How HCI Interprets Service Design: A Systematic Literature Review

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service design literature review

  • Christine Ee Ling Yap 15 ,
  • Jung-Joo Lee 15 &
  • Virpi Roto 16  

Part of the book series: Lecture Notes in Computer Science ((LNISA,volume 12933))

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  • IFIP Conference on Human-Computer Interaction

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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.

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Christine Ee Ling Yap & Jung-Joo Lee

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Carmelo Ardito

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Rosa Lanzilotti

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Alessio Malizia

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Giuseppe Desolda

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1.1 Top 20 HCI Publication Venues Used in This Study

The full list of all 83 papers and how they are categorized in this study can be found at https://www.notion.so/List-of-papers-in-used-in-systematic-literature-review-566010db676c402182595758e0d2fbb9 .

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Yap, C.E.L., Lee, JJ., Roto, V. (2021). How HCI Interprets Service Design: A Systematic Literature Review. In: Ardito, C., et al. Human-Computer Interaction – INTERACT 2021. INTERACT 2021. Lecture Notes in Computer Science(), vol 12933. Springer, Cham. https://doi.org/10.1007/978-3-030-85616-8_16

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Leveraging service design as a multidisciplinary approach to service innovation

Purpose Service design is a multidisciplinary approach that plays a key role in fostering service innovation. However, the lack of a comprehensive understanding of its multiple perspectives hampers this potential to be realized. Through an activity theory lens, the purpose of this paper is to examine core areas that inform service design, identifying shared concerns and complementary contributions. Design/methodology/approach The study involved a literature review in two stages, followed by a qualitative study based on selected focus groups. The first literature review identified core areas that contribute to service design. Based on this identification, the second literature review examined 135 references suggested by 13 world-leading researchers in this field. These references were qualitatively analyzed using the NVivo software. Results were validated and complemented by six multidisciplinary focus groups with service research centers in five countries. Findings Six core areas were identified and characterized as contributing to service design: service research, design, marketing, operations management, information systems and interaction design. Data analysis shows the various goals, objects, approaches and outcomes that multidisciplinary perspectives bring to service design, supporting them to enable service innovation. Practical implications This paper supports service design teams to better communicate and collaborate by providing an in-depth understanding of the multiple contributions they can integrate to create the conditions for new service. Originality/value This paper identifies and examines the core areas that inform service design, their shared concerns, complementarities and how they contribute to foster new forms of value co-creation, building a common ground to advance this approach and leverage its impact on service innovation.

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Purpose The purpose of this paper is to investigate how vulnerable consumers can be involved in transformative service design and how this approach may enhance the design of such services. The study also analyzes how co-design with vulnerable consumers differs from existing user involvement processes with the purpose of developing a co-design framework. Design/methodology/approach A case study approach was employed, with six high schools in Australia identified as sites to conduct co-design sessions for a school-based alcohol education program. Adolescents were invited to review and (re)design an existing alcohol education program. Findings The study indicates that co-design with vulnerable consumers cannot be approached in the same way as conventional user involvement processes. Based on the insights generated from six co-design sessions as well as the examination of user involvement and co-design literature, the authors propose a six-step co-design framework. The six steps comprise resourcing, planning, recruiting, sensitizing, facilitation and evaluation. Research limitations/implications The co-design framework illustrates important differences to conventional user involvement processes. However, the generalizability of the research findings is limited to a specific study setting and a narrowly defined sample. Future research in a different setting is needed to further validate the presented findings. Practical implications For service design practice, this study provides guidelines on how co-design activities with vulnerable consumers can be effectively resourced, planned, recruited, sensitized, facilitated and evaluated. The framework outlines how co-design may be applied so that vulnerable consumers can become empowered participants during the design process. Originality/value This research contributes to the knowledge in transformative service research – a priority in service research – and service design by extending the boundaries of our understanding of processes and tools for the involvement of vulnerable consumers in transformative service design.

