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HCI Challenges for an Internet of Services

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  • 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.
  • 7. Software service example
  • 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