Service Interaction Flow Analysis Technique for Service Personalization

Abstract Service interaction flows are difficult to capture, analyze, outline, and represent for research and design purposes. We examine how variation of personalized service flows in technology-mediated service interaction can be modeled and analyzed to provide information on how service personalization could support interaction. We have analyzed service interaction cases in a context of technology-mediated car rental service. With the analysis technique we propose, inspired by Interaction Analysis method, we were able to capture and model the situational service interaction. Our contribution regarding technology-mediated service interaction design is twofold: First, with the increased understanding on the role of personalization in managing variation in technology-mediated service interaction, our study contributes to designing service management information systems and human-computer interfaces that support personalized service interaction flows. Second, we provide a new analysis technique for situated interaction analysis, particularly when the aim is to understand personalization in service interaction flows

Cybercities: Mediated Public Open Spaces - A Matter of Interaction and Interfaces.

In the near past, sources of information about public open spaces were: people, the place itself and historical archives. Accordingly, the information could be obtained by interviewing the visitors, by reading some poorly equipped signs on monuments or by research in libraries. Today, a new source appeared: The place itself covers its own information by the mean of the growing of the ICT (Information Communication Technologies). In addition, the information can be personalised in a way each people can access it individually. Ten years ago, a left-over newspaper on a park bench was a compact piece of information. Today, the newspaper resides on a smartphone in our pockets. In the future, the park bench will still be there, but dramatically changed to an IoT (Internet of things) object, bringing information to the people. Therefore, there is the need to re-think the park bench as an interface. A simple, fundamental point is: the quality of the interface rules the quality of the information. With a special focus on the latter, this chapter discusses how the classical model of the city is enhanced with the senseable city concept and how digital information influences, adopts, transforms and re-configures different objects in urban areas