Crowd-Sourcing Service Designs: Overview and Research Challenges
A service is supposed to embody the needs and interests of its providers as well as its consumers. However, service design has traditionally been the prerogative of service providers, often leading to services that provide unsatisfactory consumer experience. With increasing prevalence of open government initiatives and the advent of social computing in the enterprise, we posit that service design is set to become truly participatory, with the service provider tapping into the wisdom and creativity of the consumer “crowd”, and the design of a service resulting from their collective ideation, brainstorming and refinement. This paper seeks to identify the research challenges in crowdsourcing service designs by way of proposing a new high-level framework and describing its application to an elaborate example of driver’s license issuance service. The framework is a mix of the richness of crowd participation and the technical rigor afforded by formal analysis of service designs. The framework describes the components and how they come together, thereby leading us to the novel research challenges in realizing the components that should motivate further work on this topic.
KeywordsService Composition Research Challenge Participatory Design Service Design Social Computing
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