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

Daisy Yoo (Aarhus University, Denmark)
Anya Ernest (Chalmers University of Technology, Sweden)
Eva Eriksson (Aarhus University, Denmark and Chalmers University of Technology, Sweden)
Sofia Serholt (University of Gothenburg, Sweden)
Peter Dalsgaard (Aarhus University, Denmark)

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.

Citation

Daisy Yoo, Anya Ernest, Eva Eriksson, Sofia Serholt, and Peter Dalsgaard. 2019. Service Design in HCI Research: The Extended Value Co-creation Model. In Proceedings of the Halfway to the Future Symposium 2019 (HTTF 2019), November 19–20, 2019, Nottingham, United Kingdom. ACM, New York, NY, USA, 8 pages. https://doi.org/10.1145/3363384.3363401

With thanks to our sponsors:

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With thanks to our sponsors:

University of Nottingham logo

SIGCHI logo

Microsoft logo