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, Rainer Nägele, Clara Bassano, Debra Satterfield

Topics: Human Side of Service Engineering

Publication Date: 2024

ISBN: 978-1-964867-19-9

DOI: 10.54941/ahfe1005077

Articles

T-shaped Professionals: The Past, Present, and Future of MyT-Me Development

This paper discusses the past, present, and future of developmental planning for T-shaped professionals (Gardner 2017; Freund 2018; Saviano et al 2016). Professionals with extensive T-shape experience are able to combine deep problem-solving expertise with broad communications skills across different roles and work more easily across disciplines, cultures, systems, emerging technologies, work practices, mindsets, and more. While the general notion of a T-shaped professional is well established in the literature, strategies for creating a “personalized T-shape development plan” for an individual, team, or organization remain elusive. A central challenge to date for creating a T-shape development plan is establishing a baseline assessment from which to set developmental goals. Herein, we present a proposed approach to meeting this need. MyT-Me is a prototype web-based T-metric tool that computes a MyT-Me score based on an analysis of a resume or LinkedIn profile and then displays a T-shape profile in a dashboard compared with the 25th, 50th, 75th, and 95th percentile scores of stratified subsets of others who are also on the MyT-Me platform. With the rise of generative AI for coaching tasks, there has never been a better time to revisit this topic of developmental planning for T-shaped professionals. While much work remains, our motivation in this conceptual paper is to begin to illuminate both diverse challenges and exciting opportunities ahead.

Louis Freund, James Clinton Spohrer, Pavel Savva, Yash Gandhi

Conference Proceedings

From Generative AI to Generative Organizations: A Service Lens on Organizational Learning and Development

GenAI has conquered the world in flight. Balancing benefits and risks of introducing GenAI the question organizations are asking themselves is not whether to use GenAI, but how: integrate into the "run" of existing processes, "transform" the processes or "innovate" the organization at all (Spohrer, 2021, March, 1991)? On the other hand generative learning in the organizational context is in theory hardly characterized beyond rudimentary properties (Chiva et al., 2010, Senge, 1997). Our research focuses on building theoretical knowledge and practical implications of "how GenAI can be used to transform organizations to generative organizations for improving organizational learning and development". To address the research question we take a service lens and ground our research design on a broad knowledge base of theories, concepts, company practices, and instantiations that address individual parts of our research. The purpose of the paper is to explore how the introduction of GenAI can be used in a "land and expand" strategy to develop also other generative capabilities (GenXX). In this way, the study contributes to building knowledge about how organizations can continuously scale up their capacity to (co-) create value to learn, to adapt, and thus to develop.Methodology and Approach Our research design is seen as overall strategy in order to integrate in a logical way the different components of our research for ensuring that the research question will be thoroughly analyzed and investigated (Khanday S., 2019). A conceptual paper as approach and within this a “model” as type of paper is selected for building a conceptual framework that predicts relationships between the properties and the processes in the context of introducing GenAI. For explaining the properties of the phenomenon, we draw on the domain theories Service-Dominant Logic and Service Science. To demonstrate and study the relationships of the properties Service Dominant Architecture is chosen as method theory (MacInnis, 2011, Jaakkola, 2020, Gilson and Goldberg, 2015).Findings The study contributes to theory building referring to the terms and mechanisms of building generative capabilities and generative learning of organizations. More precisely, this means: The extension of the definition of "generative". The narrative and process of learning and building generative capabilities (GenXX) via service for service exchange provided by S-D Logic. The structural perspective on generative learning judged by Service Science as improvement of a service system or the structure of interconnected service (eco) systems. And architecture perspectives as (construction-) plan as medium and output for the intentional building of generative capabilities and fostering learning to improve change by Service Dominant Architecture. In this way, this work also contributes knowledge for practical decisions to foster organizational learning in the sense of "land and expand" with the introduction of GenAI.

Markus Warg, Eric Schott, Markus Frosch

Conference Proceedings

Exploring regulatory frameworks for AI/ML through different lenses: A comparative approach

The recent rapid availability of AI/ML technologies to the general public has hastened responses varying from governments' consideration of imposing regulations to international and regional organizations in setting technical standards. Initiatives at national and international levels have thrown into sharp relief the differences in the way major global jurisdictions approach the governance and regulation of new, emerging technologies. The most prevalent model of analysing and characterising these approaches looks at the legal and socio-economic arrangements that define and govern the relation between the state, markets, enterprises, and citizens. This paper will use this model to map the respective roles of these stakeholders and their interaction within the emerging AI/ML ecosystem. The analysis will focus on the consumer/citizen lens under the watchful eyes of the governance and regulatory perspectives. This is followed by characterization of the governance and regulatory frameworks proposed by governments in the U.S., Europe, and China and identify the differences in policy priorities and preferences that shape their respective approaches. The paper concludes with an initial analysis of commonalities and divergences of these different approaches to AI/ML regulation, which could serve as a basis for further study.

