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Service design has gained tractions in Human-Computer Interaction (HCI) as an approach to deal with changes of technology design scopes. In the meantime, there are confusions around definitions of service design and its relevance to HCI. Despite the co-existence of interests and confusions, little research has been done for a comprehensive overview of how HCI interprets and adopts service design. This research performed a systematic literature review on extant HCI publications that claim to use service design. The review findings from the 179 publications revealed varying dimensions of service design taken up in HCI, relations between service design scopes and emerging technologies, as well as unclarity to service design in HCI and HCI’s current tendency to use service design for the interaction level rather than the system level. We discuss future design and research opportunities for HCI by integrating the system level dimensions of service design.
Opportunities for AI and machine learning (ML) are vast in current interactive systems development. However, comparatively little is known about how functionality for the system behind the interface is designed and how design methodologies such as user-centered design have influence. This research focuses on how interdisciplinary teams that include UX practitioners design real-world enterprise ML systems outside of big technology companies. We conducted a survey with product managers, and interviews with interdisciplinary teams and individual UX practitioners. The findings show that nontechnical UX practitioners are highly capable in designing AI/ML systems. In addition to applying UX and interaction design expertise to make decisions regarding functionality, they employ skills that aid collaboration across interdisciplinary teams. However, our findings suggest existing HCI design techniques such as prototyping and simulating complexity of enterprise ML systems are insufficient. We propose adaptations to design practices and conclude that some existing research should be reconsidered.
This paper offers a theoretical and methodological framework of ‘techno-aesthetic encounters’ that supports nonlinear (situated, materially-driven, and multi-sensory) and art-based modes of in-quiry in HCI and the broader STEM fields. We first investigate recent literatures in HCI and science and technology studies (STS) that explore nonlinear modes of practice and creativity in processes of technology design, and argue that better recognition of these dynamics may open space for art-based and nonlinear leaners and makers to more actively engage in HCI research and design. To meet this need, we study three renowned art-and-engineering prac-titioners (Klüver, Paik, Moog) and our own experimental project titled ‘The Electronicists’ in which participants from different disci-plines collaborated to produce three hybrid works. Based on this work, we propose a framework of ‘techno-aesthetic encounters’ that pursues event-based creativity through the mediation of engi-neering, art, and humanistic engagements. We suggest trust-based experiments, error-engaged studio, and art-based ethnography as promising methodological tenets of this approach.
Designing technology for emergency medical services (EMS) can be difficult, for example, due to limited access to domain experts. To support designers who aim to engage in a participatory design process in EMS environments, we created and evaluated the Contextual Secondary Video Toolkit (CSVT). This method uses secondary video material and design cards that allow domain experts to identify and prioritise challenges in their work environment and generate design ideas that address them. We illustrate the effects of the CSVT on design processes by analysing four workshops during which aeromedical EMS staff explored the potential of augmented reality to support their work. Our results indicate that the CSVT can support reflection about work practices, aid the generation of design ideas, and facilitate genuine participation. Furthermore, our data indicates that the use of secondary video in design projects is appropriate and even has certain advantages compared to primary field video.
Here we present a co-design exploration into the potential of technology to playfully re-signify urban spaces. We created a speculative catalog of urban tech and used it to facilitate multi-stakeholder discussions about the playful potential of smart cities. The learnings from our co-design engagements embody different people’s ideas of how tech might and might not support rich forms of urban play, and contribute to ongoing efforts at exploring how to playfully reconfigure our cities. We present: (1) a list of inspirational play potentials of urban spaces—i.e. playful things already people do, and enjoy, in the public space; (2) a portfolio of speculative ideas that show how tech might help to realize that potential; and (3) a discussion of stakeholders’ responses to these ideas. Our work can provide designers with inspiration and actionable advice for cultivating forms of urban play that cater to people’s socio-emotional needs.