A Quality Framework for Service Design and Evaluation
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C1 Unclassified. © Vodafone Group Services Limited 2009 Vodafone Group Marketing | User Experience 1 29 August 202 2 A Quality Framework for Service Design and Evaluation John Knight Date: 26 th August 2009 Version: 0.1 Status: DRAFT
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A Quality Framework for Service Design and Evaluation. John Knight Date: 26 th August 2009 Version: 0.1 Status: DRAFT. The case. A consumer oriented DSL service will be used to illustrate points in this presentation. Product. =. Service. Affordance. - PowerPoint PPT Presentation
Transcript of A Quality Framework for Service Design and Evaluation
C1 Unclassified. © Vodafone Group Services Limited 2009
Vodafone Group Marketing | User Experience
120 April 2023
A Quality Framework for Service Design and Evaluation
John Knight
Date: 26th August 2009
Version: 0.1
Status: DRAFT
C3 Company confidential | Vodafone Group Services Limited 2009
Vodafone Group Marketing | User Experience
220 April 2023
The caseA consumer oriented DSL service will be used to illustrate points in this
presentation
Service
Product
Affordance=
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Instrumental use qualities do not work for all products & servicesInstrumental use qualities rarely differentiate a service and are mainly hygiene
factors1. Aesthetics
2. Utility
3. Safety
4. Comfort
5. Usability
6. Functionality
7. Efficiency
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‘Supra-functional’ use qualities are highly contextual & subjectiveMoving beyond usability broadens the spectrum beyond utility but also introduces
new problems of relevance1. Emotion (Picard, 1997)
2. Pleasure (Jordan, 2000)
3. Ambiguity (Gaver, 2000)
4. Fun (Blythe et al., 2003)
5. Worth (Cockton, 2007)
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Contextual use qualities do scaleQuality definitions dependent on the motivation and nature of the experience
scale better1. Flow (Csikszentmihalyi, 1991)
2. Scripting (Akrich, 1992)
3. Hierarchy of user needs (Bonaface, 2002)
4. Context (Dejan, 2002) - challenge etc
5. Engagement (Knight, 2002)
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Exchange oriented use qualities do scaleGrounding quality in the end-to-end design process scales well
1. Fads and cultural change (Bikhchandani et al, 1992)
2. End user adoption (Agar, 2003).
3. Misuse and impact (Knight, 2008)
4. End user customisation (Häkkilä, and Chatfield, 2006)
5. Competency (Shove et al, 2008)
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Evolutionary use qualities do scaleQuality as an emergent and dynamic facet of use also scales well
1. Situated action (Suchman, 1987)
2. Activity (Nardi, 1996)
3. Consumption (Shove et al, 2008)
4. Accumulated value (Knight and Curson, 2009)
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A Framework for Service Design Quality and EvaluationContextual, exchangeable and emergent qualities seem to make most sense for
services
Context
Evolution
Exchange
The product adapts to current use
The service supports current use – surfacing relevant options etc
Affordances are matched to the current context of use
The product reflects changing use over time
The service supports discovery
Affordances extend beyond core functions and competencies
The product supports customisation
The service allows new components to be added
Affordances are no longer limited to the service itself
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Thanks!
John Knight MBCSVodafone Global Marketing - User Experience UE Design Definition
Mobile: +44 (0) 750 012 9270E-mail: [email protected]
1 Kingdom Street London W2 6BY
