This entry examines how artificial intelligence can be incorporated into human-centered service design processes while maintaining focus on human needs and experiences. The entry presents a novel framework that maps different AI approaches across the four phases of the Design Council’s Double Diamond methodology (discover, define, develop, and deliver) resulting in seven distinct collaboration approaches, including consistent approaches (Tool, Partner, Agent) and dynamic approaches (Opening Act, Composer, Accompanist, Closing Act) that vary AI involvement based on project needs and human capabilities. The framework prioritizes human strengths and augmentation needs rather than AI capabilities, ensuring service design remains fundamentally human-centered. Implementation guidance addresses team expertise, technical infrastructure, organizational readiness, and ethical considerations. This represents the first comprehensive integration of AI collaboration levels with established service design methodology, offering practitioners innovative approaches for enhanced creativity, efficiency, and innovation while preserving human agency and oversight.

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Human-Centered Service Design with AI Collaboration

  • Kate Letheren

摘要

This entry examines how artificial intelligence can be incorporated into human-centered service design processes while maintaining focus on human needs and experiences. The entry presents a novel framework that maps different AI approaches across the four phases of the Design Council’s Double Diamond methodology (discover, define, develop, and deliver) resulting in seven distinct collaboration approaches, including consistent approaches (Tool, Partner, Agent) and dynamic approaches (Opening Act, Composer, Accompanist, Closing Act) that vary AI involvement based on project needs and human capabilities. The framework prioritizes human strengths and augmentation needs rather than AI capabilities, ensuring service design remains fundamentally human-centered. Implementation guidance addresses team expertise, technical infrastructure, organizational readiness, and ethical considerations. This represents the first comprehensive integration of AI collaboration levels with established service design methodology, offering practitioners innovative approaches for enhanced creativity, efficiency, and innovation while preserving human agency and oversight.