Reframing the relationship between service design and operations: a service engineering approach

The significance of services as business and human activities has increased dramatically throughout the world in the last three decades. Becoming a more and more competitive and efficient service provider while still being able to provide unique value opportunities for customers requires new knowledge and ideas. Part of this knowledge is created and utilized in daily activities in every service organization, but not all of it, and therefore an emerging phenomenon in the service context is information awareness. Terms like big data and Internet of things are not only modern buzz-words but they are also describing urgent requirements for a new type of competences and solutions. When the amount of information increases and the systems processing information become more efficient and intelligent, it is the human understanding and objectives that may get separated from the automated processes and technological innovations. This is an important challenge and the core driver for this dissertation: What kind of information is created, possessed and utilized in the service context, and even more importantly, what information exists but is not acknowledged or used? In this dissertation the focus is on the relationship between service design and service operations. Reframing this relationship refers to viewing the service system from the architectural perspective. The selected perspective allows analysing the relationship between design activities and operational activities as an information system while maintaining the tight connection to existing service research contributions and approaches. This type of an innovative approach is supported by research methodology that relies on design science theory. The methodological process supports the construction of a new design artifact based on existing theoretical knowledge, creation of new innovations and testing the design artifact components in real service contexts. The relationship between design and operations is analysed in the health care and social care service systems. The existing contributions in service research tend to abstract services and service systems as value creation, working or interactive systems. This dissertation adds an important information processing system perspective to the research. The main contribution focuses on the following argument: Only part of the service information system is automated and computerized, whereas a significant part of information processing is embedded in human activities, communication and ad-hoc reactions. The results indicate that the relationship between service design and service operations is more complex and dynamic than the existing scientific and managerial models tend to view it. Both activities create, utilize, mix and share information, making service information management a necessary but relatively unknown managerial task. On the architectural level, service system -specific elements seem to disappear, but access to more general information elements and processes can be found. While this dissertation focuses on conceptual-level design artifact construction, the results provide also very practical implications for service providers. Personal, visual and hidden activities of service, and more importantly all changes that take place in any service system have also an information dimension. Making this information dimension visual and prioritizing the processed information based on service dimensions is likely to provide new opportunities to increase activities and provide a new type of service potential for customers.

The autotelic experience : a design approach to user experience

Si les principes d’utilisabilité guident la conception de solutions de design interactif pour s’assurer que celles-ci soient « utilisables », quels principes guident la conception d’objets interactifs pour s’assurer que l’expérience subjective de l’usager (UX) soit adéquate et mémorable? Que manque-t-il au cadre de l‘UX pour expliquer, comprendre, et anticiper en tant que designer une expérience mémorable (‘an experience’; Dewey, 1934)? La question centrale est issue d’une double problématique : (1) le cadre théorique de l’UX est incomplet, et (2) les processus et capacités des designers ne sont pas considérés et utilisés à leur pleine capacité en conception UX. Pour répondre à cette question, nous proposons de compléter les modèles de l’UX avec la notion d’expérience autotélique qui appartient principalement à deux cadres théoriques ayant bien cerné l’expérience subjective, soit l’expérience optimale (ou Flow) de Csikszentmihalyi (1988) et l’expérience esthétique selon Schaeffer (2001). L’autotélie est une dimension interne du Flow alors qu’elle couvre toute l’expérience esthétique. L’autotélie est une expérience d’éveil au moment même de l’interaction. Cette prise de conscience est accompagnée d’une imperceptible tension de vouloir faire durer ce moment pour faire durer le plaisir qu’il génère. Trois études exploratoires ont été faites, s’appuyant sur une analyse faite à partir d’un cadre théorique en trois parties : le Flow, les signes d’activité non verbale (les gestes physiques) et verbale (le discours) ont été évalués pour voir comment ceux-ci s’associent. Nos résultats tendent à prouver que les processus spatiaux jouent un rôle de premier plan dans l’expérience autotélique et par conséquent dans une UX optimale. De plus, ils suggèrent que les expériences pragmatique et autotélique sont ancrées dans un seul et même contenu, et que leur différence tient au type d’attention que le participant porte sur l’interaction, l’attention ordinaire ou de type autotélique. Ces résultats nous ont menés à proposer un modèle pour la conception UX. L’élément nouveau, resté jusqu’alors inaperçu, consiste à s’assurer que l’interface (au sens large) appelle une attitude réceptive à l’inattendu, pour qu’une information puisse déclencher les processus spatiaux, offrant une opportunité de passer de l’attention ordinaire à l’attention autotélique. Le nouveau modèle ouvre la porte à une meilleure valorisation des habiletés et processus du designer au sein de l’équipe multidisciplinaire en conception UX.

