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The relation between service and digital transition: implications for designers

Published online by Cambridge University Press:  16 May 2024

Teresa Monti ,
Samuele Colombo ,
Francesca Montagna  and
Gaetano Cascini
Teresa Monti*
Affiliation:
Politecnico di Torino, Italy
Samuele Colombo
Affiliation:
Politecnico di Torino, Italy
Francesca Montagna
Affiliation:
Politecnico di Torino, Italy
Gaetano Cascini
Affiliation:
Politecnico di Milano, Italy
*
[email protected]

Abstract

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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 involvementdigital transitionservice transitionuser-centred designhuman behaviour
Type
Design Organisation, Collaboration and Management
Information
Proceedings of the Design Society , Volume 4: DESIGN 2024 , May 2024 , pp. 315 - 324
Creative Commons
Creative Common License - CCCreative Common License - BYCreative Common License - NCCreative Common License - ND
This is an Open Access article, distributed under the terms of the Creative Commons Attribution-NonCommercial-NoDerivatives licence (http://creativecommons.org/licenses/by-nc-nd/4.0/), which permits non-commercial re-use, distribution, and reproduction in any medium, provided the original work is unaltered and is properly cited. The written permission of Cambridge University Press must be obtained for commercial re-use or in order to create a derivative work.
Copyright
The Author(s), 2024.

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