From transactions to relationships: Making sense of user-centered perspectives in large technology-intensive companies
2015 (English)In: 4th IFIP 13.6 Working Conference on Human Work Interaction Design, HWID 2015, Springer-Verlag New York, 2015, 114-124 p.Conference paper (Refereed)Text
In this paper we analyze interviews from four technology-intensive companies, focused on service and service development. All companies have during the last two decades introduced interaction design units, and the corporations were selected due to their interest in also expanding the service share of their business. This service shift has been a top-down initiative. However in only two companies, the initiatives have led to the establishment of enterprise wide service development processes, and in the other two companies, the service development is more ad hoc. It is argued that even if interaction design has close theoretical relation to service design such combination has so far been limited. We discuss the shift from product to service view of the offerings within these companies, and relate this to user-centered perspectives. We argue there is a window of opportunity within technology-intensive and engineering focused industries to include user-centered design when formalizing service development.
Place, publisher, year, edition, pages
Springer-Verlag New York, 2015. 114-124 p.
Service design, Service development, Technology intensive companies, Usability, User-centered design, Design, Interaction design, Topdown, User-centered, User centered design
Business Administration Design Information Systems, Social aspects
IdentifiersURN: urn:nbn:se:kth:diva-181543DOI: 10.1007/978-3-319-27048-7_8ISI: 000369178300008ScopusID: 2-s2.0-84951986589ISBN: 9783319270470OAI: oai:DiVA.org:kth-181543DiVA: diva2:900219
25 June 2015 through 26 June 2015
QC 20160203. QC 201602222016-02-032016-02-022016-03-03Bibliographically approved