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Service design in HCI research: The extended value co-creation model

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DOI

In this paper, we discuss what it means to practice service design in an academic research setting. For a long time, the primary focal point of design research has been the users—of their experiences, needs, desires, and values. By contrast, designers have been relatively anonymous and unlocatable. In shift to the service-centric design paradigm, we argue that it is important to recognize design researchers as distinct stakeholders, who actively interact with systems and services with a goal to fulfill their own values and achieve desired outcomes. In practice, typically the role of designer is that of a design consultant working for (or rather on behalf of) the client. By contrast, in academic research settings, the role of designer is that of a design researcher working with their own research agenda. We provide a case study of a service design research project aimed at developing new digital services for public libraries. We encountered a series of issues with a complex set of values at play, in which design researchers emerged as distinct stakeholders with specific sets of research questions, goals, and visions. The main contribution of this paper is a model that (a) clarifies the position of design researchers within the sociocultural context in which they practice design, and (b) visualize how their positions impact the value co-creation, and in turn, the design outcome.

Original languageEnglish
Title of host publicationHTTF 2019 : Proceedings of the Halfway to the Future Symposium 2019
EditorsJoel E. Fischer, Sarah Martindale, Martin Porcheron, Stuart Reeves, Jocelyn Spence
Number of pages8
Place of publicationNew York
PublisherAssociation for Computing Machinery
Publication yearNov 2019
Pages1-8
Article number17
ISBN (Electronic)9781450372039
DOIs
Publication statusPublished - Nov 2019
Event2019 Halfway to the Future Symposium: Exploring the Past, Present, and Future of HCI and Design-Based Research, HTTF 2019 - Nottingham, United Kingdom
Duration: 19 Nov 201920 Nov 2019

Conference

Conference2019 Halfway to the Future Symposium: Exploring the Past, Present, and Future of HCI and Design-Based Research, HTTF 2019
LandUnited Kingdom
ByNottingham
Periode19/11/201920/11/2019

    Research areas

  • HCI research, Interaction design, Service design, Values

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