This article was downloaded by: [University of Alberta] On: 23 November 2014, At: 18:25 Publisher: Taylor & Francis Informa Ltd Registered in England and Wales Registered Number: 1072954 Registered office: Mortimer House, 37-41 Mortimer Street, London W1T 3JH, UK Journal of Industrial and Production Engineering Publication details, including instructions for authors and subscription information: http://www.tandfonline.com/loi/tjci21 Public service space remodeling based on service design and behavioral maps Sheng-Ming Wanga a Department of Interaction Design, National Taipei University of Technology, 1, ZhongXiao East Road, Section 3, Taipei 106, Taiwan, R.O.C. Published online: 19 Mar 2014. To cite this article: Sheng-Ming Wang (2014) Public service space remodeling based on service design and behavioral maps, Journal of Industrial and Production Engineering, 31:2, 76-84, DOI: 10.1080/21681015.2014.887595 To link to this article: http://dx.doi.org/10.1080/21681015.2014.887595 PLEASE SCROLL DOWN FOR ARTICLE Taylor & Francis makes every effort to ensure the accuracy of all the information (the âContentâ) contained in the publications on our platform. However, Taylor & Francis, our agents, and our licensors make no representations or warranties whatsoever as to the accuracy, completeness, or suitability for any purpose of the Content. Any opinions and views expressed in this publication are the opinions and views of the authors, and are not the views of or endorsed by Taylor & Francis. The accuracy of the Content should not be relied upon and should be independently verified with primary sources of information. 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Terms & Conditions of access and use can be found at http:// www.tandfonline.com/page/terms-and-conditions http://www.tandfonline.com/loi/tjci21 http://www.tandfonline.com/action/showCitFormats?doi=10.1080/21681015.2014.887595 http://dx.doi.org/10.1080/21681015.2014.887595 http://www.tandfonline.com/page/terms-and-conditions http://www.tandfonline.com/page/terms-and-conditions Public service space remodeling based on service design and behavioral maps Sheng-Ming Wang* Department of Interaction Design, National Taipei University of Technology, 1, ZhongXiao East Road, Section 3, Taipei 106, Taiwan, R.O.C. (Received September 2013; revised December 2013; accepted December 2013) The main purpose of this study is to remodel and improve public services by analyzing behavioral maps in relation to service design elements in public spaces. Modeling human spatial behavior in public spaces is of great interest to public service providers for creating the maximal benefit for the users. Adequate observations reveal significant information about the usersâ preferences, an essential consideration for public service designers. This study used behavioral maps and designed elements of public service spaces to document five human factors: physical, cognitive, social, cultural, and emotional reactions/adaptations. Prototype designs of the smart bench and the green trellis were placed in the case study area to assess user reactions. The results of this study show that the methodology proposed here can be used to investi- gate and develop a deeper understanding of the usersâ emotions, experiences, and preferences so as to enhance the design of public spaces and services. Keywords: service design; behavioral maps; public service; user experience; human factors 1. Introduction Current research on service design for public services indicates the importance of co-production: where the consumers â who in the case of a public service are both consumers and owners â materially participate in the production of the services they consume [23]. Modeling human behavior in pilot-test environments of public service spaces is a tool of great interest to public service providers and their clients. Such reality-based observa- tions reveal significant information about peopleâs spatial and behavioral preferences, which are essential consider- ations in public service design. As pointed out by Yan and Forsyth [22], the observation of peopleâs spatial behavior in public service spaces can serve as an indica- tor of successful public service design; on the other hand, such observations can also reveal wasted resources and, at times, the cause for usersâ dissatisfaction. How- ever, without a better understanding of human spatial behavior in specific settings, appropriate design norms are difficult to set up. Behavioral mapping [5]âwhich is a procedure of recording detailed observations of who does what, where, for a specified time intervalâhas been used to derive data from the field. This data has then been used to remodel the space where the behavior was observed. This study used behavioral mapping to record and analyze behavioral data collected in the public space of MRT Exit 4 of the ZhongxiaoâXinsheng station in Taipei. This study demonstrates the application of service design modifications to enhance the experience of users of a public space. The remainder of this article is structured as follows: Section 2 provides a literature review on service design and public service and how these two can be integrated to provide a better service experience in urban spaces. Section 3 introduces an observation framework and methodology used to analyze user experiences through their behavior. The acquired findings helped generate an understanding of the usersâ overall public space experi- ence. Service design methods are then used to conduct studies on how public services can be improved by exploring the influence of usersâ behavior to the quality of the public space. For illustration, case studies are implemented and discussed in Section 4. This study will use the five human factors observation framework to analyze peopleâs activity and behavior in the target area, at public squares in MRT Exit 4 of Taipeiâs ZhongxiaoâXinsheng station. In Section 5 two proto- types designed in response to specific behaviors and emotions of the users are evaluated using the Behavioral Prototype framework. Finally, the conclusions and future works of this study are presented in Section 6. 