2. e-business
se rvice design
scenario & storytelling
ta sk analysis
! prototyping
ervice qualit y & usability
s
busi ness process ation
bluepr int & visualiz
service pr oductivity
servic e compliance
bu siness model
value cha in & network l innovation
service & b usiness mode
13. service concept reminder
consult document
customer role:
order taking
performance:
imitative
Provide an easy way to borrow a cost:
document from the library reduce effort for the librarian
14. scenario reminder
consult document scenario 1
Cécile comes at Céline’s desk and
ask her to consult a confidential
document
Céline notices that Cécile is
employed by CRI and is
accredited, that the document
corresponds to an archive
reference, and that is available.
Céline records the consultation.
On base of the document’s
location supplied by the system,
Provide an easy way to borrow a she pick up the document and give
document from the library it to Cécile .
15. task model reminder
consult document
Provide an easy way to borrow a
document from the library
16. use case reminder
goal:
consult document Check and authorize the
consultation of a document ...
conditions:
pre: the information officer is ...
post: the consultation ...
primary actor:
librarian
main success
1. Check if the analyst can borrow ...
1.1 check if the analyst and the ...
1.1.1 check if the analyst ...
1.1.2 check if the document
1.2 ...
Provide an easy way to borrow a extension
document from the library 1.1.1a if the analyst does not exist ...
1. direct the analyst to ...
2. stop the task
...
18. PROTOTYPE
^according
& Carrol
l
to Ross
on
“ implementation of a system
Concrete but partial
design to explore usability issues
and get early feedback on
emerging design.
”
19. ^
Exploring user requirements
osson & Carroll
ac cording to R
A prototype may be built to explore ideas about
new technologies, analyze current tasks, or
share visions of what the future may hold.
Questions, reactions, and ideas for change are
recorded and used to better understand
problems and opportunities.
20. Usability testing
^according
& Carrol
l
to Ross
on
Users are asked to interact with system
prototypes, and their behaviour and subjective
reactions are studied.
21. By the term “experience
“
prototype” we mean to emphasize
the experiential aspect of whatever
representations are needed to
successfully (re)live or convey an
experience with a product, space or
system. ”
Bill Moggridge
Designing interaction
22. ^
Prototyping techniques
dge
Bi ll Moggri
acco rding to
screen-based experiences
interactive products
services
23. Balancing the cost and effort of producing the
prototype, and the fidelity and generality of the
resulting artefact
24. Enumerate s
ome forms o
f prototyping
...
rf.snoitartsulli
25. life prototype
http://www.laszlosystems.com/lps/sample-apps/dashboard/dashboard.lzo?lzt=html
26. paper prototype
p
ping.as
03/e_prototy
es/may
/_archiv
tpcm ag.com
.pocke
http ://www
27. paper prototype
we will do it
03/e_prototy
ping.as
p
...
es/may
/_archiv
tpcm ag.com
.pocke
http ://www
illus
28. ^
paper prototype
oll
Ro sson & Carr
a ccording to
paper and pencil mockup of user interface
rough sketches of the main interfaces and
dialogs
textual description of interface functions and
relationships between screens
42. ^
Information design
ll
os son & Carro
ac cording to R
representing and arranging the objects and
actions possible in a system in a way that
facilitates perception and understanding
43. case
analyst document
number ref
name title
level code
location
check record help
47. Interaction design
os
^
son & Carro
ll
ac cording to R
specify the mechanisms for accessing and
manipulating task information
make sure that people can do the right things at
the right time
48. case
analyst document
check check
number analyst ref document
name title
level code
location give
check
document
accreditation check
availability record
consultation
check record help
52. case
analyst document
number ref
name title
level code
location
check record help
53. case
analyst document
number a123 ref
name title
level code
location
check record help
54. case
analyst document
number a123 ref
name Cécile title
level 5 code
location
check record help
55. case
analyst document
number a123 ref
name Cécile title
level 5 code
location
check record help
56. case
analyst document
number a123 ref d987
name Cécile title
level 5 code
location
check record help
57. case
analyst document
number a123 ref d987
name Cécile title Systèmes ...
level 5 code 2
location sh_1-9
check record help
58. case
analyst document
number a123 ref d987
name Cécile title Systèmes ...
level 5 code 2
location sh_1-9
check record help
59. case
analyst document
number a123 ref d987
name Cécile title Systèmes ...
level 5 code 2
location sh_1-9
check record help
60. case
analyst document
number a123 ref d987
name Cécile title Systèmes ...
level 5 code 2
location sh_1-9
check record help
61. case
analyst document
number a123 ref d987
name Cécile title Systèmes ...
level 5 code 2
location sh_1-9
allowed
ok
check record help
62. case
analyst document
number a123 ref d987
name Cécile title Systèmes ...
level 5 code 2
location sh_1-9
allowed
ok
check record help
63. case
analyst document
number a123 ref d987
name Cécile title Systèmes ...
level 5 code 2
location sh_1-9
check record help
64. case
analyst document
number a123 ref d987
name Cécile title Systèmes ...
level 5 code 2
location sh_1-9
check record help
65. case
analyst document
number a123 ref d987
name Cécile title Systèmes ...
level 5 code 2
give document location sh_1-9
ok
check record help
66. case
analyst document
number a123 ref d987
name Cécile title Systèmes ...
level 5 code 2
give document location sh_1-9
ok
check record help
67. case
analyst document
number ref
name title
level code
thank you location
ok
check record help
68.
69. case
analyst document
number ref
name title
level code
location
check record help
70. case
analyst document
number a456 ref
name title
level code
location
check record help
71. case
analyst document
number a456 ref
name Benoît title
level 1 code
location
check record help
72. case
analyst document
number a456 ref
name Benoît title
level 1 code
location
check record help
73. case
analyst document
number a456 ref d987
name Benoît title
level 1 code
location
check record help
74. case
analyst document
number a456 ref d987
name Benoît title Systèmes ...
level 1 code 2
location sh_1-9
check record help
75. case
analyst document
number a456 ref d987
name Benoît title Systèmes ...
level 1 code 2
location sh_1-9
check record help
76. case
analyst document
number a456 ref d987
name Benoît title Systèmes ...
level 1 code 2
location sh_1-9
check record help
77. case
analyst document
number a456 ref d987
name Benoît title Systèmes ...
level 1 code 2
location sh_1-9
check record help
78. case
analyst document
number a456 ref d987
name Benoît title Systèmes ...
level 1 code 2
not allowed location sh_1-9
The analyst is not accredited
ok
check record help
79. case
analyst document
number a456 ref d987
name Benoît title Systèmes ...
level 1 code 2
not allowed location sh_1-9
The analyst is not accredited
ok
check record help
80. case
analyst document
number ref
name title
level code
sorry location
ok
check record help
83. Usability evaluation
ac cording to R
osson & Carro
^ll
Analysis or empirical study of the usability of a
prototype or a system for providing feedback and
supporting an iterative development process
Helps designer recognize that there is a problem,
understand the problem and its underlying
causes, and plan changes to correct the problem
84. how to check
the usability
service at a v of an online
ery early sta
ge ?
rf.snoitartsulli