Stephen Kwan, Christian Stiefmueller, Christine Leitner

Conference Proceedings

Harnessing Growth-Mindedness to Enhance Organizational Effectiveness

We consider the organizational and individual benefits of implementing activities focused on increasing employee growth mindedness within a global Fortune 500 organization, with the objective of enhancing organizational effectiveness and employee retention. Growth Mindset Theory, pioneered by Stanford psychologist Carol Dweck, focuses on promoting an environment of continuous learning and openness to growth and change. Mindset theory, more broadly, posits that there are two essential mindsets, or frameworks, from which we operate: a “fixed mindset” where one believes that ability is predominantly innate and a “growth mindset where one believes that ability is in large part learned. We examine the dynamic of instilling a growth mindset within an organization, and the activation effect of injecting growth mindset-focused activities within a larger employee engagement initiative.Selected ReferencesCaniëls, M. C., Semeijn, J. H., & Renders, I. H. (2018). Mind the mindset! The interaction of proactive personality, transformational leadership and growth mindset for engagement at work. Career development international, 23(1), 48-66.Cutler, S., Xia, Y., & Beddoes, K. (2022). A Growth Mindset for Peer Review: Guidelines for writing constructive peer reviews. Conference Proceedings Hawaii International Conference on Education. https://par.nsf.gov/biblio/10378438Dweck, C. S. (2019). The Choice to Make a Difference. Perspectives on Psychological Science, 14(1), 21–25. https://doi.org/10.1177/1745691618804180Dweck, C. S (2016). Mindset: The New Psychology of Success. How We Can Learn to Fulfill Our Potential. Ballantine Books, New York.Dweck, C. (2014). Talent: How companies can profit from a "growth mindset". Harvard Business Review, 92(11), 7.Dweck, C. S., & Hogan, K. (2016). How Microsoft uses a growth mindset to develop leaders. Harvard Business Review, 1–4.Fulmore, J. A., Fulmore, A. L., Mull, M., & Cooper, J. N. (2023). Reducing employee turnover intentions in the service sector: The connection between human resource development practices and employee engagement. Human Resource DevelopmentQuarterly, 34(2), 127–153.

Jonathan Lenchner, Anna Topol, Mariusz Sabath, Laura C. Anderson

Conference Proceedings

The Allocation of Decarbonization Responsibility and Institutional Innovation Under the Value co-Creation of Service Ecosystem

Any innovation and action will be stifled due to a lack of either institutional support, a certain density of resources, or effective collaboration among participants. At present, the basic theory to deal with climate change within the international community is generally based on the economic theory of external public goods, while the theory of policy tool design is mainly based on the Pigovian tax principle and the Coase Theorem of property rights. However, the future will be an era of service economy, and service is the basis of all exchanges. Based on the service- dominant logic, this paper intends to discuss the choice of responsibility allocation principle for emission cutting, propose an innovation scheme of decarbonization system based on the principle of shared responsibility, and then put forward thoughts and suggestions on the realization of decarbonization schemes by using the value co-creation theory of service ecosystem.

Wenjuan Zhang, Baoming Yang, Guangbin Wang

Conference Proceedings

Governance of interconnected value creation systems: rules of engagement for effective cooperation among companies in a competitive context

In the context of the digital transformation of the 21st century, this paper explores the evolution from traditional, hierarchically organized value chains to dynamic, networked multi-actor constellations. The focus is on identifying and analyzing suitable governance mechanisms that are crucial for the success of both individual partners and the value creation system as a whole. Through a combination of comprehensive literature research and qualitative interviews with various leading experts from business, science, and politics the relationships between value creation, networking, and governance were analyzed as part of this study. This emphasizes the importance of transparency, motivation, and trust in these networked systems and discusses the use of technology to ensure effective governance. Technologies can be used to create data security through the traceability and immutability of data. The literature shows that there are no universal solutions, but that individual, situation-specific approaches are required that combine legal expertise and the use of technology. The results of the study indicate that customers are increasingly becoming integral parts of networked value creation systems, with data protection, laws and guidelines, exit plans, exploitation rights, and the challenges of international contract negotiations playing key roles. The work provides important insights into the need for continuous adaptability to constantly changing framework conditions.

Rainer Nägele, Anne Sophie Tombeil, Peter Ohlhausen, Anja Braun, Daniel Palm, Luca Dolgow, Alban Hajzeri, Gregor Henn, Sandra Luther, Bjarne Meyer-clasen, Franziska Sauter, Isabel Schlecker

Conference Proceedings

Towards Cognitive Service Systems–a framework for conceptualizing AI-supported value co-creation

Service systems are evolving from traditional service systems to smart service systems to cognitive service systems based on the evolution of technological capabilities. However, humans in service systems might change work or life situations, have cognitive capabilities, and suffer from bounded rationality. In addition, humans face acute problems like knowledge burden, half-life of information, and being flooded by data, information, as well as knowledge. To overcome these problems, traditionally humans learn and acquire skills, knowledge, and experience through entrepreneurship and innovations. But modern technologies like AI, generative AI, and IoT usher a new horizon to overcome those problems through the harmonious interactions between humans and generative AI. In this research, we propose a framework of cognitive service systems that focuses on the following aspects: Humans interact with generative AI harmoniously and consider these technologies as assistants, collaborators, coaches, and mediators in the cognitive service system. Therefore, the proposed model of cognitive service system is described by developing a hierarchical topology of tools, assistants, collaborators, coaches, and mediators (TACCM), which ultimately expands the evolution of service systems with the co-evolution of technological capabilities. Practically, the TACCM topology supports humans regardless of industries and their professions, race, creed, and gender to co-create value through harmonious interactions with technologies.

Md Abul Kalam Siddike, Jens Neuhüttler

Conference Proceedings

Co-Creation of "Value-in-Context" in High-Quality Service: A Case Study

Although the co-creation of value in high-quality service improves quality, it sometimes entails the risk of losing intangible knowledge, which constitutes a company’s competitive advantage. Therefore, a mechanism in which value is strategically co-created without the loss of strength is needed. We conducted a case study using the framework of Service-dominant logic to clarify the mechanism of value co-creation in high-quality service. The study found four kinds of operant resources with different functions in a micro-level ecosystem, which showed the co-creation of “value-in-context” in high-quality service. The value co-creation was achieved through a highly standardized but systematically allowed moderate level of humanistic dependency under shared values. This scheme is a mechanism for co-creating intangible knowledge, a competitive advantage that is difficult to imitate. The contribution of this study is that it presented a case of how the co-creation of “value-in-context” is achieved within a service ecosystem through multiple operant resources with different functions.

