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How HCI Interprets Service Design: A Systematic Literature Review

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Human-Computer Interaction – INTERACT 2021 (INTERACT 2021)

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Abstract

The scope of Human-Computer Interaction (HCI) research is expanding with regard to the studied systems and stakeholders, and its impact areas. Service design has recently gained tractions in HCI as an approach to deal with these expansions. However, there has been confusion around the definitions and roles of service design in HCI, especially with its overlaps and differences with interaction design. To examine how HCI has adopted service design, this paper presents results from a systematic literature review on 52 papers from the most cited HCI publication venues. Our findings show that the adoption of service design concepts and methods in HCI has been sporadic over the past decade. The term service design has been interpreted as a variety of meanings. The most predominantly observed understandings include service design as a term for designing digital services instead of products, and as an approach providing a journey and system perspective to the design of social computing, Internet of Things, or other complex systems. Only a few studies adopted the fundamental logic of new value exchange or co-creation of systems from service design. We discuss the reasons behind the differing interpretations of service design by HCI and future opportunities for HCI to better benefit from service design.

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Authors and Affiliations

  1. National University of Singapore, Singapore, Singapore

    Christine Ee Ling Yap & Jung-Joo Lee

  2. Aalto University, Espoo, Finland

    Virpi Roto

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  1. Christine Ee Ling Yap
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  2. Jung-Joo Lee
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  3. Virpi Roto
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Correspondence to Christine Ee Ling Yap .

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Editors and Affiliations

  1. Department of Electrical and Information Engineering, Polytechnic University of Bari, Bari, Italy

    Carmelo Ardito

  2. Computer Science Department, University of Bari Aldo Moro, Bari, Italy

    Rosa Lanzilotti

  3. Computer Science Department, University of Pisa, Pisa, Italy

    Alessio Malizia

  4. Department of Computer Science, University of York, York, UK

    Helen Petrie

  5. Computer Science Department, University of Bari Aldo Moro, Bari, Italy

    Antonio Piccinno

  6. Computer Science Department, University of Bari Aldo Moro, Bari, Italy

    Giuseppe Desolda

  7. Microsoft Research, Redmond, WA, USA

    Kori Inkpen

Appendix

Appendix

1.1 Top 20 HCI Publication Venues Used in This Study

Table 3. Top HCI publication venues as of July 2020 (Source: Google Scholar metrics)
Full size table

The full list of all 83 papers and how they are categorized in this study can be found at https://www.notion.so/List-of-papers-in-used-in-systematic-literature-review-566010db676c402182595758e0d2fbb9.

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Yap, C.E.L., Lee, JJ., Roto, V. (2021). How HCI Interprets Service Design: A Systematic Literature Review. In: Ardito, C., et al. Human-Computer Interaction – INTERACT 2021. INTERACT 2021. Lecture Notes in Computer Science(), vol 12933. Springer, Cham. https://doi.org/10.1007/978-3-030-85616-8_16

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