Call for Participation

Experience Design meets Service Design – Method Clash or Marriage?

A CHI’18 workshop in Montreal, Canada

Service design increasingly involves the integration of physical and digital service offerings. At the same time, user experience design increasingly involves the design of digital services via a more holistic view to the customer journey. The scope overlap between these two design practices is growing; however, the goals, methods, and underlying concerns remain quite different. Service design takes a systemic approach, and attempts to develop an ecology of interacting stakeholders. User experience design focuses on the user’s needs, and pushes the boundaries of new technology to create entirely new experiences.

This workshop investigates the growing overlap between service and user experience design and charts a course for more effective integration between these two ways of designing. The workshop has four objectives:

  1. Discuss the similarities and differences between these two design practices.
  2. Share your successes and failures when blending service and experience design.
  3. Identify key issues that the service design and experience design research communities must address.
  4. Form connections with a global group of designers and design researchers working at the intersection of these two practices.

Important Dates

Deadline for papers: February 2, 2018
Notification of acceptance: February 22, 2018
Final version of papers: March 10, 2018
Workshop: Sunday April 22, 2018


We invite design practitioners and researchers from industry and the academe to submit short workshop papers discussing their experiences and concerns around the overlap between service design and user experience design. Papers could address any of the following topics.

  • Opportunities and challenges in bringing these fields closer together
  • Case studies on designing in the intersection of UX and Service design
  • Approaches to designing for and evaluating experiences along a service journey and service network
  • Ideology, methodology and terminology challenges
  • Analysis of earlier research in this area.

Papers must be 6 pages or shorter and follow the workshop paper format. Please submit your paper through EasyChair system by February 2, 2018. Please do not anonymize your submission, since we want to guarantee diversity. Based on the submitted papers, we will select a diverse set of participants to join us and share their ideas and experiences. If your paper is selected, at least one author must attend the workshop and at least one day of the ACM CHI Conference.


The CHI’18 workshop fee is $200 USD. Workshop participants also need to register to at least one day of the conference, see the registration fees.