Lia Patrício | Universidade do Porto (original) (raw)
Papers by Lia Patrício
ABSTRACT This work presents a model-driven design process, by which our research team successfull... more ABSTRACT This work presents a model-driven design process, by which our research team successfully developed a cross-platform system to support an innovative service in short time. Essentially based on co-design and agile development approaches, we applied methods and models developed in user experience design, marketing management and software engineering in our development process. This work presents how these models can play the roles as both communication tools and boundary objects to help practitioners, stakeholders, business analysts, designers and end users work together and participate in all stages of the iterative design process.
Researchers and practitioners have increasingly recognized the importance of offering value propo... more Researchers and practitioners have increasingly recognized the importance of offering value propositions to customers that enable value co-creation as discussed in the service dominant logic (SD-logic). SD-logic recognizes customers as active co-creators and posits that products and services are only means to an end. Also, different approaches, methods and tools have been developed to design value propositions however they still lack to explicit the SD-logic principles. The design of solutions that provide value-in-use is at the centre of both Product Service System (PSS) approach and service design (SD). Whereas PSS focuses on designing required functions and aims at sustainability, embedding a more organization-centred approach and problem-solving way of thinking; SD adopts a more human-centred perspective for creative enquiry and focuses on the customer experience, orchestrating interactions between different actors that engage over time, in a complex socio-technological environment. Although SD becomes more established as a discipline, it tends to focus on the early stages of the design process and could further expand its impact if integrated with current organizational innovation approaches. Moreover, PSS design is currently well known in industries and similar principles may be shared among these disciplines. However, so far, these approaches have not been fully integrated. This paper analyses the PSS and SD approaches in light of the SD-logic. It attempts to provide a more comprehensive discussion about these two approaches and proposes a conceptual framework for integrating PSS organizational point of view; and SD human-centred focus to design better service.
Journal of Service Management, 2012
Purpose–Customer experience has become increasingly important for service organizations that see ... more Purpose–Customer experience has become increasingly important for service organizations that see it as a source of sustainable competitive advantage, and for service designers, who consider it fundamental to any service design project. Design/methodology/approach–Integrating contributions from different fields, CEM was conceptually developed to represent the different aspects of customer experience in a holistic diagrammatic representation. CEM was further developed with an application to a multimedia service. To further develop and ...
Purpose – The purpose of this paper is to craft a future research agenda to advance smart service... more Purpose – The purpose of this paper is to craft a future research agenda to advance smart service research and practice. Smart services are delivered to or via intelligent objects that feature awareness and connectivity. For service researchers and managers, one of the most fascinating aspects of smart service provision is that the connected object is able to sense its own condition and its surroundings and thus allows for real-time data collection, continuous communication and interactive feedback.
Design/methodology/approach – This article is based on discussions in the workshop on “Fresh perspectives on technology in service” at the International Network of Service Researchers on September 26, 2014 at CTF, Karlstad, Sweden. The paper summarizes the discussion on smart services, adds an extensive literature review, provides examples from business practice and develops a structured approach to new research avenues.
Findings – We propose that smart services vary on their individual level of autonomous decision-making, visibility and embeddedness in objects and customer lives. Based on a discussion of these characteristics, we identify research avenues regarding the perception and nature of smart services, the adoption of smart services, the innovation through smart services as well as regarding the development of new business models.
Originality/value – Smart services is a new emerging topic in service marketing research, their implications on organizations, customers and the service landscape have not been fully explored. We provide a fresh perspective on service research by characterizing relevant aspects of smart service that will stimulate fruitful future research and advance the understanding and practice of smart services.
… Design, Specification, and …, Jan 1, 2003
Managing Service Quality, Jan 1, 2003
... Table IIIPersonal characteristics associated with non-usage of IB by user group. ... Black, N... more ... Table IIIPersonal characteristics associated with non-usage of IB by user group. ... Black, NJ, Lockett, A., Ennew, C. (2001), "The adoption of Internet financial services: a ... Cox, J., Dale, BG (2001), "Service quality and e-commerce: an exploratory analysis", Managing Service Quality ...
Journal of Service …, Jan 1, 2008
... Bringing Services Marketing to the Elicitation of User Requirements Lia Patrício Faculdade de... more ... Bringing Services Marketing to the Elicitation of User Requirements Lia Patrício Faculdade de Engenharia, University of Porto, Portugal lpatric@fe.up.pt ... Nuno Jardim Nunes University of Madeira, Portugal njn@uma.pt Abstract ...
The commercial use of the Internet for service provision has deeply changed the environment where... more The commercial use of the Internet for service provision has deeply changed the environment where human-computer interaction takes place. Web interfaces are now integrated in overall service provision, and are designed for a huge and diversified set of potential users, in an uncontrolled context. With the aim of understanding customer interaction needs and improving the methods of requirements elicitation in the web context, a qualitative study of a multi-channel Portuguese bank was made. The results obtained so far indicate that Interaction Design and Services Marketing have strong complementarities. The Marketing perspective is especially useful with regard to the study of customer experience requirements, which are increasingly influential in customer decisions to adopt Internet services. Essential use cases are also very useful in the multiple platform service context, as they allow the elicitation of experience requirements in a technology-independent way, and therefore allow an integrated management of the different interaction channels.
