The excitement around AI is often followed by concerns. As service designers who often play the role of advocates for our customers, how can we evolve the way we work to ensure we continue to play this role with integrity in a rapidly changing world?
{"title":"Is Ethical Tech Mythical? A deep-dive into service design and social sustainability","authors":"Payal Chakraborty, Nikhita Ghugari, Swar Raisinghani","doi":"10.30819/touchpoint.15-1.17","DOIUrl":"https://doi.org/10.30819/touchpoint.15-1.17","url":null,"abstract":"\u0000 The excitement around AI is often followed by concerns. As service designers who often play the role of advocates for our customers, how can we evolve the way we work to ensure we continue to play this role with integrity in a rapidly changing world?\u0000\u0000","PeriodicalId":498000,"journal":{"name":"Touchpoint","volume":"9 7","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-06-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141265412","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}
Pub Date : 2024-06-04DOI: 10.30819/touchpoint.15-1.02
Tanishqa Bobde
In today’s rapidly evolving technological landscape, human- centred design offers the potential for positive change. Navigating the complexities of emerging fields in a B2B setting poses an opportunity to mindfully combine AI and human approaches and expedite the process, from context and user research to ideation.
{"title":"The Implications of AI Powered Design Innovation in Emerging Industries","authors":"Tanishqa Bobde","doi":"10.30819/touchpoint.15-1.02","DOIUrl":"https://doi.org/10.30819/touchpoint.15-1.02","url":null,"abstract":"\u0000 In today’s rapidly evolving technological landscape, human-\u0000centred design offers the potential for positive change. Navigating the complexities of emerging fields in a B2B setting poses an opportunity to mindfully combine AI and human approaches and expedite the process, from context and user research to ideation.\u0000\u0000","PeriodicalId":498000,"journal":{"name":"Touchpoint","volume":"5 8","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-06-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141267481","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}
Pub Date : 2024-06-04DOI: 10.30819/touchpoint.15-1.15
M. Hormeß, Florian Bailey
While AI is becoming ubiquitous in the work of more and more service designers, there is less attention being paid to how it affects teams. ‘Teaming with AI’ is an open community that enables sharing, experimentation and exploration of teamwork rules within organisations, projects, or workshops in the age of AI. The community’s first white paper presents the results of the first years of experimentation and is highly relevant to service designers. In this article we share its core messages.
{"title":"‘Teaming with AI’ – A Community Exploration: Integrating AI into service design teams responsibly and effectively","authors":"M. Hormeß, Florian Bailey","doi":"10.30819/touchpoint.15-1.15","DOIUrl":"https://doi.org/10.30819/touchpoint.15-1.15","url":null,"abstract":"\u0000 While AI is becoming ubiquitous in the work of more and more service designers, there is less attention being paid to how it affects teams. ‘Teaming with AI’ is an open community that enables sharing, experimentation and exploration of teamwork rules within organisations, projects, or workshops in the age of AI. The community’s first white paper presents the results of the first years of experimentation and is highly relevant to service designers. In this article we share its core messages.\u0000\u0000","PeriodicalId":498000,"journal":{"name":"Touchpoint","volume":"65 2","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-06-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141268397","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}
Pub Date : 2024-06-04DOI: 10.30819/touchpoint.15-1.05
B. Raijmakers, Katy Barnard
As with any big transition, we don’t know exactly where AI will lead. Careful consideration is needed to meaningfully integrate AI into society in a way that respects people. The human-centred approach of design research within service design has already contributed to this across many life-altering digital revolutions – think of the internet and smartphones as two in our recent past. And it will continue to do so for the integration of AI, as we grow by expanding and applying existing methods and approaches.
