Understanding Perceived Control Principles & a Framework for Service Designers
Tony Poor, Miso Kim · Zenodo (CERN European Organization for Nuclear Research) · 2022
Desire for control is widely accepted as a driver of human behavior and a major factor in design work, yet despite strong evidence suggesting that the perception of control is crucial to quality service experiences, little has been written for service designers on the subject. We provide a framework to understand how the service experience is impacted by the user’s perceived control, supplementing our work with a case analysis of the travel industry and connecting theory and practice with a set of “design lenses” for designers to apply to their own work.