Redefining quality in terms of value, risk and cost: a literature review

PurposeThe purpose of this paper is to present a literature review demonstrating that quality and its management are increasingly definable as a balancing act between value, risk and cost throughout the value stream, from product/service design to production and delivery, and purchaser decision-making. An original framework is presented showing this interplay across the value stream, referred to as the QVRC framework.Design/methodology/approachContent analysis is combined with bibliometric analytics, displayed via temporal graphs and citation networks. Reviewed literature is transdisciplinary, encompassing marketing, operations/quality and psychology sources. Core quality management methodologies are positioned on the framework illustrating their relative contribution to value, risk and cost management.FindingsThe QVRC framework is developed, and used as a basis for classifying models and methodologies associated with quality management. A set of propositions are developed, which, together with the framework, set an agenda for further research.Research limitations/implicationsNo literature review can capture the richness of discourses on terms as pervasive as value, risk and cost. This paper aims to present a systematic and reliable sampling of such literature.Practical implicationsThe resulting model can be applied to management tools, and to products and services.Originality/valueResearchers, particularly in marketing, have developed models of value, risk and cost in terms of products and services. However, delivering products that provide the appropriate value, risk and cost trade-off is an operations management problem. This is the first paper to combine value, risk and cost across the value stream showing how this interplay extends beyond product.

Service innovation, sustainability and quality meeting city challenges in the age of accelerations

PurposeThe aim of this article is to provide a deeper conceptual understanding of the interdependence between service innovation, sustainability and quality in the age of accelerations in the context of cities. The research question is, how can service innovation, sustainability and quality interact in cities to meet the challenges of technology, globalization and climate change?Design/methodology/approachThe study adopts a qualitative research approach and cases study research method in the context of cities. In this article, meeting the challenges in the age of accelerations is analyzed and interpreted in an abductive process in an interaction between empirical findings of three progressive cities Freiburg, Malmö and Gothenburg and the conceptual and theoretical frame for getting a new meaning.FindingsThe article demonstrates the need for a deeper conceptual understanding of the interdependence of service innovation, sustainability and quality in the age of accelerations. Service innovation and quality improvement cannot be handled as a standalone managerial activity because these processes are part of values-based learning and developing a loop for transformation, value co-creation and sustainability practice.Research limitations/implicationsFuture research in this area should focus on generalizing the present findings to securing sustainable service business embedded on social and environmental perspectives and governance issues in other empirical settings and conceptualization.Societal implicationsThe article looks into the idea of an ecosystem to achieve a balance between nature and people: “Dynamic” and “complex” ecosystems can be illustrated in different contexts to ensure a strong commitment to societal and environmental perspectives to create value and develop a sustainability practice.Originality/valueThe article makes an original contribution by using insights from service research, quality movement research and from studying actual sustainability practices in the real-life contexts of cities by developing a conceptual paper.

Modelling people’s behaviour using discrete-event simulation: a review

Purpose The purpose of this paper is to provide a contribution to the area of behavioural operations management (OM) by identifying key challenges in the use of discrete-event simulation (DES) to model people’s behaviour in OM. Design/methodology/approach A systematic literature review method is undertaken in order to assess the nature and scale of all publications relevant to the topic of modelling people’s behaviour with DES in OM within the period 2005-2017. Findings The publications identified by the literature review reveal key challenges to be addressed when aiming to increase the use of DES to model people’s behaviour. The review also finds a variety of strategies in use to model people’s behaviour using DES in OM applications. Research limitations/implications A systematic literature review method is undertaken in order to include all publications relevant to the topic of modelling people’s behaviour with DES in the OM domain but some articles may not have been captured. Originality/value The literature review provides a resource in terms of identifying exemplars of the variety of methods used to model people’s behaviour using DES in OM. The study indicates key challenges for increasing the use of DES in this area and builds on current DES development methodologies by presenting a methodology for modelling people’s behaviour in OM.

Lean management practices in healthcare sector: a literature review

Purpose The purpose of this paper is to synthesise the extent to which lean implementation in healthcare has been studied in the literature since its inception a decade ago. Design/methodology/approach This paper is based upon a literature review of mostly academic articles published mainly in the fields of operations management and medicine. Findings The current state of the literature on lean healthcare implementation is primarily evaluative (benefits-oriented), descriptive (process-oriented) and rarely holistic (interaction of lean implementation and clinical practice). Originality/value This paper identifies further research directions for academics, and provides an overview of findings relevant to healthcare stakeholders interested in lean implementation.

