Do It Fluid: Innovation in Smart Conversational Services Through the Flow Design Approach

John Knight; Rachel Jones; Deniz Sayar; Damian Copeland; Daniel Fitton

doi:10.4018/978-1-7998-2112-0.ch012

Do It Fluid: Innovation in Smart Conversational Services Through the Flow Design Approach

John Knight^*, Rachel Jones, Deniz Sayar, Damian Copeland, Daniel Fitton

^*Corresponding author for this work

Department of Design

Research output: Chapter in Book/Report/Conference proceeding › Chapter › Scientific › peer-review

Abstract

This chapter draws on practical experience in designing, delivering, operating, and innovating conversational services. The article summarises the current context for these distinctively new kinds of services and provides an overview of the relevant technologies and common platforms used in commercial service production. The chapter explores the broader commercial context for smart voice-oriented services and provides an applied framework to aid service innovation. The two concluding parts move into service production, outline a grounded design approach (FLOW) for maximising service flow, and discuss future research directions, specifically how design anthropology can help in radical service innovation.

Original language	English
Title of host publication	Smart Systems Design, Applications, and Challenges
Place of Publication	Hershey, PA
Pages	238-258
Number of pages	21
ISBN (Electronic)	9781799821144
DOIs	https://doi.org/10.4018/978-1-7998-2112-0.ch012
Publication status	Published - 1 Feb 2020
MoE publication type	A3 Part of a book or another research book

Keywords

Conversational agent
Service design
Innovation

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10.4018/978-1-7998-2112-0.ch012

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AU - Sayar, Deniz

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AU - Fitton, Daniel

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AB - This chapter draws on practical experience in designing, delivering, operating, and innovating conversational services. The article summarises the current context for these distinctively new kinds of services and provides an overview of the relevant technologies and common platforms used in commercial service production. The chapter explores the broader commercial context for smart voice-oriented services and provides an applied framework to aid service innovation. The two concluding parts move into service production, outline a grounded design approach (FLOW) for maximising service flow, and discuss future research directions, specifically how design anthropology can help in radical service innovation.

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BT - Smart Systems Design, Applications, and Challenges

CY - Hershey, PA

ER -

Do It Fluid: Innovation in Smart Conversational Services Through the Flow Design Approach

Abstract

Keywords

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