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

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.