Papers by shelley evenson
As a relatively new discipline, service design has a lot to learn from various fields that have w... more As a relatively new discipline, service design has a lot to learn from various fields that have well-established histories. This paper will briefly explore the field of classical music and draw aspects from it that are useful in thinking about service design. Themes will also be drawn from music in an attempt to provide applicable approaches to service design. The topics that will be paralleled are the following: how services can be thought of as performances, how the roles inherent to music find similarities to roles defined in service design, and how music notation systems are essential in connecting different music roles together and why service design should adopt a notation system of its own.
Bringing design to software, 1996
Proceedings of the conference on Designing interactive systems processes, practices, methods, and techniques - DIS '00, 2000
Service Science: Research and Innovations in the Service Economy, 2008
Proceedings of the Human Factors and Ergonomics Society Annual Meeting, 1986
This paper addresses an approach now being used to develop solutions to complex architectural, pr... more This paper addresses an approach now being used to develop solutions to complex architectural, product, graphic and information design problems. Central to the approach is the integration of projected objectives and strategic design principles. One finding is that teams can achieve this integration most directly and powerfully by generating design languages. The paper further addresses the conceptual framework from which we developed the idea of design languages and an expanding set of problem-solving tools which we uncovered in the process of evolving the work.
Introduction to Service Engineering
We are surrounded by things that have been designed-from the utensils we eat with, to the vehicle... more We are surrounded by things that have been designed-from the utensils we eat with, to the vehicles that transport us, to the machines we interact with. We use and experience designed artifacts everyday. Yet most people think of designers as only having applied the surface treatment to a thing conceived by someone else. Eli Blevis created an illustration to emphasize the gulf between the general public's notion of design and designer's views of design (Blevis et al., 2006) (see Figure 19.1). Ultimately, everything that has not come from nature has been designed-it just may not have been consciously designed. As early as 1938, Moholy-Nagy described design as more than just facade making. He suggested that design was "a complex and intricate task ... and the integration of technological, social and economic requirements, biological necessities, and the psychophysical effects of materials, shape, color, volume, and space'' (Moholy-Nagy, 1938). Most design definitions also include planning as a critical element. Janet Murray, author of Hamlet on the Holodeck, describes the designer's role as making ''something new that fits in with what already exists or changes it in a positive way.'' This description of design is consistent with Herbert Simon's seminal work in which he says, ''Everyone designs who devises courses of action aimed at changing existing situations into preferred ones'' (Simon, 1996). Marty Neumeier simplifies further by suggesting that ''design is change'' (Neumeier, 2009). Of course, change (or the process of change) can be changed. That is, change can be designed; thus, design can be designed.
Interactions, 2008
ABSTRACT For this issue it's my pleasure to introduce John Hopson, who is one of the risi... more ABSTRACT For this issue it's my pleasure to introduce John Hopson, who is one of the rising stars in the user research department at Microsoft Game Studios. John's column is a thoughtful and personal reflection on the purpose and our practice of applied research. ...
Interactions, 2008
Researching Prototyping
Proceedings from the 10th Quality in Services conference, QUIS, 2007
In service development, finding new ways to prototype the service experience could potentially co... more In service development, finding new ways to prototype the service experience could potentially contribute to higher quality services, more well-directed service engineering processes, and more. Tools and methods to express important characteristics of a service experience come in many forms, such as personas, blueprints, design objectives, scenarios, and role-playing. In this paper, we propose a conceptual model that informs choices among these options. We draw on experience from the field of interaction design, ...
Academy of Management Learning & Education, 2009
The focus on entrepreneurship in business schools has never been stronger; however, preparing stu... more The focus on entrepreneurship in business schools has never been stronger; however, preparing students for a career in developing new business innovations and ventures is challenging, and no shared set of "best practices" exist. Our purpose here is to describe efforts at developing a curriculum for entrepreneurship and to consider the role of academia in business commercialization. Central to our efforts is the development of an innovative capstone course in the MBA program at Carnegie Mellon University, offered jointly by faculty in the Tepper School of Business and the School of Design. The interdisciplinary course blends three perspectives needed for the effective commercialization of innovation: entrepreneurial thought, action, and leadership; design thinking; and team building.
… Summit: Education for the 21st century, …, 2006
liu.se. LiU Electronic Press. ...
... draw upon other modes of communication as structural models.” [5] The same can be said of hyp... more ... draw upon other modes of communication as structural models.” [5] The same can be said of hypermedia systems design. ... Towards an action-based sign-set We are proposing that a newgraphic sign-set for the ... 1. Beginning--the setting of a gestalt expectation about what follows ...
... Britti accessing the system Chris exploring visual archives l For this example, we will focus... more ... Britti accessing the system Chris exploring visual archives l For this example, we will focus on one form of embodiment andon one example of that form. Specifically, we will track the development of one online screen prototype from its origins as a series of thumbnail sketches. ...
ACM Sigdoc Asterisk Journal of Computer Documentation, 1991
Ubiquity, 2004
A compilation of issues, process and practice in design for connected interactive experiences.
Over the last twenty years, the rapid adoption of the graphical user interface followed by the em... more Over the last twenty years, the rapid adoption of the graphical user interface followed by the emergence of the World Wide Web has created an increasing demand for interaction designers and interaction design research.
For years the HCI community has struggled to integrate design in research and practice. While des... more For years the HCI community has struggled to integrate design in research and practice. While design has gained a strong foothold in practice, it has had much less impact on the HCI research community. In this paper we propose a new model for interaction design research within HCI. Following a research through design approach, designers produce novel integrations of HCI research in an attempt to make the right thing: a product that transforms the world from its current state to a preferred state. This model allows interaction designers to make research contributions based on their strength in addressing under-constrained problems. To formalize this model, we provide a set of four lenses for evaluating the research contribution and a set of three examples to illustrate the benefits of this type of research.
The field of HCI emerged out of an interaction between computer science and behavioral science; t... more The field of HCI emerged out of an interaction between computer science and behavioral science; two disciplines with a rationale and scientific approach to research and development. More recently there has been a growing interest in the role designers and the design process can play in HCI. The creation of the Designing Interactive Systems conference (ACM DIS) in 1995; the CHI@ 20 paper where Don Norman suggests that design is “skill one” and Stu Card calls for a robust HCI component within Industrial ...
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Papers by shelley evenson