Designing with artificial intelligence

Jylkäs, Titta; Borek, Alexander

doi:10.4324/9780429022746-9

Cited by 3 publications

(15 citation statements)

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“…On the service backend, AI functions behind the visual perspective of the customer, in the form of algorithms that prioritise critical attention based on the user's machine learning process, for example. On the frontend AI may be in direct physical or virtual interaction with the user, such as through natural language processing and human‐machine dialogues (Jylkäs, 2020). In this paper, we consider AI as an equal actor in a three‐way relationship that involves the cabin crew (live human agent), the customer, and the AI agent (Jylkäs, Äijälä, Vuorikari, & Rajab, 2018).…”

Section: Introductionmentioning

confidence: 99%

“…Such an approach can also define the user's archetype, which is essential for the process of creating a well‐being strategy tailored to the user's individual experience. In this context, service design can produce AI‐enabled interactions that exemplify human‐centred values, generating value‐in‐use throughout the service journey (Jylkäs, 2020).…”

Section: Introductionmentioning

confidence: 99%

“…Therefore, humanising AI to mimic human behaviour may lead to more harm in terms of trust instead of creating emotional value (Jylkäs, 2020; Tian et al., 2017). Conversely, helping the user better understand the values of AI backend capabilities can lead them toward giving more attention to the machine learning process, thereby creating values (Stickdorn, 2018, p. 48; Jylkäs, 2020). When the user is aware of the value HMI can give, namely, “providing relevant resources at the time of need,” this may build trust toward data sharing, enhancing the quality of the data being provided.…”

Section: Introductionmentioning

confidence: 99%

“…When the user is aware of the value HMI can give, namely, “providing relevant resources at the time of need,” this may build trust toward data sharing, enhancing the quality of the data being provided. Hence, the process of machine learning needs to be highlighted, not a humanoid depiction of AI (Jylkäs, Äijälä, Vuorikari & Rajab 2018; Jylkäs, 2020). Trust may then develop when such interaction dynamics are acknowledged.…”

Section: Introductionmentioning

confidence: 99%

“…Simply put, design and service design can facilitate the development of technologically enabled systems that are grounded in a cultural context. Notably, there have been few papers (e.g., Leondini & De Angelis, 2018; Jylkäs & Borek, 2019) that have discussed service design or design thinking in the context of AI development. The idea of service design or design thinking in this context is to create a holistic, user‐friendly, frictionless, and inclusive service solution with the help of AI technology (Weller, 2019).…”

Section: Introductionmentioning

confidence: 99%

See 4 more Smart Citations

AI Enabled Airline Cabin Services: AI Augmented Services for Emotional Values. Service Design for High‐Touch Solutions and Service Quality

Rjsé,

Jylkäs,

Miettinen

2023

Design Management Journal

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This paper highlights the significance of emotional values within digital services during the airline cabin experience. Currently, emotional engagement with front‐line AI interactions, such as AI assistants, lacks trust. Thus, the role of AI must be reimagined to better integrate the human factor into the service experience through things like high‐touch in order to create trust and improve the perception of cabin service quality. Service design is a human‐centric approach to service creation in which the user is typically made the main subject of the service research; the service process (service interaction) then co‐creates values alongside the service provider. The major concept discussed here is AI Augmented Services (AIAS), which turn high‐tech capabilities into high‐touch “human centric” services that can offer access, control, and well‐being to the user, all of which are key components in the establishment of trust. Airline future services can then implement this study for the purpose of detecting human emotions, co‐creating emotional values, and promoting emotional intelligence through the AIAS interactive communication channels, thereby transforming high‐tech capabilities into high‐touch opportunities. The methodological approach began by determining a benchmark for the state‐of‐the‐art AI technology in transport and conducting a set of expert interviews. Notably, the possible materialisation and challenges of AIAS high‐touch cabin services are also discussed here. This article can be considered to be a first step toward a service design in which opportunities are discussed with the goal of “discovering” possible AI solutions. Consecutive stages will be presented in future articles in which the concepts introduced here will be further defined and developed.

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Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

AI Enabled Airline Cabin Services: AI Augmented Services for Emotional Values. Service Design for High‐Touch Solutions and Service Quality

Rjsé,

Jylkäs,

Miettinen

2023

Design Management Journal

Self Cite

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Key Principles Pertinent to User Experience Design for Conversational User Interfaces: A Conceptual Learning Model

Rossouw,

Smuts

2023

Lecture Notes in Computer Science

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Exploring and Extending Human-Centered Design to Develop AI-Enabled Wellbeing Technology in Healthcare

Tahvanainen,

Tetri,

Ahonen

2024

Communications in Computer and Information Science

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Digital transformation and digitalisation are rapidly affecting the society. The gradually increasing applications of different types of AI into solutions and services are welcome, but there are associated risks. These include, for example, within human aspects of care undermining fundamental rights, ethical considerations, sustainability, and policies and regulations. This change permeates every societal level, but it is especially evident in the healthcare sector due to the ageing population and shortage of professionals. This situation also places pressure on the development of competencies among healthcare professionals. A human-centered approach in design and design methods can promote the development of AI-based solutions in transdisciplinary and cross-disciplinary processes encompassing numerous stakeholders, scientific orientations, and perspectives. There is a need for research and evaluation of Human-Centered Design (HCD) processes and design methods to develop and gain more insights for future development.This study was conducted as research through design. It aimed to elucidate the application and insights gained from the adopted Service design process for AI-enabled services and HCD approach while developing AI-empowered solution, Voima-chatbot. One of this research's main conclusions and realization is the shift from purely HCD towards Life-Centered design of AI-enabled solutions with a human-in-the-loop. In addition, this project increased the understanding of the deep importance of having a transdisciplinary dialogue with developers during the process of developing digital well-being devices and combining different professional competencies to achieve the best working solutions.

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Designing with artificial intelligence

Cited by 3 publications

References 1 publication

AI Enabled Airline Cabin Services: AI Augmented Services for Emotional Values. Service Design for High‐Touch Solutions and Service Quality

AI Enabled Airline Cabin Services: AI Augmented Services for Emotional Values. Service Design for High‐Touch Solutions and Service Quality

Key Principles Pertinent to User Experience Design for Conversational User Interfaces: A Conceptual Learning Model

Exploring and Extending Human-Centered Design to Develop AI-Enabled Wellbeing Technology in Healthcare

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