2. Literature review Moritz [15] defines services as intangible, canât be stored, canât be owned, and not separable from consump- tion. In an important way, service thinking is different from product thinking. In product thinking, after the product reaches the market, the product providerâs job is done. It is then the customerâs responsibility to use that product to reach the desired end. However, in service thinking, the service providerâs task is not finished until the customerâs need is fulfilled [4]. User satisfaction is the main consideration used to determine whether the provision of a service is complete. The fact that custom- ers, or users, typically need a series of interactions with *Email:
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[email protected] http://dx.doi.org/10.1080/21681015.2014.887595 their service provider makes it all the more necessary to employ service design for creating pleasant experiences for users and maximizing user satisfaction. Services are different from physical products because they tend to be intangible, heterogeneous, simultaneously produced and consumed, but perishable [2]. The provision of service can be related to various dimensions. Some examples include innovation in the service concept, the client interface, or the delivery system as well as in the associ- ated technology. Service design is commonly defined as âthe initiation, adoption and implementation of ideas or activity that is new to the adopting organization and that entails identifying and using opportunities to create new products, services, or work practicesâ [8]. Hence, [18] also define service to include all economic activities whose output is not a physical product or construction, that are generally consumed at the time they are produced, and that provide added value in the form of convenience, amusement, timeliness, comfort or health, all of which are essentially intangible concerns of the first purchaser. Service design can also be defined as the activity of planning and organizing people, infrastructure, communi- cation, and material components of a service in order to improve its quality and the interaction between the service provider and customers. Among these techniques, servicescape, customer journeys, service interface, etc. can be mentioned. [15]. One of the main concepts in service design is interaction. The servicescape or environmental image of the service is the result of a two-way process between the observer and the observerâs physical surroundings. Environments can help to create a pattern- and-place identity in which users can easily recognize and make sense of the environment [20]. Therefore, service design is not just for superficial appearance. Intelligent service design that incorporates various fields of expertise in the design process can help satisfy the user through stimulation of the userâs imagination and through other subtle influences. A user whose imagination is engaged, is drawn as an active participant into the design process itself. Hence, thoughtful service design can enhance the usersâ experience of a space and help make a public space a better environment for the users. Public spaces, as a crucial element of urban forma- tions, started appearing at least 6000 years ago. Within urban areas public space always existed, and they served a very important purpose. With the development of cities, the squares acquired more and more civic functions [7]. As pointed out by Kevin Lynch in his book âThe Image of the City,â users of public spaces understood their surroundings in consistent and predict- able ways by noting these five elements: paths, edges, districts, nodes, and landmarks [13]. The nodes in a city described by Lynch represent the focal points, intersec- tions, or loci [13]. In modern urban development, nodes in a city are described as the public spaces that have compact, mix-used development. These nodes serve the surrounding areas and are often accessible by high-order transit and good road networks. However, in terms of modern city development, such public spaces are often called âhubs,â semantically tagged as things related to physical world items [12]. The public spaces these days are also places or installations for cyber flow [10,16]. They are carriers for public services, such as broadcast- ing messages, but they also help convey urban meanings and identity for people and places [14]. Applying the service design concept to a public space turned out to be in some way different from its application to single products or services. This is because in the public space there is an absence of a structured sequence of actions and interactions, and this disjointed multiplicity of actions makes the userâs perception of the public space in a city ânot sustained, but partial, frag- mentary, mixed with other concernsâ [13]. Actually, sometimes it is even hard to define exactly what service is being provided in a public space because activities arise and conclude unexpectedly, and users can also per- form several actions at the same time. Meanwhile, some public spaces have a very deep cultural background; a strong local identity that represents the spirit of the city and its inhabitants, a valuable asset that [1] calls for a âquality without a name.