DSD an der Karlsruher Institut für Technologie

“Digital services” are services, which are obtained and/or arranged through a digital transaction (information, software modules, or consumer goods) over internet protocol

about solving real-world problems by searching for attractive and practical solutions creating value for the customer

Digital Services Design is holistic and interdisciplinary: 

• Strategy 
• Business model 
• User research 
• Conceptualization & Prototyping 
• Technical architecture and implementation 
• Evaluation

• Human-Centered-Design
• Scaled Agile Framework (beinhaltet Scrum)
• ITIL

A person who interacts with an interactive technology in order to perform a task. 

Primary User 

• a user who uses the interactive system for its intended purpose 
• Bank customer using a Cash dispenser

Secondary User 

• a user who carries out support tasks with the interactive system, 
• Bank employee who restocks a Cash dispenser

Indirect User 

• user who uses the output of the interactive system, but who does not interact directly with it.
• Bank customer who receives an electronic Statement

A set of activities undertaken in order to achieve a specific goal

The physical, social and technical conditions in which a user interacts with an interactive system.

All means required to use an interactive system. 

• reusable resources – for example: equipment, information and available human-based and system-based support; 
• exhaustible resources – for example: time, human effort, financial resources and materials

the intended outcome

• Goals are used in human-centreddesign to express the intention of users on a high level without foreclosing technical solutions. 
• The concepts “goal” and “user need” are related. 
• A goal is typically expressed in the form of a condition or state. In contrast, a task is typically expressed in the form of an activity

• Functionality
• Accessibility 
• Usability 
• User Experience

is the extent to which an interactive system enables users to interact with it, regardless of their level of vision, hearing, dexterity, cognition, physical mobility, etc

The extent to which a system, product, or service can be used by specified users to achieve specified goals with effectiveness, efficiency and satisfaction in a specified context of use

You can not tell whether something is usable without considering

• the user
• the goals
• the task
• the context