Abstract
Transparency is one of the principles to promote sustainable provision of services, being the ability of a service to communicate social, environmental and economic practices and performance. Digital technologies are continuously expanding the possibilities to increase the level of transparency across all stakeholders associated with service profession. However, while transparency has been pointed to as a key priority in innovation agendas in various sectors, there is still lack of knowledge on its practical implications for service design. The food sector is one of the most critical in terms of addressing transparency, due to the global need for transformations in food production and consumption systems, in order to become more inclusive, sustainable and healthy. This research conducted ex-post-facto case studies, followed by an Action Design Research carried out within a small company of organic food delivery. The paper presents the outline of a framework to diagnose the state of transparency on a service that can also be used on the creative phase of the Service Design process.
Keywords
transparency, digital services, food sector, sustainability
DOI
https://doi.org/10.21606/servdes2020.29
Citation
Lomba, M.,and dos Santos, A.(2021) Embedding transparency on digital services: A case study of the food sector, in Akama, Y., Fennessy, L., Harrington, S., & Farago, A. (eds.), ServDes 2020: Tensions, Paradoxes and Plurality, 2–5 February 2021, Melbourne, Australia. https://doi.org/10.21606/servdes2020.29
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
Conference Track
Research Papers
Embedding transparency on digital services: A case study of the food sector
Transparency is one of the principles to promote sustainable provision of services, being the ability of a service to communicate social, environmental and economic practices and performance. Digital technologies are continuously expanding the possibilities to increase the level of transparency across all stakeholders associated with service profession. However, while transparency has been pointed to as a key priority in innovation agendas in various sectors, there is still lack of knowledge on its practical implications for service design. The food sector is one of the most critical in terms of addressing transparency, due to the global need for transformations in food production and consumption systems, in order to become more inclusive, sustainable and healthy. This research conducted ex-post-facto case studies, followed by an Action Design Research carried out within a small company of organic food delivery. The paper presents the outline of a framework to diagnose the state of transparency on a service that can also be used on the creative phase of the Service Design process.