In this talk, I argue that current HCI approaches, inspired by UX and UCD, are insufficient to appropriately take on these new challenges. I propose, instead, that our community considers a service design framing to complement what is already being done in HCI. I introduce the benefits and limitations of service design, and provide a few examples of how of service design framings have benefitted HCI projects and products in the research and commercial domain. I show that a service framing offers a systemic approach, yields outcomes in the form of product service systems, and addresses economics as a core element of the design.
Bio: Jodi Forlizzi is a Professor of Design and Human-Computer Interaction at Carnegie Mellon University, in Pittsburgh, PA. Jodi’s interaction design research and practice centers on notification systems ranging from peripheral displays to embodied robots, with a special focus on the social behavior evoked by these systems. She has received many awards for her design of technology products and services to improve human life, including an Association for Computing Machinery Lifetime Academy Award, the A. Nico Habermann Chair in Computer Science at Carnegie Mellon University, and the Walter Reed Army Medical Center Award for Excellence in Rehabilitation Robotics Research. Jodi has consulted with Disney Research, BodyMedia, General Motors, and Nurseweek to create innovative technology products and services.