Embedding transparency on digital services: A case study of the food sector

Marcella Lomba
Design & Sustainability Resesarch Center, Federal University of Paraná, Brazil

Aguinaldo dos Santos
Design & Sustainability Resesarch Center, Federal University of Paraná, Brazil

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Ingår i: ServDes.2020 Tensions, Paradoxes and Plurality Conference Proceedings, 2-5th February 2021, Melbourne, Australia

Linköping Electronic Conference Proceedings 173:20, s. 177-189

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Publicerad: 2020-12-22

ISBN: 978-91-7929-779-4

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


Transparency is one of the principles to promote sustainable provision of services, being the ability of a service to communicate social, environmental and economic practices and performance. Digital technologies are continuously expanding the possibilities to increase the level of transparency across all stakeholders associated with service profession. However, while transparency has been pointed to as a key priority in innovation agendas in various sectors, there is still lack of knowledge on its practical implications for service design. The food sector is one of the most critical in terms of addressing transparency, due to the global need for transformations in food production and consumption systems, in order to become more inclusive, sustainable and healthy. This research conducted ex-post-facto case studies, followed by an Action Design Research carried out within a small company of organic food delivery. The paper presents the outline of a framework to diagnose the state of transparency on a service that can also be used on the creative phase of the Service Design process.


transparency, digital services, food sector, sustainability


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