Crowd-Sourcing Service Designs: Overview and Research Challenges

  • Nidhi Rajshree
  • Bikram Sengupta
  • Nirmit Desai
Part of the Lecture Notes in Computer Science book series (LNCS, volume 7759)


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.


Service Composition Research Challenge Participatory Design Service Design Social Computing 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


  1. 1.
    Brabham, D.: Crowdsourcing as a model for problem solving an introduction and cases. Convergence: The International Journal of Research into New Media Technologies 14(1), 75–90 (2008)CrossRefGoogle Scholar
  2. 2.
    Brabham, D.: Crowdsourcing the public participation process for planning projects. Planning Theory 8(3), 242–262 (2009)CrossRefGoogle Scholar
  3. 3.
    Bresciani, P., Perini, A., Giorgini, P., Guinchiglia, F., Mylopolous, J.: Tropos: An agent-oriented software development methodology. Autonomous Agents and Multi-Agent Systems 8(3), 203–236 (2004)CrossRefGoogle Scholar
  4. 4.
    Desai, N., Chopra, A., Singh, M.: Amoeba: A methodology for modeling and evolving cross-organizational business processes. ACM Transactions on Software Engineering and Methodology (TOSEM) 19(2), 1–45 (2009)CrossRefGoogle Scholar
  5. 5.
    Hartman, A., Jain, A.N., Ramanathan, J., Ramfos, A., Van der Heuvel, W.-J., Zirpins, C., Tai, S., Charalabidis, Y., Pasic, A., Johannessen, T., Grønsund, T.: Participatory Design of Public Sector Services. In: Andersen, K.N., Francesconi, E., Grönlund, Å., van Engers, T.M. (eds.) EGOVIS 2010. LNCS, vol. 6267, pp. 219–233. Springer, Heidelberg (2010)CrossRefGoogle Scholar
  6. 6.
    Howe, J.: The rise of crowdsourcing. Wired Magazine 14(6), 1–4 (2006)MathSciNetGoogle Scholar
  7. 7.
    Kulkarni, A., Can, M., Hartmann, B., et al.: Collaboratively crowdsourcing workflows with turkomatic. In: Proc. CSCW (2012)Google Scholar
  8. 8.
    Kulkarni, A.P., Can, M., Hartmann, B.: Turkomatic: automatic recursive task and workflow design for mechanical turk. In: Proceedings of the Human Factors in Computing Systems, pp. 2053–2058 (2011)Google Scholar
  9. 9.
    Rao, J., Su, X.: A Survey of Automated Web Service Composition Methods. In: Cardoso, J., Sheth, A.P. (eds.) SWSWPC 2004. LNCS, vol. 3387, pp. 43–54. Springer, Heidelberg (2005)CrossRefGoogle Scholar
  10. 10.
    Saijo, T.: Incentive compatibility and individual rationality in public good economies. Journal of Economic Theory 55(1), 203–212 (1991)MathSciNetzbMATHCrossRefGoogle Scholar
  11. 11.
    Sangiorgi, D., Clark, B.: Toward a participatory design approach to service design. In: Participatory Design Conference, pp. 148–151 (2004)Google Scholar
  12. 12.
    Singh, M.: Self-renewing applications. IEEE Internet Computing 15(4), 3–5 (2011)CrossRefGoogle Scholar
  13. 13.
    Spohrer, J., Maglio, P., Bailey, J., Gruhl, D.: Steps toward a science of service systems. Computer 40(1), 71–77 (2007)CrossRefGoogle Scholar
  14. 14.
    Surowiecki, J.: The wisdom of crowds. Anchor (2005)Google Scholar

Copyright information

© Springer-Verlag Berlin Heidelberg 2013

Authors and Affiliations

  • Nidhi Rajshree
    • 1
  • Bikram Sengupta
    • 1
  • Nirmit Desai
    • 1
  1. 1.IBM ResearchBangaloreIndia

Personalised recommendations