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Invest Wisely: Amplify AI benefits by building employee skillsets 明智投资：通过培养员工技能来扩大人工智能的效益
Touchpoint Pub Date : 2024-06-04 DOI: 10.30819/touchpoint.15-1.07
Stephanie Shine, Vincent Peiffer
{"title":"Invest Wisely: Amplify AI benefits by building employee skillsets","authors":"Stephanie Shine, Vincent Peiffer","doi":"10.30819/touchpoint.15-1.07","DOIUrl":"https://doi.org/10.30819/touchpoint.15-1.07","url":null,"abstract":"\u0000 Generative AI is positioned as potentially driving efficiencies so powerful that companies can reduce their headcounts by the thousands, or so numerous headlines and quotations seem to suggest. Financial Times wrote at the start of January 2024\u0000that “generative artificial intelligence will lead to job cuts this year” and Forbes declared “there’s no longer any doubt that generative AI will impact our jobs”. Goldman Sachs alluded to the potential for generative AI to expose the equivalent of 300 million full-time jobs to automation.\u0000\u0000","PeriodicalId":498000,"journal":{"name":"Touchpoint","volume":"3 8","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-06-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141266597","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
Designing Equity and Accessibility into AI for Services 在人工智能服务中设计公平性和无障碍性
Touchpoint Pub Date : 2024-06-04 DOI: 10.30819/touchpoint.15-1.10
John D. Willis, Sambhavi Chandrashekar, Anne Jackson
{"title":"Designing Equity and Accessibility into AI for Services","authors":"John D. Willis, Sambhavi Chandrashekar, Anne Jackson","doi":"10.30819/touchpoint.15-1.10","DOIUrl":"https://doi.org/10.30819/touchpoint.15-1.10","url":null,"abstract":"\u0000 Artificial intelligence (AI) holds enormous potential for inclusive digital services because it can rapidly modify affordances and help communication by adapting to individuals’ sensory and cognitive abilities. But it can also compromise privacy and amplify discrimination. How can we strike a balance to design AI-based services that are accessible and equitable to everyone?\u0000\u0000","PeriodicalId":498000,"journal":{"name":"Touchpoint","volume":"6 2","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-06-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141266866","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
Crafting AI-based Services: A Multi-Layered Framework for Designers 打造基于人工智能的服务：面向设计师的多层次框架
Touchpoint Pub Date : 2024-06-04 DOI: 10.30819/touchpoint.15-1.08
Yulya Besplemennova
{"title":"Crafting AI-based Services: A Multi-Layered Framework for Designers","authors":"Yulya Besplemennova","doi":"10.30819/touchpoint.15-1.08","DOIUrl":"https://doi.org/10.30819/touchpoint.15-1.08","url":null,"abstract":"\u0000 preserving human-centred experiences. This article explores the framework, outlining key considerations and principles for\u0000crafting meaningful AI-powered services.\u0000AI is rapidly transforming services, demanding urgent adaptation from designers. To navigate this change, we propose a new framework specifically designed to harness AI's potential while\u0000preserving human-centred experiences. This article explores the framework, outlining key considerations and principles for\u0000crafting meaningful AI-powered services.\u0000\u0000","PeriodicalId":498000,"journal":{"name":"Touchpoint","volume":"7 26","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-06-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141265763","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
AI–What’s the Harm in That? 人工智能--这有什么坏处？
Touchpoint Pub Date : 2024-06-04 DOI: 10.30819/touchpoint.15-1.04
Kaisa Alapartanen
{"title":"AI–What’s the Harm in That?","authors":"Kaisa Alapartanen","doi":"10.30819/touchpoint.15-1.04","DOIUrl":"https://doi.org/10.30819/touchpoint.15-1.04","url":null,"abstract":"\u0000 What does it take to be a good designer in an AI-assisted world? The answer is more traditional than you might think. Just hit the books!\u0000\u0000","PeriodicalId":498000,"journal":{"name":"Touchpoint","volume":"3 7","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-06-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141265982","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
Redefining Future Expectations: How to unlock differentiation in the era of generative AI 重新定义未来期望：如何在生成式人工智能时代实现差异化
Touchpoint Pub Date : 2024-06-04 DOI: 10.30819/touchpoint.15-1.14
Liga Zvirgzdina, Emily Cheng, Jyothish Nair, Pauline Bertry, Stefan Moritz
{"title":"Redefining Future Expectations: How to unlock differentiation in the era of generative AI","authors":"Liga Zvirgzdina, Emily Cheng, Jyothish Nair, Pauline Bertry, Stefan Moritz","doi":"10.30819/touchpoint.15-1.14","DOIUrl":"https://doi.org/10.30819/touchpoint.15-1.14","url":null,"abstract":"\u0000 We are on the cusp of a customer-service revolution, driven by generative AI. The technology, with its ability to derive deep insights and generate new content based on vast stores of structured and unstructured data, opens the opportunity to craft richer, more satisfying experiences. This, of course, is a significant opportunity for organisations looking to deepen their relationships with internal employees and end customers. But it also poses a genuine challenge for service designers: As gen AIraises expectations for targeted, relevant and useful interactions, designers will increasingly be charged not just with meeting those expectations, but constantly exceeding them.\u0000\u0000","PeriodicalId":498000,"journal":{"name":"Touchpoint","volume":"8 20","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-06-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141265554","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
