Studying the service encounter: Addressing the passive user experience in design

The computer system is playing an increasingly important role in the face-to-face service encounter with the rapid development of technology and strong growth in services. The design focus of Human-computer interaction is traditionally the user who primarily interacts with the interface of the computer system, but the other users who also get affected by the system are not often addressed in research. This scenario typically occurs in the face-to-face service encounter that includes a computer system, where the customer, as the passive user of the system, relies on frontline employee`s interaction with the system to get information. Essentially, the passive user experience is a part of the overall customer experience, which focuses on the moment of the service encounter. Therefore, understanding the passive user and involving the passive user experience into design practice can lead to more appealing customer experience. The main objectives of this thesis are to clarify the aspects that influence the passive user experience in Helsinki Central Library Oodi and to give corresponding proposals for designing an appealing passive user experience. The literature review explicates several notions of service and the definition of the passive user. Based on that, the research is conducted with human-centered methods consisting of mapping the passive user journey, the passive user UX curve, and the semi- structured interview. The reasons behind the dynamic trends of the UX curves and pain points of the passive user are further summarized by data analysis. The study finds the service outcome, system feedback and transparency, waiting, encouragement, customer characteristics, graphical user interface, and physical layout of products are the aspects that influence the passive user experience. Besides, the recommendations of methodology to study the passive user are provided for later research. The findings from the study delineated the characteristics of the passive user experience, and the proposals enable service suppliers to improve their service encounters from a new perspective

Web-Based Structured Education for Type 2 Diabetes: Interdisciplinary User-Centered Design Approach

BACKGROUND: Digital health research encompasses methods from human-computer interaction and health research. OBJECTIVE: This paper aims to describe how these methods were combined to develop HeLP-Diabetes: Starting Out, a web-based structured education program for people newly diagnosed with type 2 diabetes. METHODS: The development process consisted of three phases: initial design for effectiveness, optimization for usability, and in the wild testing in the National Health Service with people newly diagnosed with type 2 diabetes, and further revisions. We adopted an iterative user-centered approach and followed steps from the human-computer interaction design life cycle and the Medical Research Council guidelines on developing and evaluating complex interventions. RESULTS: The initial design process resulted in an 8-session program containing information and behavior change techniques targeting weight loss, being more active, and taking medication. The usability testing was highlighted at an early stage, where changes needed to be made to the language and layout of the program. The in the wild testing provided data on uptake of and barriers to use. The study suggested low uptake and completion of the program, but those who used it seemed to benefit from it. The qualitative findings suggested that barriers to use included an expectation that the program would take too long. This informed refinements to the program. CONCLUSIONS: The use of interdisciplinary methods resulted in an iterative development process and refinements to the program that were based on user needs and data on uptake. The final intervention was more suitable for a definitive evaluation than the initial version. The description of our approach informs other digital health researchers on how to make interventions more sensitive to user needs

Uncovering human needs through visual research methods: Two commercial case studies

This paper presents two respective case studies which demonstrate how visual research methods can elicit a deep understanding of the needs of potential end users and drive product and service development at a strategic business level.The engagement of users in the development of products, services and systems has been explored by a number of design disciplines in the last few decades including but not limited to product design, human-computer interaction, systems design and service design. Each has recognised the importance of understanding the humans who will potentially be using their design outcome. Notable research methods include ethnographic inspired research, in-context and lab-based observations, interviews and the user trial of prototypes. However, these approaches also have their critics and limitations ranging from the need for incremental adjustment rather than radical design, being time-consuming and costly processes, and the large volume of ‘messy data’ being collected contributing to the complexities of ‘wicked problems’.In response to some of these limitations, a number of research methods have emerged which are more arts-based in nature i.e. the act of creating allows the researcher to extract ‘deeper’ human needs (tacit and latent needs) in a drastically shorter timescale. To fully utilise such approaches it is essential that a study be designed which amalgamates diverse research methods. The two case studies presented in this paper employ a variety of traditional and generative design research methods in live commercial projects. The specific project outcomes are retained under Intellectual Property and, as such, this paper critically focuses on the value of the process and methods utilised, their relationship to the wider concept of arts-based research, and discusses issues related to their application in commercial work

Categorisation of visualisation methods to support the design of Human-Computer Interaction systems

