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Remember the last time you waited for customer support?

Control in User Interface DesignControl is often an extremely crucial factor in design,and it’s pretty well-recognized in HCI and UI design.But what about service design?

...and in service designControl issues are magnified in services.Control is split amongst a huge number of stakeholders.Intense amount of constraints (TSA).User doesn’t always want full control.

Our Work: Understanding Control Perceptions1 Literature Review 2 Control Framework prior psychological research understanding types of control3 “Design Lenses” for Control 4 Case Study (Airport) tools to frame design problems surfacing design opportunities

Literature Review Prior Control Typologies Averill (1973) Thompson (1981) Lewis (1987) Miller (1965) Behavioral Behavioral Existential Potential Cognitive Cognitive Processual Instrumental Decisional Informational Contingency Self-Administration Retrospective Behavioral Cognitive

Our Proposed Framework Cognitive control intellectual management Perceived Control sense of control gained by... Behavioral control Decisional control capability of action capability of decision

Behavioral ControlCapacity for direct action. CognitiveExamples: earlier phone support, tapping or clinching tosignal pain to your dentist.Speculated retrospective effects (Fiske & Taylor, 1991) Behavioral Decisional

Cognitive ControlIntellectual management of an experience. CognitiveWe separate it into two halves:Information: sense of control gained fromobtaining necessary information. Behavioral DecisionalAppraisal: personal interpretation of experience.Includes cognitive strategies used to cope withnegative experiences: avoidant (focus your mindoff of the event) and nonavoidant (focus on theevent or impose meaning) strategies.

Decisional ControlCapability of decision and availability of choice. CognitiveChoice between alternatives and decisions: the timingof the service, whether to partake at all, which course ofaction to take... Behavioral DecisionalToo many choices, of course, can be overwhelming orundesirable.

Design Lenses What is a design lens? Jesse Schell and The Art of Game Design Each lens concisely encapsulates a principle, with: • title • picture • brief description • related questions aimed to raise new perspectives and design opportunities

Design Lenses

Design Lenses A Quick Glimpse

Case Study Control Issues in the Airport ExperienceQuick user research to frame a design problem with control.Directed storytelling sessions with 40 students; focused on control perceptions duringthe airport experience and surfaced design opportunities accordingly.

Conclusion & DiscussionControl beliefs contribute to perceived service quality.Nevertheless, just a starting point. Some other considerations:• What is the “right” amount of desired control in a service?• Individualistic approaches to control perception (Rotter’s locus of control, etc.)

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