The institutional turn in service research: taking stock and moving ahead

Purpose Service scholars are finding that institutions – enduring social structures, such as rules, norms, beliefs – are increasingly important in theorizing on service-related phenomena. The purpose of this paper is to advance the use of institutional theory in service research by synthesizing the key insights from institutional theory that have been applied to service-related phenomena and developing a research agenda to guide the future use of institutional theory in service research. Design/methodology/approach This paper is an integrative literature review covering 68 articles from major service research and marketing journals that adopt institutional concepts and frameworks to study service-related phenomena. Findings The paper maps the “institutional turn” of service research, that is, the increasing tendency to draw on institutional theory for theoretical insights within service research and builds a conceptual framework of the institutional stabilization and destabilization mechanisms that explain endurance and change in service phenomena. The paper also proposes a research agenda that outlines four previously ignored aspects of institutions that have important implications for service research. Research limitations/implications In addition to synthesizing insights and proposing directions for future research, the paper highlights specific theoretical and methodological considerations for the future use of institutional theory within service research. The literature review is limited to the 13 major service research and marketing journals. Originality/value This paper is the first literature review of the use of institutional theory in service research.

Digging deeper into supply risk: a systematic literature review on price risks

Purpose – The purpose of this paper is both to provide an overview of existing knowledge pertaining to the management of price risks in manufacturing companies from an operations management (OM) perspective and to establish an agenda for future research. Risks related to the purchase prices of industrial consumption factors (raw materials, semi-finished/finished goods, auxiliary materials and operating materials) exert an increasing influence on manufacturing companies’ business continuity and economic sustainability. Design/methodology/approach – A systematic literature review was conducted following the literature search approach of vom Brocke et al. (2009). In total, 138 relevant articles were identified, analysed and synthesised. Findings – The literature review reveals that the existing OM literature devotes little attention to price risks and their management in manufacturing companies. In particular, further empirical investigation is required to support decision-making in various risk contexts. Social implications – This paper emphasises that in addition to existing national resource funds and inter-company alliances, alternative concepts are required to secure both stable prices and access to natural resources. Otherwise, in the future, small- and medium-sized companies, along with companies based in countries lacking available resource funds, will not have an opportunity to engage in fair competition. Originality/value – To the best of the authors’ knowledge, this is the first literature review to focus on price as a specific supply risk.

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Service Design

What is service design.

Service design is a process where designers create sustainable solutions and optimal experiences for both customers in unique contexts and any service providers involved. Designers break services into sections and adapt fine-tuned solutions to suit all users’ needs in context—based on actors, location and other factors.

“When you have two coffee shops right next to each other, and each sells the exact same coffee at the exact same price, service design is what makes you walk into one and not the other.” — 31Volts Service Design Studio

See how effective service design can result in more delightful experiences.

  • Transcript loading…

Service Design is about Designing for the Biggest Picture

Users don’t access brands in a vacuum, but within complex chains of interactions. For example, a car is a product, but in service design terms it’s a tool when an elderly customer wants to book an Uber ride to visit a friend in hospital. There’s much to consider in such contexts. This user might be accessing Uber on a smartphone, which she’s still learning to use. Perhaps she’s infirm, too, lives in an assisted living facility and must inform the driver about her specific needs. Also, she’s not the only user involved here. Other users are any service providers attached to her user experience. For example, the driver that customer books also uses Uber—but experiences a different aspect of it. To cater to various users’ and customers’ contexts as a designer, you must understand these sorts of relations between service receivers and service providers and the far-reaching aspects of their contexts from start to finish. Only then can you ideate towards solutions for these users’/customers’ specific ecosystems while you ensure brands can deliver on expectations optimally and sustainably .

In service design, you work within a broad scope including user experience (UX) design and customer experience (CX) design . To design for everyone concerned, you must appreciate the macro- and micro-level factors that affect their realities.

service design literature review

A service design experience often involves multiple channels, contexts and products.

Marc Stickdorn and Jakob Schneider, authors of This is Service Design Thinking , identify five key principles—for service design to be:

User-centered – Use qualitative research to design focusing on all users.

Co-creative – Include all relevant stakeholders in the design process.

Sequencing – Break a complex service into separate processes and user journey sections.

Evidencing – Envision service experiences to make them tangible for users to understand and trust brands.

Holistic – Design for all touchpoints throughout experiences, across networks of users and interactions.

Designers increasingly work more around services than around physical products—e.g., SaaS (software as a service). Meanwhile, with advances in digital technology continually redefining what users can expect whenever they proceed towards goals, brands focus on maximizing convenience and removing barriers for their users . A digital example is Square, which unbundles point-of-sale systems from cash registers and rebundles smartphones as potential point-of-sale systems.

