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INTERACT 2021: Human-Computer Interaction – INTERACT 2021 pp 259–280 Cite as

How HCI Interprets Service Design: A Systematic Literature Review

  • Christine Ee Ling Yap 15 ,
  • Jung-Joo Lee 15 &
  • Virpi Roto 16  
  • Conference paper
  • First Online: 26 August 2021

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

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.

  • Service design
  • Systematic literature review
  • Multidisciplinary

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Christine Ee Ling Yap & Jung-Joo Lee

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Department of Computer Science, University of York, York, UK

Helen Petrie

Antonio Piccinno

Dr. Giuseppe Desolda

Microsoft Research, Redmond, WA, USA

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1.1 Top 20 HCI Publication Venues Used in This Study

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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.

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A Theoretical Framework for Studying Service Design Practices: First steps to a mature field

Date published: 04 september 2014.

Drawing on literature from three main perspectives on service, design and innovation – Perspectives on Service Innovation (Service Innovation and New Service Development studies), Perspectives on Service (Service Science and Service Research frameworks on services), and Perspectives on Design (Design Anthropology) – this paper presents a theoretical framework, to systematically study, position and interpret Service Design practices and outcomes. The research is the first-phase of an on-going 6-months Art and Humanities Research Council (AHRC) funded scoping study into the contribution of Design for Service Innovation and Development. The creation of the theoretical framework, drawn from a literature review is a first step to a Service Design priori knowledge, to conduct and produce six case studies from the public, commercial and digital sectors. This paper will present the initial formulation of the theoretical framework as part of the case study methodology to guide the on-going data collection and analysis of the six Service Design projects; leading to and supporting the survey study of Service Design innovation practices from a wider sample of design studios and designers working in the UK and internationally.

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service design literature review

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  • Service Logic
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  • Integrative Value Chain
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  • Line of Interaction
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service design literature review

  • Service as Drama
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  • Service Behaviors

service design literature review

  • Core Values
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  • Hard Technologies
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  • Principle of Magnitude
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  • Rationalization Effect
  • Process-based Remedies
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service design literature review

  • Evidence Management
  • Collaboration
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service design literature review

  • Disruptive Innovations

service design literature review

  • Consumer Behavior
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  • Dimensions of Service Quality
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service design literature review

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service design literature review

  • Portfolio of Competencies
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service design literature review

  • Customer Satisfaction and Loyalty
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  • Apostles vs Terrorists
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  • Employee Loyalty
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  • Washout Period
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  • Products vs Services
  • Molecular Model
  • Tangible vs Intangible Elements

service design literature review

  • Physical Environment
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  • Approach vs Avoidance

service design literature review

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