Title:	TOWARDS AN ARCHITECTURE FOR A SERVICES DESIGN WORKBENCH
Author(s):	Anand Kumar, Doji Samson Lokku, Nikhil R. Zope
ISBN:	978-989-8533-33-3
Editors:	Miguel Baptista Nunes, Pedro Isaías and Philip Powell
Year:	2015
Edition:	Single
Keywords:	Services design, Design workbench, Service design techniques, Architecture of workbench, Service design tools
Type:	Short Paper
First Page:	199
Last Page:	204
Language:	English
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Paper Abstract:	The importance of service sectors has been steadily increasing in modern economy. Services sector accounts for significant business revenue in terms of its contribution to GDP, number of job opportunities, growth in auxiliary industry, better remuneration, higher purchasing power, and better quality of life both in developed as well as developing nations. Here, people apply their specialized competencies to produce services that improve productivity, performance, potential and sustainability through deeds, processes, and performances for the benefit of a customer in real world. Service design is the act of planning and organizing people, infrastructure, communication and material components of a service in order to improve quality and interaction between service provider and customers. It aims at designing services that are useful, usable and desirable from the consumer perspective, and efficient, effective and different from the provider perspective. It brings together people, skills, technology, methods and tools to (intentionally bring in) address change and create value for customers. Traditionally, service designers adopt multiple service design practices espoused by leaders in the field to resolve their service design problems. They use these techniques simultaneously to arrive at solutions for their service design problems. In this paper, we discuss about the architecture of a service design workbench which supports multiple service design techniques. Our focus is on those techniques that are supported by software tools.
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