How to Do Service Design Best

First, identify these vital parts of any service encounter:

Actors (e.g., employees delivering the service)

Location (e.g., a virtual environment where customers receive the service)

Props (e.g., objects used during service delivery)

Associates (other organizations involved in providing the service – e.g., logistics)

Processes (e.g., workflows used to deliver the service)

You’ll need to define problems, iterate and address all dimensions of the customers’, users’ and business needs best in a holistic design . To begin, you must empathize with all relevant users/customers. These are some of the most common tools:

Customer journey maps (to find the customers’ touchpoints, barriers and critical moments)

Personas (to help envision target users)

Service blueprints (elevated forms of customer journey maps that help reveal the full spectrum of situations where users/customers can interact with brands)

You should use these to help leverage insights to account for such vital areas as accessibility and customer reengagement.

service design literature review

Service blueprints are an important tool in the service design process.

Do Service Design for the Complete Experience

Remember to design for the complete experience. That means you should accommodate your users’/customers’ environment/s and the various barriers, motivations and feelings they’ll have. Here are some core considerations:

Understand your brand’s purpose, the demand for it and the ability of all associated service providers to deliver on promises.

The customers’ needs come ahead of the brand’s internal ones .

Focus on delivering unified and efficient services holistically —as opposed to taking a component-by-component approach.

Include input from users .

Streamline work processes to maximize efficiency .

Co-creation sessions are vital to prototyping .

Eliminate anything (e.g., features, work processes) that fails to add value for customers.

Use agile development to adapt to ever-changing customer needs.

Service design applies both to not-so-tangible areas (e.g., riders buying a single Uber trip) and tangible ones (e.g., iPhone owners visiting Apple Store for assistance/repairs). Overall, service design is a conversation where you should leave your users and customers satisfied at all touchpoints, delighted to have encountered your brand.

Learn More about Service Design

Learn all about service design by taking our course: Service Design: How to Design Integrated Service Experiences .

Read this insightful piece, Service Design: What Is It, What Does It Involve, And Should You Care?

Discover more about service blueprinting in Service Design 101

Read this eye-opening piece exploring Service Design Thinking

Examine Uber’s service design in Uber Service Design Teardown

Questions related to Service Design

A service design diagram is a visual representation of the overall structure and components of a service, including the interactions between different elements. It provides an overview of the service and helps stakeholders understand how different parts of the service fit together. It may include information such as user interfaces, system components, data flows, and more.

Actors/Roles: Entities bringing the experience to the customer.

Information Flow: Details of data shared, required, or used.

Interactions: Between people, systems, and services.

Devices & Channels: Tools and mediums of communication.

The diagram is essential for understanding the current state of a service, emphasizing the intricacies and interdependencies, guiding service blueprint creation, and identifying potential breakpoints or areas for enhancement.

In the context of service design, frontstage refers to the actions performed by employees that are visible to the customer. It includes interactions such as customer service, product demonstrations, and any other activities that customers can directly observe.

On the other hand, backstage actions are performed by employees that are not visible to the customer. These actions support the service delivery and may include tasks such as inventory management, quality control, and other behind-the-scenes operations.

Good service design is a holistic approach that prioritizes every user interaction, both in digital and real-life contexts. Jonas Piet, Director and Service Design Lead at Inwithforward shares the example of Kudoz, a learning platform to demonstrate backstage service design.

While the digital platform is a crucial component, the user's journey begins long before they interact with the app. It might start with discovering the service at a community event or through a promotional video. Service designers ensure that every touchpoint, from community events to the digital interface, provides a coherent and positive experience. They focus on the intricate details, be it designing the role of an 'Experience Curator', crafting a compelling story, or ensuring safety checks. In essence, good service design intertwines various interactions, ensuring they align perfectly.

Discover the principles of human-centered design through Interaction Design Foundation's in-depth courses: Design for the 21st Century with Don Norman offers a contemporary perspective on design thinking, while Design for a Better World with Don Norman emphasizes designing for positive global impact. To deepen your understanding, Don Norman's seminal book, " Design for a Better World: Meaningful, Sustainable, Humanity Centered ," from MIT Press, is an invaluable resource.

Developing service design begins with 

In-depth user research, often ethnographic field studies, forming personas and journey maps. 

Engage stakeholders early and consistently. 

Utilize tools like the business model and value proposition canvases for a strategic foundation. 

Transition from journey maps to service blueprints, mapping out the entire service ecosystem. 

Embrace prototyping, iteratively refining with stakeholder input. 

