Document details

The development and widespread market acceptance of recent technological devices, such as smart phones and tablets, poses new challenges and great opportunities for innovative service designs. In fact these devices no longer merely replicate the same functionalities in different contexts, they can also dynamically interact among themselves when in close proximity. Thus, this is a two-fold challenge for service designers, they must handle the additional points of contact between service providers and their customers independently, and also in combinations. In this paper we present the relevant concepts for designing multi-interface services, and also introduce the concept of dynamic service interfaces. We illustrate these dynamic service interfaces by presenting an application to the design of a new multimedia service. This service makes use of dynamic service interfaces to deliver an improved and innovative customer experience. © 2013 IEEE.