Miwa Nishinaka, Hisashi Masuda

Conference Proceedings

A form of value co-creation in an innovation success team

Creating a new business in the manufacturing industry is more difficult than creating a new business in the retail industry or IT platform business due to the large amount of investment and the long time it takes to recover the investment. Moreover, the innovators of disruptive business ideas are often criticized as insane by many within the manufacturing company and cannot even begin to consider proof of concept. Under these circumstances, it is still very useful to refer to good examples of past innovations where ideas survived and were widely disseminated in society. In this study, the process is focused on which an unconventional idea gains support from within the company and potential customers and finally becomes the majority. From this process, it would be able to get the practical requirements of resource, mindset, motive, and interaction with others of human resources who promote innovation. This knowledge could have social and practical value and be aimed at establishing education and training services for spreading this value. Although there are many examples of analysis of innovators who create unique ideas, this research focuses on the people around innovators, especially those who play an important role in the unsung worlds. This report is a case study of a team that created a famous innovation and is based on data from individual interviews with multiple people around the innovator. From the analysis result about the complementary relationships and interactions between the innovator and nearest neighbors in this case, first, it was found out that incubation of that idea was developed effectively because several electronics-related organizations were integrated forcibly into one subsidiary. Second, after one year of consideration, an innovator came up with an idea that was different from common sense and that could only be won by their own company, and based on that vision, some of the employees enthusiastically provided services. Third it was also shown that commitment to the mobile phone-type demo device with a finish that is easy to imagine led to support within the company and immediate adoption by customers.

Takaki Yasuda, Koki Ijuin, Chiaki Oshiyama, Naoshi Uchihira, Takuichi Nishimura

Conference Proceedings

Development of food bank data visualizations using eye tracking

Food banks are key players in the fight against hunger. The complexity of the food bank operations data makes decision-making very challenging. Data visualization can allow food bank operations managers to quickly and easily understand the data and make evidence-based decisions. However, poorly designed visualizations could be confusing and/or misleading. This study uses eye-tracking technology to understand how users interact with various food bank data visualizations and use eye-tracking data to better design those visualizations. The findings of this study will have an impact on improving the effectiveness and efficiency of the food bank operations.

Steven Jiang, Henry Ivuawuogu, Amir Milad Javadi, Mikaya Hamilton, Lauren Davis

Conference Proceedings

Role of T-shape in IT academic research

The T-shaped model of education, which combines a broad understanding of various IT domains with deep expertise in a specific area, is a valuable approach for preparing students to contribute effectively to multidisciplinary teams. However, the role of T-shaped experts in academic research deserves more attention. This abstract explores how T-shaped expertise can enhance interdisciplinary collaboration, foster innovation, and advance IT academic research.The T-shaped model enables researchers to bridge disciplinary boundaries and collaborate across diverse fields within IT academia. Interdisciplinary collaboration, a key aspect of the T-shaped approach, allows researchers to integrate their strengths to address complex problems, leading to innovative solutions and transformative discoveries. It also promotes a holistic understanding of IT phenomena and uncovers new research opportunities at the intersection of technology, society, and the environment.Effective communication and collaboration skills are emphasised in the T-shaped approach, facilitating interdisciplinary research endeavours. By fostering a culture of open dialogue and knowledge sharing, interdisciplinary teams can leverage the collective intelligence of their members and maximise the impact of their research outcomes.This abstract also presents the methodology of managing, maintaining, and developing a team of T-shaped members, using the Laboratory of Service Systems at the Faculty of Informatics, Masaryk University, Brno, Czech Republic, as an example. The laboratory’s wide-ranging aims include Smart Service systems, such as Smart Cities, the application of Open Data, data quality investigation, analytical work in the domain of Smart services, and methodological expertise in the domain of Smart Cities. The lab members collaborate in synergy, work on various types of projects, grow through these experiences, and contribute to the lab’s diverse tasks. Their T-shaped knowledge is crucial for achieving this synergy. The paper also discusses the successful collaboration of the lab with external partners, such as companies and public institutions, and how it benefits both the academic and the practical aspects of the research. Best practices will be presented in the paper.

Leonard Walletzký, Zuzana Schwarzová, Janka Marschalková, Klára Kubíčková

Conference Proceedings

Support Vector Machines Models for Human Decision-Making Understanding: A Different Perspective On Emotion Detection

The high integration of artificial intelligence (AI) into our daily life has led to get much research on the technology's potential, particularly with its ability to understanding human emotions during complex decision-making processes. Our study mainly focuses on the potential of Support Vector Machine (SVM) models in facial emotion recognition (FER), an important aspect of human-computer interaction (HCI) and examines this potential through the Viable System Approach (VSA) perspectives.The importance of HCI is highlighted in this study, which recognizes the significant effects of AI and the Internet of Things (IoT) on several aspects of human beings. The understanding of emotions as an important difference between human and machine is an ongoing issue, underlining the necessity for AI to incorporate emotional intelligence. The main objective of the project is to fill the knowledge gap existing between AI and human surroundings, ethics, and social factors. To achieve this, it focuses on two main objectives:1.Theoretical Value: Exploring the relationship between human emotions and the processes involved in making decisions in different social circumstances through the lens of VSA.2.Practical/Experimental Value: Developing and testing various SVM models for the automatic recognition and classification of human emotions, with the aim of understanding which parameters most affect the classification accuracy.Such a multidisciplinary methodology allows to bring together different ideas from computer science, machine learning, marketing, psychology, sociology, and business economics, providing a comprehensive understanding of AI's role in complex systems, especially in emotional perception and decision-making.From an experimental point of view, we realized three different SVM models based on the most widely used kernel functions (linear, polynomial, and radial). Then, we used the "Japanese Female Facial Expression (JAFFE)" dataset to test the models on three different configurations of the initial data, to understand which parameters are most influential for the performance of the classifiers and to investigate the limitations and potential of SVMs for emotion recognition. The paper's originality lies in its multidisciplinary nature, integrating computer science with VSA, providing a fresh perspective on FER. This approach is not just about developing a framework for HCI but delves deeper into understanding the social dynamics underlying decision-making. In addition, our study exhibits a good experimental novelty, offering new insights into the impact of different parameters on SVM performances. In conclusion, our paper emphasizes the significance of emotional aspects in HCI and the potential of AI in understanding human emotions. By employing the VSA, it extends the discussion on AI’s capabilities in complex decision-making processes, highlighting the necessity for AI systems to resonate cognitively with human users in increasingly digital environments.

