Abstract
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 language | English |
|---|---|
| Title of host publication | Experience Design Meets Service Design – Method Clash or Marriage? workshop in conjunction with ACM CHI’18. April 22, 2018, Montreal, Canada. |
| Number of pages | 7 |
| Publication date | 2018 |
| Publication status | Published - 2018 |
| Event | ACM CHI Conference on Human Factors in Computing System 2018: Engage with CHI - Palais des Congrès de Montréal, Montréal, Canada Duration: 21 Apr 2018 → 26 Apr 2018 https://chi2018.acm.org |
Conference
| Conference | ACM CHI Conference on Human Factors in Computing System 2018 |
|---|---|
| Location | Palais des Congrès de Montréal |
| Country/Territory | Canada |
| City | Montréal |
| Period | 21/04/2018 → 26/04/2018 |
| Internet address |
Keywords
- Service design
- UX
- User Experience Design
- Sketching
- HCI
- Service Innovation
- Animation
- animation-based sketching
- Video sketching