NDLI: Designing formal attributes and user experience in public services

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Designing formal attributes and user experience in public services

Content Provider	ACM Digital Library
Author	Maiocchi, Marco Pillan, Margherita
Abstract	This paper is about service design: the focus is on formal attributes of services view as interactive events involving users and a service supplier; we mainly refer to traditional and innovative services provided by private and public institutions, such as health care centers and public transportation services. In this paper the authors present a conceptual representation of structural factors shared by all services, that has been employed as theoretical framework in projects and didactical activities during the last few years; the proposed model supports the design of services both from the functional and formal points of view, outlining the complex correlation between organization and aesthetic factors in services, highlighting some significant elements that influence the emotional experience of users, and investigating the role of the different contribution provided by the different discipline that concur in service design processes. User experience is mainly analyzed in terms of emotional and cognitive processes and it is related to perception studies. Furthermore, the paper presents a methodological approach to the project of formal attributes of services and some results obtained applying the presented theoretical principles to practical contexts, significantly in the field of public health care; the project activities were mainly performed in cooperation with the Istituto Nazionale dei Tumori of Milan. Following the authors, the core element of user experience relies in the perspective adopted by a patient toward himself and toward the physical and mental challenges posed by the course of illness and the corresponding service fruition; to this purpose, aesthetic design interventions should be designed to support patients in the adoption of a positive and convenient attitude toward their temporary or chronic state of life, reducing feeling of discouragement, danger, uncertainty often associated to physical diseases.
Starting Page	1
Ending Page	8
Page Count	8
File Format	PDF
ISBN	9781450312806
DOI	10.1145/2347504.2347574
Language	English
Publisher	Association for Computing Machinery (ACM)
Publisher Date	2011-06-22
Publisher Place	New York
Access Restriction	Subscribed
Subject Keyword	Design Health care Formal and aesthetic qualities of services Interaction design Service design Perception Cognition
Content Type	Text
Resource Type	Article

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in

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