Putting the Customer Back in the Center of SOA with Service Design and User-Centered Design

  • Arnita Saini
  • Benjamin Nanchen
  • Florian Evequoz
Part of the Lecture Notes in Computer Science book series (LNCS, volume 8135)


This article introduces a methodology used for designing the online presence of a Swiss SME providing Cloud Services. The Web application used for the purchasing and administration, backed by a Service-Oriented Architecture (SOA), has been designed to be customer-centric using a combination of different techniques borrowed from the fields of ethnomethodology, service design and user-centered design. The tools employed include service blueprint design and affinity diagram analysis followed by prototyping and subsequent usability evaluation. This collaborative methodology explained with the help of the applied research project use case is seen to yield excellent results in terms of customer-orientation.


Service Design User-Centered Design Service Oriented Architecture 


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Copyright information

© Springer-Verlag Berlin Heidelberg 2013

Authors and Affiliations

  • Arnita Saini
    • 1
  • Benjamin Nanchen
    • 1
  • Florian Evequoz
    • 1
  1. 1.University of Applied Sciences Western Switzerland (HES–SO)SierreSwitzerland

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