The Human Side of Service Engineering

AHFE International

Accelerating Open Access Science in Human Factors Engineering and Human-Centered Computing

The Human Side of Service Engineering

book-cover

Editors: Christine Leitner, Jens Neuhüttler, Clara Bassano, Debra Satterfield

Topics: Human Side of Service Engineering

Publication Date: 2023

ISBN: 978-1-958651-84-1

DOI: 10.54941/ahfe1003100

Articles

Method to Identify Data Related Characteristics for Detailing a Capability Maturity Model for the Smartification of Products

Digital transformation has many facets, one of them being the process of smartifying a traditional, non-smart product into a smart product as well as developing smart services. Smart products collect data via sensors, store, process and communicate data via a network, and react to data via actuators. As an added value, a company uses the processed data to offer smart services. The decisions a SME’s CEO needs to make when visioning to smartify or improve the smartification of own products also depend on the knowledge which capabilities need to be build up. Capability and maturity model (CMM) based approaches are common methods to identify the gap between the current situation and the target situation a SME needs to achieve in order to fulfill the business goals which have been set up. We research a methodological and tool-based approach to identify the maturity of SMEs on their way to smartify their products, which is made up of a three-dimensional CMM to determine the maturity levels regarding eleven areas of action as well as their cross-sectoral base capabilities, and a process model to apply the CMM. In this paper we describe a method to detail the subareas of action for each capability/maturity level within the CMM. We define the method requirements to be able to identify and integrate relevant characteristics in our CMM following the sole purpose of smartification but also looking into related subjects like digital transformation as well as retrofitting for Industry 4.0.

Sandra Frings, Holger Kett

Conference Proceedings

The role of Data and AI during development of Smart Services

The development of innovative smart services holds a wide range of potential for companies, but also poses challenges due to the complexity involved. In current scientific literature, the use of AI is seen as having the potential to reduce precisely this complexity in innovation processes. This article examines the extent to which this also applies to the development of smart services. For this purpose, challenges in the development process are first described in more detail and general potentials for the support of AI along generic functionalities are considered. Based on this, initial ideas are presented as to how AI can support the individual development steps in the development process of smart services.

Jens Neuhüttler, Rainer Nägele

Conference Proceedings

COOPE – a framework for managing coopetition in the platform economy

Over the last 20 years platform business models become increasingly important in global economies. Digital economy and platform business models offer great potential for adding value to digital or digital enabled products. Companies can gain significant network effects and connect with different user groups via digital transaction platforms.Companies planning to enter platform business models traditionally have a choice between ‘making or buying’ a platform or enter existing ecosystems. Both options come with significant disadvantages in terms of risk, costs and governance. A promising innovative option for smaller players like SMEs or startup companies is the “co-opetition” approach. Companies co-operating with competitors to pool their economic strength and network effects in a joint platform and reduce market entry risks. In addition, potentials for reducing the costs of setting up IT infrastructures can be realised.Despite the advantages, the co-opetition approach also presents companies with design-related challenges. One challenge, for example, is to sustainably protect key competitive advantages and unique resources despite the cooperation and intensive exchange with competitors. If two or more competitors work together on a digital platform solution to collect, analyse and use machine data, the data could create unintended transparency about machine performance, strengths and weaknesses. Clear demarcation, control options and the building of trust between the companies are needed here. At the operational level, for example, it is important to establish a culture of cooperation among employees that allows for intensive exchange in some areas and competitive thinking and behaviour in others.In this paper we present a model for co-opetition in platform-economy combining concepts of platform economy, co-opetition and agility. Based on theoretical concepts a three-dimensional model has been elaborated that reduces complexity and provides decision support for relationship building with competitors in the dimensions: (1) strategy to enter platform economy (2) design layer which allows structural but agile coordination of relationships and (3) perspectives that need consideration on platforms. By combining the different concepts and perspectives, the model provides a theoretical framework for decision-making and supports companies in assessing the potentials of coopetition and realising them through appropriate design.

Louisa Loew, Thomas Fischer, Jens Neuhüttler

Conference Proceedings

Preparing Data Science Projects – Between Economic Aspects and Requirements Analysis

With the increasing availability of data in enterprises of all industry sectors, new date-based ideas arise, including artificial intelligence (AI) solutions. For those enterprises which have no experience in the implementation of such projects, data science process models can assist in structuring them. We have observed that the majority of the available models do not involve people, their activities, and the associated processes in detail. A possible reason for this is, that many of these models were created with a focus on the data processing and not necessarily to introduce ongoing data-based applications. To close this gap, this paper analyses the aspects which should be included in project preparation, especially requirements analysis, and which methods and tools are adequate to support these steps. These considerations are even more important for AI projects, since it is not necessarily clear from the beginning to which extent the required information is contained in the available data and whether the data is sufficient for the project goals. In addition, it should also be checked strategically whether the idea fits the company's goals and thus offers added value for the company. During the requirements analysis, affected users, their activities and processes are specifically focussed. During these steps, some conceptual information such as formalised current and target processes can be documented, which in turn can help when the implementation is done and the solution is brought to operation.

Claudia Dukino, Damian Kutzias

Conference Proceedings

Bringing Data Science to Practice: From Protype to Utilisation

Data science and artificial intelligence have passed the stage of innovative trends. The applications in practice increase with every year with enterprises of all industry sectors creating new solutions utilising their data. However, there is much to learn for the enterprises, especially for those new to the implementation of information technology and data-based projects. Data science process models can assist in structuring such projects by giving ideal-typical project structures and assist with the provision of explanations, best practices, and concrete tools. One aspect which is rarely covered by data science process models is the utilisation of the results beyond their technical integration. This includes the risk of failing in operation due to missed requirements regarding affected employees or organisational aspects of the enterprises, especially their business processes. This paper provides an overview of relevant aspects for the integration of new data-based solutions into practice, i. e. the socio-technical system environment of the enterprise. Bridges to different project phases and results are shown to derive measures for integration. In addition, common tools for handling the arising challenges and tasks are listed and briefly discussed.

Damian Kutzias, Claudia Dukino

Conference Proceedings

Towards A Reference Process for Developing Cognitive Service Systems

In recent years, digital technologies such as artificial intelligence found their way into existing services, while at the same time providing the basis for entirely new possibilities. However, our understanding of the development of services based on these technologies is still limited. Due to the high complexity, they can rarely be developed within the boundaries of a single company or on the basis of knowledge from a single discipline. Building on the relevant literature, we derive a sound understanding of cognitive service systems from existing perspectives. Following an iterative process, we conducted several interdisciplinary workshops and analysed existing development approaches, which were adapted and recombined into a process model for cognitive service development. Our work contributes to a common understanding of cognitive service systems. By introducing a reference model that addresses the specific requirements for the successful development of cognitive services, we take a first step towards a systematic and holistic development of cognitive service systems that supports companies in this complex task.

Maximilian Feike, Jens Neuhüttler, Janika Kutz

Conference Proceedings

AI-based Services - Design Principles to Meet the Requirements of a Trustworthy AI

The development of Human-Centered and Trustworthy AI-based services has recently attracted increased attention in politics and science. Even though that technical advances have received many of the attention lately, ethical considerations are becoming more and more important. One of the most valuable publications in this area is the "Ethics Guidelines for Trustworthy AI" of the European Commission (EC). One approach to assist developers in implementing these requirements during the development process is to provide design guidelines. The aim of this paper is to identify which action-oriented design principles can be applied to satisfy the requirements for Trustworthy AI. For this purpose, the design principles published by Major providers of commercial AI-based services were contrasted with the seven requirements of the EC. The results indicate that some design principles can be used to meet the requirements of Trustworthy AI. At the same time, however, it becomes clear that work on Ethical AI should be extended by aspects related to Human-AI Interaction and service process quality.

