The relation between service and digital transition: implications for designers

Teresa Monti; Samuele Colombo; Francesca Montagna; Gaetano Cascini

doi:10.1017/pds.2024.34

The relation between service and digital transition: implications for designers

Teresa Monti^*, Samuele Colombo, Francesca Montagna, Gaetano Cascini

^*Corresponding author for this work

Design, Manufacturing And Engineering Management

Research output: Contribution to journal › Conference article › peer-review

Abstract

Service and digital transitions create a range of solutions by combining their features and introducing both human and automated agents as intermediaries. The paper classifies non/digital product/service and explores how these transitions change user involvement. A model is proposed to assess the user's role with human (service) and automated (digital) intermediaries. Utilizing user journey phases, the model is applied to four case studies, revealing commonalities in transition occurrences. Evidence suggest a potential adoption in design identifying the key phases per each transitions.

Original language	English
Pages (from-to)	315-324
Journal	Proceedings of the Design Society
Volume	4
DOIs	https://doi.org/10.1017/pds.2024.34
Publication status	Published - 16 May 2024
Event	The 18th International Design Conference - Dubrovnik, Croatia Duration: 20 May 2024 → 23 May 2024 https://www.designconference.org/

Keywords

user involvement
digital transformation
service transformation
user-centered design
human behaviour

Access to Document

10.1017/pds.2024.34Licence: CC BY-NC 4.0

the-relation-between-service-and-digital-transition-implications-for-designersFinal published version, 523 KBLicence: CC BY-NC-ND 4.0

Cite this

@article{838d0c6e32f74720b1e637a6a522a0a4,

title = "The relation between service and digital transition: implications for designers",

abstract = "Service and digital transitions create a range of solutions by combining their features and introducing both human and automated agents as intermediaries. The paper classifies non/digital product/service and explores how these transitions change user involvement. A model is proposed to assess the user's role with human (service) and automated (digital) intermediaries. Utilizing user journey phases, the model is applied to four case studies, revealing commonalities in transition occurrences. Evidence suggest a potential adoption in design identifying the key phases per each transitions.",

keywords = "user involvement, digital transformation, service transformation, user-centered design, human behaviour",

author = "Teresa Monti and Samuele Colombo and Francesca Montagna and Gaetano Cascini",

year = "2024",

month = may,

day = "16",

doi = "10.1017/pds.2024.34",

language = "English",

volume = "4",

pages = "315--324",

journal = "Proceedings of the Design Society",

issn = "2732-527X",

publisher = "Cambridge University Press",

note = "The 18th International Design Conference, DESIGN 2024 ; Conference date: 20-05-2024 Through 23-05-2024",

url = "https://www.designconference.org/",

}

TY - JOUR

T1 - The relation between service and digital transition

T2 - The 18th International Design Conference

AU - Monti, Teresa

AU - Colombo, Samuele

AU - Montagna, Francesca

AU - Cascini, Gaetano

PY - 2024/5/16

Y1 - 2024/5/16

N2 - Service and digital transitions create a range of solutions by combining their features and introducing both human and automated agents as intermediaries. The paper classifies non/digital product/service and explores how these transitions change user involvement. A model is proposed to assess the user's role with human (service) and automated (digital) intermediaries. Utilizing user journey phases, the model is applied to four case studies, revealing commonalities in transition occurrences. Evidence suggest a potential adoption in design identifying the key phases per each transitions.

AB - Service and digital transitions create a range of solutions by combining their features and introducing both human and automated agents as intermediaries. The paper classifies non/digital product/service and explores how these transitions change user involvement. A model is proposed to assess the user's role with human (service) and automated (digital) intermediaries. Utilizing user journey phases, the model is applied to four case studies, revealing commonalities in transition occurrences. Evidence suggest a potential adoption in design identifying the key phases per each transitions.

KW - user involvement

KW - digital transformation

KW - service transformation

KW - user-centered design

KW - human behaviour

U2 - 10.1017/pds.2024.34

DO - 10.1017/pds.2024.34

M3 - Conference article

SN - 2732-527X

VL - 4

SP - 315

EP - 324

JO - Proceedings of the Design Society

JF - Proceedings of the Design Society

Y2 - 20 May 2024 through 23 May 2024

ER -

The relation between service and digital transition: implications for designers

Abstract

Keywords

Access to Document

Fingerprint

Cite this