Abstract

This paper makes the proposition that interaction and service design can be seen as offering perspectives in a space of action where acting agents grasp a finite perspective depending on objects of concern and equipment, and then reorganize the space. The meaning of this proposition is outlined in the paper, and it also presents a case study of client meetings at banks, which illustrates the proposition. That case show how equipment was used in the background while the clerk attended the client. The clerk made things available for the client in their shared region, directing the client’s perspective on the space of action. It was observed that equipment at times presented too rigid a perspective, not allowing the clerk to restructure it. Still, the clerk could make things available for himself or herself and for others, creating a multi-stable character of the region. Seeing interaction and service design in this way highlight the service moments as they appear to the individual agents who co-create the service throughout an encounter. The region set up by designers region offers a frame of possible perspectives and an orientation in the service moment.

Keywords:

Space of Action; Interaction Design; Service Design; Phenomenology

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Jun 16th, 12:00 AM

Interaction and Service Design as Offering Perspectives in a Space of Action

This paper makes the proposition that interaction and service design can be seen as offering perspectives in a space of action where acting agents grasp a finite perspective depending on objects of concern and equipment, and then reorganize the space. The meaning of this proposition is outlined in the paper, and it also presents a case study of client meetings at banks, which illustrates the proposition. That case show how equipment was used in the background while the clerk attended the client. The clerk made things available for the client in their shared region, directing the client’s perspective on the space of action. It was observed that equipment at times presented too rigid a perspective, not allowing the clerk to restructure it. Still, the clerk could make things available for himself or herself and for others, creating a multi-stable character of the region. Seeing interaction and service design in this way highlight the service moments as they appear to the individual agents who co-create the service throughout an encounter. The region set up by designers region offers a frame of possible perspectives and an orientation in the service moment.

 

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