Janika Kutz, Jens Neuhüttler, Jan Spilski, Thomas Lachmann

Conference Proceedings

New human engagement-first governance approach in craft startups

The research finds a new relationship with customers through crowdfunding in the case of BrewDog, a craft startup. Originally, the concept of craft was regarded as a primitive form of manufacturing that was passing away. However, the Arts and Crafts Movement, started by Morris and others (1892) against the Industrial Revolution, was an attempt to rediscover the potential of human beings themselves. By rethinking the purpose of life as an anti-capitalist movement and analyzing craft startups, where symbolism, aesthetic qualities, and entrepreneurial identity are important elements, we found a customer profile as a future-creating partner that transcends the traditional relationship enabled by the crowdfunding mechanism.

Yuriko Sawatani, Nobuo Kanai

Conference Proceedings

Roadmap to Close the Gap Between Undergraduate Education and STEM Employment Across Industry Sectors, Further Studied

Driven by advances in technology and automation, work and jobs are changing rapidly, and the pace of change has supercharged in the aftermath of the COVID-19 pandemic crisis (McKinsey, 2021). As more and more repeatable tasks are relegated to machines, millions of existing jobs may be displaced by machines, while millions of new ones, especially in Science, Technology, Engineering, and Mathematics (STEM), may emerge where people together with machines are the engine to innovation leadership (World Economic Forum, 2020). For new STEM jobs to offset the losses, an adaptable workforce with a new and evolving set of skills is crucial now and in the future. Preparing the workforce for the STEM jobs of the future, however, requires massive upskilling, and close collaboration between industry-academia and government service systems to prepare the workforce for new and future STEM jobs.It is in this context that, in 2019, the International Society of Service Innovation Professionals (ISSIP), with support from the National Science Foundation (NSF), embarked on (what turned out to be) a two-phase research project to inform higher education leaders in the US about industry perspectives on how STEM undergraduate educational institutions might best meet industry’s expected demands for new and future skills. The first phase of the research culminated in “A Proposed Roadmap to Close the Gap Between Undergraduate Education and STEM Employment Across Industry Sectors” (Moghaddam, Kwan, Freund, Russell, 2021) where a framework for “Specialized” and “Foundational” skills required by industry for future entry-level STEM jobs was laid out. During the course of this initial phase a few ensuing research questions emerged: 1) How has the industry perspective on skills demand changed as a result of the COVID-19 crisis? (The crisis hit the US toward the tail end of the first phase.) 2) How are industry recruiters and hiring managers screening STEM graduates for both “specialized” and “foundational skills?” 3) From an industry perspective, which colleges/universities' curricula/pedagogies better align with industry demand? 4) Can a set of desirable curriculum/pedagogy attributes be developed from the findings? And, 5) How are industry recruiters using badging and certification to assess job readiness for college graduates? In this paper, the authors present mainly the findings from the second phase of their research.

Yassi Moghaddam, Martha Russell, Josephine Yuen, Haluk Demirkan

Conference Proceedings

T-Shaped Professional (T-SP) Model to support Human-Machine Interaction

Researches and studies did not investigate in deep the importance to develop T-shaped skills and techniques for aligning human machine learning (Spohrer, Banavar, 2015) and to design more intuitive machine interfaces. Recently, in this direction, we can find some efforts with regards to the introduction of innovative approaches in education programs inspired by the T-Shaped Model (Barile and Saviano 2021; Saviano et al., 2017a; 2017b; Barile et al., 2015; 2015a). Thus, the aim of the paper is to explore the interpretative contribution of the VSA proposal of the T-Shaped Professional (T-SP) representation, to reconceive human-machine interaction in order to understand the characteristics that people must have to interact effectively (Barile et al., 2019; 2021; Bassano et al., 2020; 2021). Given our purpose, we refer to the trans-disciplinary approach based on Service Science (SS) and Viable Systems Approach (VSA) as methodological frameworks for highlighting the VSA contribution to frame the use of the revised T-Shaped Professionals (T-SP) Model – in which vertical expertise is combined with horizontal and cross-sectional knowledge (Maglio & Spohrer, 2008; Demirkan & Spohrer, 2015; Freund 2018; Moghaddam, Demirkan, and Spohrer 2018; Gardner & Maietta 2020) –, in the emerging context of the digital transformation where workforce’s personal and intellectual habits are challenged (Piciocchi et al., 2017; 2018; 2019). The paper could offer interesting insights for debating on the need for an actualized T-SP model that should be characterized by a proactive attitude, creativity and change management orientation. This assumption is coherent with the increasing demand for workers whose social emotional learning skills are crucial and not yet susceptible to computerization (Frey, C.B. and Osborne, 2017). This implies the need to understand why and how each person can access the rapidly growing digital workforce by reconfiguring own professional shape.

Paolo Barile, Sergio Barile, Clara Bassano, Paolo Piciocchi, Marialuisa Saviano, James Clinton Spohrer

Conference Proceedings

Digital Transformation, Servitization and Governmentality

There is no doubt that the digital transformation is assuming some characteristic features: progressive digitization of the economy, increased relevance of digital platforms, progressive digitization of business models, disintermediation due to e-commerce, servitization of the value proposition and/or operating model, digital re-invention, spread of technoculture in consumer contexts, managerial automation due to algorithms and AI adoption, increased consumers’ brand experience, social engagement, big data analysis centrality, symbiotic value creation expectations at societal level.However, now very little is investigated the effect on governmentality (or the art of government) of these transformations. What role should the public system and actors play? In a first preliminary analysis it seems that this role could be confined but not limited to: 1. promoting a growing adoption of these transformations from all the economic system’s key players (firms, retailers, suppliers, technology vendors, Universities, research centers, consumers). 2. fostering networking for DT3. Financially supporting DT and disciplining it4. Protecting the SME promoting DT processes at an aggregate level (districts, supply chains, clusters, Regional Innovation Systems). 5. Digital transformation of public administration itself, permitting the same to evolve towards a systemic view of governmentality 6. Adoption of a digital service culture.The general aim of this article is to assess the main directions along which the digital transformation is affecting global economy, mainly under a twofold perspective. 1.A firm’s and managerial perspective, discussing the most relevant managerial topic emerging with the digital transformation and above listed. 2.A governmentality perspective, studying some calls launched by some of the most relevant European Countries (Italy, Germany, England, France) to investigate the main objectives and scopes of digital transformation under a public management eye. Primary and secondary sources of information will be integrated for achieve such a research purpose. The information borrowed from institutional calls will be integrated by media interpretations of the phenomenon under analysis. Reports on the digital transformation by leading consulting firms operating in the countries will be also analyzed.The contribution is conceptual and interpretive in nature.

Pierpaolo Testa

Conference Proceedings

Ethical AI for a Better Society: The Challenging Task of Driving the Digital and Ecological Transformation in Italy

Artificial Intelligence (AI) is expected to play a significant transformative role for a better society and collective well-being in line with the goals of the 2030 Agenda UN. To drive social innovation, AI must be built on ethical principles and human-centred values. The link between AI, ethics, and social innovation is quite unexplored in the literature and has never been more relevant as European countries develop national plans for post-pandemic recovery. In Italy, the Plan for Recovery and Resilience (PNRR) identifies AI as a strategic asset for investment in all sectors to support the country's transition to a more digital and sustainable economy and an inclusive society. This paper explains the role of ethical AI in the context of ecological and digital transformation, which is at the heart of the Italian Recovery Plan - Next Generation EU for Italy. It expands knowledge on the transformative role of AI in management studies; it provides highlights to policy makers for the development of socially oriented AI from a service ecosystem perspective.

