Technological growth is realizing an ever more intelligent and convenient future. But is this future equal, and what role does service design hold in addressing, or exacerbating, these inequalities? The relationship between technology and inequality is fluid, moving from the elimination of existing inequalities to the creation of new ones, and service design has the potential to impact this relationship. However, current literature to identify this potential is limited, with service design’s contribution to the technology-inequality-design nexus not clearly identified. This paper analyses the mutual relationship between technology, inequality, and service design, and proposes a novel framework incorporating four dimensions of service design and their links to inequality and applies the framework to autonomous vehicle (AV) technology as an example. More broadly, the framework can be used by service designers to identify different dimensions of hidden inequality within service design.
{"title":"Detecting tech-driven inequalities: a service design framework","authors":"Qiling Long, Dan Mu, K. Siu, Joseph R. Peissel","doi":"10.3384/ecp203066","DOIUrl":"https://doi.org/10.3384/ecp203066","url":null,"abstract":"Technological growth is realizing an ever more intelligent and convenient future. But is this future equal, and what role does service design hold in addressing, or exacerbating, these inequalities? The relationship between technology and inequality is fluid, moving from the elimination of existing inequalities to the creation of new ones, and service design has the potential to impact this relationship. However, current literature to identify this potential is limited, with service design’s contribution to the technology-inequality-design nexus not clearly identified. This paper analyses the mutual relationship between technology, inequality, and service design, and proposes a novel framework incorporating four dimensions of service design and their links to inequality and applies the framework to autonomous vehicle (AV) technology as an example. More broadly, the framework can be used by service designers to identify different dimensions of hidden inequality within service design.","PeriodicalId":285622,"journal":{"name":"Linköping Electronic Conference Proceedings","volume":"35 20 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-11-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139216327","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
How do diverse communities encounter and respond to government water services? This paper explores shifting cultural dynamics of a diverse group of Mandarinspeaking migrants in Sydney, Australia and implications for services in the context of a research project with a major water utility. Significant challenges for water services in Australia were unpacked. The central challenge we explore in this paper is the validity of the operational category of the ‘average customer’ which had been relatively stable for Sydney Water for over a century. However, in the last 20 years, the culture of Australia has shifted away from Europe and toward Asia. Questions around communication, information sharing, governance and management, were provoked. The take up of our research in Sydney Water’s customer education and engagement strategies has fostered more diverse and inclusive representations and points to the value of nuanced social and cultural research in service design contexts.
{"title":"Hybrid Water Cultures: implications for service relations with diverse water users in Sydney, Australia","authors":"Abby Mellick Lopes, Zoë Sofoulis","doi":"10.3384/ecp203005","DOIUrl":"https://doi.org/10.3384/ecp203005","url":null,"abstract":"How do diverse communities encounter and respond to government water services? This paper explores shifting cultural dynamics of a diverse group of Mandarinspeaking migrants in Sydney, Australia and implications for services in the context of a research project with a major water utility. Significant challenges for water services in Australia were unpacked. The central challenge we explore in this paper is the validity of the operational category of the ‘average customer’ which had been relatively stable for Sydney Water for over a century. However, in the last 20 years, the culture of Australia has shifted away from Europe and toward Asia. Questions around communication, information sharing, governance and management, were provoked. The take up of our research in Sydney Water’s customer education and engagement strategies has fostered more diverse and inclusive representations and points to the value of nuanced social and cultural research in service design contexts.","PeriodicalId":285622,"journal":{"name":"Linköping Electronic Conference Proceedings","volume":"6 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-11-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139216854","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Smart cities have gained attention recently as a means of addressing the complex and diverse urban problems. Smart city initiatives are regarded as a systematic transformation to a sustainable city through the design and implementation of a digital service system (DSS) that offers functionality to citizens through the holistic integration of digital technology, urban assets, and physical products. However, DSS implementation often conflicts with current social norms and customs owing to the lack of consideration of the social and human aspects of the target city. This study developed a conceptual framework for the strategic design and implementation of DSS in smart cities. Specifically, technology roadmapping (TRM) is adopted as a core technique. This study suggests DSS roadmapping framework that modified TRM to enable strategic planning of DSS through expressing the interaction between technology and social aspect based on the requirements to be considered in its design and implementation.
