Abstract
Services are dynamic, unfolding over a period of time through a sequence of events and steps that produce value for the customer. A key contributor to the value of service is the experience of interpersonal interactions. Designing services that result in desirable experience and motivate customers to sustain the customer loyalty is challenging. Human centered approach towards service design captures the deep insights of customer expectations. However, human values i.e. beliefs exist at a deeper and more subconscious level in a customer as a human, than his expectations as a service consumer. Hence there is a need to understand and realize human values e.g. empowerment, motivation, and awareness of the customers to reflect exactly what customers want from the service. Design patterns provide a structured yet creative method for service design. This research paper elaborates the use of service design patterns as effective enabler incorporating the human values in service design solutions through findings of two case studies.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Similar content being viewed by others
References
Harper, R., Rodden, T., Rogers, Y., Sellen, A.: Being Human: Human-Computer Interaction in the Year 2020. Microsoft Research Ltd., Cambridge (2008)
Athavankar, U., Khambete, P., Roy, D., Chaudhary, S., Kimbahune, S., Doke, P., Devkar, S.: Multidisciplinary team dynamics in service design—the facilitating role of pattern language. In: Proceedings of the India HCI 2014 Conference on Human Computer Interaction (p. 16). ACM (2014)
Fensel, D., Facca, F.M., Simperl, E., Toma, I.: Service science. In: Semantic Web Services (pp. 25–35). Springer, Berlin (2011)
Meroni, A., Sangiorgi, D.: Design for Services. Gower Publishing, Ltd., Farnham (2011)
Cook, L.S., Bowen, D.E., Chase, R.B., Dasu, S., Stewart, D.M., Tansik, D.A.: Human issues in service design. J. Oper. Manage. 20(2), 159–174 (2002)
Sangiorgi, D., Junginger, S.: Emerging issues in service design. Des. J. 18(2), 165–170 (2015)
Schwartz, S.H.: Basic Human Values: Theory, Methods, and Application. Risorsa Uomo (2007)
Mahamuni, R., Kalyani, K., Yadav, P.: A simplified approach for making human values central to interaction design. Procedia Manuf. 3, 874–881 (2015)
Naisbitt, J.: Ten New Directions Transforming Our Lives, pp. 63–65. Warner, New York (1982)
Alexander, C., Ishikawa, S., Silverstein M.: A Pattern Language: Towns, Buildings, Construction, vol. 2. Oxford University Press, Oxford (1977)
Gamma, E., Heml, R., Johnson, R., Vlissides, J.: Design Patterns: Elements of Reusable Object-Oriented Software. Pearson Education India (1994)
Borchers, J.O.: A pattern approach to interaction design. AI & Soc. 15(4), 359–376 (2001)
Khambete, P.: Designing Desirable Service Experience: A Pattern Language Framework for Designing Touch Point Ecosystems. Indian Institute of Technology Bombay (2013)
Park, K.: Park’s Textbook of Preventive and Social Medicine, 21st edn. Banarasidas Bhanot, Jabalpur (2011)
Khambete, P., Roy, D., Devkar, S.: Validation of a service design pattern language as an effective framework for multidisciplinary design. In: Proceedings of the 7th International Conference on HCI, IndiaHCI 2015, pp. 1–9. ACM (2015)
Khambete, P., Athavankar, U., Doke, P., Shinde, R., Roy, D., Devkar, S., Kimbahune, S., Chaudhary, S.: A case study in participatory service design for rural healthcare system in India using a pattern language. In: ICoRD’15—Research into Design Across Boundaries, vol. 1, pp. 3–13. Springer, New Delhi (2015)
Acknowledgments
Part of this study was carried out under the aegis of TCS—IIT Bombay Research Cell funded by Tata Consultancy Services, India. We thank doctors from KEM Hospital, Mumbai; staff at the Public Healthcare Center in Thane District, Maharashtra, India and the associates from TCS India for participating in the study. We also thank Prof. Uday Athavankar from IDC, IIT Mumbai, India and Chakravarthi Sathyanarayana, Uma Narayanan from TCS, India for their support.
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2017 Springer International Publishing Switzerland
About this paper
Cite this paper
Mahamuni, R., Sharma, S., Khambete, P., Mokashi-Punekar, R. (2017). Reflecting Human Values in Service Design. In: Ahram, T., Karwowski, W. (eds) Advances in The Human Side of Service Engineering. Advances in Intelligent Systems and Computing, vol 494. Springer, Cham. https://doi.org/10.1007/978-3-319-41947-3_31
Download citation
DOI: https://doi.org/10.1007/978-3-319-41947-3_31
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-41946-6
Online ISBN: 978-3-319-41947-3
eBook Packages: EngineeringEngineering (R0)