Pausing or not? Examining the Service Walkthrough Technique

Miyoshi, Kensho; Konomura, Ryo; Hori, Koichi

doi:10.14236/ewic/hci2014.26

Cited by 8 publications

(5 citation statements)

References 7 publications

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“…The process followed a scenario-based design process ( Carroll, 1995 ; 2000 ; Rosson and Carroll, 2002 ; Rosson and Carroll, 2008 ), extended with the use of HMI-T Score notation from the JCF ( Lundberg and Johansson, 2020 ). Design expressed in scenarios were at different levels of abstraction, which follows earlier design cases ( Arvola and Broth, 2019 ; Blomkvist and Arvola, 2014 ; Rosson and Carroll, 2002 ; Rosson and Carroll, 2008 ): 1) Problem analysis 2) Design of scenarios of future use situations. 3) Assessment of scenarios made in the form of claims.…”

Section: Methodsmentioning

confidence: 99%

Human Autonomy in Future Drone Traffic: Joint Human–AI Control in Temporal Cognitive Work

Lundberg

Arvola

Palmerius

2021

Front. Artif. Intell.

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The roles of human operators are changing due to increased intelligence and autonomy of computer systems. Humans will interact with systems at a more overarching level or only in specific situations. This involves learning new practices and changing habitual ways of thinking and acting, including reconsidering human autonomy in relation to autonomous systems. This paper describes a design case of a future autonomous management system for drone traffic in cities in a key scenario we call The Computer in Brussels. Our approach to designing for human collaboration with autonomous systems builds on scenario-based design and cognitive work analysis facilitated by computer simulations. We use a temporal method, called the Joint Control Framework to describe human and automated work in an abstraction hierarchy labeled Levels of Autonomy in Cognitive Control. We use the Score notation to analyze patterns of temporal developments that span levels of the abstraction hierarchy and discuss implications for human-automation communication in traffic management. We discuss how autonomy at a lower level can prevent autonomy on higher levels, and vice versa. We also discuss the temporal nature of autonomy in minute-to-minute operative work. Our conclusion is that human autonomy in relation to autonomous systems is based on fundamental trade-offs between technological opportunities to automate and values of what human actors find meaningful.

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Section: Methodsmentioning

confidence: 99%

Human Autonomy in Future Drone Traffic: Joint Human–AI Control in Temporal Cognitive Work

Lundberg

Arvola

Palmerius

2021

Front. Artif. Intell.

Self Cite

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“…The service designer documented user feedback and followed up on the user's remarks, always in an investigative, discreet and unobtrusive way without disturbing the flow or distracting the user [21]. With regard to pausing or not pausing the walkthrough session to collect user feedback [10], the VR service walkthrough adopted a middle strategy. The designer identified specific use periods where no points of interest existed in the vicinity and where the service was less intense and demanding from a cognitive perspective.…”

Section: Service Prototyping With the Vr Service Walkthrough Methodsmentioning

confidence: 99%

“…Service journeys represent a chronological sequence of interactions between users and service providers, containing both physical and intangible qualities [9]. In order to present and evaluate a service journey and improve its design, the service must be understood as a whole service experience: all interactions or touchpoints with the user should be thought of holistically [10]. When understood and experienced holistically, as a whole sequence, service parts, service moments and touchpoints will reveal something about the service that cannot be accessed through the individual service constituents [7].…”

Section: Introductionmentioning

confidence: 99%

Virtual Reality for Prototyping Service Journeys

Boletsis

2018

MTI

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The use of virtual elements for developing new service prototyping environments and more realistic simulations has been suggested as a way to optimise the service prototyping process. This work examines the application of virtual reality (VR) in prototyping service journeys and it hypothesises that VR can recreate service journeys in a highly immersive, agile, and inexpensive manner, thus allowing users to have a representative service experience and enabling service designers to extract high-quality user feedback. To that end, a new service prototyping method, called VR service walkthrough, is presented and evaluated through an empirical comparative study. A VR service walkthrough is a virtual simulation of a service journey, representing how the service unfolds over space and time. A comparative study between the VR service walkthrough method and an adapted service walkthrough method evaluates the application of both methods using a location-based audio tour guide service as a case study. Two user groups (each with 21 users) were used to evaluate both methods based on two factors: the user experience they offered and the subjective meaningfulness and quality of feedback they produced. Results show that the VR service walkthrough method gave a performance similar to that of the service walkthrough method. It was also able to communicate the service concept in an immersive way and foster constructive feedback.

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“…He also addresses other critical aspects of service prototyping (Blomkvist, 2011), such as benefits and levels of participation and the connection with the service environment (the socalled servicescape) and experiences . In conjunction with other researchers, he also proposes a new technique, the service walkthrough (Arvola et al, 2012;Blomkvist, 2011;Blomkvist & Bode, 2012;Blomkvist & Arvola, 2014), building upon the already existing experience prototype, bodystorming and pluralistic walkthrough techniques . The service walkthrough can bring to life, in a somewhat realistic way, a service in its completeness (end-to-end) by having people physically enacting the sequence of carefully orchestrated steps of the service and live the experience as close as possible to the ideal version.…”

Section: Background Knowledge About Prototyping In Service Designmentioning

confidence: 99%

Dissolving distances: Designing close-to-body experiences for remote settings

Nesli Hazal Oktay

2023

HUB

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Prototypes are useful beyond usability testing; they're a strategic tool to drive alignment, to communicate value and vision, and to get digital products built correctly in a more efficient manner. They help teams move quickly by making instead of swirling in ideas. Through her work at IBM and currently as a Creative Director at the digital product design agency, argodesign, Kathryn Marinaro has found that the best practical uses for prototypes are for qualitative and strategic purposes. In this keynote, Kathryn will share her experience creating and utilizing prototypes to generate ideas with subject matter experts, to understand resonance and value with endusers, to explore new interaction models for emerging technology, and to communicate visions to stakeholders who control the direction of a product. She'll share examples of prototypes used throughout the process of the programs she leads and their outcomes and impact. Prototypes aren't just for testing, they're for delivering value.Kathryn Marinaro is an award-winning Creative Director who envisions the future and develops products and strategies for a wide variety of clients at argodesign. She is the author of Prototyping for Designers, published by O'Reilly, and has employed user-centered methodologies to create and iterate on impactful experiences in health wearables, AI interaction patterns, AI image recognition and training interfaces, and cloud development tools, while working on world-class design teams like IBM Watson Visioneering and IBM Mobile Innovation Lab. She has gained recognition as one of Austin's Top 50 Female UX Designers and as part of the Advisory Board for the inaugural Austin Design Week. She's been featured in articles in Fast

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Pausing or not? Examining the Service Walkthrough Technique

Cited by 8 publications

References 7 publications

Human Autonomy in Future Drone Traffic: Joint Human–AI Control in Temporal Cognitive Work

Human Autonomy in Future Drone Traffic: Joint Human–AI Control in Temporal Cognitive Work

Virtual Reality for Prototyping Service Journeys

Dissolving distances: Designing close-to-body experiences for remote settings

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