Design for design: support for creative practice in computer-supported collaborative work (CSCW) in design

This paper describes a novel methodology for observing and analysing collaborative design by using the concepts of cognitive dimensions related to concept-based misfit analysis. The study aims at gaining an insight into support for creative practice of graphical communication in collaborative design processes of designers while sketching within a shared white board and audio conferencing environment. Empirical data on design processes have been obtained from observation of groups of student designers solving an interior space-planning problem of a lounge-diner in a shared virtual environment. The results of the study provide recommendations for the design and development of interactive systems to support such collaborative design activities.

From activity to active learning: drawing and dialogue interaction in virtual learning environments for computer-supported collaborative work in design.

Virtual learning environments (VLEs) would appear to be particular effective in computer-supported collaborative work (CSCW) for active learning. Most research studies looking at computer-supported collaborative design have focused on either synchronous or asynchronous modes of communication, but near-synchronous working has received relatively little attention. Yet it could be argued that near-synchronous communication encourages creative, rhetorical and critical exchanges of ideas, building on each other’s contributions. Furthermore, although many researchers have carried out studies on collaborative design protocol, argumentation and constructive interaction, little is known about the interaction between drawing and dialogue in near-synchronous collaborative design. The paper reports the first stage of an investigation into the requirements for the design and development of interactive systems to support the learning of collaborative design activities. The aim of the study is to understand the collaborative design processes while sketching in a shared white board and audio conferencing media. Empirical data on design processes have been obtained from observation of seven sessions with groups of design students solving an interior space-planning problem of a lounge-diner in a virtual learning environment, Lyceum, an in-house software developed by the Open University to support its students in collaborative learning.

User-intimate requirements hierarchy resolution framework (UI-REF)

Abstract. This paper presents the User-Intimate Requirements Hierarchy Resolution Framework (UI-REF) based on earlier work (Badii 1997-2008) to optimise the requirements engineering process particularly to support userintimate interactive systems co-design. The stages of the UI- EF framework for requirements resolution-and-prioritisation are described. UI-REF has been established to ensure that the most-deeply-valued needs of the majority of stakeholders are elicited and ranked, and the root rationale for requirements evolution is trace-able and contextualised so as to help resolve stakeholder conflicts. UI-REF supports the dynamically evolving requirements of the users in the context of digital economy as under-pinned by online service provisioning. Requirements prioritisation in UI-REF is fully resolved while a promotion path for lower priority requirements is delineated so as to ensure that as the requirements evolve so will their resolution and prioritisation.

Potential role of vegetation feedback in the climate sensitivity of high-latitude regions: a case study at 6000 years B.P.

Previous climate model simulations have shown that the configuration of the Earth's orbit during the early to mid-Holocene (approximately 10–5 kyr) can account for the generally warmer-than-present conditions experienced by the high latitudes of the northern hemisphere. New simulations for 6 kyr with two atmospheric/mixed-layer ocean models (Community Climate Model, version 1, CCMl, and Global ENvironmental and Ecological Simulation of Interactive Systems, version 2, GENESIS 2) are presented here and compared with results from two previous simulations with GENESIS 1 that were obtained with and without the albedo feedback due to climate-induced poleward expansion of the boreal forest. The climate model results are summarized in the form of potential vegetation maps obtained with the global BIOME model, which facilitates visual comparisons both among models and with pollen and plant macrofossil data recording shifts of the forest-tundra boundary. A preliminary synthesis shows that the forest limit was shifted 100–200 km north in most sectors. Both CCMl and GENESIS 2 produced a shift of this magnitude. GENESIS 1 however produced too small a shift, except when the boreal forest albedo feedback was included. The feedback in this case was estimated to have amplified forest expansion by approximately 50%. The forest limit changes also show meridional patterns (greatest expansion in central Siberia and little or none in Alaska and Labrador) which have yet to be reproduced by models. Further progress in understanding of the processes involved in the response of climate and vegetation to orbital forcing will require both the deployment of coupled atmosphere-biosphere-ocean models and the development of more comprehensive observational data sets