Paolo Barile, Aysel Alizada, Clara Bassano

Conference Proceedings

Designing towards productivity: A centralized AI assistant concept for work

Recent research has shown that Artificial Intelligence (AI) assistance can significantly improve workers’ productivity. Software such as Zoom and GitHub have also recently introduced AI into the system, marketed to enhance users’ productivity. While each software has its platform, users tend to feel overwhelmed by the numerous workplace tools available. In this paper, we introduce the concept of a centralized platform based around an AI chatbot that can answer user queries from the company's knowledge base and act as a personal assistant to help the user with daily workplace tasks. Exploratory interviews confirmed the need for such a system and gathered users’ expectations, guiding the direction of the preliminary sketches. The concept is evaluated by productivity support's design and interaction aspects without implementing a functional AI chatbot. This research uses qualitative data from multiple rounds of moderated usability testing to identify factors impacting perceived usability. Results showed that participants recognized the system's potential benefits and the overall usability of the design. Participants also highlighted the positive user experience resulting from the capability to access third-party workplace tools for personalized productivity, the conversational and transparent task support interaction, the streamlined workflow with smart suggestions, and the usefulness of a tutorial for learning about the new concept. The research explores a potential shift in the role of workplace support chatbots from question responders to task collaborators. Further research can also look into the actual implementation of such systems, measure their impacts on users' productivity, and explore potential challenges and ethical considerations in deploying these AI assistants in real-world business settings.

Tam Cao, Yi Qing Khoo, Shivani Birajdar, Zhiyun Gong, Chia-fang Chung, Yassi Moghaddam, Anbang Xu, Hridhay Mehta, Aaditya Shukla, Zhilin Wang, Rama Akkiraju

Conference Proceedings

The Customer's Preparedness and Product Quality - Impacts on Customer Satisfaction

This paper explores whether customer satisfaction survey results should be interpreted in terms of both the quality of the product as received and the customer’s preparedness to engage with it as expected. We designed a controlled experiment and conducted it with 103 participants. The study confirms that the participant’s overall satisfaction with a small product comprised of five pieces needing assembly (presented at three quality “levels”) was strongly related to both its quality level and to their own preparedness to assemble it.

Louis Freund, Assil Talbi, Stephen Kwan

Conference Proceedings

Enhancing Trust in LLM Chatbots for Workplace Support through User Experience Design and Prompt Engineering

Traditional chatbots have been essential for workplace support. With the rise in Large Language Model (LLM) chatbots and their quick and efficient solution to user queries, this new generation of chatbots will soon enter the field of workplace support to assist with IT, HR, and general workplace queries. However, trust concerns with LLM chatbots, which arise from factual errors, inaccuracies, and suboptimal response formatting, have become prominent and will be particularly critical in professional settings such as employee support within a company. This paper investigates factors influencing user trust in AI chatbots for workplace support, proposing solutions through UX design improvement and prompt engineering experiments. We conducted mixed-method user research to study the impact of response formatting and presentation on user trust and experience. Our qualitative user interviews and contextual inquiries aim to understand users’ expectations of these chatbots and their perspective of usage, followed by user surveys that validate users’ preferences through quantitative measures. The findings reveal that trust challenges arise from a perceived lack of credibility and transparency as a result of hallucinations, as well as concerns about data privacy. They also show the need for improved chatbot conversational experiences with more human-likeness, better contextual understanding abilities, and higher flexibility in input and output formats. To address these challenges, our research uniquely proposes and implements a solution based on the interception of UX design and prompt engineering. Actionable UX design implications for a trustworthy interface are outlined, along with prompt engineering solutions demonstrated through a prototype. This research contributes to the evolution of AI-driven chatbot technology, aligning with the broader goal of enhancing user satisfaction and trust in automated support systems. This paper provides valuable insights for AI chatbot developers, designers, and researchers to meet the critical need for effective and reliable chatbots tailored to workplace support. This study also points to opportunities for future research topics around trustworthiness in Artificial Intelligence to explore how diversity, technology, research design, and ethical aspects would factor into user trust and experience.

Zhiyun Gong, Shivani Birajdar, Tam Cao, Yi Qing Khoo, Chia-fang Chung, Yassi Moghaddam, Anbang Xu, Hridhay Mehta, Aaditya Shukla, Zhilin Wang, Rama Akkiraju

Conference Proceedings

Use of a robot and the personalization of information provision in tourism marketing promotions

Although a framework for artificial empathy exists in marketing research, the marketing effects of artificial empathy when using robots and generative artificial intelligence (AI) have not been sufficiently verified. This study shows that in the promotion of tourism services, artificial empathy can be achieved through the use of robots and personalization of the way information is conveyed. We established and verified a research model based on the hypothesis that influences visit intention. When using personalized explanations with generative AI, artificial empathy had a statistically significant positive impact on visit intention through helpfulness and perceived connectedness. Merely using robots cannot influence the outcomes (visit intentions). However, even without changing the main promotional content, we can influence the outcomes by personalizing the presentation to match audience preferences.