{"title":"A conceptual framework of roadmapping for digital service systems in smart cities","authors":"Y. Mitake, F. Akasaka, Kentaro Watanabe","doi":"10.3384/ecp203058","DOIUrl":"https://doi.org/10.3384/ecp203058","url":null,"abstract":"Smart cities have gained attention recently as a means of addressing the complex and diverse urban problems. Smart city initiatives are regarded as a systematic transformation to a sustainable city through the design and implementation of a digital service system (DSS) that offers functionality to citizens through the holistic integration of digital technology, urban assets, and physical products. However, DSS implementation often conflicts with current social norms and customs owing to the lack of consideration of the social and human aspects of the target city. This study developed a conceptual framework for the strategic design and implementation of DSS in smart cities. Specifically, technology roadmapping (TRM) is adopted as a core technique. This study suggests DSS roadmapping framework that modified TRM to enable strategic planning of DSS through expressing the interaction between technology and social aspect based on the requirements to be considered in its design and implementation.","PeriodicalId":285622,"journal":{"name":"Linköping Electronic Conference Proceedings","volume":"330 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-11-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139217237","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Soundscape thinking - i.e., the capability to consider the experiential possibilities offered by a sound environment - has been characterized as critical for all those design activities connected to city making. Yet, traditional design disciplines operating within the urban domain (architecture, urban planning, service design, etc.) do not routinely engage with processes that systematically identify, control, and change soundscapes. This paper explores how customized service design methods - user journey, service blueprint, and a facilitation toolkit - have been envisioned and piloted within the context of a service design project anchored to the main football stadium of Copenhagen. These methods allowed the service designers and stakeholders involved in the participatory design project to understand existing soundscapes and tweak them by adapting specific touchpoints.
{"title":"Potential and pitfalls of using service design to facilitate soundscape thinking in city making","authors":"Federico Di Fresco Paganini, Luca Simeone","doi":"10.3384/ecp203090","DOIUrl":"https://doi.org/10.3384/ecp203090","url":null,"abstract":"Soundscape thinking - i.e., the capability to consider the experiential possibilities offered by a sound environment - has been characterized as critical for all those design activities connected to city making. Yet, traditional design disciplines operating within the urban domain (architecture, urban planning, service design, etc.) do not routinely engage with processes that systematically identify, control, and change soundscapes. This paper explores how customized service design methods - user journey, service blueprint, and a facilitation toolkit - have been envisioned and piloted within the context of a service design project anchored to the main football stadium of Copenhagen. These methods allowed the service designers and stakeholders involved in the participatory design project to understand existing soundscapes and tweak them by adapting specific touchpoints.","PeriodicalId":285622,"journal":{"name":"Linköping Electronic Conference Proceedings","volume":"3 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-11-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139218609","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
This article aims to review service design (SD) and UX design (UXD) with the intention of proposing a delineation of the differences and similarities between service design and user experience design. The focus of this proposal is to emphasize service design as a field of knowledge and to enable future explorations of UXD contributions to SD and not the other way around. The specific purposes are: 1) differentiate the particularities of service design; 2) differentiate the particularities of the UX design; 3) list points of convergence between service design and UXD; mitigate terminological ambiguities. It is expected to find in the literature eminent ideas that allow us to imagine models of macro structures aiming to produce a comparative framework between different approaches when it comes to practice in SD and UXD.
{"title":"Differences and similarities between service design and UX design: a proposal","authors":"Diogo Camillo","doi":"10.3384/ecp203025","DOIUrl":"https://doi.org/10.3384/ecp203025","url":null,"abstract":"This article aims to review service design (SD) and UX design (UXD) with the intention of proposing a delineation of the differences and similarities between service design and user experience design. The focus of this proposal is to emphasize service design as a field of knowledge and to enable future explorations of UXD contributions to SD and not the other way around. The specific purposes are: 1) differentiate the particularities of service design; 2) differentiate the particularities of the UX design; 3) list points of convergence between service design and UXD; mitigate terminological ambiguities. It is expected to find in the literature eminent ideas that allow us to imagine models of macro structures aiming to produce a comparative framework between different approaches when it comes to practice in SD and UXD.","PeriodicalId":285622,"journal":{"name":"Linköping Electronic Conference Proceedings","volume":"43 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-11-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139221884","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Lina Samper-Santamaria, Santiago De Francisco Vela
In 2011, the Poly Implant Prothese breast implant scandal broke out worldwide. Since then, legal firms have represented affected women, collectively suing TÜV-Rheinland, who certified the quality of PIPs for nearly ten years. However, it is estimated that around 24% of these women cannot remove the implants. On top of this, women have suffered various repercussions. Many have created coping mechanisms to deal with these situations. We introduce Des(·)Teta, a new service that focuses on healing rituals for women during breast implant removal. A non-profit organization delivers the service that offers discounts on the explant surgery and recovery process besides the healing ritual. Des(·)Teta highlights the importance of resignifying a traumatic experience. This resignification is embedded by a stamp of the capsule created by the body to protect it. This stamp is a symbol of a new beginning for women.
