Service Designers’ Information Seeking: Consulting Peers versus Documenting Designs

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Service design is an information intensive activity. This study aims to inves-tigate service designers’ information behavior and understand the roles peo-ple and documents play as information sources for service designers. Ten de-signers were interviewed about their information seeking behavior in one service design project from its start to its completion. The interviewees were asked to describe and reflect upon their choice of information sources and their use of project documentation. Each interview lasted about 1.5 hours. The interviews were transcribed in full and the transcripts were coded with respect to design activities, information sources used, and reflections on in-formation behavior. People served five different roles as information sources and documents served four. Documents became increasingly important sources of information as projects progressed because still more information was recorded in writing. Consistent with previous research, people play an important role because of their easy accessibility and the good quality of the information they provide. In contrast, the forward-looking role of document creation restricts the backward-looking roles of the resulting documentation. We speculate that the consultancies suffer from poor integration across doc-uments.
Original languageEnglish
Title of host publicationProceedings of HCI International 2019
VolumeCCIS 1032
Place of PublicationCham
Publication date2019
Publication statusPublished - 2019
SeriesCommunications in Computer and Information Science

    Research areas

  • Faculty of Humanities - Information seeking behavior, Information system design, Information sources

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