Maria Colurcio, Angela Caridà, Ambra Altimari

Conference Proceedings

The process of generating rhetoric to encourage participation in Delayed Benefit Services: A case study of electronic community currency in Japan

The aim of this paper is to identify how rhetoric is generated to create participants' motivations for the electronic community currency for the purpose of gifting, through considering it as a kind of Delayed Benefit Services. This is a case study of the start-up phase of the electronic community currency introduced in the Matsumoto area of Japan in December 2020.Services can have a time lag between the service delivery process and the point at which the benefits can be received by the customer. Such services are named Delayed Benefit Services (Fujimura 2016). Typical examples of such services are health and education services.The benefit of the electronic community currency in the case study is the creation of a sustainable local economic community based on giving. The currency has a built-in feature called 'gift', which can be paid on top of the payment. To facilitate gifting, the currency expires three months after the charge. There are no immediate economic benefits for users, such as discounts or points awarded. On the other hand, it is expected to take time for users to receive the benefit of creating sustainable local economic community. Therefore, this electronic community currency is also considered to be one of the Delayed Benefit Services.This case differs from that of health services and education services. Patients in health services and students in educational services have clear benefits that they can receive as individuals. On the other hand, while the benefit for users of electronic community currency is the creation of sustainable local economic community, the benefits are difficult for individual users to experience directly. This makes it difficult for users to find an incentive to participate in the service. Therefore, the service provider, the operator of the electronic local currency, must first create a motivation for users to participate in the service. This study focuses on rhetoric as a way for the operators of electronic local currencies to influence users' motivations to participate. Rhetoric is used when the situation surrounding an organization is uncertain. The public messages and discourses used in rhetoric are considered in terms of what interactions are constructed (Cheney et al. 2004). The electronic community currency in this case study is in the start-up phase and is under uncertainty as to whether it will attract users. The paper therefore focuses on the process by which the currency operator generates rhetoricShortly after the launch of the currency, it was found that the rhetoric explaining the benefit of building local economic community based on giving was not well supported. The manager therefore generated new rhetoric. The research revealed that the process of generating new rhetoric involved dialogue with a variety of others. It was also found that through dialogue with others, the currency manager reframed the benefit itself. This paper suggests that there is a case for providers to change the rhetoric of the benefit and revise the benefit itself in the start-up phase of Delayed Benefit Services. (491words)

Shinichi Kanekiyo, Yasunobu Ito

Conference Proceedings

Transmission of the techniques of Care by nurses in Close Contact with the Patient’s Living Space: A Case Study of a Visiting Nurse Station in Japan

We have been examining home care nursing from the perspective of service research/service design research. We have presented the process of 'co-creation' between visiting nurses and patients to restore/continue the patient's daily life (Otani and Ito 2021: 503-509) and have also examined the work of visiting nurses made with patients and their families in the patients' homes as sticky information that is difficult to detach from the context and difficult to transfer (von Hippel 1994, Otani and Ito 2021: 503-509). In light of these findings, this paper aims to identify the difficulties visiting nurses face in transferring the knowledge they co-create with patients and patients' families in patients' homes to their fellow nurses and health professionals in the workplace.In service research, the importance of the perspective that providers and recipients "co-create" value together (Vargo and Lusch 2004, 2008, 2014) has been pointed out. On the other hand, in previous anthropological research on the transmission of deeds (eg. Lemonnier 2002), there is little analysis from the perspective of the relationship between the provider of the deeds and the recipient of the value of the deeds, or from the perspective of co-creation by both parties. The analysis in this paper is significant and novel in that it incorporates the perspective of co-creation in service research into previous anthropological research on the transmission of deeds.The study period was from 2013 to November 2022. The study site was X visiting nurse station in Nagoya City. The research method consisted of observation and interviews at the home-visit nursing station and at the patients' homes.The provider (visiting nurse) listened to the requests of the recipients (patients) and their families and develops nursing care techniques(services) to support their preferred way of life. The nurses listed them and had the patient and family select them proactively to their satisfaction. In order for patients and their families to remain satisfied with nursing care, the co-created nursing skills had to be transferred to fellow nurses and health professionals so that other nurses, not just the nurse who created them, could also perform them. Nurses recorded their inventions in their electronic health records and explain them in meetings, but there were limitations to recording and explaining them verbally. Because (1) the techniques created by visiting nurses and others were stored in the nurse's body. Because of their dependence on the nurse's body, the only way to communicate them to others was to express them with gestures or to communicate them verbally in parts (using the 'craft language'). In addition, (2) the techniques produced by visiting nurses and others were closely linked to the context of the patient's home. This is because, unlike care in hospital nursing, visiting nurses form (co-create) the skills in the patient's home, together with the patient and their family. That was difficult to transfer the skills embedded in the context of the patient's home to other nurses and health professionals.

Kagari Otani, Yasunobu Ito

Conference Proceedings

The role of nonhuman actors in contributing to filmmaking solidarity: Ethnography of independent filmmaking in Japan

The purpose of this paper is to clarify how nonhuman actors contribute to solidarity in independent new film production. Specifically, it examines independent new film productions from a relationalist perspective, using actor-network-theory (ANT), which considers humans and nonhumans as equivalent actors and analyzes phenomena based on their interactions with each other. The research method used was ethnography with a focus on participant observation. One of the authors, a filmmaker and researcher, observed the inner workings of the filmmaking activity, while the other author observed the observer from an anthropologist’s perspective. In a previous paper, we found from the process of translation that the two nonhuman actors of the film’s original story and funding are inextricably linked, and the agency of the human actors surrounding them interacts with and transforms the nonhuman actors (Coney and Ito, 2021). In the present study, we analyzed the interaction with the solidarity among human actors in the process of film production by closely following the linkage of nonhuman actors such as provisional publicity materials, in addition to funds and scripts. In the process of filmmaking, the nonhuman actors often encounter unforeseen circumstances such as budget adjustments and filming postponement, but despite the setbacks, the nonhuman actors form a network in which they accept each other’s roles, and filmmaking is promoted by solidarity as human actors of the film become more interdependent through the agency working as an inclusive collective. The results of the study revealed that the human actors in film are interdependent and that their solidarity promotes filmmaking.

Shun Coney, Yasunobu Ito

Conference Proceedings

Knowledge Structuring by discussing purposes of each action in Procedure-based Knowledge Graph

The need to acquire knowledge at the manufacturing industry and service site are growing due to the aging society and the experts are retiring from employment. This may cause the loss of knowledge, so the need for assist collecting and maintaining expert knowledge.There are several trials to share the knowledge with work manual or instructions, although the knowledge of the experts such as purpose or decision-making rules of experts are still not obtained.We proposed a new method of collecting and articulating that knowledge using two separated knowledge graphs, procedure-based and purpose-oriented knowledge graphs.This method was aimed to link the multiple purposes to a single action node in procedure-based knowledge graph through the workshop.In this study, we proposed a method of expressing and structuring the purpose of actions in the work procedure. The first step is to structure the work procedure from the existing manual and other sources, and build up the work procedure knowledge.In this step, the purpose of an action in the procedure is considered and structured to build purpose-oriented knowledge. This step is done for all work procedures, and each purpose-oriented knowledge is fused.After that, look back on multiple tasks on a purpose-based basis and deepen a common understanding.After conducting a knowledge structuring workshop using the proposed method, we collected the questionnaires from the workers to evaluate the utility of the method and the knowledge.As a result, it was possible to construct work procedures and purpose-oriented knowledge, and to express and structure the purposes that the field members felt meaningful which they felt the importance from purpose-oriented knowledge.

Koki Ijuin, Takuichi Nishimura

Conference Proceedings

Introducing low-code technology to promote diversity, equity and inclusion awareness in the workplace

The purpose of this study is to deepen the understanding of which Information and Communication Technology (ICT) services are effective in promoting diversity, equity, and inclusion (DEI) strategies in workplace knowledge management. Projects in a Japanese conglomerate company that adopted a low-code platform were selected for the case study. These cases focused on using low-code technology to carry out externalization and sharing of individual knowledge in the workplace. ICT services with low prerequisites for users, such as low-code technologies, are effective in supporting an organization's knowledge diversity management. This study explains a mechanism that promotes knowledge creation in organizations by using low-code technology, and from a practical perspective this research can help several workplaces to develop effective DEI strategies.

