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ServDes2020

2–5 February 2021

RMIT UNIVERSITY, MELBOURNE AUSTRALIA

Short Paper

Service design for mediating technology and experience in augmented reality: a case study of a holistic AR travel service

10:30AM

11:15AM
Presenting Author(s): Heng Zhang, Miso Kim, Chenrui Ye, Stephen Costa
04 February 2021
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Please be aware that multiple presentations will take place during this session commencing at 10:30AM AEDT and share the same zoom link. Check how presentations are clustered in the program spreadsheet when adding the calendar.

Augmented Reality (AR) is a technology that brings new possibilities to service design and delivery by projecting a digital layer of information directly on top of one’s physical surroundings. However, there is tension between its technology-centric applications and its use as a holistic service. To bridge this gap, we examined the representative functions of AR applications from a service design perspective, with a focus on travel service as a case study. We built a taxonomy of existing AR functions and conducted interviews to understand user needs and patterns of travel experience as parts of a larger story. Based on this research, we then created a storyboard and user interface (UI) prototype for a holistic travel service supported by AR.

Europe (CET): 4th February 2021 12:30 am to 1:15 am

US (EST): 4th February 2021 6:30 pm to 7:15 pm

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Heng Zhang
Heng Zhang
Zhejiang Sci-Tech University, China

Heng Zhang is a Senior lecturer of the school of art and design, Zhejiang Sci-Tech University China, as a Visiting Scholar at Northeastern University. USA in 2019. She is engaging in courses and research related to digital media and user experience design. Currently her research focuses on the changing of User experience from augmented reality and virtual reality technology.

Miso Kim
Miso Kim
Northeastern University

Dr. Miso Kim is an assistant professor of Experience Design in the Department of Arts + Design at Northeastern University. She holds a PhD in Design, an MDes in Interaction Design, and an MDes in Communication Planning and Information Design from the School of Design at Carnegie Mellon University. She also holds a BS in Architecture from Sungkyunkwan University in Korea.

Chenrui Ye
Chenrui Ye
Northeastern University

Chenrui Ye is graduated from Northeastern University with a master’s degree in Information Design and Visualization. She is working at Data Theorem as a product designer and continues to explore the design and its practical fields. She is curious about life and obsessed with figuring out the reason behind plus how to solve problems. Bringing data to an actionable story is her pursuit.

Stephen Costa
Stephen Costa
Northeastern University

Stephen Costa is a graduate of Northeastern University holding both a BFA in Graphic Design and an MFA in Information Design & Data Visualization. He currently works for the City of Boston’s Planning Department as the Senior Graphic Designer. There he strives to use his skills to promote communication and transparency between government agencies and their constituents through visualization and the use of new technologies.