Fostering Actor Engagement with Human Centered Service Design (HCSD): Lessons Learned from the Cross Domain Examples of Service Dominant Architecture

Abstract

The research question of this work is "how to foster actor engagement with the help of Human Centered Service Design (HCSD)". Based on the foundations of Service-Dominant Logic (Vargo and Lusch 2018), Service Science (Spohrer, Kieliszewski et al. 2019) and Design Science (Papanek and Fuller 1972, Peffers, Tuunanen et al. 2008), in a first step the building blocks of HCSD are elaborated. In a second step the relevance of the building blocks is analyzed in the context of actor engagement. The key findings are used to develop a set of explicitly applicable solution pattern for promoting actor engagement (Peffers, Tuunanen et al. 2008). Finally, the relevance of the developed solution pattern is demonstrated using cross domain examples of Service Dominant Architecture (SDA).

Keywords: Human centered service design, actor engagement, interaction, dynamic capabilities, composable architecture, service dominant architecture

DOI: 10.54941/ahfe1002578