â Thus, we conclude from the literature review that this study advances the previous work by integrating behavioral maps and service design in remodeling the public service in the public space. In addition, this study looks at the needs of the users as key stakeholders in the co-design, a consideration that improves the public service by improving the perception of fairness in the services provided. 3. Research methodology In this study, the research structure and the implementa- tion of the decision/action flow chart is shown in Figure 1. The ultimate goal of the process was to clas- sify what kind of prototype public space design element is needed for every identified user type, and then to Observation Mapping of user experiences and feelings using the five human factors framework Analysis of findings Mapping of key issues and user feelings to define the user types Identification of the kind of service idea to be a prototype solution Evaluation of the prototype Figure 1. The research structure and decision/action flow chart. Journal of Industrial and Production Engineering 77 D ow nl oa de d by [ U ni ve rs ity o f A lb er ta ] at 1 8: 25 2 3 N ov em be r 20 14 evaluate the benefit of the prototype. The idea of the study is to provide the very basic thinking that offers some service adaptations to solve the typical problems of the different user types. Observing usersâ activity and their behavior, includ- ing their emotions, in the target area will be the basic foundation for analyzing the user experiences [9]. The main issues that arise and any significant user problems that are revealed by the observation will become the key focus for this study that will then design solutions for the users. The usersâ physical pathways through the public service space, as well as user behavior in response to the services provided, will be the main considerations for the improvement of public service in terms of service design. This study uses the sum of multiple activities performed by individuals and groups of people when analyzing the public service in the case study area. The service design is then used to identify the most valuable attributes of the service and to help explore how these attributes can be reinforced or re-interpreted to create more vibrant and fascinating experiences for the users of that space. In some cases these attributes are not yet fully expressed or achieved, so the design team must perform meticulous observations in order to catch the spirit of the site and to define how this value can be built. Figure 2 shows the integrated, five-step, service design process that is used in this research: observation, reflection, making, socialization, and implementation. The human factors criteria which are derived from field observation and service design process are used for supporting observation of humans in the field, guiding this study to look for physical, cognitive, social, cultural, and emotional elements present in the situation to understand how the environment affects peopleâs overall experience. Understanding these five factors of a person in a structured way, and thinking about the interplay of these factors together, will give us a deeper understand- ing of the experience of that person [11]. This studyâs observation plan was based on the five human factors criteria, as shown in Table 1. Studying the emotional relationship between people and the material environment, especially in the observations of users of public spaces, can help designers create spaces that engender positive feelings, which is important in estab- lishing a more coherent, collaborative, and responsible society. Therefore, understanding how and why things evoke emotions is crucial to understanding society, and it is imperative for designing the environment of public spaces [6]. 4. Case study analysis and public service design This study will use the five human factors observation framework to analyze peopleâs activity and behavior in the target area, at public squares in MRT Exit 4 of Taipeiâs ZhongxiaoâXinsheng station. This targeted study area is along the NTUT ecological ponds, through the green gate and inside the MRT(shown in Figure 3) [19]. This study will narrow down the observation findings by analyzing several key issues and main problems that trigger user emotions, and the results of this analysis will be applied in improving the space for maximal public service. Developing the service idea becomes the first step in this study to build early prototypes for a solution. Based on the mapping of usersâ range of activities out- side MRT exit 4 (shown in Figure 4), three activities stand out. Some users of this space are sightseeing at NTUTâs ecological corridor; other users are using their mobile phones, sometimes seeming lost; and still others are sim- ply standing or sitting in the area waiting for someone. This study noticed that several users experienced a strong emotional connection to their activity, as they interacted with all the facilities and services in the target areas. In line with that, this study also tries to define several activi- ties in relation to the associated emotions. In compiling and classifying the observation results according to the structure shown in Figure 1, this study found that: (1) Some of the users get confused when they lose their direction. (2) Users seem bored when they are simply waiting for someone. Figure 2. The integrated service design process used in this research. 78 S.