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Substituting Information for Interaction
2011 Annual SRII Global Conference
The service design literature contrasts informationintensive and experience-intensive domains and applications and makes proposals for different design methods that are most appropriate for each (e.g., ; ). This distinction seems sensible and useful when we contrast financial accounting with visits to Disneyland, but it begs some crucial design decisions for services nearer the middle of what is probably better viewed as a continuous design space. So instead of design principles ordoi:10.1109/srii.2011.93 fatcat:5xqwdgyxp5fv5g7tom2v7negmm