During the design of Human-Computer Interaction (HCI) systems, the creation of visual artefacts forms an important part of design. On one hand producing a visual artefact has a number of advantages: it helps designers to externalise their thought and acts as a common language between different stakeholders. On the other hand, if an inappropriate visualisation method is employed it could hinder the design process. To support the design of HCI systems, this paper reviews the categorisation of visualisation methods used in HCI. A keyword search is conducted to identify a) current HCI design methods, b) approaches of selecting these methods. The resulting design methods are filtered to create a list of just visualisation methods. These are then categorised using the approaches identified in (b). As a result 23 HCI visualisation methods are identified and categorised in 5 selection approaches (The Recipient, Primary Purpose, Visual Archetype, Interaction Type, and The Design Process).Innovate UK, EPSRC, Airbus Group Innovation

Mobile Life: A Research Foundation for Mobile Services

The telecom and IT industry is now facing the challenge of a second IT-revolution, where the spread of mobile and ubiquitous services will have an even more profound effect on commercial and social life than the recent Internet revolution. Users will expect services that are unique and fully adapted for the mobile setting, which means that the roles of the operators will change, new business models will be required, and new methods for developing and marketing services have to be found. Most of all, we need technology and services that put people at core. The industry must prepare to design services for a sustainable web of work, leisure and ubiquitous technology we can call the mobile life. In this paper, we describe the main components of a research agenda for mobile services, which is carried out at the Mobile Life Center at Stockholm University. This research program takes a sustainable approach to research and development of mobile and ubiquitous services, by combining a strong theoretical foundation (embodied interaction), a welldefined methodology (user-centered design) and an important domain with large societal importance and commercial potential (mobile life). Eventually the center will create an experimental mobile services ecosystem, which will serve as an open arena where partners from academia and industry can develop our vision an abundant future marketplace for future mobile servíces

Web-Based Structured Education for Type 2 Diabetes: Interdisciplinary User-Centered Design Approach.

BACKGROUND: Digital health research encompasses methods from human-computer interaction and health research. OBJECTIVE: This paper aims to describe how these methods were combined to develop HeLP-Diabetes: Starting Out, a web-based structured education program for people newly diagnosed with type 2 diabetes. METHODS: The development process consisted of three phases: initial design for effectiveness, optimization for usability, and in the wild testing in the National Health Service with people newly diagnosed with type 2 diabetes, and further revisions. We adopted an iterative user-centered approach and followed steps from the human-computer interaction design life cycle and the Medical Research Council guidelines on developing and evaluating complex interventions. RESULTS: The initial design process resulted in an 8-session program containing information and behavior change techniques targeting weight loss, being more active, and taking medication. The usability testing was highlighted at an early stage, where changes needed to be made to the language and layout of the program. The in the wild testing provided data on uptake of and barriers to use. The study suggested low uptake and completion of the program, but those who used it seemed to benefit from it. The qualitative findings suggested that barriers to use included an expectation that the program would take too long. This informed refinements to the program. CONCLUSIONS: The use of interdisciplinary methods resulted in an iterative development process and refinements to the program that were based on user needs and data on uptake. The final intervention was more suitable for a definitive evaluation than the initial version. The description of our approach informs other digital health researchers on how to make interventions more sensitive to user needs

Mobility is the Message: Experiments with Mobile Media Sharing

This thesis explores new mobile media sharing applications by building, deploying, and studying their use. While we share media in many different ways both on the web and on mobile phones, there are few ways of sharing media with people physically near us. Studied were three designed and built systems: Push!Music, Columbus, and Portrait Catalog, as well as a fourth commercially available system – Foursquare. This thesis offers four contributions: First, it explores the design space of co-present media sharing of four test systems. Second, through user studies of these systems it reports on how these come to be used. Third, it explores new ways of conducting trials as the technical mobile landscape has changed. Last, we look at how the technical solutions demonstrate different lines of thinking from how similar solutions might look today. Through a Human-Computer Interaction methodology of design, build, and study, we look at systems through the eyes of embodied interaction and examine how the systems come to be in use. Using Goffman’s understanding of social order, we see how these mobile media sharing systems allow people to actively present themselves through these media. In turn, using McLuhan’s way of understanding media, we reflect on how these new systems enable a new type of medium distinct from the web centric media, and how this relates directly to mobility. While media sharing is something that takes place everywhere in western society, it is still tied to the way media is shared through computers. Although often mobile, they do not consider the mobile settings. The systems in this thesis treat mobility as an opportunity for design. It is still left to see how this mobile media sharing will come to present itself in people’s everyday life, and when it does, how we will come to understand it and how it will transform society as a medium distinct from those before. This thesis gives a glimpse at what this future will look like