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Knowledge Base Repository

In addition to research papers, the Design Society is developing several valuable resources for those interested in the study of design. These include a repository of PhD theses, a library of case studies and transcripts of design activities, and an archive of our newsletters. Please note that these resources are accessible exclusively to Design Society members.

The relation between service and digital transition: implications for designers

Teresa Monti (1), Samuele Colombo (1), Francesca Montagna (1), Gaetano Cascini (2)

Type:
Papers
DS 129: Proceedings of the DESIGN2024 18th International Design Conference
Year:
2024
Editor:
Mario Štorga, Stanko Škec, Tomislav Martinec, Dorian Marjanović, Neven Pavković, Marija Majda Škec
Author:
Teresa Monti (1), Samuele Colombo (1), Francesca Montagna (1), Gaetano Cascini (2)
Series:
DESIGN
Institution:
1: Politecnico di Torino, Italy; 2: Politecnico di Milano, Italy
Section:
Design Organisation, Collaboration and Management
Page(s):
315-324
DOI number:
10.1017/pds.2024.34
ISSN:
2732-527X (Online)
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 transition, service transition, user-centred design, human behaviour
18th International Design Conference (DESIGN 2024)
Conferences

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