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

TY - GEN

T1 - Service design in HCI research

T2 - 2019 Halfway to the Future Symposium: Exploring the Past, Present, and Future of HCI and Design-Based Research, HTTF 2019

AU - Yoo, Daisy

AU - Ernest, Anya

AU - Serholt, Sofia

AU - Eriksson, Eva

AU - Eriksson, Eva

AU - Dalsgaard, Peter

PY - 2019/11

Y1 - 2019/11

N2 - 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.

AB - 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.

KW - HCI research

KW - Interaction design

KW - Service design

KW - Values

UR - http://www.scopus.com/inward/record.url?scp=85076818487&partnerID=8YFLogxK

U2 - 10.1145/3363384.3363401

DO - 10.1145/3363384.3363401

M3 - Article in proceedings

AN - SCOPUS:85076818487

SP - 1

EP - 8

BT - HTTF 2019

A2 - Fischer, Joel E.

A2 - Martindale, Sarah

A2 - Porcheron, Martin

A2 - Reeves, Stuart

A2 - Spence, Jocelyn

PB - Association for Computing Machinery

CY - New York

Y2 - 19 November 2019 through 20 November 2019

ER -