Hisashi Masuda, Kanae Kochigami, Yin Jou Huang

Conference Proceedings

Beyond traditional boundaries: The impact of Generative Artificial Intelligence on higher education

The upcoming of Generative Artificial Intelligence has initiated a transformative era across various sectors, education being a prominent one. Especially in university settings, this technology redefines the landscape of traditional learning methodologies and experiences. This paper investigates this fact by analyzing the knowledge acquisition of students augmented by Generative Artificial Intelligence. For this purpose, we evaluate this technology via two meaningful student situations. First, we shift our focus to the journey of composing one's first scientific article, exploring the various stages from conception to completion, inclusive the complexities and hurdles encountered. Second, our research delves into the process of mastering a new programming language within the realms of Machine Learning and Artificial Intelligence, examining the intricacies and challenges involved. We evaluate the two learning situations along the three critical dimensions “Efficiency”, “Competency”, and “Creativity”, providing a holistic view of the educational differences. In the realm of “Efficiency”, the paper evaluates the speed and success rate of both learning processes. Regarding the aspect “Competency”, the focus shifts to the depth of understanding and skill acquisition. Under the purview of “Creativity”, we investigate how the approach supports students to exceed their own limits.

Johannes Stübinger

Conference Proceedings

Concept and prototypic implementation of a tangible user interface for psychosocial interventions in the context of dementia

Demographic developments are not only increasing the proportion of older people in society, but also the number of people with physical and/or mental impairments becoming dependent on support, for example in nursing homes. Dementia is one of the most common and consequential psychiatric diseases among elderly. The progressive decline in cognitive and motor skills significantly impairs the quality of life of dementia patients. This also poses a great challenge for caregivers, especially in terms of communication and social interaction. Within the framework of psychosocial interventions, they try to maintain the cognitive performance and improve the emotional well-being of those affected. Music and reminiscence therapy have proven to be effective approaches in this context. While digital media are hardly used in practice so far, research already shows approaches how corresponding therapies can be supported by their use. This paper shows how tangible user interfaces (TUI) can be designed and used not only to support care work, but also to promote active participation and self-determined use by dementia patients. A first prototype is presented and shows the potentials of use and for future research.

Matthia Leyendecker, Christian Zagel

Conference Proceedings

Future Skills and (generative) AI – new era, new competencies?

Generative Artificial Intelligence (AI) becomes increasingly important. This is why it is crucial to develop skills that complement and exploit the capabilities of AI. The question is what kind of skills individuals will need in the coming years, especially as it is important to use AI tools appropriately. Companies have realised that it is vital to constantly requalify their employees by setting up training programmes. Universities are proposing modules to teach their students how to work with e. g. ChatGPT and researchers as well as institutions are trying to develop competence frameworks. In our paper, we take a closer look at the Digital Competence Framework for Citizens (DigComp 2.2) and the Artificial Intelligence Competences framework (AIComp), two competency models developed to face the challenges focussing on the competence elements for non-technical learners.

Sarah Haase

Conference Proceedings

Developing Future Skills through a Sequential Module Structure and Practical Orientation: A Case Study of the Bachelor Program in Applied Digital Transformation

In response to the growing demand for future-ready professionals in the digital era, educational institutions are reimagining their programs to equip students with essential competencies. This paper examines the Bachelor Program in Applied Digital Transformation at the University of Applied Sciences Coburg (HS Coburg), focusing on its innovative curriculum design and practical orientation aimed at fostering future skills among students. Through a comprehensive literature review, the paper contextualizes the importance of future skills in today's workforce landscape and explores pedagogical approaches to skill development. The program's curriculum design, characterized by a modular structure and interdisciplinary approach, is analyzed for its effectiveness in providing students with a holistic understanding of digital transformation. Emphasis is placed on practical learning experiences, including project-based assignments, industry collaborations, and the utilization of cutting-edge technologies, which are integral to preparing students for the realities of the digital workforce. While the program faces challenges such as curriculum adaptability and logistical constraints, it also presents opportunities for innovation through the integration of emerging technologies and closer collaboration with industry partners. By addressing these challenges and capitalizing on opportunities for enhancement, the Bachelor Program in Applied Digital Transformation at HS Coburg aims to continue its mission of developing future-ready graduates poised for success in the digital age.

Christian Grosch

Conference Proceedings

Environmental Impact of Video Streaming from Users’ Perspectives

While the Internet has undeniably made a significant impact on human life, it comes with a drawback: its extensive energy consumption, leading to adverse consequences for the environment. The proliferation of video streaming services, which constitute the largest portion of Internet traffic, amplifies the environmental burden of the Internet. Recognising the critical role of users’ video consumption behaviour to improve the situation, we employed a qualitative approach to explore users’ perspectives on pollution caused by video streaming. Interviews were conducted with video streaming app users aged from 18 to 26 years old, originating from Germany, France, and the UK. Our aim was to uncover the relationship between users' awareness levels and their willingness to change behaviour regarding video content consumption. The research findings provide comprehensive insights into users’ perceptions of video streaming impacts, and suggest potential avenues for future design and research aiming at promoting pro-environmental behaviour in video content consumption.

Dam Thi Thien Nhi, Margarita Chuloy, Leonhard Glomann

Conference Proceedings

Redefining Emergency Services with Generative AI: Insights from a preliminary literature review

The rapid evolution of artificial intelligence (AI) technologies, particularly generative AI (GenAI), has opened new frontiers in various sectors including emergency services. We present the results of a preliminary literature review of the current research on generative AI in emergency departments with a focus on use cases and their implications. We systematically examine peer-reviewed articles, case studies, and practical implementations to identify key trends, challenges, and opportunities in this growing field. Our findings underscore the need for ongoing research, ethical considerations, and cross-sector collaboration to fully leverage AI's capabilities to enhance the effectiveness and efficiency of emergency response.

