On the notion of the user in Service Design
2012 (English)Conference paper (Refereed)
The prevalent design methods and tools being used in Service Design appear to have been informed by the prevalent design traditions within the technology design fields (e.g. HCI and User Experience Design). Such design traditions put users at the centre of the activity of design and aim to cater to their needs, aspirations and desires. But should the user in service design be conceived in the same manner as it has been conceived in technology design fields?
To investigate this question, in this paper, first, I discuss why the notion of user is important for the activity of design. I then discuss how the notion of user has informed the attributes of user artefact interaction within the technology design disciplines over the years. Following this I discuss some of the everyday services to identify attributes of user service interaction. By comparing the user service interaction attributes with the user artefact interaction attributes originating from technology design disciplines, I point out that user service interaction attributes are somewhat different than the user artefact interaction attributes within technology design disciplines. I conclude the paper by arguing for the need of re- conceptualization of the user in service design to assist service designers to design innovative, efficient and effective services.
Place, publisher, year, edition, pages
IdentifiersURN: urn:nbn:se:umu:diva-97657OAI: oai:DiVA.org:umu-97657DiVA: diva2:775476
Cumulus Northern World Mandate conference