Designing for an AI-enabled smart service adoption from a user experience perspective

Fan Li, Yuan Lu, David Hands

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

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'Industry 4.0', 'Digitalization', 'Internet of Things (IoT)' and 'Smart Services' have become today’s buzzwords due to the advanced development of information and communication technologies (ICTs). Consequently, the world economy has changed from a physical product dominated economy to a more software and service-controlled economy. It is no longer about the product that matters, but it is about the data that is generated by using the product or service. The data arising from the use of products can be used to define new business models and services to foster long-term sustainable competitive advantage. How to create smart services by collecting and using these data is not only an opportunity, but also a challenge for companies to remain competitive in highly dynamic market contexts. Smart services can be defined as services tailored to specific user needs with the help of data and intelligent processing. It requires a deep understanding of users and their particular contexts of use and an intelligent processing of these emergent data. User adoption of smart services should be properly understood, on the one hand; on the other hand, this understanding could be processed to enable smart interventions that support the users and how they interact with this technology on a regular basis.
The understanding of user adoption within smart service research still requires considerable attention. A platform to collect, integrate and process user information and their usage data continuously is, therefore, essential to the development of smart services. In this study, an AI-enabled framework called ‘Smart Service Blueprint Scape’ (SSBS) is proposed to increase the knowledge associated with the user experiences of smart services. The framework demonstrates the elements of smart services by providing an integrated approach from the perspectives of both user experiences and AI system.
With the purpose of improving the smart service adoption, three smart mobility service cases were critically analyzed, through making use of the framework to demonstrate how the users’ experiences were enabled by the SSBS framework. YouTube movie clips of these three smart mobility services were analyzed to collect the data for illustrating how the SSBS was utilized. Through the qualitative analysis, the values of an SSBS framework were identified through three aspects. Firstly, the interactive relationship with users and service provision of the smart services process is demonstrated. Secondly, the integration of user experience and AI system is further elaborated. Finally, the dimensions reflecting characteristics of smart services are identified: the connection among smart devices, AI and support process. Designers can maintain and communicate with different stakeholders within the smart service delivery process. The framework creates the systematic overview for smart service with the help of AI system.
Original languageEnglish
Title of host publicationThe 22nd DMI: Academic Design Management Conference proceedings: Impact The Future By Design
Place of PublicationCambridge, USA
PublisherDesign Management Institute
Number of pages13
Publication statusPublished - 3 Aug 2020
Event22st DMI: Academic Design Management Conference: Impact The Future By Design - Toronto, Canada
Duration: 3 Aug 20207 Aug 2020


Conference22st DMI: Academic Design Management Conference


  • Smart service
  • adoption
  • user experience
  • artificial intelligence
  • SSBS framework


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