Pavlina Kröckel

Conference Proceedings

'Accessibility design in user experience and digital product design: Ethical and practical Imperatives

Accessibility (a11y) in digital product design makes software, applications, web apps, and other digital interactive products usable for a diverse human audience. Creating digital products that everyone can use is essential for companies and users. For companies, it means establishing a wider audience for their product and conceptually increasing profits. For users, interacting with fully accessible products means that, regardless of being temporarily or permanently disabled, you can still perform all the tasks within a product without issue.There are rules and guidelines like the Americans with Disabilities Act [ADA] and the Web Content Accessibility Guidelines [WCAG] that outline what digital products must do in order to be considered accessible. As user experience [UX] practitioners, we must challenge and change the common practice and paradigm of companies using the cost of action and avoidance of responsibility as excuses to neglect accessibility. The goal for everyone building digital products should be to shift the focus from creating a ‘product that people with disabilities can engage with’ to creating products for all people, emphasizing that designing for the extremes benefits everyone. When creating new digital products, there is no excuse not to include accessibility from the start. However, there are barriers to getting there. With existing digital products, there is a cost in adding accessibility into code where it doesn’t currently exist. Updating the code is called “refactoring” and takes engineering resources to perform. However, every digital product must be accessible. One does not have to look far to find news articles about corporations facing legal troubles because their digital product is not up to accessibility standards. In the early 2000s, the concept of “responsive design” emerged. A responsive product is the idea that one design could adapt when displayed on different screens to allow one codebase to control multiple views of the same product. Before this idea, a mobile product would need to be created and maintained, as well as a desktop application. At first, responsive products were considered an afterthought and sold as an “add-on” to make maintaining digital products easier. In current practice, responsive design is just how good products are built. Even when a digital product starts as a mobile application, it is (or should be) developed to be responsive for 1: all mobile form factors, and 2: in the future, the product can be utilized in other sizes, like a desktop or web application.Companies and people creating products should think about accessibility first. Accessibility design should be part of the modern baseline for starting and developing all digital products. Through education and visual references, all user experience practitioners must be familiar with accessibility standards as a practice to advocate that all creators of digital products start with accessibility design. We want to break down the barriers to “thinking accessibly.” Our field's responsibility is to advocate and push companies to do the right thing from the beginning. Through working cross-team, we intend to support our developer friends in including accessibility from the start and educate them when code is not up to accessibility standards.

Ryan G Wilson, Erica Price

Conference Proceedings

Industry and Academia Collaborative Learning: The CSULB and ISSIP AI Collab Pilot Program

This paper is an analysis of the case study of an industry-academia collaboration between the International Society of Service Innovation Professionals Academic/Industry Collaboration (ISSIP AI COLLAB) and a senior UX design course at California State University, Long Beach. The ISSIP AI Collab Pilot Program was launched in Fall 2023 with four participating academic partners; San Jose State University, California State University, Long Beach, Pennsylvania State University, and the University of Washington. The pilot program included both graduate and undergraduate participants from programs ranging from service systems engineering to design. The ISSIP AI COLLAB program is designed to engage ISSIP institutional members with faculty and students from leading educational institutions in value co-creation and exploration of the capabilities of generative AI in an analysis of historical service systems. This case study discusses the design of an academia and industry collaboration course including teaching strategies, course management, project scope, and deliverables from the CSULB and ISSIP AI COLLAB project, “Harms and Benefits Analysis of Historical Service Systems Innovations Using Generative AI.” (https://issip.org/ai-collab-offering-participating-universities/). This case study discusses the course description, project definitions, scope, and evaluation strategy of the ISSIP AI COLLAB Pilot Program.

Debra Satterfield, Jen-mei Chang

Conference Proceedings

Localizing Graphical User Interfaces for Right-to-Left Languages: A Practical Study

Globalization technology has made localization a critical aspect of software development. Localizing graphical user interfaces (GUIs) for Right-to-Left (RTL) languages, such as Arabic and Hebrew, requires unique considerations and design approaches compared to Left-to-Right (LTR) languages. As the global market for RTL-speaking users continues to grow, organizations must focus on developing culturally and linguistically appropriate GUIs. In this study, we focused on the localization of the GUI for RTL languages. We aimed to identify the challenges associated with localizing UIs for RTL languages for organizations interested in this area. One of the main challenges we encountered during the project was the need for more standardization for RTL UI design in general. Although both Apple and Google offer style guides for Arabic language localization, we found that these guides needed to address the complexities of RTL design fully. The user experience design presented several issues that required us to make alternative decisions in the RTL design.Contrary to popular belief, changing the design from LTR to RTL is more complex than mirroring elements in the design. The physical reach of the user can be affected, and cultural values and design preferences should be an integral part of the design decision-making process. For example, hierarchy is conveyed differently in RTL languages than in LTR languages, requiring a unique approach to UI design. Our study also found that RTL languages (Arabic) have unique typographical considerations, such as text direction and word wrapping, which can significantly impact the user experience. To address these considerations, we had to make several modifications to the UI, including adjusting the placement of elements, adjusting the size and spacing of text, and incorporating appropriate text direction. Organizations must consider cultural values and design preferences in their design decision-making process when localizing GUIs for other languages.In conclusion, our study provides a practical overview of the challenges and considerations associated with localizing GUIs for RTL languages. We identified several key areas, including cultural values and design preferences, typographical considerations, and RTL-compliant GUI components, that organizations must consider when localizing their software for RTL languages. Our findings are valuable for organizations looking to expand their reach into RTL-speaking markets and provide a unique and culturally appropriate user experience for their customers. The global market's value for RTL-speaking users continues to grow, making it more important than ever for organizations to focus on developing culturally and linguistically appropriate GUIs.

