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ETD Abstract Container

Abstract Header

The Role of Interaction in Service Design

Yin, Zhaoyi
http://rave.ohiolink.edu/etdc/view?acc_num=ucin1331300556

Abstract Details

2012, MDES, University of Cincinnati, Design, Architecture, Art and Planning: Design.
Service Design is multi-­-disciplinary. To deal with the complexity of a system, Service Design has to integrate and link various fields of expertise, not only from the fields of design, but also from such fields as marketing, managements and engineering. Service Design, as an on going process, happens in the pre-­-service, service and post-­-service phases, in which stakeholders are involved. The core of Service Design is interaction between the service system and the users. Interaction takes the form of “service interface.” Users go through a sequence of actions to complete their journeys for service. The success of a service lies in the experience that customers get from the journey to meet their expectation of service. Designing interactive Multiple Touch Points between users and the service system becomes especially important and is the topic of this thesis. This thesis focuses on the interaction between a service system and users, the purpose is to explore the role of Interaction in Service Design, and formulate principles and methods for designing such interaction.
Gerald Michaud, MA (Committee Chair)
Craig Vogel, MD (Committee Member)
57 p.
Design
Service Design; Interaction; touch point; customer journey; users; system;

Recommended Citations

Citations

  • Yin, Z. (2012). The Role of Interaction in Service Design [Master's thesis, University of Cincinnati]. OhioLINK Electronic Theses and Dissertations Center. http://rave.ohiolink.edu/etdc/view?acc_num=ucin1331300556

    APA Style (7th edition)

  • Yin, Zhaoyi. The Role of Interaction in Service Design. 2012. University of Cincinnati, Master's thesis. OhioLINK Electronic Theses and Dissertations Center, http://rave.ohiolink.edu/etdc/view?acc_num=ucin1331300556.

    MLA Style (8th edition)

  • Yin, Zhaoyi. "The Role of Interaction in Service Design." Master's thesis, University of Cincinnati, 2012. http://rave.ohiolink.edu/etdc/view?acc_num=ucin1331300556

    Chicago Manual of Style (17th edition)

ucin1331300556
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© 2012, all rights reserved.
This open access ETD is published by University of Cincinnati and OhioLINK.