An innovation methodology, built on ethnographic principles, that speculates about the future through introducing collaboratively developed prototypes into social settings. Extending the remit of participatory design, this approach is not only technology agnostic, but also independent of predefined modalities of interaction and even whether the outcome is a product, service or experience.
Published in Chapter:
Do It Fluid: Innovation in Smart Conversational Services Through the Flow Design Approach
John Knight (Aalto University, Finland), Rachel Jones (Instrata Ltd, UK), Deniz Sayar (Izmir University of Economics, Turkey), Damian Copeland (ICR Speech Solutions, UK), and Daniel Fitton (University of Central Lancashire, UK)
Copyright: © 2020
|Pages: 21
DOI: 10.4018/978-1-7998-2112-0.ch012
Abstract
This chapter draws on practical experience in designing, delivering, operating, and innovating conversational services. The article summarises the current context for these distinctively new kinds of services and provides an overview of the relevant technologies and common platforms used in commercial service production. The chapter explores the broader commercial context for smart voice-oriented services and provides an applied framework to aid service innovation. The two concluding parts move into service production, outline a grounded design approach (FLOW) for maximising service flow, and discuss future research directions, specifically how design anthropology can help in radical service innovation.