HCI Challenges for an Internet of Services
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The document discusses the challenges of designing for the Internet of Services (IoS). The IoS is defined as an infrastructure that uses the Internet to offer and sell services globally. It connects service providers, consumers, and facilitators. Key challenges for HCI in this domain include: 1) Designing seamless offline and online service experiences. 2) Dynamically monitoring and influencing the consumer experience across touchpoints. 3) Measuring the consumer experience of accessing and using services.
HCI Challenges for an Internet of Services
- 1. HCI challenges for an Internet of services Angela Kounkou, HCID - 21 st April 2010
- 2. Outline Services The Internet of Services HCI-related challenges Questions and discussion
- 3. Service definition - 1 “ Products of economic activity that you can’t drop on your foot” (The Economist) Intangible. Processes. Not “owned”. Created, performed, contributed to. Have “ touchpoints ” – points of contact between the consumer and elements making up the service - that occur during the “ user journey ” - the consumers’ experiences with the service over time.
- 4. Example TFL: Service Touchpoints
- 5. Service definition – 2: software services “ Application that other applications and humans can discover and invoke” (Zakaria et al) Piece of software. Autonomous. Platform independent. Location independent. Modular. Can be published, discovered, executed, and/or composed with other pieces of software to form applications. In the case of Web services , these operations happen over the Internet.
- 6. Web service: high level architecture diagram The service is published, discovered, and consumed – “as-is” or in a composition with other pieces of software.
- 8. Service–based application example – the consumer is a developer
- 9. Internet of Services - definition “ An infrastructure that uses the Internet as a medium for offering and selling services” (Cardoso et al) Global network making electronic services available for use, reuse, composition etc. and connecting providers, consumers and facilitators throughout the world. Largely enabled by service-oriented computing use web services as building blocks for the development of distributed applications Use web service standards to support the connection and exchange of data between various apps
- 10. An illustration of what it could be like: Siri mobile concierge http://siri.com/about/
- 11. Triggers for the IoS Growth of the service sector of the economy Technological advances, ubiquitous computing Growing consumer demand
- 12. HCI related challenges for the IoS Services What approaches and techniques to design seamless, coherent offline and online services? How to dynamically monitor and influence the consumer experience? How to measure the consumer experience?
- 13. HCI related challenges for the IoS - 2 Software services How to support the human stakeholders in service-oriented computing? How to design for an unknown, unpredictable user? How to observe or measure the user experience?
- 14. Questions, comments, discussion… Then lab! Or drinks in the kitchen…
- 15. Related links and/or reading Mike Kuniavsky: Smart Things: Ubiquitous Computing User Experience Design (expected December 2010) Zakaria, M., B. Djamal, and Nanjangud, C. N.: What can context do for web services ? In Communications of the ACM, ACM Press (2006), 98-103. Cardoso, J., Voigt, K. and Winkler, M.: Service Engineering for The Internet of Services In Enterprise Information Systems, Lecture Notes in Business Information Processing (2009) 15-27