31/2020, and the second author by the Singapore Ministry of Education Academic Research Fund (R-290-000-012-114). Publisher Copyright: © 2021 Owner/Author.

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AB - The ongoing transition within tech industry towards holistic service journey orchestration pushes user experience design (UXD) closer to service design (SD). At the same time, new digital channels for traditional services pushes SD closer to UXD. The increasing interplay between UXD and SD can cause confusion about their relationship, boundaries, and responsibilities. Little research has examined perceptions of these aspects in industry and academia. We surveyed 197 UXD and SD practitioners and academics about their understanding of the overlaps and boundaries between the two design practices. Our findings reveal several conflicting views around the scope of UXD and SD work, the subsumptive relation between UXD and SD, and the theoretical roots and methods each draws upon. We suggest constructive ways for the two design practices to complement each other. Our study shows that UX work is changing, and understanding this change is important to maintain the relevance of UX research.

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ER -

The Overlaps and Boundaries between Service Design and User Experience Design

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The Overlaps and Boundaries between Service Design and User Experience Design

Abstract

Conference

Keywords

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-: Sea4Value A80325

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