-M. Wang D ow nl oa de d by [ U ni ve rs ity o f A lb er ta ] at 1 8: 25 2 3 N ov em be r 20 14 (3) People look happy while chit-chatting with friends and colleagues. (4) Some users look in wonderment when they see the NTUT ecological corridor. (5) Some users are bothered about carrying big/ heavy pieces of luggage or about searching for their MRT easy cards. Images of usersâ experiences and emotions are shown in Figure 5. The behavior mapping presented several key issues and problems found at the study site. These key issues and the associated user emotions enabled this study to define four different types of user. These four types of users, with regard to their emotional feelings when interacting with the environment at the study site were: (1) Annoyed users: Those with several problems using the MRT facility; difficulties ranged from cumbersome luggage to problems finding their Easy Cards to inclement weather. (2) Anxious users: Those who were impatient while waiting for their friends or whose phone batteries were running out. Table 1. Five Human Factors Criteria Source: research results and [9] Five human factors criteria How users engage in relation to the criteria Physical How do people experience their physical interaction with the service facility? What do they do (e.g. open, carry, touch)as they transit the facility? Cognitive How do users bring meaning to the environment they interact with? What are the various interactions that require people to think? Social How do people behave, formally and informally, as they interact among others in this space? Cultural How do MRT and space users experience shared habits? Emotional How do people experience their feelings while interacting in the target area? What in the environment is triggering user emotion and feeling? Are people sad, aggravated, bothered, frustrated or happy? Figure 3. The case study area: NTUT green gate and ecological pond. Source: [19]. Figure 4. Mapping of usersâ activity diversity. Journal of Industrial and Production Engineering 79 D ow nl oa de d by [ U ni ve rs ity o f A lb er ta ] at 1 8: 25 2 3 N ov em be r 20 14 (3) Amazed users: Those who generally had the time to enjoy the pleasant atmosphere of the NTUT Ecological corridor. (4) Calm users: Those who were obviously travel- ing with a serious purpose and who passed through the area quickly and efficiently. Analysis of these four user types and their problems led to remodel the public service area of the case study. This study proposed solutions to address the basic problems of each type of user then created four proto- type design elements to modify the public service space. The prototypes are as follow: (1) The Green Trellis and Smart Bench for the amazed users. (2) An Informative Panel, Newspaper Kiosk, and Smart Bench Phone Charger for the anxious users. (3) A Luggage Mover and Easy Pass Sensing Device for annoyed users. (4) Easy Pass Sensing Device for the calm users. The first three prototypes described here were designed to be located in the public space outside MRT Exit 4. The Green Trellis and Smart Bench elements were sited near and in the NTUT log benches that already existed at the study location. The Informative Panel and Newspaper Kiosk will take place near the NTUT LED screen, while the Luggage Mover takes place in the stairs leading up from underground in MRT Exit 4. The Easy Bags Sensing Device is near the card machine, inside the MRT station. Based on field observations, this study found that many MRT users around Exit 4 area seemed to enjoy spending time near the NTUT green gate. This provides an opportunity to add something to that environment to further enhance the usersâ experience. The behavior mapping revealed that after coming out from MRT Exit 4, many users stand in a place that has shadow, so they can have shelter while waiting for someone. This study also noted the problem that in this area the MRT shelter was too small for a large group of people on a rainy day. This study proposed building a Green Trellis as a shelter above the existing log benches around MRT Exit 4, and also incorporating some additional features into the benches to make the prototype of Smart Benches. The design simulation of Green Trellis and Smart Bench prototype are shown in Figure 6. Furthermore, the Smart Bench was designed to put a phone-charging port inside the benches for providing the service to the anxious users whose phone batteries are running out. The other feature that will be provided is the integration of natural, relaxing music, and Wi-Fi radar around the green gate area that helps to create a more enjoyable area with user- friendly facility. This scenario provides users facilities where they can comfortably read, listening to music while sitting on the Smart Benches waiting for someone, and also be sheltered from sunlight or rain under the Green Trellis. The prototype Informative Panel and Newspaper Kiosk will provide useful, convenient information for users of the space, especially new MRT users as they Figure 5. Mapping of usersâ experiences and emotions. Figure 6. Green trellis and smart bench prototypes. 80 S.