service design literature review

IFIP Conference on Human-Computer Interaction

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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2 Citations

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

Aalto University, Espoo, Finland

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Department of Electrical and Information Engineering, Polytechnic University of Bari, Bari, Italy

Carmelo Ardito

Computer Science Department, University of Bari Aldo Moro, Bari, Italy

Rosa Lanzilotti

Computer Science Department, University of Pisa, Pisa, Italy

Alessio Malizia

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

Helen Petrie

Antonio Piccinno

Dr. Giuseppe Desolda

Microsoft Research, Redmond, WA, USA

Kori Inkpen

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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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 Research

• Design for Sustainability
• Interaction Design
• Martin Buber
• Social Innovation

• Transformative Services
• Transformation Design
• Transformational Change

• Research Priorities

• User-centered Design

• Silent Design
• Design Management

• Best Practice
• General Practice
• Herbert Simon
• Sciences of the Artificial
• Environments
• Information Systems

• Service Operations Strategy
• Destinations
• Emotional Response
• Case Research
• Customerware

• Service Offering
• Funding Mechanism
• Employee Management
• Customer Management
• Multifocused Service

• Arrival Variability
• Request Variability
• Capability Variability
• Effort Variability
• Subject Preference Variability
• Classic Accommodation
• Low-cost Accommodation
• Classic Reduction
• Uncompromised Reduction
• Instrumental Means
• Normative Means

• Intangibility
• Inseparability
• Heterogeneity
• Perishability

• Service Recovery

• Role-Playing
• Bodystorming
• Behavioral Sketches
• Living Specification

• Lean Consumption
• Lean Production
• Provision Stream
• Consumption Map

• Service Concept
• Service System
• Service Process

• Service Logic
• Service Design Planning
• New Service Development
• Service Design
• Service Innovation
• Service Operation
• Service Experience
• Service Outcome
• Value of the Service
• Service Marketing Concept
• Service Operations Concept
• Service System Design
• Physical Setting
• Process Design
• Performance Measures
• Financial Performance
• Operational Performance
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• Service Leadership
• Middle-of-the-Road
• Service Laggard

• Principle Dimensions of Service Quality
• Reliability
• Responsiveness
• Expectations vs Perceptions
• Service Core
• Importance of Reliability
• Importance of Employees
• Importance of Service Teams
• Zero-defects Approach

• Process Innovation
• Performance Innovation
• Experience Innovation
• Blueprinting
• Moments of Truth

• Customer Participation
• Customer-Induced Activities
• Customer-Independent Activities
• Integrative Value Chain
• Blueprinting Evolution
• Line of Interaction
• Line of Visibility
• Line of Internal Interaction
• Line of Order Penetration
• Line of Implementation

• Service as Drama
• Service Encounter
• Service Behaviors

• Core Values
• Relationships

• Hard Technologies
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• Enabling Services
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• Cultural Frames
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• Engineer-Sociologist

• Product-centric Services
• Embedded Innovator
• Solutionist

• Industrialized Information Chain
• Physical Services
• Information Services
• Outsourcing

• Continuous-flow Processing
• Value Stream

• Service Encounters
• Sequence Effect
• Duration Effect
• Rationalization Effect
• Process-based Remedies
• Outcome-based Remedies

• Evidence Management
• Collaboration
• Environment

• Disruptive Innovations

• Consumer Behavior
• Customer Satisfaction
• Dimensions of Service Quality
• Authenticity
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• Theoretical and Operational Critisism
• Process vs Outcome

• Critical Incident Technique
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• Portfolio of Competencies
• Portfolio of Businesses
• Core Competency
• Core Products
• End Products
• Strategic Business Unit

• Customer Satisfaction and Loyalty
• Employee Satisfaction
• Apostles vs Terrorists
• Patina of Spirituality
• Importance of the Mundane
• Depth of Relationship
• Soft Measures
• Employee Loyalty
• Employee Productivity

• Customer-Activity Chain
• Service-Opportunity Matrix
• Temporal vs Spatial Expansion
• Service Risk Mitigation

• Full-scale Prototyping
• Experiment Variables
• Washout Period
• Return on Investment
• Employee Incentive Conflicts

• Products vs Services
• Molecular Model
• Tangible vs Intangible Elements

• Physical Environment
• Physiological vs Emotional Responses
• Approach vs Avoidance

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