Thoroughly test prototypes, launch the finalized service, and continuously measure its impact. 

Learn more from the video below:

Service design starts by understanding all pieces of an activity, centered on a user's need. 

It involves figuring out systems from the ground up to support the experience, considering digital, physical, and social contexts. In-depth user research, stakeholder engagement, and aligning organizational resources, user needs, and outcomes are vital. 

Service design, as discussed in our video, encompasses both the visible interactions a customer experiences and the underlying processes staff engage with. It deals with a complex web of interconnectivity, from front-end interactions to back-end systems and distribution. However, the challenge isn't just about designing services. The organizational culture must be receptive. Even if service designers identify areas of improvement, if the organization isn't prepared or faces legislative and technological barriers, change becomes arduous. Despite having dedicated individuals wanting change, they can often be constrained by larger, intricate issues. Service design requires a holistic approach, and while it can pinpoint problems, actual implementation might be held back by factors beyond the design realm.

UX (User Experience) design centers on the digital experience of users, focusing on specific touchpoints (which are often screen-based interactions). CX (Customer Experience) is broader, encompassing every touchpoint a customer has with a brand, from digital to in-store. 

Service design has the highest scope of the three concepts, factoring in business processes, systems, and other back-end elements that the customer does not interact with. While UX zooms in on digital interactions, service design steps back, integrating everything for a seamless journey. All three disciplines aim to enhance the user's or customer's experience but operate at different scales and depths.

Absolutely! As businesses increasingly recognize the value of delivering exceptional customer experiences, service design has become a pivotal discipline. It ensures seamless and holistic services that cater to both customer needs and business goals.

  • Copyright holder: Matthew Yohe. Appearance time: 0:06 - 0:08 Copyright license and terms: CC-BY-SA-3.0 . Modified: No. Link: https://commons.wikimedia.org/wiki/File:Steve Jobs Headshot 2010-CROP (cropped_2).jpg

The demand for professionals with expertise in service design is growing across various industries, from tech to hospitality. In order to stay competitive and satisfy the current demand, many individuals are looking to improve their skills. For those keen on mastering this domain, Interaction Design Foundation's course on Service Design provides an in-depth understanding and hands-on learning. It's a great way to get started or deepen your expertise!

Answer a Short Quiz to Earn a Gift

What is the primary goal of service design?

  • To create visually appealing service interfaces
  • To ensure financial growth for service providers
  • To optimize experiences for both customers and service providers

Which principle of service design involves breaking complex services into manageable parts?

  • Co-creative

Which tool is an elevated form of a customer journey map to reveal a full spectrum of user interactions with a brand?

  • Service blueprints
  • User scenarios

What should designers focus on for a complete service experience?

  • They should concentrate solely on the technological aspects.
  • They should prioritize brand needs over customer needs.
  • They should understand and accommodate user environments and barriers.

What is an intended outcome of employing service design in business practices?

  • To decrease the overall user base to manage expectations better
  • To increase service complexity to enhance user engagement
  • To leave users satisfied at all touchpoints with the brand

Better luck next time!

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Literature on Service Design

Here’s the entire UX literature on Service Design by the Interaction Design Foundation, collated in one place:

Learn more about Service Design

Take a deep dive into Service Design with our course Service Design: How to Design Integrated Service Experiences .

Services are everywhere! When you get a new passport, order a pizza or make a reservation on AirBnB, you're engaging with services. How those services are designed is crucial to whether they provide a pleasant experience or an exasperating one. The experience of a service is essential to its success or failure no matter if your goal is to gain and retain customers for your app or to design an efficient waiting system for a doctor’s office.

In a service design process, you use an in-depth understanding of the business and its customers to ensure that all the touchpoints of your service are perfect and, just as importantly, that your organization can deliver a great service experience every time . It’s not just about designing the customer interactions; you also need to design the entire ecosystem surrounding those interactions.

In this course, you’ll learn how to go through a robust service design process and which methods to use at each step along the way. You’ll also learn how to create a service design culture in your organization and set up a service design team . We’ll provide you with lots of case studies to learn from as well as interviews with top designers in the field. For each practical method, you’ll get downloadable templates that guide you on how to use the methods in your own work.

