Conference Agenda
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Please note that all times are shown in the time zone of the conference. The current conference time is: 18th Apr 2026, 04:03:27pm CEST
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Agenda Overview |
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D415: UNDERSTANDING INTERACTION AND USER DYNAMICS IN SERVICE DESIGN
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Interaction dynamics for service design: simulating context sharing through collective improvisational dance 1Kyushu University, Japan; 2Université Grenoble Alpes, CNRS, Grenoble INP, G-SCOP, France This study modelled service dynamics, specifically focusing on cognitive misalignments among actors, and conducted a multi-agent simulation using Bayesian inference, referring to an improvisational dance experiment. The results revealed that individual cognition influences context convergence: "No decay" condition fixed initial biases and hindered convergence, whereas faster decay increased fluctuation but enabled reconfiguration, suggesting the need for unlearning. When actors weighted others’ expressions less, cognitive misalignments widened despite strong subjective conviction. Assessing induction programme as a service: reflections on assessing organisational services through service design lens Tata Consultancy Services, India This paper explores the assessment of employee induction as a service, through the lens of service design. The service assessment methodology was a multi-method and a multi-stakeholder approach, uncovering how processes, touchpoint interactions and servicescape shape onboarding experiences of new joiners. The paper highlights the researchers’ reflections about using the methodology in organizational context and portrays the value of assessing organizational services through service design lens. The reflections offer practical insights applicable to assessment of other organizations services. Cluster typologies of urban mobility users and their implications for the acceptance of autonomous buses: evidence from a large-scale online survey 1Institute for Engineering Design and Industrial Design, University of Stuttgart, Germany; 2Department of Social Sciences, Social Research Center, TU Dortmund University, Germany This paper addresses the lack of empirically grounded user typologies for understanding acceptance of autonomous buses in the Munich Metropolitan Area. We close this gap through a large-scale online survey and a clustering approach based on mobility preferences and subjective expected utility. The results identify five distinct clusters of users with varying acceptance levels, showing that successful autonomous bus adoption requires tailored communication, service design, and integration strategies. Toward modeling relational expectation misalignments in care: an exploratory extension of the theory of planned behavior for design Institute of Science Tokyo, Japan Human-Centered Design focuses on individuals who struggle to grasp the relational aspects crucial in designing for care. This proposes a relational framework that visualizes the relational expectation misalignments between stakeholders' perceptions. We extend the Theory of Planned Behavior to model dyadic care relationships. Expert interviews and autoethnographic analysis evaluated the model. Our findings reveal two layers of misalignments: the model's ability to describe the structure of conflict and its potential as a reflective tool for stakeholders to resolve conflicts. | ||
