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UX Concepts and Perspectives – From Usability to User-Experience Design
Published in Marcelo M. Soares, Francisco Rebelo, Tareq Z. Ahram, Handbook of Usability and User Experience, 2022
Manuela Quaresma, Marcelo M. Soares, Matheus Correia
Perhaps this perspective is also the most similar to the concept of Service Design, which is also a specific design process. According to Mager and Sung (2011, p. 1),Service design aims at designing services that are useful, usable and desirable from the user perspective, and efficient, effective and different from the provider perspective. (…) service design takes a holistic approach in order to get an understanding of the system and the different actors within the system. (…) Service design looks at the experience by focusing on the full customer journey, including the experiences before and after the service encounters.
Improving Bus Travel through Inclusive Service Design
Published in Marcelo M. Soares, Francisco Rebelo, Ergonomics in Design Methods & Techniques, 2016
Carlos Aceves-González, Sharon Cook, Andrew May
Service design is an emerging discipline that aims to innovate or improve services that are useful, usable, and desirable from the user perspective, and efficient and effective from the organization perspective (Moritz, 2005; Mager and Sung, 2011). The literature suggests that this emerging discipline provides several benefits to the end users' experience when applied to service sectors such as retail, banking, transportation, and healthcare (Stickdorn, 2010). In the public services arena, it has been pointed out that the approach is less about competition and contestability and more about reducing the gap between what organizations do and what users expect or need (Parker and Heapy, 2006).
Tools, methods or theories in design research?
Published in Rita Almendra, João Ferreira, Research & Education in Design: People & Processes & Products & Philosophy, 2020
Yang and Sung (2016) report on service design tools to facilitate multidisciplinary ideation and co- creative social innovation. It is difficult to establish a hierarchy here since the high-level concept “service design” provides lower-level tools which are used to achieve co-creation. That is not a process here but more understood as an outcome: it is via service design tools that co-creation is attained. Examples of tools “provided by” service design are: “stakeholder maps, service blue-prints and customer journey maps”.
Service profit chain and throughput orientation: a manager-employee-customer triad perspective in services
Published in International Journal of Production Research, 2020
Pankaj C. Patel, Gurjeet Kaur Sahi, Mahesh Gupta, Jayanth Jayaram
The TO framework also informs service design research. Service design is defined as ‘the activity of planning and organising people, infrastructure, communication, and material components of a service in order to improve its quality and the interaction between a service provider and customers’ (Andreassen et al. 2016, 22). Although involvement and understanding of services by customers and employees are equally important, TO components of mindset, methodology, and measurement would have an impact on the tasks, tools, and processes necessary for bulwark for designing service profit chains. While employee and customer satisfaction are at the core of SPC, designing adaptive and resilient service chains for service encounters may require system-level tools such as TO that provide ‘techniques to incorporate all the components of the service, including physical elements, interactions, logical links, and temporal sequences’ (Andreassen et al. 2016, 22).
A preliminary analysis modeling of the relationship between quality management practices and sustainable performance
Published in Quality Management Journal, 2020
Muslim Diekola Akanmu, Mohamad Ghozali Hassan, Ahmad Yusni Bin Bahaudin
Service design as one of the factors of TQM is more related to customer. By improving reputation and customer satisfaction, service design in organization positively contributes to the performance (Lakhe and Mohanty 1995). TQM of an organization can enhance the service performance in different dimension with good service design. Additionally, service design leads to process improvement in every organization that will reflect in reduction of cost of poor quality such as rework, scrap and late delivery. Therefore, when organization offers suitable service design, it can result to increased satisfaction of the customers, better work process and increase response time and subsequently increase profitability in business. All the participants of TQM are encouraged by TQM to involve in the design process to achieving optimal design in order to satisfy the requirement of the customers (Dewhurst, Martínez-Lorente, and Dale 1999). The study posits that before production and marketing, new service design have to be reviewed in order to clear requirements and satisfactions.
COVALENT, a method for co-designing value exchange in community-centred design
Published in CoDesign, 2018
Yoonyee Pahk, James Self, Joon Sang Baek
Building upon the conceptual process of the value analysis model, COVALENT provides strategies and tools to engage stakeholders in co-designing mutually beneficial solutions inspired by co-design and service design knowledge. Co-design methodology can be described as the tools and processes employed to facilitate the collective creativity of designers and non-designers collaborating in the design process (Lee 2008; Sanders and Stappers 2008). It is adopted to engage stakeholders throughout the design process and to facilitate concept generation. Service design methodology is used as a means to analyse the needs and interactions of stakeholders and design solutions in the form of a service system. COVALENT consists of three steps: (1) need and resource analysis, (2) need and resource matching and (3) concept development. Table 1 compares the value analysis model with COVALENT.