designing the interaction with service systems
More and more people use computers to interact not with machines but with complex service systems. This talk examines the similarities and differences of interaction with machines and service systems, assuming, as the defining characteristic of a service system is the significant presence of humans as part of the service system during the time of use. One of the main consequences is that service systems are often perceived as having human characteristics and usually expected to exhibit human-like behaviors. This talks presents and discusses those issues, under the light of Service Science and HCI theory. We also present the concept of the human facet of a service system, which is the set of elements and their configurations that create and control the perception of and the interaction of a user with the human characteristics of a service system. The talk then examines how the design of the human facet of service system can be simplified by theoretical insights from Psychological Models such Personality Theory, Social Psychology, and Emotional Communication Theory; and Dramatic models such as Character Theory, Stanislavski's System, Method Acting, and Illusion of Life.
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