Service Designers’ Information Seeking: Consulting Peers versus Documenting Designs
Research output: Chapter in Book/Report/Conference proceeding › Article in proceedings › Research › peer-review
Documents
- DesignersInfoBehavior_HCII2019_AuthorVersion
Accepted author manuscript, 643 KB, PDF document
Service design is an information intensive activity. This study aims to inves-tigate service designers’ information behavior and understand the roles peo-ple and documents play as information sources for service designers. Ten de-signers were interviewed about their information seeking behavior in one service design project from its start to its completion. The interviewees were asked to describe and reflect upon their choice of information sources and their use of project documentation. Each interview lasted about 1.5 hours. The interviews were transcribed in full and the transcripts were coded with respect to design activities, information sources used, and reflections on in-formation behavior. People served five different roles as information sources and documents served four. Documents became increasingly important sources of information as projects progressed because still more information was recorded in writing. Consistent with previous research, people play an important role because of their easy accessibility and the good quality of the information they provide. In contrast, the forward-looking role of document creation restricts the backward-looking roles of the resulting documentation. We speculate that the consultancies suffer from poor integration across doc-uments.
Original language | English |
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Title of host publication | Proceedings of HCI International 2019 |
Volume | CCIS 1032 |
Place of Publication | Cham |
Publisher | Springer |
Publication date | 2019 |
Pages | 41-48 |
DOIs | |
Publication status | Published - 2019 |
Series | Communications in Computer and Information Science |
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Volume | 1032 |
ISSN | 1865-0929 |
- Faculty of Humanities - Information seeking behavior, Information system design, Information sources
Research areas
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