This paper addresses the problem of interaction design for service provision to customers in a mu... more This paper addresses the problem of interaction design for service provision to customers in a multi-platform environment. It is based on a qualitative and quantitative study of a Portuguese multi-channel retail bank, and shows that, as most of the financial operations are functionally available across the different service platforms, experience requirements become increasingly influential in customers' usage of the different channels. Different financial services generate different interaction needs, and the fit between experience requirements and channel performance in satisfying those needs has a strong impact on customer channel choices. Based on these findings, essential use cases are applied and extended to capture experience requirements for the different financial operations in a technology independent way. With this approach, interaction designers can identify which platforms are best suited to provide the different services available, improving the multi-channel service as a whole. On the other hand, it also enables the identification of areas of interaction experience that need improvement in each platform, if services offered are likely to be effectively used.
Managing Service Quality, 2003
... Table IIIPersonal characteristics associated with non-usage of IB by user group. ... Black, N... more ... Table IIIPersonal characteristics associated with non-usage of IB by user group. ... Black, NJ, Lockett, A., Ennew, C. (2001), "The adoption of Internet financial services: a ... Cox, J., Dale, BG (2001), "Service quality and e-commerce: an exploratory analysis", Managing Service Quality ...
Conference Presentations by Lia Patrício
The evolution of technologies and rapid change of the industrial context requires manufacturing c... more The evolution of technologies and rapid change of the industrial context requires manufacturing companies to transform their design process; and shift from product-focused design to user-centred and service-focused design of solutions. Product-service systems (PSS) and service design (SD) have been identified has the two main approaches to design service. Current PSS methods and tools evolved from a Goods-logic to support manufacturers developing new services, but these latter are seen as units-of-outputs, aimed to optimize the efficiency of technological-systems and constrain the envisioning of alternative ways-of-doing. SD and Service-logic (S-logic) have been evolving and integrated to better support the design of solutions and cocreation of value. However, this approach has been scarcely used by manufacturers. This paper describes PSS, SD and S-logic main characteristics, such as the methods and tools; discusses how the concept of value-in-use, cocreation and actor/system' role are perceived in those fields; and, through an application case in the laboratory industry, attempts to further integrate PSS, SD methods and S-logic into a new product-service perspective able to be implemented in industry for designing cocreated solutions with different stakeholders.
ABSTRACT This work presents a model-driven design process, by which our research team successfull... more ABSTRACT This work presents a model-driven design process, by which our research team successfully developed a cross-platform system to support an innovative service in short time. Essentially based on co-design and agile development approaches, we applied methods and models developed in user experience design, marketing management and software engineering in our development process. This work presents how these models can play the roles as both communication tools and boundary objects to help practitioners, stakeholders, business analysts, designers and end users work together and participate in all stages of the iterative design process.
Researchers and practitioners have increasingly recognized the importance of offering value propo... more Researchers and practitioners have increasingly recognized the importance of offering value propositions to customers that enable value co-creation as discussed in the service dominant logic (SD-logic). SD-logic recognizes customers as active co-creators and posits that products and services are only means to an end. Also, different approaches, methods and tools have been developed to design value propositions however they still lack to explicit the SD-logic principles. The design of solutions that provide value-in-use is at the centre of both Product Service System (PSS) approach and service design (SD). Whereas PSS focuses on designing required functions and aims at sustainability, embedding a more organization-centred approach and problem-solving way of thinking; SD adopts a more human-centred perspective for creative enquiry and focuses on the customer experience, orchestrating interactions between different actors that engage over time, in a complex socio-technological environment. Although SD becomes more established as a discipline, it tends to focus on the early stages of the design process and could further expand its impact if integrated with current organizational innovation approaches. Moreover, PSS design is currently well known in industries and similar principles may be shared among these disciplines. However, so far, these approaches have not been fully integrated. This paper analyses the PSS and SD approaches in light of the SD-logic. It attempts to provide a more comprehensive discussion about these two approaches and proposes a conceptual framework for integrating PSS organizational point of view; and SD human-centred focus to design better service.
Journal of Service Management, 2012
Purpose–Customer experience has become increasingly important for service organizations that see ... more Purpose–Customer experience has become increasingly important for service organizations that see it as a source of sustainable competitive advantage, and for service designers, who consider it fundamental to any service design project. Design/methodology/approach–Integrating contributions from different fields, CEM was conceptually developed to represent the different aspects of customer experience in a holistic diagrammatic representation. CEM was further developed with an application to a multimedia service. To further develop and ...
Purpose – The purpose of this paper is to craft a future research agenda to advance smart service... more Purpose – The purpose of this paper is to craft a future research agenda to advance smart service research and practice. Smart services are delivered to or via intelligent objects that feature awareness and connectivity. For service researchers and managers, one of the most fascinating aspects of smart service provision is that the connected object is able to sense its own condition and its surroundings and thus allows for real-time data collection, continuous communication and interactive feedback.