This course contains a series of practical exercises that build on one another to create a complete service design project . The exercises are optional, but you’ll get invaluable hands-on experience with the methods you encounter in this course if you complete them, because they will teach you to take your first steps as a service designer. What’s equally important is that you can use your work as a case study for your portfolio to showcase your abilities to future employers! A portfolio is essential if you want to step into or move ahead in a career in service design.

Your primary instructor in the course is Frank Spillers . Frank is CXO of award-winning design agency Experience Dynamics and a service design expert who has consulted with companies all over the world. Much of the written learning material also comes from John Zimmerman and Jodi Forlizzi , both Professors in Human-Computer Interaction at Carnegie Mellon University and highly influential in establishing design research as we know it today.

You’ll earn a verifiable and industry-trusted Course Certificate once you complete the course. You can highlight it on your resume, CV, LinkedIn profile or on your website.

All open-source articles on Service Design

The principles of service design thinking - building better services.

service design literature review

  • 1.3k shares
  • 10 mths ago

Service Design - Design is Not Just for Products

service design literature review

The Moment of Truth: Build Desirable Relationships with Users and Customers

service design literature review

Product-Service Hybrids – When Products and Services Become One

service design literature review

  • 3 years ago

10 Ideas to Help You Sell UX Work

service design literature review

Making sense of new UX words: A first dictionary for UX Ecosystem Design

service design literature review

  • 8 years ago

Understand the Service Design Process

service design literature review

  • 2 years ago

Keep These Goals in Mind to Create Successful Service Designs

service design literature review

Learn the Language of Service Design

service design literature review

Top Service Blueprint Templates

service design literature review

Enhance UX: Top Insights from an IxDF Design Course

service design literature review

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IMAGES

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VIDEO

  1. How to Write a Literature Review

  2. How to Write a Literature Review: 3 Minute Step-by-step Guide

  3. What is Service Design?

  4. What is a Literature Review? Explained with a REAL Example

  5. How to write a literature review

  6. Introduction to Service Design

COMMENTS

  1. Leveraging service design as a multidisciplinary approach to service

    The first phase involved a literature review on service design. The selection of publications for this preliminary literature review was based on references selected by the multidisciplinary research team. The sample criterion was the relevance of the publication for service design, in terms of concepts, processes and approaches (e.g. service ...

  2. Service design as an innovation approach in technology startups: a

    The literature review examines and synthesizes the theoretical background on service innovation, service design, and technology startups. The methodology section explains the research design. Then, the study findings are presented, and the paper finishes with a discussion of research contributions, managerial implications, limitations and ...

  3. Wicked problems in service design

    Research method: systematic literature review of wicked problems in service design. This systematic literature review aims to identify the literature that connects wicked problems with service design. Service design is a field that often works with social issues, which are frequently also sensitive and wicked (Miettinen and Kuure Citation 2013 ...

  4. How HCI Interprets Service Design: A Systematic Literature Review

    According to the present literature review, service design work in HCI has not increased since the first years of 2004-2006, and the peak in publications in 2012-2013 is largely dependent on four research groups publishing in the top HCI venues. One reason behind the slow adoption may be the deeply rooted user-centered mindset of HCI.

  5. Leveraging service design as a multidisciplinary approach to service

    Through an activity theory lens, the purpose of this paper is to examine core areas that inform service design, identifying shared concerns and complementary contributions. Design/methodology/approach The study involved a literature review in two stages, followed by a. - qualitative study based on selected focus groups.

  6. (PDF) Service design and Design for wellbeing: A Literature Review

    This systematic literature review aims to investigate the relationship between service design and wellbeing, identifying bibliometric characteristics of the studies (publication year, origin ...

  7. Service design for the transformation of healthcare systems: A

    There is a growing interest in applying the Service Design (SD) approach to innovate and transform healthcare systems. However, comprehensive studies are scarce. ... Hernández RJ, Cooper R, Tether B, et al. Design, the language of innovation: a review of the design studies literature. She Ji: The Journal of Design, Economics, and Innovation ...

  8. PDF Service Design in Action: Transformation, Consideration, and System

    design is a context-driven term, 2) service design tools are created for communication and alignment, 3) measuring the quality of service design needs to consider the dimension of "time" and 4) leverage the "currency" of service design in the public sector versus the private sector. 2 LITERATURE REVIEW

  9. Service design activities in health services: A systematic literature

    Service Design (SD) represents a breakthrough in searching for solutions to health systems challenges, but the activities that support these solutions remain underexplored. This research investigates how SD has been applied in the healthcare sector based on two conceptual models: multilevel ecosystem perspective and SD transformative approach.

