Conference article

Service design for artificial intelligence

Andrea Alessandro Gasparini
University of Oslo, Norway

Ahmed Abdi Mohammed
University of Oslo, Norway

Gabriele Oropallo
University of Oslo, Norway

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Published in: ServDes2018. Service Design Proof of Concept, Proceedings of the ServDes.2018 Conference, 18-20 June, Milano, Italy

Linköping Electronic Conference Proceedings 150:88, p. 1064-1073

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Published: 2018-07-05

ISBN: 978-91-7685-237-8

ISSN: 1650-3686 (print), 1650-3740 (online)


In this paper, we present the first findings of a project testing Artificial Intelligence (AI) in an academic library with the aim to support and redefine library services. The context of the research project is an academic library. Libraries represent an ideal environment for containing potential bias and test prototypes. Several AI supported services are prototyped and tested during a research project. The paper features approaches such as user journey and blueprint to address issues service providers and service users might encounter. The paper identifies a series of factors that need to be taken into account when designing prototypes in which AI features centrally. The paper also charts the implications of AI-enhanced library services in relation to users’s behaviour and expectations and organizations’ workflow.


service design, artificial intelligence, service blueprint.


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