Natsumi Takahashi, Amna Javed, Youji Kohda

Conference Proceedings

How to (Re)Define Nurses’ Professionalism: An Ethnographic Study of Outpatient Nurses in a Small Clinic in Japan

The purpose of this paper is to identify the distinctive functions that outpatient nurses in Japanese clinics perform outside of direct patient care and its values. It will also describe how outpatient nurses in Japanese clinics perceive the value of their work and how their experiences and education influence their understanding. The study was conducted at an I-Clinic in Fukuoka, Japan; 25 Participant observations and interviews with four outpatient nurses at the I-Clinic were conducted between September 2021 and January 2023. The results of the study revealed the characteristics of outpatient nurses’ work in small Japanese clinics. The functions of outpatient nurses in Japanese clinics were (1) to coordinate the elements involved in the day-to-day care, (2) to harmonize relationships among staff throughout the organization, and (3) to harmonize relationships with medical personnel outside the organization. Through these functions, nurses were shown to contribute to quality health care services to the community. However, I-Clinic nurses did not fully understand the value of these functions. The value of nurses’ contribution to the organization is currently rarely explained in basic nursing education and in the education of new nurses after graduation, suggesting the need to (re)define professionalism, including the work nurses do for the organization and its value, and to apply it in nursing education.

Yaeko Kawaguchi, Yasunobu Ito

Conference Proceedings

“Design Thinking" as Collaborative Creativity in Group Work: A Case Study at a Japanese Liberal Arts University

The purpose of Design Thinking is to develop human resources who can exercise creativity in groups and solve various problems in society, mainly through group work. In Japan, many universities have introduced design thinking as an educational program. However, some issues have been pointed out, such as the inability in boosting students’ creativity. Studies have been conducted to examine the effects of design thinking on students’ creativity. The design thinking activities are performed in groups where various factors overlap and creativity is demonstrated as a collaborative effort. To date, only a few studies have examined design thinking as a collaborative creative activity. In this study, we targeted a university online class and recorded the students’ group work and analyzed by focusing on the relationships that are established among people and between people and objects. The results revealed the factors that constitute a collaborative creative activity.

Tomoyuki Shigeta, Yasunobu Ito

Conference Proceedings

Knowledge Structuring of Skilled Sports Trainers - For Correct Movement to Prevent Disability and Promote Progress

Japan has an aging population with a declining birthrate, and the social burden of nursing care is increasing. In this context, it is becoming increasingly important to make exercise a lifelong habit, and to prevent disability and promote progress through appropriate movement. To help achieve this, physical activity instructors, such as sports trainers, physical therapists, and sports coaches in various sports disciplines, monitor the client's posture, movement, and condition, including motor images, and provide voice and muscle and myofascial interventions to solve problems. However, because the knowledge of physical activity instructors is vast and tacit, the transfer of knowledge to other instructors with whom skilled instructors collaborate may not proceed smoothly, leading to poor performance, such as inconsistent instruction within the instructional team. In addition, face-to-face interventions are time-limited and require the client to physically visit the physical movement instructor. Therefore, although physical intervention is difficult, AI could improve the performance of the physical activity instructor team if even a portion of the verbal instruction could be implemented. In this study, we proposed a new data knowledge structuring method to improve the performance of the physical activity instructor team by comprehensively structuring the tacit knowledge they have about verbalization, allowing the AI to perform verbalization within the range that can be read from the images, and improving the knowledge based on the results. The results of the study showed that the AI can improve the knowledge by using the results of the wordings. As a result, a part of the knowledge that had not been told by skilled users was extracted, and the effectiveness of the proposed method was confirmed.

Wataru Sato, Aoi Yamamoto, Naoki Koyama, Sayuri Kumagai, Koki Ijuin, Chiaki Oshiyama, Tsutomu Fujinami, Takuichi Nishimura

Conference Proceedings

Visualization of nursery teacher’s tacit knowledge using knowledge structuring - For efficient acquisition of childcare skills

Skilled professionals work implicitly. Even in the field of childcare, childcare education is said to be an invisible educational method, and the ability to perform the action is implicit. A previous study on experts in educational settings (Leinhardt & Smith, 1998) found that, compared to beginners, experts have a more elaborate and structured schema for educational content, and use fixed procedures and routines for educational methods. It has been clarified that there is a complex integration of teaching materials and techniques, and that there is complexity in knowledge. In addition, prior research on decision-making (Shavelon & Stern, 1981) has revealed that there are many procedures and strategies, but few goals. However, the content of proficiency in childcare professional development is not clearly indicated. This time, by structuring knowledge in a goal-oriented manner, we planned research to clarify each action of beginners and experts, and to search for tacit knowledge by structuring it in a certain way. Subjects: Two childcare workers with 2 years and 31 years of childcare experience who work at a free daycare kindergarten in B City, A Prefecture. Step 1: A 40-minute interview was conducted individually with each child in a conference room in the nursery school. First, we asked the question, ``What would you do for <do free daycare on a rainy day?> We proceeded with the interview while asking them to decide the subject of the action, the order of action, and so on.　Step 2: Each piece of knowledge used to achieve a goal was purpose-oriented and structured using a method developed by Nishimura et al. (Nishimura et al., 2013).[Results] By clarifying each action of childcare and structuring it in a goal-oriented manner, we were able to visualize strategies for achieving the goals of both beginner and expert. The beginner mentioned concrete methods. On the other hand, the structured knowledge of experts covered a wide range of areas of childcare, such as child assessment, how to deal with troubles, how to deal with parents, and kindergarten policies. It was thought that the knowledge of expert was wide and abundant. On the other hand, beginner was limited to specific childcare methods and temporary problem-solving methods. Expert are thought to integrate knowledge and procedural knowledge that they have acquired from past experience and adopt strategies to achieve their goals in a procedural manner. It is speculated that the strategy for problem solving is being elaborated in this. On the other hand, it was beginner tended to search for and implement concrete solutions to the problems in front of them. Previous studies have suggested the following. Beginners follow the superficial similarities of problems, but experts focus on the structural features of problems and use analogies effectively (Novick, 1988). Experts approach problems in a qualitatively different way than beginners Solving (Chi et al., 1988). Experts reason forward from the information given in the problem, whereas novices reason backwards (Patel & Groen, 1986). The present results are consistent with the suggestions of those previous studies.

Chiaki Oshiyama, Ichiro Ishiwata, Takuichi Nishimura

Conference Proceedings

Effects of Imaging Cooking Behaviors on Cooking Intentions of University Students living alone

Factors that promote cooking behavior for the purpose of health promotion have been examined. Against this background, the present study examined whether imagining oneself cooking improves cooking intention and cooking efficacy in 24 college students (11 female, 13 male, M=21.25±2.27 years old) who lived alone by using a hypothetical situation method. The experiment consisted of reading a description of a situation in which the participants were asked to make a decision about whether or not to cook, and answering a questionnaire about their intention and efficacy after performing the task. The experimental group was asked to read the description of the scene and to describe what they imagined in the scene. The control group was asked to read the scene descriptions, convert the characters to katakana, and write them down from the opposite direction. The results showed that there was no significant difference in intention and efficacy between the experimental and control groups, but there was a moderate effect size, indicating a tendency to arouse intention and efficacy. In the future, it is expected to be verified as a simple motivational strategy by comparing it with the case of presenting only instructional stimuli.

Takahiro Asaeda, Munenaga Koda

Conference Proceedings

System Development of Motor Imagery BCI : An Approach from The Human Side

Non-invasive brain-computer interface (BCI) uses mainly electroencephalography (EEG) to operate external devices. In particular, BCI is needed for people with severe physical disabilities, such as ALS, because they are unable to move their bodies other than their brains; BCI that uses Motor Imagery (MI) requires the identification of obvious ERPs associated with MI. In this study, a system focused on BCI-training and MI support was developed, and EEG was measured after system use. The system is characterized by the presentation of a simulated hand animation to support MI of left and right hand grasping. As a result, significant ERPs were confirmed in three subjects, however, it is possible that some subjects may not be able to observe ERPs if the number of subjects is increased. Therefore, the BCI-training needs to be carefully developed. In particular, it is necessary to consider teaching methods that facilitate subjects to gain control over their own mental states and internal sensations. However, there is no knowledge on how to teach BCI-training. Therefore, the author has conceived of a system that enables participants to simultaneously train themselves and acquire knowledge about BCI control in BCI-training.

