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Service Frames

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My presentation from UX Australia 2011.

I discussed some recent research from the QUT Airports of the Future project's Human Systems team. I explored how to make better sense of people's actions and experience during service interactions using the concept of frames.

Published in: Design, Technology, Business

Service Frames

  1. 1. UXA ➔ Ben Kraal @bjkraal➔
  2. 2. ➔ Service Frames Ben Kraal➔➔ People and Systems Lab, QUT Cafe
  3. 3. context activityObject System Experience culture people
  4. 4. • Prof Vesna Popovic • Mr Philip Kirk• Dr Alethea Blackler • Ms Ali Livingstone• Dr Marianella Chamorro • Ms Anna Harrison• Dr Ben Kraal • Mr Andrew CavePAS: Airports of the Future Team
  5. 5. early design stagebefore design started finished artifact design and development
  6. 6. Intuitive InteractionExperience and expertiseContext of useResearch FocusPeople and Systems (PAS) Lab | Faculty of Built Environment andEngineering | Queensland University of Technology
  7. 7. •  Noldus Observer, Face Reader and Portable Observer•  Atlas.ti•  Touch screen modeling and evaluation softwareLaboratory and Software
  8. 8. ➔ Airports of the Future
  9. 9. ➔ Service Design➔ People & Action
  10. 10. ➔➔ Frame Approach Airport Security
  11. 11. ➔ What ➔ Did We Do?
  12. 12. ➔ Get Access Take Video➔➔ Transform
  13. 13. What➔ ➔ Did We Find?
  14. 14. Rules➔➔ Flux
  15. 15. ➔ Context Knowledge➔
  16. 16. ➔ Success Failure ➔➔ Lots of Bags Wrong Item ➔
  17. 17. ➔ Groups Cluster ➔ Re-form ➔ Unsupported ➔ Other Goals➔
  18. 18. ➔ Variance➔ Not Expected
  19. 19. What➔Does It Mean? ➔
  20. 20. ➔ Frames Norman ➔ Goffman ➔ Orlikowski ➔
  21. 21. ➔ Prior Experience➔ Airport Other Experience ➔
  22. 22. ➔ Co-creation Co-operation➔
  23. 23. ➔ Focal Engagement➔ Heidegger P.P. Verbeek ➔
  24. 24. ➔ How ➔Service Interaction?
  25. 25. ➔ Assumptions➔ Expectations➔ Knowledge
  26. 26. ➔ Service Frames Ben Kraal➔ PAS Lab, QUT @bjkraal➔ Exit

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