{"title":"Des ( · ) Teta: Healing ritual for women in the process of breast implant removal","authors":"Lina Samper-Santamaria, Santiago De Francisco Vela","doi":"10.3384/ecp203048","DOIUrl":"https://doi.org/10.3384/ecp203048","url":null,"abstract":"In 2011, the Poly Implant Prothese breast implant scandal broke out worldwide. Since then, legal firms have represented affected women, collectively suing TÜV-Rheinland, who certified the quality of PIPs for nearly ten years. However, it is estimated that around 24% of these women cannot remove the implants. On top of this, women have suffered various repercussions. Many have created coping mechanisms to deal with these situations. We introduce Des(·)Teta, a new service that focuses on healing rituals for women during breast implant removal. A non-profit organization delivers the service that offers discounts on the explant surgery and recovery process besides the healing ritual. Des(·)Teta highlights the importance of resignifying a traumatic experience. This resignification is embedded by a stamp of the capsule created by the body to protect it. This stamp is a symbol of a new beginning for women.","PeriodicalId":285622,"journal":{"name":"Linköping Electronic Conference Proceedings","volume":"30 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-11-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139222957","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Lene Nielsen, Olivia Harre, Jose Abdelnour-Nocera, Christina Li
This reflective paper proposes a research agenda that investigates and questions how and if we need to assess the service design tools and their usability in the context of organisations’ design maturity. Maps and tool in the service design toolbox are perceived as straightforward by some organisations, however for organisations with low service design maturity such tools can pose challenges in how to utilise and leverage their potential. As a direction for future studies, this research agenda sheds light on how common service design tools are affected by organisational usability and maturity.
{"title":"Proposing organisational usability as an enabler of organisational service design maturity","authors":"Lene Nielsen, Olivia Harre, Jose Abdelnour-Nocera, Christina Li","doi":"10.3384/ecp203039","DOIUrl":"https://doi.org/10.3384/ecp203039","url":null,"abstract":"This reflective paper proposes a research agenda that investigates and questions how and if we need to assess the service design tools and their usability in the context of organisations’ design maturity. Maps and tool in the service design toolbox are perceived as straightforward by some organisations, however for organisations with low service design maturity such tools can pose challenges in how to utilise and leverage their potential. As a direction for future studies, this research agenda sheds light on how common service design tools are affected by organisational usability and maturity.","PeriodicalId":285622,"journal":{"name":"Linköping Electronic Conference Proceedings","volume":"119 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-11-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139223491","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
When Artificial Intelligence systems are not explained clearly to users, it can negatively affect their interactions and compromise their perceptions of a brand. When designing and developing conversational agents that deal with the client, it is crucial to consider that they are a service and follow human-centered Artificial Intelligence (HCAI) approaches. This study discusses two HCAI frameworks, relate them to trust in the system and human autonomy and define how these guidelines could be met in customer service chatbot. A survey was conducted to determine if users' views about their interactions with chatbots aligned with the recommended guidelines and how this affected their senses mentioned above. The analysis of the responses indicates that those human-centered Artificial Intelligence approaches still need to be prioritized or even met in customer service chatbot development. Users have reported unpleasant experiences with such services, leading to a decrease in their trust and autonomy.
