Service Design Methods for Human Computer Interaction

Abstract

This tutorial addresses the application of service design methods for Human Computer Interaction (HCI). The tutorial will cover methodological and practical aspects of service design, focusing on three key tools -- stakeholder maps, consumer journey and business model canvas. The service design methods are tried out with interactive exercises, where participants in groups apply the methods to a design case. Service design is an emerging field, which applies a holistic design approach to understand and design for human experience. With an increasing number of digital services, both in commercial and public frontiers, it is important to develop services that are easy to use, and where the consumer's journey through the service pathways is fluent and consistent.