Akihiro Kato, Masami Hashimoto, Chiaki Oshiyama, Takuichi Nishimura

Conference Proceedings

Digital Transformation Classification Types and Evolution Process for Established Companies

This paper propose that digital transformation (DX) can be classified into three types: DX1.0, DX2.0, and DX3.0. DX1.0 is defined as “institutional optimization”, where internal data is integrated across the company divisions. DX2.0 represents “value chain optimization” where the number of actors such as partners and supplier’s increased, optimization is achieved in providing value to the end users. DX3.0 represents “new business value creation” where new value is created through new business models (for example, servitization, and platform business). This paper further clarifies the method used by companies for updating their business models by utilizing the data, working with other actors, and defining digital transformation classification types and the evolution processes. Digital transformation classification types evolve incrementally when their operation and systems are based on data-centric.

Satoshi Okuda, Naoshi Uchihira

Conference Proceedings

Design Method Using Extended Business Model Canvas for IoT Platforms Considering Platform and Service Value

This paper proposes a Platform and Service Business Model Canvas (PSBMC). The proposed method will help design an IoT platform business model that includes devices in the physical space (called edge devices). Manufacturing companies are selling and maintaining devices, e.g., home security devices and fire alarm devices, and seeking ways to utilize those devices effectively and create new value by adding IoT functions. Since data measured by those devices can be used to improve various services, these devices with IoT functions serve as IoT platforms for these services. It is necessary to identify customers and their requirements in order to improve the value of services. Fahmideh and Zowghi (2020) noted the lack of requirements analysis for IoT platform design. Also, previous studies proposed extensions to the business model canvas (Osterwalder and Pigneur 2010) for platform businesses. These studies focused on the value of the entire platform and did not separate the value of the services built on the platform from the value of the entire platform. Because the proposed canvas can describe service user requirements, service value, and platform value, it is possible to overcome the problem of the lack of requirements analysis in IoT platform business design. The IoT platform will be able to provide the basic function of edge devices and valuable services using devices' data.

Taketo Yato, Naoshi Uchihira

Conference Proceedings

Cross-silo federated learning in enterprise networks with cooperative and competing actors

The performance and generalizability of AI-based enterprise applications depends on the quantity, quality, and diversity of training data. However, data usually exists in the form of data silos at individual sites. With cross-silo federated learning knowledge extracted from data silos that are distributed across multiple enterprises can be combined to improve the predictive performance of AI models without sharing and centralizing potentially sensitive raw data. The decentralized learning approach thus offers new privacy-preserving opportunities for cross-company collaboration, knowledge management, and the development of intelligent applications and services in federated enterprise networks. Since federated learning enables collaboration between both cooperating and competing companies, this literature review of application-based papers analyzes the differences in the design and strategic management of federated enterprise networks as a function of the actors' relationships.

Kristina Müller, Freimut Bodendorf

Conference Proceedings

ErgoMate: Concept and Prototype of an Automated Ergonomic Workpace System for Office Environments

In the past decade, globalization and digitization have not only changed the way we work, but also the environment in which we work. More and more companies are introducing desk sharing office concepts in which employees must share a workstation. However, this poses challenges for ergonomic workplace design as constant and ergonomically correct workstation settings can hardly be guaranteed. Neglecting ergonomics at workplace, though, can cause musculoskeletal disorders. Therefore, a concept and prototype for a system are proposed which automatically adjusts the workstation to the individual's anthropometric characteristics. A setup of different mechanical and electronical components using microcontrollers, ultrasonic distance sensors and linear actuators assures an automatic adjustment where users only must sign in with their ID. An initial field study shows that the system can achieve high user acceptance. Simplicity, speed, and convenience are seen as added value of the system. The results have potential for future studies.

Christian Zagel, Matthia Leyendecker, Alexander Piazza

Conference Proceedings

Fostering text mining with knowledge graphs: An approach to support business experts in defining domain-specific document sets

Text mining techniques offer an efficient approach to extract information from text-based data, such as online news, for strategic planning tasks like the scenario technique. Data selection and data preprocessing is a crucial step in this process, during which decisive search terms help to sharpen the text corpus for downstream text mining activities. The integration of business knowledge is crucial for the creation of high-quality domain-specific document sets. Manually defining search terms is a time-consuming task for managers. Knowledge graphs accelerate this vital process: Based on a few initial search terms, related domain-specific subgraphs are selected which yield additional search terms that cannot be retrieved via thesauri or mere semantic similarity comparisons. Furthermore, possible biases introduced by subjective expert assessments are avoided and a more objective data selection is realized. The concept is demonstrated in a use case on electric mobility including an online demonstrator (www.digital-scenarios.com).

Pascal Bratke, Roland Zimmermann, Ralph Blum

Conference Proceedings

How to empower digitally vulnerable people? Co-designing policies and services with end-users

The aim of this paper is to analyze impactful methods to address citizens who are excluded from digital transformation. These are citizens whose digital engagement in political decision-making and e-services is hindered by their lack of access to technological benefits, a lack of awareness of digital issues, and/or a lack of digital literacy and skills. With the unprecedented speed of digital developments in many countries around the world, digital vulnerability affects not only specific demographics or what we may have traditionally considered vulnerable (e.g., older people) but anybody who could be digitally vulnerable due to their circumstances. The more deeply affected are those societies that are extra vulnerable and already damaged, such as economically, in terms of security, or due to war. Therefore, the case studies of this paper focus on Ukraine and Georgia, where digital development has been relatively rapid and there has been a lot of emphasis on e-services; however, less attention has been paid to addressing the digital divide and social aspects of these countries. Applying the theory of change, design thinking, and service and process design is not a new or revelatory approach; however, these concepts have, so far, been applied primarily in the business sector. This study argues that this approach could be successfully implemented in other sectors of society and by various stakeholders to tackle arduous challenges and problems. The current extraordinary circumstances occurring in Ukraine, but also the context of Georgia, increase the need for a novel approach to tackle digital vulnerability. Thus, this paper analyzes how a business-like approach, which is a new concept in the countries included in this study, helps to impactfully identify the most vulnerable citizens, and how to design processes, services, and policies to empower and engage with these citizens.

Kristina Reinsalu

Conference Proceedings

New Era Leadership for Liminal Times and Beyond

This paper introduces a comprehensive, systemic approach to create the organizational leadership capabilities needed for the demands of the post-pandemic era. We call this New Era Leadership. While every age is marked by critical events and crises that drive change, we believe that the current combination of events and generational workforce shifts creates a powerful momentum for people to participate in shaping their environments, and an associated demand for co-creative and self-aware leaders. We asked ourselves if the known leadership models, supported by their methods, educational approaches and practices, are capable of meeting this challenge, and examined their features and capabilities. We take a historical view of the characteristics of legacy leadership models from ancient times to the present to understand the important factors and dynamics relating to leadership, the gaps that exist between existing leadership approaches and today’s needs and explore how a New Era Leadership model addresses those gaps. We detail the characteristics of the New Era Leader and the systemic, systematic actions needed to materialize this model, and conclude with a summary and ideas for future research directions.