{"title":"Trust in the system and human autonomy in customer service chatbots","authors":"Ana Gervazoni, Manuela Quaresma","doi":"10.3384/ecp203072","DOIUrl":"https://doi.org/10.3384/ecp203072","url":null,"abstract":"When Artificial Intelligence systems are not explained clearly to users, it can negatively affect their interactions and compromise their perceptions of a brand. When designing and developing conversational agents that deal with the client, it is crucial to consider that they are a service and follow human-centered Artificial Intelligence (HCAI) approaches. This study discusses two HCAI frameworks, relate them to trust in the system and human autonomy and define how these guidelines could be met in customer service chatbot. A survey was conducted to determine if users' views about their interactions with chatbots aligned with the recommended guidelines and how this affected their senses mentioned above. The analysis of the responses indicates that those human-centered Artificial Intelligence approaches still need to be prioritized or even met in customer service chatbot development. Users have reported unpleasant experiences with such services, leading to a decrease in their trust and autonomy.","PeriodicalId":285622,"journal":{"name":"Linköping Electronic Conference Proceedings","volume":"184 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-11-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139224064","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Due to its long regulatory process, telemedicine is an immature service modality in Brazil. With the coronavirus pandemic, users experienced for the first time remote care in the face of quarantine and social isolation. This study analyzes the experience of beginner users in telemedicine services during the period of the COVID-19 pandemic. The analysis was based on the context of service design where people were interviewed and tools such as blueprint, user profile and brainstorming were used in the process. With these tools, the analysis process became agile to identify the complaints and expectations of users by visually understanding the services used. The results highlight touchpoints categories and lessons learned regarding the experience with telemedicine in a fortuitous period. Understanding the experiences of those involved help researchers and service providers design new telemedicine services considering this current practice in Brazil.
{"title":"Telemedicine services in Brazil: using service design to analyze experiences","authors":"Larissa Farias, Carla Cipolla","doi":"10.3384/ecp203081","DOIUrl":"https://doi.org/10.3384/ecp203081","url":null,"abstract":"Due to its long regulatory process, telemedicine is an immature service modality in Brazil. With the coronavirus pandemic, users experienced for the first time remote care in the face of quarantine and social isolation. This study analyzes the experience of beginner users in telemedicine services during the period of the COVID-19 pandemic. The analysis was based on the context of service design where people were interviewed and tools such as blueprint, user profile and brainstorming were used in the process. With these tools, the analysis process became agile to identify the complaints and expectations of users by visually understanding the services used. The results highlight touchpoints categories and lessons learned regarding the experience with telemedicine in a fortuitous period. Understanding the experiences of those involved help researchers and service providers design new telemedicine services considering this current practice in Brazil.","PeriodicalId":285622,"journal":{"name":"Linköping Electronic Conference Proceedings","volume":"19 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-11-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139225412","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Eva Liisa Kubinyi, Meghan Lazier, Maarja Mõtus, Josina Vink
Amid the shift to embrace systems thinking within service design, there is often a tendency to reduce many coexisting systems into one. This paper builds on recent literature that calls for a more mindful approach to working with plurality amid and between systems in service design. Using a research through design approach in the context of Estonia youth mental health systems, this paper presents a framework for holding onto the tensions that arise between multiple logics in new service development and maintaining logic hybridity in the service design process. By exploring how such a framework informs service design decisions and its implications, this research offers inspiration for thoughtfully negotiating plurality in practice.
{"title":"Designing for Logic Hybridity in New Service Development: A Case of the Estonian Youth Mental Health Systems","authors":"Eva Liisa Kubinyi, Meghan Lazier, Maarja Mõtus, Josina Vink","doi":"10.3384/ecp203050","DOIUrl":"https://doi.org/10.3384/ecp203050","url":null,"abstract":"Amid the shift to embrace systems thinking within service design, there is often a tendency to reduce many coexisting systems into one. This paper builds on recent literature that calls for a more mindful approach to working with plurality amid and between systems in service design. Using a research through design approach in the context of Estonia youth mental health systems, this paper presents a framework for holding onto the tensions that arise between multiple logics in new service development and maintaining logic hybridity in the service design process. By exploring how such a framework informs service design decisions and its implications, this research offers inspiration for thoughtfully negotiating plurality in practice.","PeriodicalId":285622,"journal":{"name":"Linköping Electronic Conference Proceedings","volume":"46 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-11-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139225665","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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