What We Can Learn from Service Design in Order to Design Services

摘要

Service Design emerged as distinct discipline in the late '80s to specifically address the peculiar challenges of a post-industrial society in moving toward a more pervasive offer of services with respect to products. The central tenet of this discipline is that services are radically different from products and a different mindset is necessary for designing them. Its aim was to develop theoretical basis as well as practical methods to design the intermix of processes, artifacts exchanges and user experience which are going on in delivering services. We believe that several of the concepts investigated in the past 20 years of research in Service Design might be fruitfully applied to design the user experience with Service-Oriented Applications for Future Internet. In this paper, we briefly introduce Service Design and we link the key concepts to the challenges posed by Service-Oriented Computing. We will then exemplify some concepts within a simple scenario.