Motivating sustainable goal choices and providing effective feedback

Overconsumption of natural resources and the associated environmental hazards are one of today’s most pressing global issues. In the western world, individual consumption in homes and workplaces is a key contributor to this problem. Reflecting the importance of individual action in this domain, this thesis focuses on studying and influencing choices related to sustainability and energy consumption made by people in their daily lives. There are three main components to this work. Firstly, this thesis asserts that people frequently make ineffective consumption reduction goal choices and attempts to understand the rationale for these poor choices by fitting them to goalsetting theory, an established theoretical model of behavior change. Secondly, it presents two approaches that attempt to influence goal choice towards more effective targets, one of which deals with mechanisms for goal priming and the other of which explores the idea that carefully designed toys can exert influence on children’s long term consumption behavior patterns. The final section of this thesis deals with the design of feedback to support the performance of environmentally sound activities. Key contributions surrounding goals include the finding that people choose easy sustainable goals despite immediate feedback as to their ineffectiveness and the discussion and study of goal priming mechanisms that can influence this choice process. Contributions within the design of value instilling toys include a theoretically grounded framework for the design of such toys and a completed and tested prototype toy. Finally, contributions in designing effective and engaging energy consumption feedback include the finding that negative feedback is best presented verbally compared with visually and this is exemplified and presented within a working feedback system. The discussions, concepts, prototypes and empirical findings presented in this work will be useful for both environmental psychologists and for HCI researchers studying eco-feedback.

Uma linguagem de modelagem da interação para auxiliar a comunicação designer-usuário

The development of interactive systems involves several professionals and the integration between them normally uses common artifacts, such as models, that drive the development process. In the model-driven development approach, the interaction model is an artifact that includes the most of the aspects related to what and how the user can do while he/she interacting with the system. Furthermore, the interactive model may be used to identify usability problems at design time. Therefore, the central problematic addressed by this thesis is twofold. In the first place, the interaction modeling, in a perspective that helps the designer to explicit to developer, who will implement the interface, the aspcts related to the interaction process. In the second place, the anticipated identification of usability problems, that aims to reduce the application final costs. To achieve these goals, this work presents (i) the ALaDIM language, that aims to help the designer on the conception, representation and validation of his interactive message models; (ii) the ALaDIM editor, which was built using the EMF (Eclipse Modeling Framework) and its standardized technologies by OMG (Object Management Group); and (iii) the ALaDIM inspection method, which allows the anticipated identification of usability problems using ALaDIM models. ALaDIM language and editor were respectively specified and implemented using the OMG standards and they can be used in MDA (Model Driven Architecture) activities. Beyond that, we evaluated both ALaDIM language and editor using a CDN (Cognitive Dimensions of Notations) analysis. Finally, this work reports an experiment that validated the ALaDIM inspection method

A arquitetura patrimonial através dos jogos digitais

O presente artigo pretende ressaltar o potencial dos jogos digitais como instrumento de assimilação do conhecimento em arquitetura patrimonial, através da pesquisa Patrimônio arquitetônico, design e educação: desenvolvimento de Sistemas Interativos Lúdicos (jogos educativos em meio digital). Nesta pesquisa foram desenvolvidos jogos digitais a partir do levantamento das características arquitetônicas dos edifícios de relevância histórica e cultural da cidade de São Carlos. Através da interação e exploração da interface digital pelo usuário, a apropriação do conhecimento ocorre de uma forma lúdica e criativa. Por meio da manipulação desses jogos, os alunos, cidadãos e visitantes podem aproximar-se da educação patrimonial adquirindo consciência histórica e aprendendo a valorizar as origens da cidade e a arquitetura do município. Ressalta-se a importância das metodologias que permitem viabilizar o desenvolvimento dos jogos eletrônicos (desenho e linguagem de programação) e que se apresentam como importantes ferramentas de representação da arquitetura. Por fim, destaca-se a importância da educação patrimonial para a formação do cidadão e preservação do patrimônio cultural.

