Temporal sketching as a method to balance service and experience design

Research output: Contribution to book/anthology/report/conference proceedingArticle in proceedingResearchpeer-review


This paper discusses the challenges of balancing service- and user experience design perspectives when engaging in the complexity of modern design processes. We argue this can be seen as a balance between different levels of socio-technical complexity – ranging from micro perspectives of a touchpoint’s interfaces, to a systemic perspective’s focus on actor maps and service blueprints. We propose video- and animation-based sketching as a way to use the temporal nature of both disciplines as a common language for zooming in and out of both micro, meso and macro levels of a service system design, and thus function as one approach to bridge the method gap between the two disciplines.
Original languageEnglish
Title of host publicationExperience Design Meets Service Design – Method Clash or Marriage? workshop in conjunction with ACM CHI’18. April 22, 2018, Montreal, Canada.
Number of pages7
Publication date2018
Publication statusPublished - 2018
EventACM CHI Conference on Human Factors in Computing System 2018: Engage with CHI - Palais des Congrès de Montréal, Montréal, Canada
Duration: 21 Apr 201826 Apr 2018


ConferenceACM CHI Conference on Human Factors in Computing System 2018
LocationPalais des Congrès de Montréal
Internet address


  • Service design
  • UX
  • User Experience Design
  • Sketching
  • HCI
  • Service Innovation
  • Animation
  • animation-based sketching
  • Video sketching


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