Journal of the Ergonomics Society of Korea (대한인간공학회지)

Ergonomics Society of Korea (대한인간공학회)
권호 표지
DOI QR코드

DOI QR Code

Holistic, Collaborative, Ecological, and Coevolutionary Characteristics of Service Design Process

  • Received : 2012.01.05
  • Accepted : 2012.01.19
  • Published : 2012.02.29
Download PDF
⟨ Previous Next ⟩

Abstract

Objective: This paper discussed the characteristics of service design process by comparing with product design process. Background: Service design has different design outcomes, project participants, and design constraints than product design. Method: The comparison took two perspectives: one was shorter-term, design process of a service, and the other was longer-term, process of service development. Results: It was discussed that service design process is similar in overall, but has four differences. First, the role of design is required earlier and longer in the process, which means service designers need to participate from the begging of the project to service operation. Thus service designers are required to have holistic viewpoint of the project. Second, service design requires many design expertise thus collaboration needs to be well defined and managed throughout the process. Third, since service provider has limited resources, regulations, and market competition, some service features cannot be provided. Service designers are required to know both customers' needs and functional constraints. Last, service design is highly coupled with service operation. Designing and providing service happens at the same time and evolves over time. Conclusion: Consequently it was asserted that the role of designers in service design is essential for success. In specific, the role of service design architect, who manages design process and design outcomes, is a new and important role in service design project.

Keywords

References

  1. Buxton, B., Sketching User Experiences: Getting the Design Right and the Right Design, Morgan Kaufmann, 2007.
  2. de Oliveira Castro, G. and Campbell, J., Designing for profittable innovation. Service design global conference, OCT 20-21, 2011.
  3. Design Council, The Double Diamond Design Process Model, 2005, http:// www.designcouncil.org.uk/designprocess(retrieved Dec 20, 2011).
  4. Design Council, Reducing violence and aggression in A&E through a better experience, 2011, http://goo.gl/eVZQ6(retrieved Dec 20, 2011).
  5. Kim, J. W.(ed.), Introduction of Human Computer Interaction, Ahn Graphics, 2005.
  6. Lee, D.-S. and Pan, Y., Designing Services with Models from Interaction Design and Cognitive Systems Engineering, Journal of the Ergonomics Society of Korea, this volume, 2012.
  7. Moritz, S., Service Design: Practical Access to an Evolving Field. Koln International School of Design, 2005, http://goo.gl/aCIzZ(retrieved Dec 20, 2011).
  8. Neilson Norman Group, User Experience - Our Definition, http:// www.nngroup.com/about/userexperience.html(retrieved Dec 20, 2011).
  9. Schauer, B., The Business Case for (or against) Service Design. Service Design Global Conference, OCT 20-21, 2011.
  10. Service Design Network, Customer Journey Map, http://www. servicedesigntools.org/tools/8(retrieved Dec 20, 2011).
  11. Stickdorn, M. and Schneider, J., This is Service Design Thinking, BIS Publishers, 2011.
  12. Vicente, K. J., The Human Factor: Revolutionizing the Way People Live with Technology, Routledge, 2004.
  13. Viladas, X., Design at Your Service: How to Improve a Business Idea with a Designer's Help, Index Books, 2011.
  14. Yoon, S. W., From UX Design to Service Design. Information. Institute of Computer Science and Technology, Hongik University, 2010.
  15. Yoon, S. W., Introduction of Service Design. Korea Institute of Service Promotion, 2011, http://goo.gl/iPEZB (retrieved Dec 20, 2011).