User eXperience in service design: Defining a common ground from different fields

2012 ◽  
pp. 271-283
Keyword(s):  
User Experience ◽  
Common Ground ◽  
Service Design

scholarly journals Analysis of priority capture method for dynamic requirements of intelligent products based on user scenarios

2021 ◽  
Vol 13 (6) ◽  
pp. 168781402110284
Author(s):  
Weiwei Wang ◽  
Ting Wei ◽  
Suihuai Yu ◽  
Jian Chen ◽  
Binhong Guo ◽  
...  
Keyword(s):  
Product Design ◽  
User Experience ◽  
Cognitive Bias ◽  
Service Design ◽  
Design Methods ◽  
Path Model ◽  
Product Experience ◽  
Model Tree ◽  
Capture Method ◽  
Intelligent Products

To solve the problem of the fuzzy and dynamics of requirement caused by users’ cognitive bias, a dynamic requirement and priority capture method based on user scenarios is proposed, aiming at effectively improving user experience. The method consists of the following steps: Firstly, users with similar characteristics are filtered to form a user cluster, then obtain the user’s product experience in different usage scenarios and acquire preliminary requirements by using service design methods. Secondly, the requirement path model tree will be designed and the requirement path matrix will be constructed through the evaluation of the user cluster. Then the pathfinder algorithm will be used to calculate the required correlation of user clusters and prioritize the requirements. Finally, the direction of the product design will be provided. Taking the design of the intelligent office chair as an example, the effectiveness of the method is verified by evaluating the satisfaction of user experience.

Adding user experience into the interactive service design loop: a persona-based approach

2012 ◽  
Vol 31 (3) ◽  
pp. 287-303 ◽  
Author(s):  
Djilali Idoughi ◽  
Ahmed Seffah ◽  
Christophe Kolski
Keyword(s):  
User Experience ◽  
Service Design ◽  
Interactive Service

User Experience in Service Design: A Case Study from Algeria

2017 ◽  
Vol 19 (1) ◽  
pp. 56-58 ◽  
Author(s):  
Karim Touloum ◽  
Djilali Idoughi ◽  
Ahmed Seffah
Keyword(s):  
User Experience ◽  
Service Design

scholarly journals Setting the stage for service experience: design strategies for functional services

2016 ◽  
Vol 27 (5) ◽  
pp. 751-772 ◽  
Author(s):  
Ahmad Beltagui ◽  
Marina Candi ◽  
Johann C.K.H. Riedel
Keyword(s):  
User Experience ◽  
Interaction Design ◽  
Service Management ◽  
Emotional Experience ◽  
Service Design ◽  
Relationship Building ◽  
Service Firms ◽  
Design Strategies ◽  
Service Experience ◽  
Content Type

Purpose The purpose of this paper is to identify service design strategies to improve outcome-oriented services by enhancing consumers’ emotional experience, while overcoming customer variability. Design/methodology/approach An abductive, multiple-case study involves 12 service firms from diverse online and offline service sectors. Findings Overall, six service design strategies represent two overarching themes: customer empowerment can involve design for typical customers, visibility, and community building, while customer accommodation can involve design for personas, invisibility, and relationship building. Using these strategies helps set the stage for a service to offer an emotional experience. Research limitations/implications The study offers a first step toward combining investigations of service experience and user experience. Further research can strengthen these links. Practical implications The six design strategies described using examples from case research offer managerial recommendations. In particular, these strategies can help service managers address the customer-induced variability inherent in services. Originality/value Extant studies of experience staging have focused on particular sectors such as hospitality and leisure; this study contributes by investigating outcome-focused services and identifying strategies to create unique experiences that offset variability. It also represents a rare effort to combine research from service management and interaction design, shedding light on the link between service experience and user experience.

scholarly journals A method of intelligent product design cue construction based on customer touchpoint correlation analysis and positive creativity theory

2019 ◽  
Vol 11 (1) ◽  
pp. 168781401881934
Author(s):  
Weiwei Wang ◽  
Ting Wei ◽  
Yunyan Zhang ◽  
Yi Wang
Keyword(s):  
Correlation Analysis ◽  
Product Design ◽  
User Experience ◽  
User Behavior ◽  
Service Design ◽  
High Sensitivity ◽  
Functional Requirements ◽  
Kano Model ◽  
User Research ◽  
Intelligent Product

User experience plays an indispensable role in intelligent product design. Building a system for user research, capturing firsthand information from users and turning insights into achievable product design solutions is the key to innovation. This article introduces service design into product design and studies the design cue construction method through intelligent product design case. First, the authors capture customer touchpoints in the process of user interaction with the product by observing the user behavior and perform the correlation analysis of the customer touchpoint to obtain the user’s complaints and dissatisfaction. Second, the authors use positive creation theory to transform requirements and turn the complaints collected in user research into achievable functional requirements. Third, the authors use the KANO model for sensitivity analysis of functional requirements and select high-sensitivity requirements for priority development. Finally, using the service design innovation methods to analyze the user experience and stakeholders, the design cue map can be exported, and a new service system was established to enhance the overall user experience.

Research Methods, Data, and Analytics

2015 ◽  
pp. 32-57
Author(s):  
William J. Gibbs ◽  
Ronan S. Bernas
Keyword(s):  
Research Methods ◽  
User Experience ◽  
User Behavior ◽  
Service Design ◽  
Online News ◽  
Research Methodologies ◽  
Related Research ◽  
News Websites ◽  
News Services ◽  
Area Of Study

Media organizations deliver news services online employing various design techniques and technologies to make services useful, usable, and effective for news consumers. How people use news services, their perceptions of them, and how their design impacts the user experience (UX) is an important area of study. In this chapter, the authors examine service design, UX, and related research methodologies and their importance for online news. Additionally, they report on a study that examined how the type of news provider (TV versus newspaper) and associated services affected user behavior and perception of the user experience. Participants perceived news websites differently based on the type of news provider and their interactions with services differed based on type of provider. The findings have implication for the UX research, specifically UX related to online news.

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