The MINDS Method: Integrating Management and Interaction Design Perspectives for Service Design

As technology innovation rapidly changes service experiences, service designers need to leverage technology and orchestrate complex service systems to create innovative services while enabling seamless customer experiences. Service design builds upon contributions from multiple fields, including man...

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Bibliographic Details
Published in:Journal of service research : JSR 2017-08, Vol.20 (3), p.240-258
Main Authors: Grenha Teixeira, Jorge, Patrício, Lia, Huang, Ko-Hsun, Fisk, Raymond P., Nóbrega, Leonel, Constantine, Larry
Format: Article
Language:English
Subjects:
Customer satisfaction
Design
Innovations
Interdisciplinary aspects
Service industries
Studies
Technological change
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Summary:As technology innovation rapidly changes service experiences, service designers need to leverage technology and orchestrate complex service systems to create innovative services while enabling seamless customer experiences. Service design builds upon contributions from multiple fields, including management, information technology, and interaction design. Still, more integration to leverage the role of technology for service innovation is needed. This article integrates these two service design perspectives, management and interaction design, into an interdisciplinary method—the Management and INteraction Design for Service (MINDS). Using a design science research approach, MINDS synthesizes management perspective models, which focus on creating new value propositions and orchestrating multiple service interfaces, with interaction design perspective models, which focus on technology usage and its surrounding context. This article presents applications of the MINDS method in two different service industries (media and health care) to demonstrate how MINDS enables creating innovative technology-enabled services and advances interdisciplinary service research.
ISSN:1094-6705
1552-7379
DOI:10.1177/1094670516680033