Abstract
There has been a recent surge in Artificial Intelligence (AI) adoption globally across industries. This has triggered widespread discussions about role of AI, particularly in design and creative fields. There are numerous opinions, findings and myths surrounding AI's role, capabilities, and limitations in general and in design too. This paper explores these prevalent myths and demystifies those by conducting a comprehensive literature review and offering insights from practical experiences. From our experience of using AI in different ways in varied service design projects, we argue about certain common myths about AI’s potential. We highlight where AI excels, where it falls short, and how it can be effectively integrated into service design practice and enhance overall service design process. We believe this research provides clarity and guides design practitioners in making informed decisions about integrating AI into their workflows, eventually developing a more balanced and pragmatic approach to its application.
Keywords
Artificial Intelligence, Myths, Design, Service Design
DOI
https://doi.org/10.21606/servdes2025.95
Citation
Ganwani, S., Konar, K., Patankar, S., Lobo, S.,and Mahamuni, R.(2025) AI enabled Service Design Approach - Demystifying the myths, in Mahamuni, R., Onkar, P. (eds.), ServDes 2025: Empowering Diversity, Nurturing Lasting Impact, 6–10 October, Hyderabad, India. https://doi.org/10.21606/servdes2025.95
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
AI enabled Service Design Approach - Demystifying the myths
There has been a recent surge in Artificial Intelligence (AI) adoption globally across industries. This has triggered widespread discussions about role of AI, particularly in design and creative fields. There are numerous opinions, findings and myths surrounding AI's role, capabilities, and limitations in general and in design too. This paper explores these prevalent myths and demystifies those by conducting a comprehensive literature review and offering insights from practical experiences. From our experience of using AI in different ways in varied service design projects, we argue about certain common myths about AI’s potential. We highlight where AI excels, where it falls short, and how it can be effectively integrated into service design practice and enhance overall service design process. We believe this research provides clarity and guides design practitioners in making informed decisions about integrating AI into their workflows, eventually developing a more balanced and pragmatic approach to its application.