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Service Design in HCI Research: The Extended Value Co-creation Model

Conference paper
Authors Daisy Yoo
Anya Ernest
Sofia Serholt
Eva Eriksson
Peter Dalsgaard
Published in Proceedings of the Halfway to the Future Symposium 2019
ISBN 978-1-4503-7203-9
Publisher ACM
Place of publication Nottingham, United Kingdom
Publication year 2019
Published at Department of Computer Science and Engineering (GU)
Language en
Links dx.doi.org/10.1145/3363384.3363401
https://dl.acm.org/citation.cfm?id=...
Keywords Service design, Interaction design, HCI research, Values
Subject categories Human Computer Interaction, Library and information science

Abstract

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.

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