-M. Wang D ow nl oa de d by [ U ni ve rs ity o f A lb er ta ] at 1 8: 25 2 3 N ov em be r 20 14 enter or leave the MRT system at Exit 4. Users will find basic MRT information, such as a guide, a schedule, and an MRT alignment map, as well as information about MRT Exit 4âs neighborhood. A QR Code will be an option for users who tend to lose directions easily. The newspaper kiosk will make it possible for users to read a newspaper while they are sitting in the NTUT ecological corridor, and it will also enable those who are finished with their reading to deposit the newspapers as they enter the MRT system. People will be able to buy a newspaper with their Easy Card, which is developed by using near field communication (NFC) technology for small amount payment, by tapping the card on the sensor machine, and the newspaper cost will be deducted from the balance on the card. According to the study, the prototype Luggage Mover should benefit users with heavy bags or travelers with suitcases since no elevator or escalator is provided for the users of MRT Exit 4. Based on field observation near the MRT ticketing area, some of the MRT users are not able to find their Easy Card at rush hours. They continuously block the rush hour flow of people while searching their card. To address this issue, this study proposed an Easy Pass Sensing Device prototype. The Easy Pass Sensing Device is based on NFC technology [17,21], which can recognize the signal from a sensor card. Through these improvements, users are not only helping themselves but also helping others by making efficient use of their time, which is especially important for the Calm user who is rushing to work. 5. Experiments for prototypes evaluation The four early prototypes designed in response to specific behaviors and emotions of the users can be eval- uated using the system usability scale [3]. This method is used to simulate situations of user activity while using the prototype. However, in order to explore user experi- ences based on the five human factors framework derived using field observation and service design approach in the study, the Green Trellis and Smart Bench prototype are chosen for the evaluation by implementing practical experiments. 5.1. Smart Bench Prototype evaluation For evaluating the Smart Bench Prototype, the Smart Bench and its associated phone-charging station proto- type is installed in the side of the existing log benches, as shown in Figures 7 and 8. It provides different USB cords to accommodate a variety of phone types. A sign- age is located nearby the Smart Bench for encouraging users to stay and use the phone-charging station. Behavioral observation plan were proposed for implementing the evaluation. This study chose 11 amâ2 pm and 4 pmâ7 pm as the two periods of time for observation since these are the peak times for MRT users and pedestrians in the case study area. A video recording is set up in a secret place for recording user interaction with the Smart Bench Prototype. Some images extracted from the video are shown in Figure 9. In the aspect of qualitative analysis, the observation results showed that: (1) A number of users were curious about this Smart Bench feature. (2) After noticing it and the signage, they tended to come closer to find out how it works and where the power comes from. (3) Most users in the Calm category were observed to just have a glimpse of this prototype installa- tion as they passed by along the NTUT green gate. (4) Some users actually took the time to sit down and use the Smart Bench. (5) User behavior suggested that bigger and clearer signage and information on how to use the Smart Bench Prototype should be provided for further improvement of the prototype. In the aspect of quantitative analysis, this study ana- lyzed the contents of recorded video and created a classi- fication table based on usersâ behavior who approached the Smart Bench Prototype. Table 2 shows the statistics gathered from the prototype observation experiment. Figure 7. Smart Bench Prototype for phone charging. Figure 8. Smart Bench Prototype signage. Journal of Industrial and Production Engineering 81 D ow nl oa de d by [ U ni ve rs ity o f A lb er ta ] at 1 8: 25 2 3 N ov em be r 20 14 According to the analysis results of the recorded video, there are approximately 40% of people who passed by the Smart Bench without noticing it at all, and approximately another 40% of people simply glanced at the signage without approaching the Smart Bench. The other 20% of the people looked at the signage and approached the Smart Bench Phone Charger. For users to be classified under the âapproach but do nothingâ cat- egory, they are the persons who stayed around the area and really noticed the signage and stayed in front of the Smart Bench Prototype for at least 30 s. The second cate- gory of âapproach and look closerâ user is those people who took time to look closer at the prototype. The third category of user is those people who use either mobile device or camera and took pictures of the Smart Bench Prototype. The fourth category of user is those people who touched it. The last category of user is those people who sit on the Smart Bench and actually charge their mobile phone or device. According to the statistics shown in Table 2, more people use the Smart Bench Pro- totype in the afternoon peak hours. It fits the scenario where the mobile phone/devices of the anxious users are more likely to run out of battery in the afternoon. It also shows that the design of Smart Bench Prototype can fulfill the requirements of amazed users. It seemed that some of the users only touched it simply because they were curious about what kind of material the prototype is made of, or about whatâs inside the prototype, or where the power comes from. This study conjectured that users in the âApproach but do nothingâ and âApproach and look closer at itâ categories probably had mobile phones/devices that still had a full battery charge, or at least enough battery charge left that they didnât bother to use the prototype. This is especially true in the observation period of 11 amâ2 pm. As concluded from the observation results, though the Smart Bench Prototype is just a simple model, the user can use the service easily. 