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Research on Service Experience Design Framework Based on Semantics to Improve the Enterprise Service Capability

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HCI International 2021 - Late Breaking Papers: Design and User Experience (HCII 2021)

Part of the book series: Lecture Notes in Computer Science ((LNISA,volume 13094))

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Abstract

In order to improve the effectiveness of meaning transmission in service design, according to the characteristics of service design, the role of semantics in service design is discussed. Based on previous research on product semantics, a semantic-based service design framework is proposed which includes four stages: extracting service propositions, semantics and touch points mapping, transforming into service capabilities, and adjusting organizational structure. Based on this framework, the enterprise’s service propositions are transformed into the service capabilities that each touch point should achieve, and help enterprises adjust the organizational structure to make it more efficient and agile. Actual cases have verified the feasibility and effectiveness of the framework, which provides an effective research framework in the field of service design should summarize the contents of the paper in short terms.

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Author information

Authors and Affiliations

  1. Guangdong Industry Polytechnic, Guangzhou, China

    Kun Zhou & Yuanlong Gui

  2. Guangdong University of Technology, Guangzhou, China

    Xi Zhang

Authors
  1. Kun Zhou
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  2. Xi Zhang
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  3. Yuanlong Gui
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Corresponding author

Correspondence to Yuanlong Gui .

Editor information

Editors and Affiliations

  1. University of Creteand Foundation for Research and Technology – Hellas (FORTH), Heraklion, Crete, Greece

    Constantine Stephanidis

  2. Department of Design, Federal University of Pernambuco, Recife, Brazil

    Marcelo M. Soares

  3. World Usability Day and Brandeis University, Newton Center, MA, USA

    Elizabeth Rosenzweig

  4. Aaron Marcus and Associates, Berkeley, CA, USA

    Aaron Marcus

  5. Tokyo University of Science, Tokyo, Saitama, Japan

    Sakae Yamamoto

  6. Tokyo City University, Tokyo, Japan

    Hirohiko Mori

  7. Tsinghua University, Beijing, China

    Pei-Luen Patrick Rau

  8. Computer and Information Sciences, Towson University, Towson, MD, USA

    Gabriele Meiselwitz

  9. DePaul University, Chicago, IL, USA

    Xiaowen Fang

  10. San Jose State University, San Jose, CA, USA

    Abbas Moallem

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Zhou, K., Zhang, X., Gui, Y. (2021). Research on Service Experience Design Framework Based on Semantics to Improve the Enterprise Service Capability. In: Stephanidis, C., et al. HCI International 2021 - Late Breaking Papers: Design and User Experience. HCII 2021. Lecture Notes in Computer Science(), vol 13094. Springer, Cham. https://doi.org/10.1007/978-3-030-90238-4_13

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  • DOI: https://doi.org/10.1007/978-3-030-90238-4_13

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-90237-7

  • Online ISBN: 978-3-030-90238-4

  • eBook Packages: Computer ScienceComputer Science (R0)

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