A Model-Driven Service Design Toolkit: From Co-Design to Implementation (original) (raw)

A Methodology for Designing E-services from a Co Design Platform

Defining e-services with the help of a Co-Design Platform (CDP) offers the possibility for designers to co-construct services with users that better respond to their real needs. A physical or virtual agora, the CDP offers a way to guide the analysis and conception of new services by taking advantage of the convergence between content production, editing and distribution on the Internet. By anticipating the expectations of users, we describe a methodology that aims to correlate designers' models, consisting of domain objects, and users' conceptual models, composed of usage objects.

Designing Technology-Enabled Services with Model-based Methods

2015

Services are increasingly technology-infused. Technology infusion not only brings change to existent service interfaces (e.g. self-service machines at a store), but also introduces new interfaces (e.g. website, smartphone app). This creates added complexity to service design, the field dedicated to bring innovative service ideas to life, as the number of potential touchpoints, or encounters between the customer and the service provider, also increase.

Designing Services with Model-based Methods

2012

Service design is a multidisciplinary human-centered field that involves a deep understanding of people, context, service providers, market strategies, and social practices, with the aim of designing service offerings that enable customers to cocreate valuable experience. To deal with the complexity of service design challenges there is a need to develop methods dedicated to the service domain. Models have been considered an important contribution to service design as they portray complex realities, synthesize the relevant knowledge, and provide consistent communication between multidisciplinary teams. Activity-centered design seems well suited to support service design because it frames the understanding of customers with the activities they perform, their purpose and context. In this work we use an activitycentric framework to combine Multilevel Service Design, an interdisciplinary method to design services and Customer Experience Modeling, a method to capture and systematize cust...

User Driven Service Design and Innovation Platforms

Communications in Computer and Information Science, 2013

Integrating consumers into the design and development process of IT is a promising strategy for companies. To stimulate this co-production of IT through end-user programming specific user platforms for innovation have been developed. In this paper we illustrate how end-user programming and configurations has been a successful practice throughout the history of the PCfrom the early stationary computers in the 80s, via the development of the web, to recent toolkits for end-user configuration of mobile hardware. While this trend has been stable this paper illustrate how corresponding support for enduser programming of mobile applications is still missing. To address this need this paper presents the SATIN platform and its underlying design concepts. We view this as a contribution for advancing the development of innovation platforms and as an illustration of how concept design can help in envisioning the next step in user-driven service design.

The service design studio: putting it all together

This paper presents an overview of the methodology developed for the Service Design studio course of the Department of Product and Systems Design Engineering. The goal of this methodology is the design of new services. In order to achieve the pedagogical goals and produce a presentable result within a four-month time frame, emphasis is given to streamlining and synthesizing the design of the touchpoints; the user experience; the branding; and the value propositions.

Engaging Diverse Stakeholders in Interdisciplinary Co-Design Project for Better Service Design

Journal of Cases on Information Technology, 2021

The rapid development of information technology (IT) has enabled digital services to evolve continually and support a growing number of internet-enabled devices, along with user diversity. The end-user anticipation within the smart environments, which are internet-enabled delivery networks and innovative technologies. What tools/methods can support the collaborative design and effectively choreograph the design process with dynamic knowledge between service designers and service users? The cooperative design is recognizable in the design environment with a collection wideranged by co-design methods and tools. In-depth interviews uncover contextually appropriate design process requirements from diverse stakeholder groups. A collection of design tools and methods are selected and implemented within a web-based co-design platform. Uncovered design requirements are subsequently applied in extending the double diamond framework prior to operationalization into a design process blueprint with supporting service design tool selection as the main contributions for this paper.

Use of Models and Modelling Techniques for Service Development

IFIP International Federation for Information Processing, 2004

E-applications are increasingly being composed from individual services that can be realized with different technologies, such as, e.g., Web Services and standard component technologies. A current trend in the development of these services is to describe their technology-independent and technology-specific aspects in separate models. A prominent development that leads this trend is the Model-Driven Architecture (MDA). An important feature of the MDA approach is the explicit identification of Platform-Independent Models (PIMs) and the flexibility to implement them on different platforms via Platform-Specific Models (PSMs), possibly through (automated) model transformations. A platform can be any technology that supports the execution of these models, either directly or after translation to code in a programming language. This paper aims at identifying the benefits of the MDA approach in the development of services for e-applications. The paper presents a short introduction to MDA, in the context of service development, and an overview of the modelling capabilities of the Unified Modelling Language (UML), one of MDA's main modelling languages.

Digital Service Design for Service-Oriented Business Models

2015

Today, digital solutions are integral and strategic parts of most service-oriented organizations. Similarly, the ICT (information and communication technologies) sectors are also moving towards service-oriented business models because of advancements in mobile and cloud technologies. Therefore, the service-oriented approach must be applied to innovating, designing and developing service solutions. This paper describes experiences from the digital service design and development processes in which several stakeholders were involved. This iterative design process resulted in several innovate mobile and cloud based services. The study results demonstrate that inventing or designing new digital services in crossdisciplinary teams by using the holistic viewpoint of the customer journey ensure better integration of business expectations and technological possibilities. The contribution of this paper is the experiments which result in innovative mobile and cloud based concepts, applications...

Introduction to Service Design for UX Designers

Proceedings of the 11th Nordic Conference on Human-Computer Interaction: Shaping Experiences, Shaping Society, 2020

We are witnessing the work of user experience (UX) designers expanding beyond single digital products towards designing customer journeys through several service touchpoints and channels. Greater understanding of the service design approach and the interplay between service design and UX design is needed by UX researchers and practitioners in order to address this challenge. This course provides a theoretical introduction to service design and practical activities that help attendees understand the principles of service design and apply key methods within their work. It is targeted at UX design practitioners, teachers, and researchers, and those interested in systemic approaches to design. CCS CONCEPTS • Human-centered computing~Interaction design~Interaction design process and methods

Interaction That Values Co-Creation in the Design of Services

Bell Labs Technical Journal, 2013

One of the challenges of designing technology-based services is devising an appropriate system of communication, capable of supporting end user goals in an engaging and sustainable way. An increase in the complexity of technology-based services and customer interaction has fueled the development of innovative services that improve the quality of service offerings. This research looks at the design of a technology-based service that may provide users of enterprise communication tools with a satisfying customer experience. A new conceptual model for the design of co-creative services that combines cybernetic concepts with interaction design methods is illustrated by way of example through the design of an email service called Scribee. In doing so, the proposed model presents a way of conceiving service systems that have the potential to move beyond the simple creation and sharing of knowledge to assist end user involvement and collaborative interaction. © 2013 Alcatel-Lucent. knowledge from business management, computer science, engineering, and the social sciences. Innovation can be understood as the forming of new elements or novel combinations of these elements in the creation or delivery of service products [21]. By developing this theme, service innovation will also be considered in relation to its degree of novelty or its ability to extend existing services that contribute to their ongoing development [5]. Attributes of innovative services that meet the expectations of their users positively impact levels of user satisfaction and foster the development of increased customer value and loyalty [5]. This will impact a provider's fi nancial and strategic success. Therefore, the focus of this research centers upon creating