Leveraging User Experience and Touchpoints Analysis for Services Design
Karim Touloum
Djilali Idoughi
Ahmed Seffah


user experience
service design
interactive service
design framework
user journey
crisis management


User experiences have been the focal research issue in service design (SD), as it has various benefits. As it will be demonstrated in this paper, developing an efficient, yet usable crisis management service requires a deep understanding of the experience (UX) of all stakeholders involved in the crisis. While many SD studies have proposed different principles, practices and tools, there is a lack of a practical comprehensive design framework that empowers designers to integrate effectively UX in the SD lifecycle. In this paper the authors propose a methodological framework called UXD-IS (User eXperience Design of Interactions and Services) that combines UX characterization and touchpoints analysis. The framework has been validated through a case study related to flooding crisis management. The investigations reveal that the framework is a powerful support tool during the first phases of the development of a new service or the improvement of an existing one.