Improving Speech Interaction in Vehicles Using Context-Aware Information through A SCXML Framework

Speech Technologies can provide important benefits for the development of more usable and safe in-vehicle human-machine interactive systems (HMIs). However mainly due robustness issues, the use of spoken interaction can entail important distractions to the driver. In this challenging scenario, while speech technologies are evolving, further research is necessary to explore how they can be complemented with both other modalities (multimodality) and information from the increasing number of available sensors (context-awareness). The perceived quality of speech technologies can significantly be increased by implementing such policies, which simply try to make the best use of all the available resources; and the in vehicle scenario is an excellent test-bed for this kind of initiatives. In this contribution we propose an event-based HMI design framework which combines context modelling and multimodal interaction using a W3C XML language known as SCXML. SCXML provides a general process control mechanism that is being considered by W3C to improve both voice interaction (VoiceXML) and multimodal interaction (MMI). In our approach we try to anticipate and extend these initiatives presenting a flexible SCXML-based approach for the design of a wide range of multimodal context-aware HMI in-vehicle interfaces. The proposed framework for HMI design and specification has been implemented in an automotive OSGi service platform, and it is being used and tested in the Spanish research project MARTA for the development of several in-vehicle interactive applications.

Integración de Fuentes con Información de Contexto y Sistemas Interactivos

Durante el transcurso de esta Tesis Doctoral se ha realizado un estudio de la problemática asociada al desarrollo de sistemas de interacción hombre-máquina sensibles al contexto. Este problema se enmarca dentro de dos áreas de investigación: los sistemas interactivos y las fuentes de información contextual. Tradicionalmente la integración entre ambos campos se desarrollaba a través de soluciones verticales específicas, que abstraen a los sistemas interactivos de conocer los procedimientos de bajo nivel de acceso a la información contextual, pero limitan su interoperabilidad con otras aplicaciones y fuentes de información. Para solventar esta limitación se hace imprescindible potenciar soluciones interoperables que permitan acceder a la información del mundo real a través de procedimientos homogéneos. Esta problemática coincide perfectamente con los escenarios de \Computación Ubicua" e \Internet de las Cosas", donde se apunta a un futuro en el que los objetos que nos rodean serán capaces de obtener información del entorno y comunicarla a otros objetos y personas. Los sistemas interactivos, al ser capaces de obtener información de su entorno a través de la interacción con el usuario, pueden tomar un papel especial en este escenario tanto como consumidores como productores de información. En esta Tesis se ha abordado la integración de ambos campos teniendo en cuenta este escenario tecnológico. Para ello, en primer lugar se ha realizado un an álisis de las iniciativas más importantes para la definición y diseño de sistemas interactivos, y de las principales infraestructuras de suministro de información. Mediante este estudio se ha propuesto utilizar el lenguaje SCXML del W3C para el diseño de los sistemas interactivos y el procesamiento de los datos proporcionados por fuentes de contexto. Así, se ha reflejado cómo las capacidades del lenguaje SCXML para combinar información de diferentes modalidades pueden también utilizarse para procesar e integrar información contextual de diferentes fuentes heterogéneas, y por consiguiente diseñar sistemas de interacción sensibles al contexto. Del mismo modo se presenta a la iniciativa Sensor Web, y a su extensión semántica Semantic Sensor Web, como una iniciativa idónea para permitir un acceso y suministro homogéneo de la información a los sistemas interactivos sensibles al contexto. Posteriormente se han analizado los retos que plantea la integración de ambos tipos de iniciativas. Como resultado se ha conseguido establecer una serie de funcionalidades que son necesarias implementar para llevar a cabo esta integración. Utilizando tecnologías que aportan una gran flexibilidad al proceso de implementación y que se apoyan en recomendaciones y estándares actuales, se implementaron una serie de desarrollos experimentales que integraban las funcionalidades identificadas anteriormente. Finalmente, con el fin de validar nuestra propuesta, se realizaron un conjunto de experimentos sobre un entorno de experimentación que simula el escenario de la conducción. En este escenario un sistema interactivo se comunica con una extensión semántica de una plataforma basada en los estándares de la Sensor Web para poder obtener información y publicar las observaciones que el usuario realizaba al sistema. Los