Keynote 2　Advanced Topic on Ergonomics - Service Design

Abstract

In design processes, the term user-centered is often used to reflect that the design of the product, system or service takes account of human characteristics, both to minimize risks and to optimize wellbeing and performance. The term humancentered can be used to reflect that organizations not only have an impact on their customers (the users of their products and services) but also on their employees, their families and the wider community. These expansions of targets are the trend of advanced ergonomics. One is expansion into the service, the other is expansion into the society. In service research fields, a singular form "service" is used differently from a plural form "services." Service is the total solution, and goods (products) and services are elements for service. The new design target in Ergonomics is "service." We should design both products and services to deliver value. That is service design. At that time, ergonomics should clarify the value co-creation through service. It is important to measure and visualize value co-creation through the interaction between stakeholders. IoT can help those measurement in use situations and/or at in service encounters. These co-creation values should be categorized into fundamental, knowledge and emotion, and service design should be considered the balance of co-creation values among stakeholders. Moreover, service should be managed with monitoring these co-creation values among stakeholders. A new ISO 27500 series of "Human-centered Organization" can be a guide for the trend of advanced ergonomics.