Advanced SearchSearch Tips
Designing Services with Models from Interaction Design and Cognitive Systems Engineering
facebook(new window)  Pirnt(new window) E-mail(new window) Excel Download
 Title & Authors
Designing Services with Models from Interaction Design and Cognitive Systems Engineering
Lee, Dong-Seok; Pan, Young-Hwan;
  PDF(new window)
Objective: This paper discusses how service design is related to two well-known disciplines, interaction design and cognitive systems engineering, which are applied to the design of software, websites and mobile phones, and the design of control room of nuclear power plants and cockpit control, respectively. Background: Service design has been spotlighted recently due to its promisingness to service industry. Successful cases of service design are widely shared among designers. Service design, however, is treated as practice rather than a discipline. Method: It was discussed that it is important to consider the interaction between customers and services as in interaction design, and some domains are complex enough and have functional limitation as in cognitive systems engineering. Results: Models and design tools of the disciplines are introduced and applied to service design practices. Conclusion: It was concluded that service design has the characteristics of both interaction design and cognitive systems engineering.
Service design;Interaction design;Cognitive systems engineering;
 Cited by
Holistic, Collaborative, Ecological, and Coevolutionary Characteristics of Service Design Process,Lee, Dong-Seok;

Journal of the Ergonomics Society of Korea, 2012. vol.31. 1, pp.7-13 crossref(new window)
Hackos, J. T. and Redish, J. C., User and Task Analysis for Interface Design, 1998.

Kim, J. W.(ed.), Introduction of Human Computer Interaction, Ahn Graphics, 2005.

Laurentz, E. and Rawecka, P., Service design in emergency waiting room, 2010, Dec 20, 2011).

Moritz, S., Service Design: Practical Access to an Evolving Field. Koln International School of Design, 2005, Dec 20, 2011).

Norman, D. A., The design of everyday things, Basic Books, 1988.

Rasmussen, J., The role of hierarchical knowledge representation in decision making and system management. IEEE Transactions on Systems, Man and Cybernetics, 15, 234-243, 1985.

Rasmussen, J., Skills, rules, knowledge; signals, signs, and symbols, and other distinctions in human performance models. IEEE Transactions on Systems, Man and Cybernetics, 13, 257-266, 1983.

Rohrer, C. and Dickerson, N., Managing User Experience Strategy, Usability Week 2011, June 13-18, 2011, San Francisco, CA.

Stickdorn, M. and Schneider, J., This is Service Design Thinking, BIS Publishers, 2011.

Vicente, K. J., The Human Factor: Revolutionizing the Way People Live with Technology, Routledge, 2004.

Yoon, S. W., Introduction of Service Design, Korea Institute of Service Promotion, 2011, Dec 20, 2011).