Design Factors for Service Interfaces and Usability based on Service Flow and Human Service

Objective: The aim of this study is to investigate design factors for service interface and usability based on service flow and human service. Background: Competitive of service organization is determined by service delivery system as management of service processes and motivation of employees. In the other sides, service delivery system as management include interface factor about service flow and human service. However there are few studies regarding the design factors of service interface design. Proper service interface could be designed through investigating the design factor for service interfaces and usability. Method: Entire services industry were divide four type of service industry. Four represent services were selected in the four service industry sector. Service process was divided into three steps. The association between service design factor and usability based on service flow and human service were measured by the questionnaire. Survey was conducted 200 participants of four industries by three steps of service process. Results: In terms of service flow factor, customer-oriented services were preferred for improving satisfaction. In terms of human service factor, the human service that is near by the customer and customer-oriented was preferred. Conclusion: Service delivery system need to be design reflecting the interface between customer and service process by design factors based on service flow and human service. Specifically, design factors are a difference by characteristics of industry sector and service process steps. This study investigated the design factors for service interface design by service sector and service process steps. Based on these results, the guidelines for the design of service interface design have been provided.