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

Tutkimustuotos: Artikkeli kirjassa/konferenssijulkaisussa › Conference article in proceedings › Scientific › vertaisarvioitu

22 Sitaatiot (Scopus)

416 Lataukset (Pure)

Abstrakti

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.

Alkuperäiskieli	Englanti
Otsikko	DIS 2021 - Proceedings of the 2021 ACM Designing Interactive Systems Conference
Alaotsikko	Nowhere and Everywhere
Toimittajat	Wendy Ju, Lora Oehlberg, Sean Follmer, Sarah Fox, Stacey Kuznetsov
Kustantaja	ACM
Sivut	1915-1926
Sivumäärä	12
ISBN (elektroninen)	9781450384766
DOI - pysyväislinkit	https://doi.org/10.1145/3461778.3462058
Tila	Julkaistu - 28 kesäk. 2021
OKM-julkaisutyyppi	A4 Artikkeli konferenssijulkaisussa
Tapahtuma	ACM Conference on Designing Interactive Systems: Nowhere and Everywhere - Virtual, Online, Yhdysvallat Kesto: 28 kesäk. 2021 → 2 heinäk. 2021

Conference

Conference	ACM Conference on Designing Interactive Systems
Lyhennettä	DIS
Maa/Alue	Yhdysvallat
Kaupunki	Virtual, Online
Ajanjakso	28/06/2021 → 02/07/2021

Rahoitus

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).

Pääsy asiakirjaan

10.1145/3461778.3462058Lisenssi: CC BY

The Overlaps and Boundaries Between Service Design and User Experience Design 2021Final published version, 1,66 MBLisenssi: CC BY

Muut tiedostot ja linkit

Linkki julkaisuun Scopuksessa

-: Sea4Value A80325
Roto, V. (Vastuullinen johtaja) & Leinonen, A. (Projektin jäsen)
01/02/2020 → 31/08/2023
Projekti: Business Finland: Other research funding

Siteeraa tätä

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

@inproceedings{5ac1da7747734998a2297ae807bf83a4,

title = "The Overlaps and Boundaries between Service Design and User Experience Design",

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",

year = "2021",

month = jun,

day = "28",

doi = "10.1145/3461778.3462058",

language = "English",

pages = "1915--1926",

editor = "Wendy Ju and Lora Oehlberg and Sean Follmer and Sarah Fox and Stacey Kuznetsov",

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address = "United States",

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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. julkaisussa W Ju, L Oehlberg, S Follmer, S Fox & S Kuznetsov (toim), DIS 2021 - Proceedings of the 2021 ACM Designing Interactive Systems Conference: Nowhere and Everywhere. ACM, Sivut 1915-1926, ACM Conference on Designing Interactive Systems, Virtual, Online, Yhdysvallat, 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. toim. / Wendy Ju; Lora Oehlberg; Sean Follmer; Sarah Fox; Stacey Kuznetsov. ACM, 2021. s. 1915-1926.

Tutkimustuotos: Artikkeli kirjassa/konferenssijulkaisussa › Conference article in proceedings › Scientific › vertaisarvioitu

TY - GEN

T1 - The Overlaps and Boundaries between Service Design and User Experience Design

AU - Roto, Virpi

AU - Lee, Jung Joo

AU - Lai-Chong Law, Effie

AU - Zimmerman, John

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.

PY - 2021/6/28

Y1 - 2021/6/28

N2 - 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.

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.

KW - Design Practice

KW - Service Design

KW - Survey

KW - User Experience Design

UR - https://www.scopus.com/pages/publications/85110182820

U2 - 10.1145/3461778.3462058

DO - 10.1145/3461778.3462058

M3 - Conference article in proceedings

AN - SCOPUS:85110182820

SP - 1915

EP - 1926

BT - DIS 2021 - Proceedings of the 2021 ACM Designing Interactive Systems Conference

A2 - Ju, Wendy

A2 - Oehlberg, Lora

A2 - Follmer, Sean

A2 - Fox, Sarah

A2 - Kuznetsov, Stacey

PB - ACM

T2 - ACM Conference on Designing Interactive Systems

Y2 - 28 June 2021 through 2 July 2021

ER -

The Overlaps and Boundaries between Service Design and User Experience Design

Abstrakti

Conference

Rahoitus

Pääsy asiakirjaan

Muut tiedostot ja linkit

Sormenjälki

Projektit

-: Sea4Value A80325

Siteeraa tätä