  10. Leveraging service design as a multidisciplinary approach to service

    The first literature review identified core areas that contribute to service design. Based on this identification, the second literature review examined 135 references suggested by 13 world-leading researchers in this field. These references were qualitatively analyzed using the NVivo software.

  11. Service Design Handover to user experience design

    To study the Service Design Handover, i.e., knowledge transfer and knowledge utilisation in Service Creation Projects, a selection of knowledge transfer related articles is used to frame the phenomena; and then a systematic literature review is used to study the phenomena in Service Creation Projects. This study contributes to Agile UX research ...

  12. How HCI Interprets Service Design: A Systematic Literature Review

    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 ...

  13. Service Design Handover to user experience design

    To provide an overview of effective knowledge transfer, frameworks of Service Creation Project information flow and Service Design Handover are proposed. Skip Conclusion: Section Conclusion: The existing knowledge transfer literature is voluminous, but this literature review is the first to study knowledge transfer in Service Creation Project ...

  14. Service design approaches and applications in higher education: A

    Great variation in the application of service design can be found through review of selected literature. Three key categories were used for analysis: service, method and value.

  15. What is Service Design?

    What is Service Design? Service design is a process where designers create sustainable solutions and optimal experiences for both customers in unique contexts and any service providers involved. Designers break services into sections and adapt fine-tuned solutions to suit all users' needs in context—based on actors, location and other factors.

  16. How HCI Adopts Service Design

    when discussing the systematic literature review results. 2.2 Intersections between HCI and Service Design. More than a few studies aimed to clarify the intersections between HCI and service design and propose new design vistas over the past decade. Holmlid [38] compared service design and interaction

  17. Sustainability

    It is widely accepted that service design is a discipline that is becoming increasingly recognized as a key element for productive collaboration between multidisciplinary stakeholders. However, it is difficult to understand the interplay between service design and product innovation in higher education. There is a gap in the service design literature on how its way of teaching can enable ...

  18. Service design in higher education: a literature review

    This literature review discusses management approaches British higher education institutions (HEIs) have adopted in their attempt to survive the turbulence of the last 20 years. From substantial changes in regulatory and financial frameworks to changing fundamental perceptions of whether higher education is a public or private good, HEIs are ...

  19. Service design approaches and applications in higher education: A

    Service design has gained ground in the field of education. This article aims to reveal current approaches of service design applied to higher education pedagogy. The methodological approach is thematic literature review. Great variation in the application of service design can be found through review of selected literature. Three key categories were used for analysis: service, method and ...

  20. Service Design Handover to user experience design

    In the article "Service Design Handover to User Experience Design -A Systematic Literature Review", Leinonen and Roto see Agile UX as UX practices in agile development context, and advocate the ...

  21. An Exploration of the Relevance between Sustainable Craft and Service

    Sustainable craft is a relatively new concept, and a growing body of literature has examined sustainable craft from a multidisciplinary perspective. However, these researchers found a dearth of research that examines service design as a prospective transformative tool in sustainability crafts. Therefore, this study identifies published articles and the most productive journals, institutions ...

  22. Literature Review On Service Design

    Literature Review on Service Design - Free download as PDF File (.pdf), Text File (.txt) or read online for free. literature review on service design

  23. Service design in higher education: a literature review

    Service design in higher education: a literature review. July 2020. Perspectives 24 (2):1-5. DOI: 10.1080/13603108.2020.1792573. Authors: Kelli Wolfe. To read the full-text of this research, you ...

  24. A systematic literature review of research examining the impact of

    He also singles out 'service learning' activities, which are common in the USA. Here, he notes there is mixed evidence, ... We used this literature review to inform the design of a new survey in England for secondary school students between 11 and 15 years of age. In our survey, we have sought to develop a measure for ethos which builds on ...

  25. Applied Sciences

    Scopus was chosen because it has broader coverage and is a good literature review search engine [32,33,34]. In addition, the Scopus database has high standards and vast coverage in building construction information acquisition ... W. Integration of building service systems in architectural design. J. Inf. Technol. Constr. 2020, 25, 109-122.

  26. Service Delivery in Urban Local Authorities: A Literature Review Paper

    Revi sed: Octob er 16, 20 23. Accepted: Octob er 25, 20 23. Abstra ct. Purpose: This paper provides a literature review of both qualitative and quantitative research on service delivery in urban ...