Laura C. Anderson, Jade Nguyen Strattner

Conference Proceedings

Towards a co-creative approach to interactively develop digital services

Numerous new service innovation methods and approaches have been established in recent decades, a lot of them emphasize the early involvement of the user perspective (e.g., in design thinking). However, there is still potential for further perspectives to be integrated into the service innovation process in a structured way, in particular to innovate inter-organisational with different stakeholders in order to incorporate different competences, knowledge and perspectives. Therefore, based on a literature review and an analysis of existing approaches, our work aims to develop a unified approach that enables the co-creative development of digital services by involving all relevant stakeholders (e.g., potential users, company representatives, experts, and business partners) in all development phases. The developed approach (consisting of three phases: Co-Exploration, Co-Innovation, Co-Evaluation) provides a structured yet modular and thus adaptable methodology that maps the entire innovation process of a digital service. Our research shows that the field of service innovation and user-centred methodologies is widely discussed, but the structured involvement of additional stakeholder groups is hardly recognised.

Nina Hieber, Maximilian Feike, Veronika Prochazka

Conference Proceedings

Towards a Metamodel for Service-Oriented Value Creation

Today, the economy, society and politics are confronted with multiple challenges regarding the future of value creation. These challenges are: The simultaneity of hyper-individualized demand patterns, global challenges such as climate change, food shortage or energy security as well as opportunities and risks through digitalization. Available and sustainable service offerings that create value-in-use are one way to develop solutions towards these challenges. Yet, due to the challenges, their design is characterized by high complexity and requires a new quality of collaboration in multi-responsible actor constellations. Thus, we pose the following research question: How can we succeed in supporting the invention, innovation, and reliable delivery of smart service offerings in complex service-product systems?Modelling is a well-known approach to reduce complexity and enforce understanding as well as innovation in socio-technical systems. As such, our approach aims at developing a formal mathematical model of service-oriented value creation. It allows to model and subsequently simulate new service-oriented and sustainable value creation configurations. It supports strategic management decisions like partner selection but also helps to identify operational design tasks of the system (e. g., interface compatibility).We draw on three concepts as a bases for our model about service oriented value creation:1.A Service has three dimensions: Potential, process and output/outcome2.Complex service-product-system appear, when digital smartness is added. Digital service-product-systems encompass four layers: Infrastructure respectively products and database, digital service, personal service and coordination in the system.3.Business Modelling is oriented in three dimensions: Value proposition (promis making), value creation (promis keeping) and value capture (producing value as well as splitting costs and benefits) Framed by these concepts we locate the space where service-oriented value creation can enfold. The methodological approach to generate the formal model from these concepts combines grounded theory and practice research. Theoretical literature review in the field of service-oriented value creation provides a deductive way to identify model elements and mathematical relationships between them. Practice research follows an inductive argumentation to tune the model towards real-world requirements and challenges (e. g., data availability). Thereby, it relies on discursive transdisciplinary workshop procedures to fuse both parts. The project consortium includes social scientists, industrial engineers and computer scientists. Companies from three industries are involved as practical partners with their service offers or innovation ideas: Services for local public transport in rural areas, services to promote transparency in project management in the construction industry and services to place additive manufacturing products as a service in medical markets.In our contribution to the Session we aim to share first results regarding the model. This encompasses: •The conception of the model on three levels: Meta Model, Domain Meta Model, Case Specific Model. The model elements their relationships and the reasoning behind them is explained.•The explanation of central computational functions as well as how modelling and simulation can aid in the design of service-oriented value networks.•First insights into the technical implementation and our planned open-source strategy.•Experiences with the transdisciplinary approach and outlook on next steps in the project.The ongoing research is funded under project number 02K20Z000 by the German Federal Ministry of Education and Research (BMBF) in the program "Innovations for tomorrow's production, services and work" and supervised by the Project Management Agency Karlsruhe (PTKA).

Anne Sophie Tombeil, Lukas Block

Conference Proceedings

Redefining SME Cooperation to Foster a Value-creation-oriented Approach and Propel Forward Cutting-edge AM Services in the Medical Market

Multi-actor collaboration in business ecosystems has gained importance over the years, not just in research and literature, but also in practice with enterprises veering towards service-oriented value creation to benefit from the competitive advantage it offers for each of the partners in the system. However, in order to harness the potential gains that are implicit in these new ecosystems, SMEs are challenged to develop new strategies to become part of a larger, more complex and dynamic community of co-operating and competing entities that encompasses specialists of different fields with multiple competences and skills, and to influence the building of new governance rules to guarantee their success. This paper depicts the value-creation-oriented approach of a German SME in the field of additive manufacturing (AM) to find its role and establish itself as reliable and valuable player within new multi-actor alliances with the aim of positioning innovative customized products in the medical market. The company’s motivation to reposition itself is driven by an underlying interest of changing the dependence on the existing traditional supply chain structures and promoting its contribution to innovation in the AM branch regarding “production as a service”. Therefore, the firm is willing to contribute to, explore and exploit new methods and procedures to model and simulate various value creation systems in order to support the strategic and operative decision-making in the context of the SME’s reality. For this purpose, three different use cases are considered for analysis: 3D-printed phantoms as visual models, realistic organ phantoms for the surgical training of surgeons, and orthoses and prostheses. The modelling of these three cases, along with further elements and scientific procedures currently under development, set the grounds for a research project in which the SME participates. The first stage of the analysis examines the competitive strengths of the company, such as the potential of the cutting-edge products and services, the processes and technical requirements; and outlines their (dis)advantages compared to similar offers currently available on the market, which with they compete. The second stage offers an insight on the multi-actor constellation in each of the three use cases while deciphering the synergies between actors, resources and processes and how they are intertwined. This phase lays the foundation for understanding not just the roles of the SME and of the other participants, but also the transfer mechanisms (flows of information, material or money) within the complex structures of the business ecosystems. The third stage deals with the SME’s strategies to reposition itself and the risks that it entails. The modelling allows the comparison of boundaries, necessary transitions and their related risks across all use cases. It also identifies the key challenges the SME has to overcome to build up its multi-actor skills on the path to establish new innovative service-oriented forms of value creation. This article offers some insights into the ongoing process of modelling and simulation of innovative ideas, as well as of the perceived value-in-use of the effort to contribute to the methodological development. It also includes a briefly description of the state of the art in the AM branch and of the SME’s core competencies in the medical field that allows for contextualization.

Adriana Rodriguez Casamayor, Sibylle Hermann, Hans Nopper, Thomas Lück

Conference Proceedings

Strategic Positioning in Service-Oriented Business Ecosystems: A Strategic Role Model Approach

In recent years servitization – a shift from traditional product-based value creation to-wards services – manifests in the transformation of whole industries. The offered ser-vice is more frequently created in service-oriented business ecosystems (SOBE) result-ing in a paradigm shift. Companies are grappling to strategically position themselves in SOBEs using strategic role models (SRMs). The various approaches for SRM in current literature cannot cover all aspects needed, to fully conceptualize strategic roles, that include relevant service-orientation properties.This paper aims to develop a SRM that is tailored to SOBEs which will help researchers and practitioners to identify and under-stand important roles in their SOBE. By integrating the service-dominant-logic (SDL) existing SRMs were merged into a SOBE-tailored SRM, combining a system- and model theory-based approach. The resulting model includes the three phases of a SOBE: preparation, formation, and operation. In each phase the model consists of three system levels: central value creation, complementary services, and enabling network. All system levels have a defined set of up to ten roles and their typical relationships. The designed six step approach – 1. identification of the SOBE, 2. identification of actors, 3. allocation of roles, 4. creation of role profiles, 5. description of relationships, 6. visualization of the SRM – was used to model and analyse a SOBE in the context of construction for plan-ning and construction of a commercial building. This paper shows, that by using the tailored SRM for SOBE enables a structured approach to detect crucial differences (e.g. increments of certain roles or actors) on a general level as well as in a specific SOBE from construction. This facilitates practitioners to analyse their strategic environment and to systematically develop new positioning alternatives by reducing complexity and struc-turing relevant information for positioning.