AI-Enabled Adaptive Service Blueprints: The complexities of AI in public service design 人工智能自适应服务蓝图：人工智能在公共服务设计中的复杂性
Touchpoint Pub Date : 2024-06-04 DOI: 10.30819/touchpoint.15-1.01
Eduardo Staszowski, Lara Penin, Connor Smith
{"title":"AI-Enabled Adaptive Service Blueprints: The complexities of AI in public service design","authors":"Eduardo Staszowski, Lara Penin, Connor Smith","doi":"10.30819/touchpoint.15-1.01","DOIUrl":"https://doi.org/10.30819/touchpoint.15-1.01","url":null,"abstract":"\u0000 While AI technologies are being incorporated in many types of\u0000services, their application in public sector contexts creates a\u0000unique set of dynamics and opportunities. Even as distinguished\u0000from ‘civic services’ (which are managed by networks of non-\u0000profits and non-state actors for the purposes of addressing\u0000social needs) or ‘collaborative services’ (which are co-produced\u0000by states, non-state organisations and active members of the\u0000public), the dynamics of public accountability specific to state-\u0000orchestrated services merit particular consideration.\u0000\u0000","PeriodicalId":498000,"journal":{"name":"Touchpoint","volume":"8 8","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-06-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141266137","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
Can AI Make Us Care? How ‘A11y-AI’ generates empathy for an accessible web 人工智能能让我们关心他人吗？A11y-AI "如何为无障碍网络产生共鸣
Touchpoint Pub Date : 2024-06-04 DOI: 10.30819/touchpoint.15-1.06
Paul van der Veen, Samuel Weiß, Carla Polaczek
{"title":"Can AI Make Us Care? How ‘A11y-AI’ generates empathy for an accessible web","authors":"Paul van der Veen, Samuel Weiß, Carla Polaczek","doi":"10.30819/touchpoint.15-1.06","DOIUrl":"https://doi.org/10.30819/touchpoint.15-1.06","url":null,"abstract":"\u0000 The accessibility problem of today's web isn't a lack of guidelines or tools, it's a lack of empathy. How can this empathy be created and used to inspire action by those responsible for a more inclusive web? The 'A11y-AI' experiment tried to find out, and showed that generative AI can be the answer.\u0000\u0000","PeriodicalId":498000,"journal":{"name":"Touchpoint","volume":"3 2","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-06-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141267110","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
Teaming Up with AI: Augmenting the Service Design Process 与人工智能合作：增强服务设计流程
Touchpoint Pub Date : 2024-06-04 DOI: 10.30819/touchpoint.15-1.03
Rodion Sorokin
{"title":"Teaming Up with AI: Augmenting the Service Design Process","authors":"Rodion Sorokin","doi":"10.30819/touchpoint.15-1.03","DOIUrl":"https://doi.org/10.30819/touchpoint.15-1.03","url":null,"abstract":"\u0000 Imagine a world where designing services isn't just about human\u0000creativity, but also about smart bots working alongside us. In this article, we explore how AI is revolutionising service design\u0000by taking on some of the designers' tasks and improving the outcomes. Through real-world examples, we demonstrate how\u0000AI has become a powerful partner for designers and offer guidance on how to effectively integrate AI into the design process.\u0000\u0000","PeriodicalId":498000,"journal":{"name":"Touchpoint","volume":"5 10","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-06-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141267092","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
David Bollier: Meet the activist, scholar and blogger 大卫-博利尔认识这位活动家、学者和博主
Touchpoint Pub Date : 2023-12-22 DOI: 10.30819/touchpoint.14-2.14
David Bollier
{"title":"David Bollier: Meet the activist, scholar and blogger","authors":"David Bollier","doi":"10.30819/touchpoint.14-2.14","DOIUrl":"https://doi.org/10.30819/touchpoint.14-2.14","url":null,"abstract":"\u0000 In this interview, SDN President Prof. Birgit Mager discusses the\u0000commons and the potential role of design with David Bollier.\u0000\u0000","PeriodicalId":498000,"journal":{"name":"Touchpoint","volume":"19 2","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-12-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138945869","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
Reconnecting with our Roots in Evolving Design Practice: The imperative for change 在不断发展的设计实践中与我们的根重新建立联系：变革势在必行
Touchpoint Pub Date : 2023-12-22 DOI: 10.30819/touchpoint.14-2.05
Deborah Szebeko
{"title":"Reconnecting with our Roots in Evolving Design Practice: The imperative for change","authors":"Deborah Szebeko","doi":"10.30819/touchpoint.14-2.05","DOIUrl":"https://doi.org/10.30819/touchpoint.14-2.05","url":null,"abstract":"\u0000 Designers are standing at a critical crossroads, compelled to\u0000reshape both their practices and mindsets. As we navigate an era\u0000riddled with unparalleled environmental and societal challenges,\u0000the call to expand our horizons and adopt a more holistic design\u0000approach grows increasingly urgent.\u0000\u0000","PeriodicalId":498000,"journal":{"name":"Touchpoint","volume":"8 9","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-12-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138947399","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
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