{"title":"Paving the Way for Ethical AI Integration: How design research can help guide meaningful decisions","authors":"B. Raijmakers, Katy Barnard","doi":"10.30819/touchpoint.15-1.05","DOIUrl":"https://doi.org/10.30819/touchpoint.15-1.05","url":null,"abstract":"\u0000 As with any big transition, we don’t know exactly where AI will lead. Careful consideration is needed to meaningfully integrate AI into society in a way that respects people. The human-centred approach of design research within service design has already contributed to this across many life-altering digital revolutions – think of the internet and smartphones as two in our recent past. And it will continue to do so for the integration of AI, as we grow by expanding and applying existing methods and approaches.\u0000\u0000","PeriodicalId":498000,"journal":{"name":"Touchpoint","volume":"4 5","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-06-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141265972","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}
Pub Date : 2024-06-04DOI: 10.30819/touchpoint.15-1.11
Ricardo Martins
The rapid advancement of AI has brought about significant changes in various industries, and service design is no exception. As AI continues to evolve and become more sophisticated, it is crucial for service designers to understand its potential and learn how to effectively integrate it into their service offerings. This article explores the relationship between service design and AI, focusing on the current state of narrow AI and its impact on customer journeys, while also highlighting the importance of collaboration between service designers and AI experts.
{"title":"Designing AI-Powered Services: How narrow AI is transforming customer journeys and the role of service designers","authors":"Ricardo Martins","doi":"10.30819/touchpoint.15-1.11","DOIUrl":"https://doi.org/10.30819/touchpoint.15-1.11","url":null,"abstract":"\u0000 The rapid advancement of AI has brought about significant changes in various industries, and service design is no exception. As AI continues to evolve and become more sophisticated, it is crucial for service designers to understand its potential and learn how to effectively integrate it into their service offerings. This article explores the relationship between service design and AI, focusing on the current state of narrow AI and its impact on customer journeys, while also highlighting the importance of collaboration between service designers and AI experts.\u0000\u0000","PeriodicalId":498000,"journal":{"name":"Touchpoint","volume":"82 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-06-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141268414","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}
Pub Date : 2024-06-04DOI: 10.30819/touchpoint.15-1.12
Mary Jackson, Daniel Morales
AI technology is advancing rapidly and sparks both interest among businesses as well as fears of its potential consequences. While the prevailing mood is excitement for the technology's potential, most of the current AI discourse emphasises business and technology perspectives. To ensure AI solutions respond to the needs of the people they are intended to serve, we designers should get involved now, not later.
{"title":"Elevating Design Work: Design and AI in the Coming Era","authors":"Mary Jackson, Daniel Morales","doi":"10.30819/touchpoint.15-1.12","DOIUrl":"https://doi.org/10.30819/touchpoint.15-1.12","url":null,"abstract":"\u0000 AI technology is advancing rapidly and sparks both interest among businesses as well as fears of its potential consequences. While the prevailing mood is excitement for the technology's potential, most of the current AI discourse emphasises business and technology perspectives. To ensure AI solutions respond to the needs of the people they are intended to serve, we designers should get involved now, not later.\u0000\u0000","PeriodicalId":498000,"journal":{"name":"Touchpoint","volume":"7 4","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-06-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141267796","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}
Pub Date : 2024-06-04DOI: 10.30819/touchpoint.15-1.18
Yifan Gan
In this interview, Touchpoint Editor-in-Chief Jesse Grimes interviews Yifan Gan, a Shanghai-based consultant working at the intersection of service design and AI, and a Guest Editor of thisissue of Touchpoint. In addition to his consultancy work assisting Chinese firms with AI strategy and implementation, he is a lecturer for TongJi University and Shanghai Jiaotong University in service design and strategy.
{"title":"Meet the AI expert","authors":"Yifan Gan","doi":"10.30819/touchpoint.15-1.18","DOIUrl":"https://doi.org/10.30819/touchpoint.15-1.18","url":null,"abstract":"\u0000 In this interview, Touchpoint Editor-in-Chief Jesse Grimes interviews Yifan Gan, a Shanghai-based consultant working at the intersection of service design and AI, and a Guest Editor of thisissue of Touchpoint. In addition to his consultancy work assisting Chinese firms with AI strategy and implementation, he is a lecturer for TongJi University and Shanghai Jiaotong University in service design and strategy.\u0000\u0000","PeriodicalId":498000,"journal":{"name":"Touchpoint","volume":"8 12","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-06-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141267380","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}
Pub Date : 2024-06-04DOI: 10.30819/touchpoint.15-1.09
Suhaib Aslam, Sander Bogers
As we navigate complex service landscapes, how might we harness the power of generative AI to enhance the experience blueprinting process? Our explorations delve into the potential of AI in co-creating detailed, context-aware journeys – offering a fresh perspective on integrating AI with service design.
