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HCI challenges for an Internet of services
Angela Kounkou, HCID - 21st April 2010
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Outline
• Services
• The Internet of Services
• HCI-related challenges
• Questions and discussion
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Service definition - 1
• “Products of economic activity that you can’t drop on your foot” (The Economist)
• Intangible. Processes. Not “owned”. Created, performed, contributed to.
• Have “touchpoints” – points of contact between the consumer and elements making up the service - that occur during the “user journey” - the consumers’ experiences with the service over time.
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Example
TFL:
• Service
• Touchpoints
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Service definition – 2: software services
• “Application that other applications and humans can discover and invoke” (Zakaria et al)
• Piece of software. Autonomous. Platform independent. Location independent. Modular.
• Can be published, discovered, executed, and/or composed with other pieces of software to form applications. In the case of Web services, these operations happen over the Internet.
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Web service: high level architecture diagram
• The service is published, discovered, and consumed – “as-is” or in a composition with other pieces of software.
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Software service example
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Service–based application example – the consumer is a developer
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Internet of Services - definition
• “An infrastructure that uses the Internet as a medium for offering and selling services” (Cardoso et al)
• Global network making electronic services available for use, reuse, composition etc. and connecting providers, consumers and facilitators throughout the world.
• Largely enabled by service-oriented computing• use web services as building blocks for the development of
distributed applications • Use web service standards to support the connection and exchange
of data between various apps
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An illustration of what it could be like: Siri mobile concierge
http://siri.com/about/
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Triggers for the IoS
• Growth of the service sector of the economy
• Technological advances, ubiquitous computing
• Growing consumer demand
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HCI related challenges for the IoS
Services
• What approaches and techniques to design seamless, coherent offline and online services?
• How to dynamically monitor and influence the consumer experience?
• How to measure the consumer experience?
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HCI related challenges for the IoS - 2
Software services
• How to support the human stakeholders in service-oriented computing?
• How to design for an unknown, unpredictable user?
• How to observe or measure the user experience?
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Questions, comments, discussion…
Then lab! Or drinks in the kitchen…
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Related links and/or reading
Mike Kuniavsky: Smart Things: Ubiquitous Computing User Experience Design (expected December 2010)
Zakaria, M., B. Djamal, and Nanjangud, C. N.: What can context do for web services? In Communications of the ACM, ACM Press (2006), 98-103.
Cardoso, J., Voigt, K. and Winkler, M.: Service Engineering for The Internet of Services In Enterprise Information Systems, Lecture Notes in Business Information Processing (2009) 15-27