Abstract
Designing AI products presents novel challenges that traditional design methods may be insufficient to tackle. With a growing shift from design of "products" to "services", service design is a promising approach to facing these new and unique challenges. However, little research has been done to understand how service design may contribute, or to identify how it might have been adopted and used in existing projects where AI solutions were designed. This research performed a scoping review on extant publications that highlighted two things: challenges faced by designers that perceived a role of service design, and how service design has been adopted in existing AI products design processes. The review findings revealed how service design can foster new collaborations, and how service blueprints and journey maps are being used in existing AI projects. We discuss future design and research opportunities for designers to utilize service design in designing AI applications.
Keywords
service design, artificial intelligence, machine learning, scoping review, collaborative networks
DOI
https://doi.org/10.21606/iasdr.2023.758
Citation
Tan, Y.,and Lee, J.(2023) The role of service design in designing and developing AI applications: Scoping review, in De Sainz Molestina, D., Galluzzo, L., Rizzo, F., Spallazzo, D. (eds.), IASDR 2023: Life-Changing Design, 9-13 October, Milan, Italy. https://doi.org/10.21606/iasdr.2023.758
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
Conference Track
shortpapers
Included in
The role of service design in designing and developing AI applications: Scoping review
Designing AI products presents novel challenges that traditional design methods may be insufficient to tackle. With a growing shift from design of "products" to "services", service design is a promising approach to facing these new and unique challenges. However, little research has been done to understand how service design may contribute, or to identify how it might have been adopted and used in existing projects where AI solutions were designed. This research performed a scoping review on extant publications that highlighted two things: challenges faced by designers that perceived a role of service design, and how service design has been adopted in existing AI products design processes. The review findings revealed how service design can foster new collaborations, and how service blueprints and journey maps are being used in existing AI projects. We discuss future design and research opportunities for designers to utilize service design in designing AI applications.