ENGAGING END USERS IN AN AI-ENABLED SMART SERVICE DESIGN - THE APPLICATION OF THE SMART SERVICE BLUEPRINT SCAPE (SSBS) FRAMEWORK

Abstract

AbstractArtificial Intelligence (AI) has expanded in a diverse context, it infiltrates our social lives and is a critical part of algorithmic decision-making. Adopting AI technology, especially AI-enabled design, by end users who are non-AI experts is still limited. The incomprehensible, untransparent decision-making and difficulty of using AI become obstacles which prevent these end users to adopt AI technology. How to design the user experience (UX) based on AI technologies is an interesting topic to explore.This paper investigates how non-AI-expert end users can be engaged in the design process of an AI-enabled application by using a framework called Smart Service Blueprint Scape (SSBS), which aims to establish a bridge between UX and AI systems by mapping and translating AI decisions based on UX. A Dutch mobility service called ‘stUmobiel ’ was taken as a design case study. The goal is to design a reservation platform with stUmobiel end users. Co-creating with case users and assuring them to understand the decision-making and service provisional process of the AI-enabled design is crucial to promote users’ adoption. Furthermore, the concern of AI ethics also arises in the design process and should be discussed in a broader sense.