Design
- How can AI help companies to design new services and experiences?
- What design principles govern the effective integration of GenAI artifacts into service design workflows?
- How can interactions of Human-AI hybrids in physical environments be orchestrated to facilitate the exchange of ideas and information? What mechanisms shape the alignment of contributions in Human-AI hybrids?
Research Topics
Research topics under 'Design'
Name: Helen Zhao, Research Student
Problem Statement
The emergence of generative AI has introduced transformative possibilities for service interactions, enabling dynamic conversational agents, context-aware recommendations, and predictive support systems.
These technologies are reshaping customer expectations, creating demand for more intuitive, personalized, and anticipatory service experiences.
However, current implementations often fall short of this potential due to fundamental mismatches between AI capabilities and service design practices. As such, this research aims to establish design principles and adaptive practices for creating service experiences with generative AI.
Outcomes
This research will develop a GAI/AI service design methodology rooted in design thinking processes.
The expected outcomes are as follows:
• core methodologies for structuring, prototyping, and refining AI-powered service experiences
• best practices for embedding AI across research, ideation, and validation phases
• models for aligning cross-functional workflows in AI service development