ABSTRACT
This chapter explores the link between design for services and human experience as it unfolds during service interactions and via the mediation of the service interface. It discusses several approaches through which a service designer can understand and use the experiences of service participants to design better services. The authors look at and take inspiration from existing design approaches such as human-centred design and from existing fields of research such as ethnography, phenomenology and experience design. User-centred design has been to date the main framework for research into experiences and interactions. Aimed at the effectiveness of face-to-face learning experiences in design labs, designers had first to identify the elements of offline learning that contribute most effectively to creative collaborations; they then orchestrated those elements to create the right set of conditions for their replication in an online setting. Field studies are a fundamental stage for any kind of design project.
