The relation between service and digital transition : implications for designers

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Monti, Teresa and Colombo, Samuele and Montagna, Francesca and Cascini, Gaetano (2024) The relation between service and digital transition : implications for designers. Proceedings of the Design Society, 4. pp. 315-324. ISSN 2732-527X (https://doi.org/10.1017/pds.2024.34)

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Abstract

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.

ORCID iDs

Monti, Teresa, Colombo, Samuele ORCID logoORCID: https://orcid.org/0000-0003-1349-0291, Montagna, Francesca and Cascini, Gaetano;
CORE (COnnecting REpositories)