Conceptual design framework for digital technology assisted service system

Kentaro Watanabe
National Institute of Advanced Industrial Science and Technology, Japan

Yusuke Kishita
The University of Tokyo, Japan

Kaito Tsunetomo
The University of Tokyo, Japan

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

Linköping Electronic Conference Proceedings 173:21, s. 190-202

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Publicerad: 2020-12-22

ISBN: 978-91-7929-779-4

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


Digitalization is a strong enabler to increase the productivity of existing services and develop innovative services. Meanwhile, the ethical and societal concerns about the negative impact of digital technologies are also growing. In addition to the principles and guidelines for development and use of digital technologies, there is a need for a design methodology to integrate them in services in a harmonized manner.

In this study, we suggest a conceptual design framework for digital technology assisted service systems (DSS). This framework is based on several theoretical foundations including service system design, scenario design, value sensitive design and institutional theory. Our framework illustrates DSS with four layers (value, actor, digital and institution) and its transition in order to clarify required design elements for socially-conscious development and integration of digital technologies.


digitalization, service system design, social and ethical concern


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