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ENGAGING END USERS IN AN AI-ENABLED SMART SERVICE DESIGN - THE APPLICATION OF THE SMART SERVICE BLUEPRINT SCAPE (SSBS) FRAMEWORK

Published online by Cambridge University Press:  27 July 2021

Fan Li  and
Yuan Lu
Fan Li*
Affiliation:
Eindhoven University of Technology
Yuan Lu
Affiliation:
Eindhoven University of Technology
*
Li, Fan, Eindhoven University of Technology, Industrial design, Netherlands, The, f.li@tue.nl

Abstract

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Artificial Intelligence (AI) has expanded in a diverse context, it infiltrates our social lives and is a critical part of algorithmic decision-making. Adopting AI technology, especially AI-enabled design, by end users who are non-AI experts is still limited. The incomprehensible, untransparent decision-making and difficulty of using AI become obstacles which prevent these end users to adopt AI technology. How to design the user experience (UX) based on AI technologies is an interesting topic to explore.

This paper investigates how non-AI-expert end users can be engaged in the design process of an AI-enabled application by using a framework called Smart Service Blueprint Scape (SSBS), which aims to establish a bridge between UX and AI systems by mapping and translating AI decisions based on UX. A Dutch mobility service called ‘stUmobiel ’ was taken as a design case study. The goal is to design a reservation platform with stUmobiel end users. Co-creating with case users and assuring them to understand the decision-making and service provisional process of the AI-enabled design is crucial to promote users’ adoption. Furthermore, the concern of AI ethics also arises in the design process and should be discussed in a broader sense.

Keywords

Artificial intelligenceService designEthicsUser experienceSmart service blueprint scape (SSBS) framework
Type
Article
Information
Proceedings of the Design Society , Volume 1: ICED21 , August 2021 , pp. 1363 - 1372
Creative Commons
Creative Common License - CCCreative Common License - BYCreative Common License - NCCreative Common License - ND
This is an Open Access article, distributed under the terms of the Creative Commons Attribution-NonCommercial-NoDerivatives licence (http://creativecommons.org/licenses/by-nc-nd/4.0/), which permits non-commercial re-use, distribution, and reproduction in any medium, provided the original work is unaltered and is properly cited. The written permission of Cambridge University Press must be obtained for commercial re-use or in order to create a derivative work.
Copyright
The Author(s), 2021. Published by Cambridge University Press

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