Applying design science research to innovations at ICT-enabled service

Abstract

The advancement of information and communication technologies (ICT) has triggered many ICT-enabled services. The application of design science research (DSR) in ICT research is growing and producing rapidly [24]. In this study, we adapt DSR approach to develop an ICT-enables service, the iPalace video channel (iPalace) built on the cloud computing infrastructure. From the senior management and the literature review in museum fields and system engineering, the prerequisites for the iPalace are first confirmed. Based upon the prerequisites and the DSR concept, a design framework for the new ICT-enabled service is proposed. The proposed design framework includes (1) the service blueprint that delineates the entire ICT-enabled parts of service system in a diagram, (2) the UI design table that describes the portion of ICT-enabled service encounter that encourages active customer participation in the service process, and (3) the pseudo code design that results in a picture of corresponding ICT-enabled workflow of the service system amongst middle-office and back-office activities which may be intra-organizational or inter-organizational. Via the questionnaires for evaluating the customer acceptance regarding the performance of iPalace prototype, we have evaluated the proposed design framework for the ICT-enabled service system.