resultados obtenidos han demostrado la viabilidad de utilizar el lenguaje SCXML para el diseño de sistemas interactivos sensibles al contexto que requieren acceder a plataformas avanzadas de información para consumir y publicar información a la vez que interaccionan con el usuario. Del mismo modo, se ha demostrado cómo la utilización de tecnologías semánticas en los procesos de consulta y publicación de información puede facilitar la reutilización de la información publicada en infraestructuras Sensor Web por cualquier tipo de aplicación, y de este modo contribuir al futuro escenario de Internet de las Cosas. ABSTRACT In this Thesis, we have addressed the difficulties related to the development of context-aware human-machine interaction systems. This issue is part of two research fields: interactive systems and contextual information sources. Traditionally both fields have been integrated through domain-specific vertical solutions that allow interactive systems to access contextual information without having to deal with low-level procedures, but restricting their interoperability with other applications and heterogeneous data sources. Thus, it is essential to boost the research on interoperable solutions that provide access to real world information through homogeneous procedures. This issue perfectly matches with the scenarios of \Ubiquitous Computing" and \Internet of Things", which point toward a future in which many objects around us will be able to acquire meaningful information about the environment and communicate it to other objects and to people. Since interactive systems are able to get information from their environment through interaction with the user, they can play an important role in this scenario as they can both consume real-world data and produce enriched information. This Thesis deals with the integration of both fields considering this technological scenario. In order to do this, we first carried out an analysis of the most important initiatives for the definition and design of interactive systems, and the main infrastructures for providing information. Through this study the use of the W3C SCXML language is proposed for both the design of interactive systems and the processing of data provided by different context sources. Thus, this work has shown how the SCXML capabilities for combining information from different modalities can also be used to process and integrate contextual information from different heterogeneous sensor sources, and therefore to develope context-aware interaction systems. Similarly, we present the Sensor Web initiative, and its semantic extension Semantic Sensor Web, as an appropriate initiative to allow uniform access and delivery of information to the context-aware interactive systems. Subsequently we have analyzed the challenges of integrating both types of initiatives: SCXML and (Semantic) Sensor Web. As a result, we state a number of functionalities that are necessary to implement in order to perform this integration. By using technologies that provide exibility to the implementation process and are based on current recommendations and standards, we implemented a series of experimental developments that integrate the identified functionalities. Finally, in order to validate our approach, we conducted different experiments with a testing environment simulating a driving scenario. In this framework an interactive system can access a semantic extension of a Telco plataform, based on the standards of the Sensor Web, to acquire contextual information and publish observations that the user performed to the system. The results showed the feasibility of using the SCXML language for designing context-aware interactive systems that require access to advanced sensor platforms for consuming and publishing information while interacting with the user. In the same way, it was shown how the use of semantic technologies in the processes of querying and publication sensor data can assist in reusing and sharing the information published by any application in Sensor Web infrastructures, and thus contribute to realize the future scenario of \Internet of Things".

Public policies and multilingualism in HCI

Language is an essential aspect of human communication and interaction, not only between humans but also between humans and interactive systems. Indeed, the use of the language is a keystone for the design of interactive systems.Inappropriate use of language might limit the access of users to information and induce users to make mistakes or to lose control of interactive systems. Despite the existence of public policies, the diversity of languages poses serious problems when considering full-fledged/seamless support for all existing languages. And yet standardization processes have successfully defined mechanisms for ensuring cross-platform compatibility between languages, at least at the level of format and the set of characters that can be used.

The roles of language processing in a spoken language interface.

