From Users to Customers: HCI for Online Services

This paper discusses how different is the design of Human-Computer Interfaces (HCI) specifically tailored for online services. Unlike traditional HCI design methods, our proposal addresses issues specific to service interfaces such as the presence of customer information in the input, highly heterogeneous input and output, inseparability of production, ...etc. We draw from a multitude of previously reported experiences in services-related human-computer interfaces but never before systematized in for online services.