Abstract
The increasing usage of mobile technologies for service provision has created the need to understand customer mobile service experiences and to integrate designer's and technology's perspectives for the design of successful mobile services. This paper presents the results of a qualitative study with 44 mobile service customers, providing an in-depth understanding of the experience factors that contribute to design improved mobile services. The study' results indicate that traditional interface factors, such as usefulness and ease of use, continue to be important. However, the study reveals that contextual factors, such as the social environment and service atmosphere, are very important for the mobile service experience. These results reinforce the need to adopt a broader view of the experience factors for the effective design of mobile services.

Abstract

Abstract
The education of professional engineers has been mainly oriented towards the requirements of industry, although many graduates will start and end up working in service organizations. Services always involve interaction, either directly between people or using machines. Most services now require the use of technology, including self service machines, Internet and mobile equipments and may involve complex social and organizational issues. Although engineering programs have evolved in order to accommodate changes in the economy, new proposals must be taken into new graduate and postgraduate education. This paper proposes MESG1, a Master program in Services Engineering and Management compatible with the Bologna European framework. It is still a program to educate professional engineers, in the sense that graduates will be prepared to Conceive, Design, Implement and Operate (CDIO) complex value-added engineering systems. But MESG has a strong emphasis on: (i) understanding the innovative technologies now required for service provision, (ii) understanding the functional and the experience requirements of people using services, and (iii) management of the service CDIO process and understanding its value. Knowledge and experience about people and about business, in social-organizational environments, are important components in the advanced education of service engineers and managers.

Abstract

Abstract
The widespread usage of technology for service provision to customers has created a new and challenging environment for the design of interactive systems, with the emergence of technology enabled multi-channel services. Requirements engineers involved in the design of such service systems must actively work together with interaction designers and service managers to better integrate customer service experience and technology components, requiring unifying methods and tools within the emerging field of service science management and engineering. This paper proposes the service experience blueprint (SEB), a multidisciplinary method for the design of technology enabled multi-channel service systems and illustrates its application in two examples of redesign of banking services that involved an extensive study with more than 4,000 bank customers. The SEB method is based on concepts and tools from RE and interaction design, such as goal-oriented analysis and conceptual modeling, but also uses methods developed in the service and marketing fields, such as service blueprinting. SEB brings marketing research methods to the requirements process, as they can provide a useful contribution for the elicitation of customer experience requirements in service environments. By bringing together goal-oriented modeling and use case modeling from requirements engineering, with service blueprinting from service design, the SEB method contributes to creating a shared understanding and a unifying language to better support the design of new technology enabled multi-channel service systems, where technology and service issues are deeply intertwined.

Abstract
The proliferation of complex service systems raises new challenges for service design and requires new methods. Multilevel Service Design (MSD) is presented as a new interdisciplinary method for designing complex service systems. MSD synthesizes contributions from new service development, interaction design, and the emerging field of service design. MSD enables integrated development of service offerings at three hierarchical levels: (a) Designing the firm's service concept with the customer value constellation of service offerings for the value constellation experience; (b) Designing the firm's service system, comprising its architecture and navigation, for the service experience; and (c) Designing each service encounter with the Service Experience Blueprint for the service encounter experience. Applications of the MSD method are described for designing a new retail grocery service and for redesigning a bank service. MSD contributes an interdisciplinary service design method that accommodates the cocreative nature of customer experiences and enables experience integration from the design of the service concept through the design of the service system and service encounter.