Document Type



This study is concerned with improving the Service Engineering methodology for experience-oriented service systems. It critiques the Service Engineering methodology based on the motivating example of automotive navigation service system design, and it describes the Service Experience Engineering (SEE) methodology, which extends Service Engineering by making three improvements, namely the use of formal models of experiences, service-experience requirement analysis, and the simulation of service experiences. The example presented here demonstrates that SEE can help capture context-wide service-experience requirements and translate them into functional requirements. This study further indicates that a methodology for engineering service experiences is possible and promising.