Sam Anvari, Paul Woods

Conference Proceedings

“Introspective Creativity” Leveraging Inclusive Leadership Philosophy with Design Thinking Methodologies

The IIPL Approach is a creative methodology developed specifically to understand how inclusive and introspective leadership tools may strengthen and empower creative process outcomes. Run in the form of a design charrette, it challenges teams of participants by fusing Personal Leadership Philosophy techniques with Design Thinking methods to discover meaningful design outcomes. The IIPL Approach outlines four criteria for success: 1) introspective – what is your formula and what is important to you today and tomorrow, 2) inclusive – honor identities and stories of others, 3) personal – channel what is important, 4) local – utilize local space as a living lab. It also leverages Creative Problem Solving (CPS) tools with the following IIPL Approach mindsets: A) elevate ideas through inclusivity and diversity, B) make it meaningful by making it personal. The IIPL Approach creative methodology was developed as a design charrette module for a Voices of Design (VOD) event. Voices of Design, created by faculty in the Department of Design at California State University, Long Beach, is a yearly event series that invites diverse creative professionals and students to participate in presentations, panels, and workshops via physical and virtual creative spaces to encourage active engagement in key objectives including fostering a connection with design professionals, understanding how design can be a catalyst for change, and discussing and exploring and meaningfulness within a creative landscape. The IIPL Approach creative methodology and corresponding VOD design charrette module is discussed regarding inclusive, introspective, and creative strategies, implementation strategies, observations, and outcomes.

Wesley Woelfel

Conference Proceedings

VR-based, Collaborative and Hybrid Service Prototyping

Problem definition: Due to increasing globalization, there is a growing demand to be able to collaborate in distributed teams. The use of virtual reality can create new opportunities for both collaboration and creativity. As of today, there is still no established solution for hybrid collaboration (in-person and remote) for creative service prototyping. Methodology: In order to create a solution for this problem, first a suitable service prototyping method is researched. Afterward, a virtual reality environment is created in which the suitable service prototyping method is to be applied. This environment needs to be able to fulfill the requirements of enabling a creative and hybrid collaboration. In addition, an agile development process is utilized to obtain early feedback and to identify potential for improvement. To ensure this, several trials with test participants are carried out at regular intervals. Results: As a result of the research, LEGO® Serious Play® emerged as the most promising service prototyping method. The outcome of the project shows that it is feasible to conduct the service prototyping method LEGO® Serious Play® in a virtual reality environment. The integrated features of the VR application meet the requirements of creative and hybrid collaboration.

Erhan Efe, Hamide Yavuz, Pia Freitag, Moses Effinger, Nick Tugarin, Christian Van Husen

Conference Proceedings

"Entrepreneuring" of Mature Small- to Medium-sized Companies in Crisis Situation: A Case Study of a Legacy Bakery with 90 Years of History

This study aims to elucidate the processes inherent in entrepreneurial activities by exploring how small- to medium-sized mature companies strive to reorganize as they respond to various crises. Specifically, we examine business reorganization processes through a case study of a well-established company in Japan, re-conceptualizing entrepreneurship — commonly considered a static and ambiguous notion — as a dynamic process of “entrepreneuring”. Recently in Japan, anticipation for the “emergence of transcendent individuals“ who generate innovations has been growing. However, there is a paucity of interests in analyses centered on small- and medium-sized mature companies which often grapple with constraints and limitations unique to themselves. In recent years, scholarly discourse have expanded beyond associating entrepreneurship solely with new business ventures, and the significance of dynamically analyzing entrepreneuring as a process in a world where practices and mindsets are already organized (Steyaert 2007: 462) is pointed out in international journals. Additionally, inquiries into how newly organized cultures emerge in the process of organizational and institutional changes (Hjorth & Reay 2022: 159) have gained traction. The conceptual viewpoint of entrepreneuring is shifting from methodological individualism towards practicalism and relationism. Building on these premises, this paper presents a hypothesis about the nature of entrepreneuring by delineating a case of organizational restructuring in a company, viewed through the lens of long-term process changes. The subject of this study is a legacy bakery with which a private equity (corporate restructuring) fund, managed by one of the authors (AY), has been engaged since 2019. Before the fund’s engagement, the bakery’s financial constraints led to severely limited investments in facilities and to a shortage of middle-ranking and younger staff. Furthermore, the COVID-19 pandemic and the Ukrainian conflict significantly strained its operations. Under these circumstances, the bakery has been engaged in the process of entrepreneuring in order to diversify its customer base and revamp its business portfolio. We conducted a qualitative examination of the data, which included records from participant-observations spanning nearly five years, individual interviews with key stakeholders and reflection sheets gathered after workshops. Comparative analyses with other cases of corporate turnarounds orchestrated by the fund have also been undertaken. Initially, the company's failure to recognize the necessity for organizational change had impeded attempts at autonomous or internal reorganization. However, the “institutional changes” brought from outside, namely the change in shareholders and the onset of a financial deficit, catalyzed the generation of reorganization efforts. During the process, the “institutions”, or corporate cultures, based on the bakery's decades-old customs created barriers against change. Also, potential conflicts between multiple “institutional logics” historically embedded in the company emerged during the change process. Nevertheless, through ongoing efforts across the organization,the employees began to explore the common benefits that emerged from such conflicts. The results of this study illustrate the process of a gradual diversification of relationships among involved agents that catalyzed the reorganization process. Innovations within small- and medium-sized companies with limited managerial resources can be perceived as processes of reorganization sparked by intersection and amalgamation of various actors representing a constantly evolving performative action.

Akira Yasujima, Yasunobu Ito

Conference Proceedings

Initial Education for CRCs with Different Background Knowledge: Case study of a company supporting clinical trials in Fukuoka, Japan

The purpose of this paper is to examine the curriculum requirements for the development of clinical research coordinators (CRCs). In particular, the purpose of this paper is to examine and clarify what kind of effect their prior knowledge and skills had in acquiring the basic knowledge and skills of CRCs when they landed this profession. Clinical trials on human subjects are trials to test the efficacy and safety of drug candidates (hereafter referred to as investigational drugs). CRCs come from a variety of backgrounds, including licensed nurses, licensed laboratory technicians, and non-medically qualified personnel. Companies must provide initial and ongoing education to CRCs to ensure they become an asset in the company. However, there is no uniform training curriculum in the industry to date, as each company is providing its own training to CRCs. In this study, we conducted in-depth interviews with six CRCs at Company F in Fukuoka, Japan, including three new CRCs (one CRC a certified laboratory technician, one CRC a certified nurse and one CRC without a medical license). In addition, CRCs’ work practices were conducted by participant observation to examine what kind of initial education is needed for CRCs with different backgrounds, in line with the qualitative data.