Design/methodology/approach – This article is based on discussions in the workshop on “Fresh perspectives on technology in service” at the International Network of Service Researchers on September 26, 2014 at CTF, Karlstad, Sweden. The paper summarizes the discussion on smart services, adds an extensive literature review, provides examples from business practice and develops a structured approach to new research avenues.
Findings – We propose that smart services vary on their individual level of autonomous decision-making, visibility and embeddedness in objects and customer lives. Based on a discussion of these characteristics, we identify research avenues regarding the perception and nature of smart services, the adoption of smart services, the innovation through smart services as well as regarding the development of new business models.
Originality/value – Smart services is a new emerging topic in service marketing research, their implications on organizations, customers and the service landscape have not been fully explored. We provide a fresh perspective on service research by characterizing relevant aspects of smart service that will stimulate fruitful future research and advance the understanding and practice of smart services.
… Design, Specification, and …, Jan 1, 2003
Managing Service Quality, Jan 1, 2003
... Table IIIPersonal characteristics associated with non-usage of IB by user group. ... Black, N... more ... Table IIIPersonal characteristics associated with non-usage of IB by user group. ... Black, NJ, Lockett, A., Ennew, C. (2001), "The adoption of Internet financial services: a ... Cox, J., Dale, BG (2001), "Service quality and e-commerce: an exploratory analysis", Managing Service Quality ...
Journal of Service …, Jan 1, 2008
... Bringing Services Marketing to the Elicitation of User Requirements Lia Patrício Faculdade de... more ... Bringing Services Marketing to the Elicitation of User Requirements Lia Patrício Faculdade de Engenharia, University of Porto, Portugal lpatric@fe.up.pt ... Nuno Jardim Nunes University of Madeira, Portugal njn@uma.pt Abstract ...
The commercial use of the Internet for service provision has deeply changed the environment where... more The commercial use of the Internet for service provision has deeply changed the environment where human-computer interaction takes place. Web interfaces are now integrated in overall service provision, and are designed for a huge and diversified set of potential users, in an uncontrolled context. With the aim of understanding customer interaction needs and improving the methods of requirements elicitation in the web context, a qualitative study of a multi-channel Portuguese bank was made. The results obtained so far indicate that Interaction Design and Services Marketing have strong complementarities. The Marketing perspective is especially useful with regard to the study of customer experience requirements, which are increasingly influential in customer decisions to adopt Internet services. Essential use cases are also very useful in the multiple platform service context, as they allow the elicitation of experience requirements in a technology-independent way, and therefore allow an integrated management of the different interaction channels.
This paper addresses the problem of interaction design for service provision to customers in a mu... more This paper addresses the problem of interaction design for service provision to customers in a multi-platform environment. It is based on a qualitative and quantitative study of a Portuguese multi-channel retail bank, and shows that, as most of the financial operations are functionally available across the different service platforms, experience requirements become increasingly influential in customers' usage of the different channels. Different financial services generate different interaction needs, and the fit between experience requirements and channel performance in satisfying those needs has a strong impact on customer channel choices. Based on these findings, essential use cases are applied and extended to capture experience requirements for the different financial operations in a technology independent way. With this approach, interaction designers can identify which platforms are best suited to provide the different services available, improving the multi-channel service as a whole. On the other hand, it also enables the identification of areas of interaction experience that need improvement in each platform, if services offered are likely to be effectively used.
Managing Service Quality, 2003
... Table IIIPersonal characteristics associated with non-usage of IB by user group. ... Black, N... more ... Table IIIPersonal characteristics associated with non-usage of IB by user group. ... Black, NJ, Lockett, A., Ennew, C. (2001), "The adoption of Internet financial services: a ... Cox, J., Dale, BG (2001), "Service quality and e-commerce: an exploratory analysis", Managing Service Quality ...
The evolution of technologies and rapid change of the industrial context requires manufacturing c... more The evolution of technologies and rapid change of the industrial context requires manufacturing companies to transform their design process; and shift from product-focused design to user-centred and service-focused design of solutions. Product-service systems (PSS) and service design (SD) have been identified has the two main approaches to design service. Current PSS methods and tools evolved from a Goods-logic to support manufacturers developing new services, but these latter are seen as units-of-outputs, aimed to optimize the efficiency of technological-systems and constrain the envisioning of alternative ways-of-doing. SD and Service-logic (S-logic) have been evolving and integrated to better support the design of solutions and cocreation of value. However, this approach has been scarcely used by manufacturers. This paper describes PSS, SD and S-logic main characteristics, such as the methods and tools; discusses how the concept of value-in-use, cocreation and actor/system' role are perceived in those fields; and, through an application case in the laboratory industry, attempts to further integrate PSS, SD methods and S-logic into a new product-service perspective able to be implemented in industry for designing cocreated solutions with different stakeholders.