Abstract
This article introduces the Service Experience Blueprint (SEB), a multidisciplinary method for designing multi-interface service experiences, and illustrates its application with two case examples of the redesign of the service experiences of a multichannel bank. The SEB method starts by studying the customer service experience to understand customer experience requirements for different service activities and how these requirements can be satisfied through alternative service interfaces. Based on this analysis, the multi-interface service is designed to allocate service activities to the interfaces best suited to provide the desired experience, defining channel specialization and integration. Finally, with the SEB method each service interface is designed to best leverage its unique capabilities and guide customers to other service interfaces whenever that interface better enhances the overall customer experience. By incorporating the contributions of service management, interaction design, and software engineering, the SEB method is a multidisciplinary tool and terminology for service design.

Abstract
The commercial use of the Internet for service provision has deeply changed the environment where human-computer interaction takes place, as Web interfaces are now integrated in multi-platform service provision. This paper presents the results of a study of a multi-channel Portuguese bank, making use of both Marketing and HCI methods and concepts, to understand customer usage of the different service platforms. The study involved in-depth interviews, focus groups, a web survey and a telephone survey with bank customers. The study allowed the identification of the most important interaction experience requirements for this multi-platform service, and how they are influenced by user profiles and service characteristics. The results also show that Customer Experience Requirements (CERs) have a strong impact on customer choice and usage of the different service platforms and can be better captured with Essential Use Cases (EUCs), as they are technology independent. Designing a multi-platform service interaction should therefore start with a higher level of abstraction that allows a multi-platform, customer experience and essential use case perspectives. With this integrated approach, the Internet service can therefore be designed in order to best leverage its capabilities and its complementarity with the other service platforms.

Abstract

Abstract
This paper addresses the problem of interaction design for service provision to customers in a multi-platform environment. It is based on a qualitative and quantitative study of a Portuguese multi-channel retail bank, and shows that, as most of the financial operations are functionally available across the different service platforms, experience requirements become increasingly influential in customers' usage of the different channels. Different financial services generate different interaction needs, and the fit between experience requirements and channel performance in satisfying those needs has a strong impact on customer channel choices. Based on these findings, essential use cases are applied and extended to capture experience requirements for the different financial operations in a technology independent way. With this approach, interaction designers can identify which platforms are best suited to provide the different services available, improving the multi-channel service as a whole. On the other hand, it also enables the identification of areas of interaction experience that need improvement in each platform, if services offered are likely to be effectively used.

Abstract
This article presents the results of a qualitative study of a multi-channel bank. It aims at developing new methods of gathering user requirements for web interfaces, joining HCI and Marketing perspectives. The results obtained so far indicate that, as most of financial operations are functionally available in the different service channels, experience requirements become increasingly important. In this context, essential use cases are particularly valuable in improving the process of gathering customer requirements. As they allow the analysis of users' interaction needs in a channel-independent way, their use can improve decisions on what services are best suited to each channel, to effectively address customer needs across different interaction modes, and make an efficient allocation of resources among channels.

Abstract
The commercial use of the Internet for service provision has deeply changed the environment where human-computer interaction takes place. Web interfaces are now integrated in overall service provision, and are designed for a huge and diversified set of potential users, in an uncontrolled context. With the aim of understanding customer interaction needs and improving the methods of requirements elicitation in the web context, a qualitative study of a multi-channel Portuguese bank was made. The results obtained so far indicate that Interaction Design and Services Marketing have strong complementarities. The Marketing perspective is especially useful with regard to the study of customer experience requirements, which are increasingly influential in customer decisions to adopt Internet services. Essential use cases are also very useful in the multiple platform service context, as they allow the elicitation of experience requirements in a technology-independent way, and therefore allow an integrated management of the different interaction channels.