Etsuko Sugai, Yasunobu Ito

Conference Proceedings

Visualising Transformation Strategies for Navigating Organisational Change Dynamics: A Case Study of Resource Management in a Japanese Corporation

Diversity management is an important topic in today’s business world perspective of human resource management; however, it is difficult to align diversity management with the bottom line because it requires investments, contributions, and resources that do not return to the bottom line in the short term. In addition, the lack of a clear method for evaluating effectiveness makes it difficult to make preliminary estimates and decisions regarding strategy implementation. Currently, diversity, quality, and inclusion (DEI) research is being conducted worldwide, and a few drastic solutions have been proposed. This study focuses on the implementation of DEI promotion strategies in companies and explores methods to explain the impact of such strategies in the field. This study provides a way to explain the value of strategies such as DEI, for which quantitative evaluation methods have not yet been established to activate organizational transformation projects in the workplace. It also provides tools to support middle managers who implement strategies in their organisations.

Natsumi Takahashi, Takashi Hashimoto, Amna Javed, Youji Kohda

Conference Proceedings

Academic Researchers' Voluntary Incentives in Technology Transfer: An ethnographic case study of genome science

The predominant contributors to the advancement of medical devices have traditionally resided within the industrial sector. Nevertheless, owing to recent progress in open innovation and other contributing factors, academia has experienced a notable surge in research and development activities. In 2015, the Japanese government inaugurated the Japan Agency for Medical Research and Development (AMED), aspiring to emulate the National Institutes of Health (NIH) in the United States, with the objective of fostering the creation of medical devices originating from academic endeavors.　In the realm of medical devices utilized for diagnostic, therapeutic, preventative, or monitoring purposes, there is a growing focus not only on therapeutic and diagnostic devices but also on the burgeoning significance of simple genetic diagnosis as a testing modality. The application of genetic diagnosis has extended beyond rare diseases to encompass the treatment of common ailments such as cancer, manifesting a notable expansion in recent years. Projections indicate that by 2025, the global market is poised to reach $13.2 billion, a threefold increase from the 2017 level, with further growth anticipated in tandem with heightened research and development undertakings.　Despite these promising prospects, the facilitation of medical device development within academia encounters formidable challenges. Issues such as funding constraints, legal constraints, and limited collaboration with industry are universally acknowledged hurdles. Of particular concern is the sustainable promotion of these activities by researchers within academic institutions. Historically, addressing societal implementation concerns related to technology transfer and commercialization has fallen under the purview of liaison personnel, who act as intermediaries between industry and academia.　However, existing support structures primarily address external aspects, presenting challenges in offering comprehensive solutions. Additionally, the imperative of devising mechanisms to ensure incentives for academic researchers is a critical aspect of sustainable activities, constituting a prominent challenge. Consequently, this study places emphasis on the cognitive culture or background—the epistemic culture inherent in the consciousness of actors engaged in research and development. Employing a multi-site ethnographic survey encompassing research institutions and facilities affiliated with the participating actors, alongside in-depth interviews, the study endeavors to shed light on the cultural aspects of knowledge intrinsic to the awareness of participating actors and their backgrounds.　A protracted ethnographic and interview survey will be conducted among researchers involved in the "Cancer Biomarker Discovery Project" within academic research organizations. The aim is to elucidate the cultural dimensions of knowledge inherent in the consciousness of participating actors and to identify the challenges associated with medical device development within academia. Through survey analysis, this research will address the issue of securing voluntary incentives for researchers, a recognized concern in the context of medical device development within academia. The anticipated outcome is the elucidation of guidelines and promotional strategies for ensuring voluntary incentives, thereby fostering the revitalization of medical device development within academic settings.

Takashi onoda, Yasunobu Ito

Conference Proceedings

“Unintended Consequences” of ICT System Introduction in Organizations and Operations: A case study on efficiency improvement of transportation operations in four daycare facilities

The purpose of this paper is to clarify and categorize the factors of “unintended consequences” when introducing ICT transportation systems in elderly care facilities. The shortage of elderly care personnel in Japan has become a serious problem. One of the expected countermeasures is the use of ICT systems. Until now, the introduction of ICT systems in the field of elderly care has been discussed with the main objective to “verify its effectiveness” in terms of how information sharing has changed as a consequence. In spite of this, it is possible for the system to be utilized in a manner differently from which was initially intended by the management, or not being introduced in the first place after all. There are not many studies done thus far that have clarified the factors that lead to “unintended consequences” in the introduction of ICT systems in the field of elderly care. In this paper, we investigate the “unintended consequences” in the introduction of an ICT pick up and drop off system at a company, hereinafter referred to as Company X, that operates four elderly care facilities. The results of the research identified discrepancies between what management initially envisioned to be the issues in transportation operations and what the front-line workers felt were burdensome in operations. The facilities which introduced the system were “as intended” by the management; the study also revealed the reality in which the system was utilized in ways that differed from the management’s intentions.

Maya Kondo, Yasunobu Ito

Conference Proceedings

Micro-ethnography of Creativity in the Learning Process of “Design Thinking”: A Case Study at a Japanese Liberal Arts University

In Japanese university education, Design Thinking is taking root in the educational program for human resource development. A characteristic feature of design thinking is that it draws out the creativity of participants through group work. However, it cannot be said that the research to date has fully elucidated how participants’ creativity is brought out in group work. Therefore, the purpose of this study is to clarify how students in group work influence each other to exhibit their creativity in design thinking. In the analysis process, new methods based on the micro-ethnography are applied. This paper reports on a set of analytical methods.

Tomoyuki Shigeta, Tomohiro Uemura, Yasunobu Ito

Conference Proceedings