Agile approaches tend to focus solely on scoping and simplicity rather than on problem
solving and discovery. This hampers the development of innovative solutions. Additionally …

The proliferation of complex service systems raises new challenges for service design and
requires new methods. Multilevel Service Design (MSD) is presented as a new …

Customer experience modeling: from customer experience to service design | Emerald Insight
Books and journals Case studies Expert Briefings Open Access Publish with us Advanced …

As technology innovation rapidly changes service experiences, service designers need to
leverage technology and orchestrate complex service systems to create innovative services …

This article introduces the Service Experience Blueprint (SEB), a multidisciplinary method for
designing multi-interface service experiences, and illustrates its application with two case …

Water utilities are transforming as cyber-physical-human systems (CPHSs) with increasing
interconnections and interdependencies between physical assets, cyber systems and …

Software is becoming the driving force in today's mechatronic systems. It does not only
realize a significant part of their functionality but it is also used to realize their most …

In this paper we address the challenge of applying process mining to discover models of
human behaviour from sensor data. This challenge is caused by a gap between sensor data …

We apply activity theory (AT) to design adaptive e-learning systems (AeLS). AT is a
framework to study human's behavior at learning; whereas, AeLS enhance students' …

Addressing a call for theoretical development in human-robot interaction research, this study
introduces activity theory to the field of service robots (SRs) in hospitality and tourism …