This paper provides an overview of the colloquium's discussion session on natural language understanding, which followed presentations by M. Bates [Bates, M. (1995) Proc. Natl. Acad. Sci. USA 92, 9977-9982] and R. C. Moore [Moore, R. C. (1995) Proc. Natl. Acad. Sci. USA 92, 9983-9988]. The paper reviews the dual role of language processing in providing understanding of the spoken input and an additional source of constraint in the recognition process. To date, language processing has successfully provided understanding but has provided only limited (and computationally expensive) constraint. As a result, most current systems use a loosely coupled, unidirectional interface, such as N-best or a word network, with natural language constraints as a postprocess, to filter or resort the recognizer output. However, the level of discourse context provides significant constraint on what people can talk about and how things can be referred to; when the system becomes an active participant, it can influence this order. But sources of discourse constraint have not been extensively explored, in part because these effects can only be seen by studying systems in the context of their use in interactive problem solving. This paper argues that we need to study interactive systems to understand what kinds of applications are appropriate for the current state of technology and how the technology can move from the laboratory toward real applications.

Desenvolvimento de um aplicativo do Kinect para fins de intervenção com pacientes com hanseníase

Os sistemas interativos estão cada vez mais presentes como recursos tecnológicos utilizados pelo homem, sendo que para que a interação ocorra é necessária uma adaptação destes aparatos às reais necessidades do homem. Para garantir a qualidade de interação é preciso focar no princípio da usabilidade do sistema, desenvolvido por Jakob Nielsen, (1994) aprimorando com isso aspectos de acessibilidade, flexibilidade e eficiência no uso, para que o recurso tecnológico torne-se um objeto de modificação nesta relação. Objetivo: desenvolver um painel interativo utilizando a tecnologia Kinect e com isso fornecer informações sobre autocuidado e prevenção de incapacidades da hanseníase para pacientes e profissionais da saúde. Metodologia: Está baseada no modelo consensual que propõe uma solução para o problema de projeto e apresenta-se dividida em quatro fases: (1) projeto informacional; (2) projeto conceitual; (3) projeto preliminar e (4) projeto detalhado. Resultados: foi produzido um protótipo contendo imagens, texto e vídeos com informações sobre a Hanseníase. Este é composto por material coletado nos manuais produzidos pelo Ministério da Saúde para orientação de cuidados na Hanseníase e um vídeo inserido para demonstrar como seria o acesso a este recurso, acessados por meio dos movimentos dos membros superiores no qual a pessoa posiciona-se, em frente ao painel, a uma distância de 80 cm, e seleciona o que deseja ver com uma das mãos, que se torna a \"mão virtual\" movida na tela e seleciona o material instrucional. Os requisitos funcionais e não funcionais foram organizados contendo a caracterização das imagens de forma legível e nítida e opções de textos buscando a compreensão e o acesso da população. Foram desenvolvidos 16 vídeos que ensinam como realizar os exercícios para prevenir incapacidades e possíveis deformidades, estimulando assim o autocuidado. Conclusão: O desenvolvimento de material educacional sobre a Hanseníase que utilize as novas tecnologias é escasso e pouco explorado pelos profissionais da reabilitação na hanseníase. Investir em ações que visem tornar a pessoa mais informada sobre sua doença e segura sobre seu tratamento, pode contribuir para a autonomia em parte dos cuidados e as novas tecnologias podem funcionar como importante aliado neste processo.

Formal analysis of human-computer interaction using model checking

Experiments with simulators allow psychologists to better understand the causes of human errors and build models of cognitive processes to be used in human reliability assessment (HRA). This paper investigates an approach to task failure analysis based on patterns of behaviour, by contrast to more traditional event-based approaches. It considers, as a case study, a formal model of an air traffic control (ATC) system which incorporates controller behaviour. The cognitive model is formalised in the CSP process algebra. Patterns of behaviour are expressed as temporal logic properties. Then a model-checking technique is used to verify whether the decomposition of the operator's behaviour into patterns is sound and complete with respect to the cognitive model. The decomposition is shown to be incomplete and a new behavioural pattern is identified, which appears to have been overlooked in the analysis of the data provided by the experiments with the simulator. This illustrates how formal analysis of operator models can yield fresh insights into how failures may arise in interactive systems.