{"title":"An AI-enabled Approach to Experience Blueprinting: Co-creating healthcare experience journeys with AI","authors":"Suhaib Aslam, Sander Bogers","doi":"10.30819/touchpoint.15-1.09","DOIUrl":"https://doi.org/10.30819/touchpoint.15-1.09","url":null,"abstract":"\u0000 As we navigate complex service landscapes, how might we harness the power of generative AI to enhance the experience blueprinting process? Our explorations delve into the potential of AI in co-creating detailed, context-aware journeys – offering a fresh perspective on integrating AI with service design.\u0000\u0000","PeriodicalId":498000,"journal":{"name":"Touchpoint","volume":"22 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-06-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141266538","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}
Pub Date : 2024-06-04DOI: 10.30819/touchpoint.15-1.13
James J. Ress, Sara Edwards
Artificial Intelligence (AI) promises to revolutionise how healthcare organisations serve patients but harnessing this technology to design better services is fraught with unknowns and confounders. This is particularly true at academic medical centres, where orchestrating care is complex. To help leaders and clinicians at academic medical centres consider, develop and roll out AI-enabled services, we are proposing a blueprint called ‘Care- Centred AI’ (CCAI). This framework reimagines technology’s place in the delivery of complex care and reprioritises the patient-caregiver relationship in care delivery. Furthermore, the CCAI framework takes into account the strategic importance of leveraging data in an ethical way to further enable innovation and care across clinical pathways and operational value chains.
{"title":"A Blueprint for ‘Care-Centred AI’: Placing patients and caregivers at the forefront of academic medicine’s AI strategy","authors":"James J. Ress, Sara Edwards","doi":"10.30819/touchpoint.15-1.13","DOIUrl":"https://doi.org/10.30819/touchpoint.15-1.13","url":null,"abstract":"\u0000 Artificial Intelligence (AI) promises to revolutionise how healthcare organisations serve patients but harnessing this technology to design better services is fraught with unknowns and confounders. This is particularly true at academic medical centres, where orchestrating care is complex. To help leaders and clinicians at academic medical centres consider, develop and roll out AI-enabled services, we are proposing a blueprint called ‘Care-\u0000Centred AI’ (CCAI). This framework reimagines technology’s\u0000place in the delivery of complex care and reprioritises the\u0000patient-caregiver relationship in care delivery. Furthermore, the CCAI framework takes into account the strategic importance of leveraging data in an ethical way to further enable innovation and care across clinical pathways and operational value chains.\u0000\u0000","PeriodicalId":498000,"journal":{"name":"Touchpoint","volume":"5 12","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-06-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141267367","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}
Pub Date : 2024-06-04DOI: 10.30819/touchpoint.15-1.16
Erin Lee Carman, Emmanuel Fragnière, Marshall Sitten
The growing hype around AI follows an all-too-familiar pattern: the desire by organisations to supplant human expertise with technological tools. Service designers have a crucial role to play here as informal risk managers, guiding organisations toward an adoption of AI that enhances, rather than replaces, the human element in service.
{"title":"AI and Risk Management: The Critical Role of Service Designers: Guiding organisations toward responsible AI adoption","authors":"Erin Lee Carman, Emmanuel Fragnière, Marshall Sitten","doi":"10.30819/touchpoint.15-1.16","DOIUrl":"https://doi.org/10.30819/touchpoint.15-1.16","url":null,"abstract":"\u0000 The growing hype around AI follows an all-too-familiar pattern: the desire by organisations to supplant human expertise with technological tools. Service designers have a crucial role to play here as informal risk managers, guiding organisations toward an adoption of AI that enhances, rather than replaces, the human element in service.\u0000\u0000","PeriodicalId":498000,"journal":{"name":"Touchpoint","volume":"11 21","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-06-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141266314","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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