5.2. Green Trellis Prototype evaluation The other aspect of the prototype experiment is the Green Trellis. For this pilot study we substituted a tent for the Green Trellis, as shown in Figure 10. The pur- pose of this scale-down was to implement a low-cost method of evaluating whether users would stand under a sheltering object to avoid sunlight on a sunny day or get out of the pouring rain on a rainy day. This study presumed that people would be more likely to use the tent on a hot, sunny day or on a rainy day. Unfortunately, the weather on the day of the experi- ment was not really encouraging for people to use the tent, as it was neither sunny nor rainy. However, this study went ahead with the experimental observation in order to test the prototype and to see whether people would still use the tent in that kind of situation. The results show that, even though it was a cloudy day, some users still sat or stood under the tent, as shown in Figure 11. In order to verify the usability of the Green Trellis Prototype in the scenario of a rainy day, this study per- formed another observation. The observations performed in this research include the user experiences of Exit 4 of the MRT ZhongxiaoâXinsheng Station on a rainy day. As shown in Figure 12, users typically seek protection under the roof of MRT Exit 4. However, this buffer space is very limited, so when too many people crowd into the narrow space, the MRT exit is blocked. This same situation can occur on hot, sunny days also since users then tend to seek shelter under the roof from the hot rays of the sun. There is no other sheltered or heavily shaded place in the case study area. According to the results of the experiment and verification observation implemented in this research, the protective feature provided by the design of Green Trellis Prototype is a useful enhancement by the public space service in the case study area. Figure 9. Images of user interaction with Smart Bench Prototype. Table 2. Number of users for smart bench prototype based on experiment. Approach but do nothing Approach and look closer Take picture Touch it Use it Total approach 11 amâ2 pm 34 (27.8%) 21 (17.2%) 23 (18.8%) 26 (21.3%) 18 (14.7%) 122 4 pmâ7 pm 23 (14.1%) 36 (22.2%) 27 (16.6%) 48 (25.9%) 28 (17.2%) 162 82 S.-M. Wang D ow nl oa de d by [ U ni ve rs ity o f A lb er ta ] at 1 8: 25 2 3 N ov em be r 20 14 6. Conclusions and future works This study uses the integration of behavioral maps and service design to define human factors by classifying different kind of users and the services they need in the public space designated as the case study area. Through behavioral observation, certain emotional trends of the people who used this public service space are recognized. This led to defining the four types of users of this space: anxious, annoyed, amazed, and calm. Associated with each of these four types of users were several problems/issues found in the public space. The service design concept was applied to create a more supportive environment that provided better service in the target public space. The prototype design that was piloted generated positive responses in the usersâ behavior and emotions. The results of this study show that using the service design method is appropriate for guiding the remodeling of the public service in a public space. Further works will be focused on the integrating analysis of human factors, user types, and designed prototype proposed in this study. The development of urban interaction and the integration of using interaction design and interactive technology will also be discussed in future works. Figure 10. Installation of Green Trellis Prototype. Figure 11. Usersâ interaction with the tent substitute for the Green Trellis Prototype. Figure 12. Observation results of the user experiences at the Taipei MRT ZhongXiao-XinSheng stationâs Exit 4 on a rainy day. Journal of Industrial and Production Engineering 83 D ow nl oa de d by [ U ni ve rs ity o f A lb er ta ] at 1 8: 25 2 3 N ov em be r 20 14 Acknowledgments This study was supported by the National Science Council, Taiwan, (NSC 101-2410-H-027 -019 - and NSC 102-2410-H- 027 -014 -). The authors are grateful to this support. The authors would also like thank Miss Meutia Anizar, Miss Rhecel Molina, Mr Catur Hary, and Mr Wojciech Wilczek for their valuable help. Notes on contributor Sheng-Ming Wang is currently an assistant professor in the Graduate Institute of Interactive Media Design, National Taipei University of Technology, Taiwan. He received his BS degree in the Department of Urban Planning, National Cheng Kung University, Taiwan, in 1986, MS degree in Graduate Institute of Building and Planning from National Taiwan University, Taiwan, in 1992, and PhD degree in School of Computer Science, University of Leeds, UK, in 1998. 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Forsyth, âLearning the behavior of users in a public space through video tracking.â Applica- tion of Computer Vision, 2005. WACV/MOTIONSâ05 Volume 1. Seventh IEEE Workshops on, IEEE, Brecken- ridge, CO (2005). [23] Yoo, D., J. Zimmerman, A. Steinfeld, and A. Tomasic. âUnderstanding the space for co-design in ridersâ interac- tions with a transit service,â Proceedings of the 28th inter- national conference on Human factors in computing systems, ACM, Atlanta, GA (2010). 84 S.-M. Wang D ow nl oa de d by [ U ni ve rs ity o f A lb er ta ] at 1 8: 25 2 3 N ov em be r 20 14 Abstract 1. Introduction 2. Literature review 3. Research methodology 4. Case study analysis and public service design 5. Experiments for prototypes evaluation 5.1. Smart Bench Prototype evaluation 5.2. Green Trellis Prototype evaluation 6. Conclusions and future works Acknowledgments Notes on contributor References