Call for Participation
The 3rd Workshop on HCI and Services
to be held at the HCI 2011 conference
Newcastle upon Tyne, UK
5th July 2011
As well as being important economically; services and service design are
emerging, crossing, and in some cases redefining disciplinary boundaries.
Papers have emerged in HCI venues that have explicitly examined services.
Service has emerged as a metaphor for computing web based pervasive and
ubiquitous applications. Researchers and practitioners often talk of
services instead of applications. In addition, service-oriented
architectures receive continued attention in computing, but research is
often divorced from HCI issues.
The user, value, and worth centred ethos of HCI of existing and emerging
approaches, is making its way into service design approaches. Service
definitions stress the intangible, activity and participatory nature of
service acts. HCI has much to offer in this area, from the foundation
principles espoused by Gould and Lewis, via approaches that provide
sophisticated analysis of tasks / activities; through to conceptual design
approaches for dealing with intangibility. Characterisations of Service
such as as experience, as journey, overlap with experience oriented
approaches that have emerged for analysing and designing computing
Many approaches to service design borrow, overlap or complement HCI's design
focus and academic rigour. For example Parker and Heapy's use of prototypes,
personas, and measurement of the service experience.
Explicit links between work on service definition, service design and HCI
are still emerging. There have been few discussions on the complements and
possible tensions between the areas. Whilst it is a truism that good Design
is User Centred, what does user centred mean for services?, which are often
enacted rather than embedded within a single system or application. What
differences are there from the traditional emphasis within Design
Disciplines on tangible products or computer based systems, rather than
activities and actions.
The following are goals of the workshop:
:- to bring together researchers and practitioners, from both HCI and
service design, to inform both research and practice into service design and
service design research;
:- to continue the exploration of the relationships between HCI (and its
applied manifestations such as interaction design, user experience) and
service design in both theory and practice;
:- to bring together people in different disciplines to discuss the above
:- to explore the wider implications of service design, such as links with
public service reform and local democracy movements;
:- to continue the building of a community of people with interests in the
3. TOPIC RELEVANCE
The workshop relates to existing work and workshops on services. Outside of
HCI, several major research projects and programs have undertaken research
into services in relation to products (e.g. KIM, IPAS, S4T). A recent AHRC
network on service design was based at Oxford (Kimbell and Seidel, 2008);
and the IfM and IBM have developed one vision for moving services research
forwards (IfM and IBM, 2008) and has resulted in a forthcoming volume
publication (Ng et al., in press). Cranfield University's IMRC has focussed
around the Product-Service System concept; in addition the Service Design
Network has launched a multidisciplinary journal (Touchpoint), alongside
thriving Facebook and Linked In communities. Recently the Guardian published
a supplement on service design (Guardian, 2010).
The workshop also builds on the work that has looked at service issues in
public services (Parker and Heapy, 2006, Abreu et al., 2008, Boyle and
Harris, 2009); on existing general interest in HCI; existing general
interest in service design; research into the definition of services
(Lovelock and Gummesson, 2004); and emerging paradigms for services (Vargo
and Lusch, 2004, Wild, 2010b). In addition the emergence of design
consultancies focussed around services and the wider design and engineering
communities growing interest in the topic.
The workshop will build on the 1st and 2nd workshops held at HCI'08 &
HCI'09.These efforts have brought together a small amiable and focussed
group of people alongside the gradual development of an international
network of people interested in the interaction between HCI and service
4. TOPICS, SUBMISSION AND DEADLINES
The workshop aims to include rather than exclude. Possible (contradictory)
:- Do HCI approaches shed new light on definitions of service?
:- Experiences applying HCI approaches to the design of services.
:- Experiences of using approaches from services marketing, management and
operations in HCI.
:- Service Quality in relation to usability/user experience measures.
:- Conflicts and complements between service as experience and 'harder'
measures of service quality.
:- Adaptation of existing perspectives to the analysis and design of
services (e.g., task analysis, activity theory, distributed cognition)
:- Challenges to existing perspectives brought by a service perspective.
:- UCD and Software as a Service and / or Service Oriented Architectures
:- Educational implications.
:- The intersection between theoretical accounts of participatory approaches
and value co-creation and co-production
Researchers are invited to submit a 4-6 page position paper on their work,
along with a candidate service for additional activities. Practitioners have
the option to submit a position presentation, rather than a paper.
Position Paper Submission - 1st May
Acceptance - 20th May
Position paper collection deadline 2nd June (HARD DEADLINE)
Workshop - 5th July
Submissions should be sent to [log in to unmask]
5. WORKSHOP STRUCTURE
The morning session will be given over to the presentation and discussion of
these papers.The afternoon session will undertake a walkthrough of a Service
and will be split between analysis/design of one or two service examples.
Techniques used will be collected from constructs explored in the morning
and standard techniques. There will be a workshop site linked into the main
conference site that will remain active as a resource for the community.
6. WORKSHOP ORGANISERS
Peter J Wild
Department of Psychology
Newcastle, NE1 8ST
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Independent Consultant (Design Research Manager)
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Director of Intiuo Design and Research
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Department of Computer and Information Science
SE-581 83, Sweden
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7. WORKSHOP WEBSITE
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