Gerrit Hoeborn, Yannick Becerra, Frederic Weingarten, Frederik Winkens

Conference Proceedings

New digital ways of creating value in retail

The COVID 19 pandemic led to a change in consumer behavior in the retail industry. While retailers were already facing increased competition from large online platforms before the Corona crisis, the pandemic has significantly accelerated this process and also introduced customer groups to online shopping that had not used it in earlier times. However, there is currently only a hesitant return to earlier shopping habits from which entire regional ecosystems - especially in rural areas and smaller towns - are now suffering. Many stores are giving up, and neighboring service providers (e.g., restaurants, culture, leisure industry) are also affected. Nevertheless, the pandemic has also shown that companies, that implemented new - often digitally supported - solutions very quickly, came through the difficult times better. For example, web shops as well as additional online and delivery services were able to mitigate the loss of sales in the stationary business.But it has to be noted, that retail is traditionally a rather less innovative industry. Expenditure on research and development, for example, is among the lowest in the entire service sector. It is not uncommon for small and medium-sized retail companies to lack a fundamental awareness of innovation and to have no corresponding processes and responsibilities defined there. The resulting deficits became obvious in the current pandemic and now leaves many companies with a dilemma: on the one hand, they notice that competitors are successful with new digital solutions, but at the same time they often have neither the competence nor the means to implement their own innovations. The knowledge about digitization as well as about the development of new solutions is simply not available in many small and medium-sized retail companies.The conference paper will present relevant digital innovations for the retail industry of the future - from interactive display boards and shop windows to digital price tags, new smart payment solutions and the use of augmented reality, artificial intelligence and service robots. Moreover, concepts and case studies will be shown how digital innovations can be successfully implemented step by step in small and medium-sized retail companies. The conference presentation will be complemented by the results of an expert survey in the retail sector.

Thomas Meiren, Ilyas Khan

Conference Proceedings

Technology - competence - learning within HR analytics solutions - a holistic approach to enable digital transformation and value creation

In times of organizational transformation, e.g. with regard to increased digitization or the development of new business models to improve value creation, it is necessary to identify competence requirements at an early stage. Therefore, trends and technologies require organizations to deal with the existing competences within the organization and to carry out early identification of competences in order to be able to react early to changing competence requirements.The Fraunhofer competence compass, which covers all process steps of a strategy-oriented competence management, is used as the basis for determining competence requirements. Competence management and the determination of competence requirements contained therein aim to make individual and organizational competences in the company tangible in order to be able to use them profitably (e.g. with regard to competitiveness and value creation) and to be able to develop them systematically and in a targeted manner. In combination with the results of the trend and technology analysis, job profiles of the future with new competence requirements then can be developed or new job profiles can be identified. What is the challenge then for HR? The challenge is to establish a data driven competence management, hence to make use of HR/People Analytics. This requires a consistently data-based architecture that anticipates new business requirements and identifies the resulting necessities for developing new competences. Subsequently, learning offers adapted to the needs of the employees and their requirements are proposed, implemented and evaluated. For this purpose, existing data models have to be evaluated and possibly redefined, data sources have to be newly developed and in a "control center" e.g. in the form of an AI-based dashboard. In the context of data-based competence management activities, practical data analytics procedures must also be identified, implemented as prototypes and tested. Thus, HR is faced with new requirements in the field of HR/people analytics. HR should be able to carry out or support well-founded data analyses, how these and corresponding hypotheses relate to business-relevant questions (such as the development of value creation) and what actions can be taken based on the analyses. This requires more than just IT competence, it also requires specialist technical knowledge. However, what is needed is the ability to translate strategic questions of corporate development into relevant hypotheses, to obtain the relevant data and to analyze them. Finally, the contribution tries to relate the approach of a strategy-oriented competence management and the characteristics of workforce ecosystems, a new strategic approach to the future of work, and to draw corresponding conclusions for HR/people analytics.

Bernd Dworschak, Alexander Karapidis

Conference Proceedings

Innovation Labs as Value Co-Creation Platforms in Research Ecosystems

Digititalisation has significantly altered economic structures and has increased the speed of innovation. One result of this development is that competition does no longer exclusively take place between individual organisations that offer similar products and services, but also between entire sectors and ecosystems that disrupt the usual value creation logic. Taking this ecosystem perspective into account, value creation is no longer limited to single organisations but increasingly requires interaction and cooperation between organistions. Focus shifts towards a value co-creation approach, in which companies create joint value propositions towards common target groups. Consequently, collaboration and coopetion are widely discussed themes within the business research agenda. However, in order to convince organisations to participate in a value co-creation ecosystem, there must be added value for the co-existing actors within the ecosystem. This is especially challenging when the added value cannot be directly measured in terms of revenue or monetary performance indicators. This often applies to research ecosystems or – more broadly – where the public sector is involved. In this context, academia is lacking insights on how inter-organisational interaction and value co-creation can be facilitated within the research ecosystem itself. At the same time, innovation labs have become increasingly popular for co-creating product and service innovations within the business context. The aim of this paper is to examine, whether and how the approach of innovation labs can act as platform for value co-creation in research ecosystems.Our research is based on a literature review in which we analyse and compare exisiting research on value creation in ecosystems and innovation labs. Focus will be laid on detecting reccuring themes and major concepts. In a subsequent step, casaul mapping will be applied in order to outline and examine the network and links between different key concepts. In addition, established concepts such as the Value Proposition Design as well as the Jobs-to-be-done theory will be examined for applicability to value co-creation ecosystems.This paper helps to establish deeper knowledge, facilitate theory development, and uncover blind spots in value co-creation in research ecosystems. Based on a literature review, a conceptual model will be derived, outlining networks and links between actors of the research ecosystem and how innovation labs can act as platform or nucleus within this research ecosystems in order to facilitate value co-creation. The identification of key concepts and connections between concepts will open up future research potential. By collecting empirical data in subsequent research endaveours, the model can be further developed and refined. Furthermore, exisiting literature gaps and blind spots in academia on research ecosystems are highlighted.

Lena Ahner, Benedikt Wohlmuth, Nicole Gladilov

Conference Proceedings

Analysis of home hospice from a systemic design perspective

This paper reframes the hospice service system from a systemic design perspective and considers it as an extreme case of the wicked problem in the healthcare field. Through literature review, we first derive the feasibility of using systemic design thinking to analyze and intervene in hospice services from a theoretical level. Then, a multi-case comparative analysis was conducted to identify the commonalities in existing service system models. Next, we further explore the correspondence between these commonalities and system design features to confirm the presence of systemic design in hospice service systems. Also, the highlights and omissions of the existing cases are analyzed under the lens of systemic design, providing a reference for subsequent related research and system construction.

Yang Zhao, Wen Tang

Conference Proceedings

Industry Academia Collaboration in UX Education: Bringing the UX Industry into the Classroom

Students interested in a User Experience (UX) career are facing a multitude of barriers when leaving academia: a competitive, saturated market; poorly written job descriptions and companies unsure of the duties performed by UX practitioners; a rapid evolution of the market and emerging technologies; and individual uncertainty of career direction, be it UX Research, UX Design, User Interface Design, Interaction Design, Front End Design, or more. By developing professional networks and mentor relationships with Industry professionals, students can enhance their understanding of the field of UX and become more acquainted with industry expectations such as working with clients, title definitions, current and emerging technologies, evolving business needs, and streamlining their career focus.To support the industry-academia collaborations, a strategy was developed using a hybrid teaching model, I-SPACE (Innovation for Students, Practitioners, Alumni, and Community Engagement) that brings industry professionals into a college course on UX via online platforms such as zoom and Miro thus creating a virtual internship experience. The I-SPACE teaching method was co-created by design educators and industry professionals for the purpose of simulating internship experiences within an online course. The online virtual internships with industry professionals are conducted in three 5-week segments over a 15 week semester, to give students exposure to three distinct UX industry models and three sets of industry professionals. The goal of the virtual internship is to enhance career preparedness post-graduation through industry exposure, build a social network of professionals in the field of UX, and establish mentors.This paper will discuss the structure of the course, interactions with industry professionals in UX, and engagement with subject matter experts (SMEs). It will also discuss a comparison to traditional internships and a virtual I-SPACE internship experience in terms of the impact on student work, mentorship, and professional networking that are unique to the I-SPACE collaboration strategies and the insights of the industry mentors on the virtual internship strategy. Implications for virtual internship experiences will be addressed regarding issues of diversity, equity, and inclusion in internship opportunities and potential barriers will be identified.

