Linköping Electronic Conference Proceedings
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Hybrid Water Cultures: implications for service relations with diverse water users in Sydney, Australia
Get PDFHow 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
Local resilience through Design: a theoretical framework for territorial regeneration.
Get PDFThe technological revolution and the current desire to reconnect with the land provide opportunities to design innovative relationships between citizens and communities for the development of regenerative activities and practices that lead to the creation of common welfare. The rural context is inclined to design strategies that involve significant changes in lifestyle by intervening in various fields with practices and activities aimed at territorial regeneration. Through different approaches, value and trust are created to co-design possible futures and transitional pathways to them. The aim of the paper is to propose a theoretical framework that considers the methodologies and activities typical of design discipline, creating guidelines for the application of innovative processes, with the intention of regenerating a place undergoing social abandonment and environmental deterioration
The Prototyping Service Experience as a Tool of Empathy and Research: from Finland to Chile
Get PDFThis article shows the journey of exploring a Finnish service prototyping laboratory with the purpose to create a similar environment in Chile with an emphasis on empathy. Service prototyping is one of the important stages of the service design process where all ideas converge and make visible the opportunities to improve services. Making ´the ideas visible´ happens through building collaborative mockups to shape and test possible solutions or service journeys. In Chile, service design is not widely developed and the prototyping stage is more common for the development of products than services. The article dive into the question ´How service prototyping can bring empathy and enhance research based on collaborative practice to improve people's experiences?´ The main conclusions highlight the characteristics of service prototyping as a key moment to incorporate empathy in the research stages to visualize the opportunities to improve services, results and user experience
A conceptual framework of roadmapping for digital service systems in smart cities
Get PDFSmart 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
Social Lab: Toward Value-Driven R&D&I in Collaboration with Citizens
Get PDFDigitalization is an important driver of valuable service offerings in most industrial sectors. With the increasing use of digital technologies, the negative consequences of digitalization have also attracted attention. To address this issue, R&D organizations need to ensure that their R&D&I process and its results are in alignment with desirable services that create value and mitigate citizens’ social concerns. This requires a close partnership with citizens. However, attempts to take the values of citizens as a driver of technology R&D&I remain limited and tend to be temporary. Therefore, we introduce the concept of the “social lab” as an R&D&I scheme emphasizing service and value as core elements to foster the R&D&I of digital technology in a socially acceptable manner. We introduce our development of a social lab and discuss the required processes and challenges, especially for developing citizen partnership
Issues integrating urban data and citizen participation
Get PDFThe smart city concept goes beyond expanding technology, including sustainability and citizen well-being. The growth of available datasets provides rich material for public management. However, the potential of this information is underused due to its breadth and complexity. One key challenge is associating it with qualitative research. To address this challenge, within the scope of a PhD research, a set of interviews were carried out with professionals working in the area of smart city and public development in three European cities. The aim was to identify issues and solutions in projects with urban data and citizen participation and better grasp their approaches. Some of the converging aspects highlighted pointed to the difficulty in engaging citizens in participatory processes, which requires different communication for diverse audiences. On the uncovered assets, lessons learned from adaptation to online workshops after the pandemic were also relevant to these processes. The overall insights gathered in this initial phase will guide the designing and testing of novel processes using emerging technologies in the future iterations of this research
Analysis of the Integration and Contribution of the SDGs to equitable global results in the light of Service Design: A scoping review
Get PDFThe construction of the 2030 agenda aims at sustainable, inclusive and collaborative development among countries to challenge them to transpose usual definitions and ideas in favour of equitable actions. To fulfil this purpose, the UN and Member States must assess progress made, obstacles faced and integration between the Sustainable Development Goals (SDGs). Through a scoping review, this study aims to answer the question: How integrated are the SDGs for an equitable global outcome? In the context of Brazil, what is the assessment of engagement and carrying out actions for the performance of the SDGs? What are design contributions to the evolution of the SDGs? The results indicate that in the global context, there remains a reduced collaborative posture, widening the abyss between countries. In Brazil, despite the efforts of the community and public institutions, the actions, supported by design practices and social innovation, are irregular and with evolving self-organization
Trust in the system and human autonomy in customer service chatbots
Get PDFWhen 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
Telemedicine services in Brazil: using service design to analyze experiences
Get PDFDue 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
Evaluation of the Archivio Vi.Vo Architecture: A Case Study on the Reuse of Legacy Data for Linguistic Purposes
Get PDFThe object of this paper is the validation of the Archivio Vi.Vo. architecture, developed within the CLARIN-IT consortium for the preservation and accessible consultation of historical oral archives. Following the first case study employing the Caterina Bueno archive, the goal is to now show how this innovative architecture is also suitable for conducting research investigations on the archival data and hosting different types of archives. The real use case study presented in this contribution, aims at employing the Angela Spinelli archive for conducting a sociophonetic investigation on Tuscan vernacular