Service Design in HCI Research: The Extended Value Co-creation Model
Paper i proceeding, 2019

In this paper, we discuss what it means to practice service design in an academic research setting. For a long time, the primary focal point of design research has been the users—of their experiences, needs, desires, and values. By contrast, designers have been relatively anonymous and unlocatable. In shift to the service-centric design paradigm, we argue that it is important to recognize design researchers as distinct stakeholders, who actively interact with systems and services with a goal to fulfill their own values and achieve desired outcomes. In practice, typically the role of designer is that of a design consultant working for (or rather on behalf of) the client. By contrast, in academic research settings, the role of designer is that of a design researcher working with their own research agenda.

We provide a case study of a service design research project aimed at developing new digital services for public libraries. We encountered a series of issues with a complex set of values at play, in which design researchers emerged as distinct stakeholders with specific sets of research questions, goals, and visions. The main contribution of this paper is a model that (a) clarifies the position of design researchers within the sociocultural context in which they practice design, and (b) visualize how their positions impact the value co-creation, and in turn, the design outcome.

Service design

Interaction design

HCI research



Daisy Yoo

Aarhus Universitet

Anya Ernest

Chalmers, Data- och informationsteknik, Interaktionsdesign

Sofia Serholt

Chalmers, Data- och informationsteknik, Interaktionsdesign

Peter Dalsgaard

Aarhus Universitet

Eva Eriksson

Chalmers, Data- och informationsteknik, Interaktionsdesign

ACM International Conference Proceeding Series

978-1-4503-7203-9 (ISBN)

HTTF 2019 Halfway to the Future Symposium 2019
Nottingham, United Kingdom,

PLACED - Place- and Activity-Centric Dynamic Library Services

VINNOVA (2017-01553), 2017-03-01 -- 2019-12-31.


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