Debra Satterfield, Ryan G Wilson, Azalea Houdek

Conference Proceedings

Traces of Memory, Footprints of Material

Our environment is the key component of our survival on earth and has the most optimal solutions that worked for three and a half billion years. Dr. Janine Benyus, pioneer in the field of Biomimicry has shown that when we emulate nature's designs and processes, we can create a healthier, more sustainable planet. Natural phenomena all around us can be the inspiration for solutions to our current problems. Human body is full of inspirations. One of the most efficient parts of a human's body is their brain. As humans go through time, their brain creates new connections and destructs the unnecessary ones to not misuse the limited resources of the brain. The result of this behavior is making new memories and forgetting the old ones. Research shows that this behavior of the brain which results in forgetfulness is a healthy process and is crucial to brain functionality. This dynamic part of the body changes as it goes through time. Just as humans go through time, so do the materials we create. Designing materials that do not exhaust the limited resources of earth can be inspired by those natural evolutionary processes that have engineered our magnificent brains. Such process creates materials that are responsive, dynamic, and easily return to enrich the cycle of life. This project is inspired by how our mind and body work. As technology advances while being inspired by brain processes in material creation we’re invited to open new doors synthesizing natural processes with current technologies. While we explore the opportunities for more sustainable materials development through additive manufacturing and computational designs, we collaborate with nature to bring these ideas to life. The result of this project showcases a taxonomy of bio-degradable materials that has been designed and created utilizing Rhino-Grasshopper and Robotic Fabrication using UR10 robotic arm. In these material prototypes, the behaviors of sample materials such as shape change, and strength have been studied to explore the opportunities they provide by engineering material properties as well as geometrical features. This study emphasizes on the need to take meaningful actions in creating sustainable materials that do not exhaust the limited resources of earth.

Narges Goshayeshisafa

Conference Proceedings

Co-Designing a Friendly Robot to Ease Dementia

Currently the majority of care provided to a person living with Alzheimer’s disease or related dementia (ADRD) is from a family caregiver. There are approximately 55 million older adults in the world living with AD [1]. By 2030, there is estimated to be 8.4 million Americans living with Alzheimer’s [2]. Due to impaired memory and cognitive function, persons with ADRD often face pressing challenges such as loneliness, social isolation, anxiety, depression, and stress, which in turn accelerate cognitive and functional decline, increase premature mortality, and significantly reduce quality of life in these persons [3-6]. Our project aims to develop a scalable, personalized, accessible tool, named friendly robot to ease dementia (FRED), to engage with persons with ADRD and alleviate their challenges. Using state-of-the-art artificial intelligence (AI) and robotics techniques, FRED will assist with cognitive enrichment and physical activity to improve activities of daily living and quality of life for persons with ADRD and their care partners.By incorporating human centered design methods, our research engages the caregiving and Alzheimer and dementia community in the design of a non-drug intervention. Our paper will share results from our participatory focus group, which included people with ADRD and their caregivers (n12), in the assistance of the design and interactions of FRED.A thinking-aloud protocol was adopted once we had a prototype of FRED to share, where users were able to express freely any problems and/or concerns during interaction. Insights from the thinking-aloud results were used to improve the user interface design to enable the users and robot to interact and collaborate in an effective, natural way. Additional focus groups with our improved design are forthcoming.From our first stakeholder focus group, we have identified that ADRD patients need structure, organization, and routine. Initial reactions of the social robot were positive and supportive. Feedback from the focus group was carefully documented and the results will be shared in our paper.[1] World Health Organization, Dementia, 09/20/2022, Available from https://www.who.int/news-room/fact-sheets/detail/dementia [2] J. Resendez, S. Monroe, A Vision for Equity in Alzheimer’s Research in 2020, UsAgainstAlzheimer’s; [02/20/2022], Available from https://www.usagainstalzheimers.org/blog/vision-equity-alzheimers-research2020. [3] E.B. Larson, C. Stroud, Meeting the Challenge of Caring for Person’s Living with Dementia and their Care Partners and Caregivers: A Way Forward, Washington, DC: The National Academies Press, 2021. [4] P.N. Bennett, W. Wang, M. Moore, C.Nagle, Care Partner: A Concept Analysis, Nursing Outlook, Vol. 65, No. 2, pp. 184-194, 2017 [5] National Institute on Aging. Basics of Alzheimer’s Disease and Dementia, Available from https://www.nia.nih.gov/health/what-is-dementia [6] A. Atri, The Alzheimer’s Disease Clinical Spectrum: Diagnosis and Management. Medical Clinics, Vol. 103, No 2, pp. 263-293, 2019

Kimberly Mitchell, Xiaopeng Zhao, Robert Bray, Luke Macdougall, Ella Hosse, Matt Rightsell

Conference Proceedings

Game Theoretic Modeling of User Innovation and Venture M&A Processes

User innovation and venture M&A mechanisms enable value co-creation that utilizes knowledge and skill of individuals through the interaction between stakeholders. Given that the applicable methods for external innovation continue to diversify and economic efficiency becomes a relevant criterion of innovation process performance, they need to fit to the market environment and business model in order to be effective in value creation. But there is not enough analysis that takes the factors such as product characteristics and degree of consumer value diversity into account, and implication regarding the correspondence relationship between them and the adequate form of value creation process is scarce. This study proposes a game theoretic model that investigates the fitness of external R&D methods to the environmental factors. The model is analyzed by a numerical simulation, and how the environmental parameters such as product price, quality and innovation cost affect the relative social surplus of the proposed models is systematically examined. The condition of parameters in which each mechanism induces a relatively superior performance in terms of production quantity and social surplus is computed.

Sangjic Lee, Kohei Nishiyama, Nariaki Nishino

Conference Proceedings

Influence of Pre-Video Explanation through an Acquaintance on Perception and Purchase Intention in Japanese Sake Tasting

In social media marketing, the impact of the relationship between the information provider and the receiver on marketing effectiveness has recently been the focus of much attention. However, in the field of tasting marketing for alcoholic beverages and other products, such differences in the relationship have not been adequately examined. This study examined how factors related to the degree of relationship to the characters in the video affect purchase intentions for the sake tasting experience, comparing the case where tasting participants know the informant in the video with the case where they do not know. The results showed a statistically significant positive relationship from cognitive perception to purchase intention for both knowing and not knowing the character in the video. Furthermore, there was a statistically significant positive relationship from sensory perceptions such as aroma to purchase intention only when the character was known. This research will contribute to the development of tasting marketing that takes into account the nature of the relationship between the information provider and the receiver.

Kengo Matsumura, Hisashi Masuda

Conference Proceedings

Examining local food deserts using visual analytics

Food insecurity, an economic and social condition where households have limited access to nutritious food, is a long-standing and growing problem in both the rural and urban areas of the United States. Food deserts refer to areas that do not have adequate food access to affordable and nutritious food. Food deserts can be characterized by availability, accessibility, accommodation, affordability, and acceptability (5A’s). This research investigates food deserts in Mecklenburg County, North Carolina, which includes the city of Charlotte. The food insecure population estimate in Mecklenburg County is about 15% which is higher than the national average of 11%. Using visual analytics, a combination of analytics and human factors, this study aims to examine how age, education, and income are related to food deserts in Mecklenburg County. Data gathered from US Census Bureau was used for analysis. Results indicated that education and food desert status, and age and food desert status in Mecklenburg County were related.

Henry Washington, Steven Jiang, Lauren Davis, Hyung Nam Kim

Conference Proceedings