Digital Service Innovation and Design
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Item [ai]deation: GenAI-Based Collaborative Service Innovation(2025-01-07) Noack, Carl Alexander; Mackensen, Jan; Guhl, Jakob; Zowalla, Richard; Bienzeisler, Bernd; Neuhüttler, JensMany new services fail within the first year as businesses often launch services without a deep understanding of stakeholder needs. Recent advancements in generative AI, particularly Large Language Models (LLMs), have enabled the automation of creative tasks. In this work, we focus on the ideation phase of service development, aiming to integrate stakeholder perspectives early in the service development process through a novel human-AI collaborative role-based ideation method. Based on this method, we developed a software tool and an evaluation concept to support this approach. By tailoring the LLM’s roles to meet specific stakeholder needs and incorporating diverse perspectives from the start, we encourage a more effective service development process, reduce the risk of poorly designed services, and facilitate coordination and understanding among stakeholders.Item How Persuadee’s Psychological States and Traits Shape Digital Persuasion: Lessons Learnt from Mobile Burglary Prevention Encounters(2025-01-07) Dolata, Mateusz; Briggs, Robert; Schwabe, GerhardPersuasion can be a complex process. Persuaders may need to use a high degree of sensitivity to understand a persuadee’s states, traits, and values. They must navigate the nuanced field of human interaction. Research on persuasive systems often overlooks the delicate nature of persuasion, favoring "one-size-fits-all" approaches and risking the alienation of certain users. This study examines the considerations made by professional burglary prevention advisors when persuading clients to enhance their home security. It illustrates how advisors adapt their approaches based on each advisee's states and traits. Specifically, the study reveals how advisors deviate from intended and technologically supported practices to accommodate the individual attributes of their advisees. It identifies multiple advisee-specific aspects likely to moderate the effectiveness of persuasive efforts and suggests strategies for addressing these differences. These findings are relevant for designing personalized persuasive systems that rely on conversational modes of persuasion.Item Seven Ways How In-Store QR Codes Negatively Contribute to Customer Experience: A Study of Fashion Store Customers(2025-01-07) Holkkola, Matilda; Kemppainen, Tiina; Paananen, Tiina; Makkonen, Markus; Frank, LauriIn brick-and-mortar (B&M) fashion stores, in-store QR codes are emerging in-store technologies that can integrate online channels into physical stores. However, in-store QR codes are not extensively used by customers, and their presence may negatively contribute to Customer eXperience (CX). In this qualitative study, we implemented three sets of QR codes in a Finnish fashion B&M store: online store, social media, and online survey QR codes. Then, we interviewed 16 customers who had visited the store about these in-store QR codes and their CXs. The study identifies seven ways how in-store QR codes negatively contribute to the cognitive and affective dimensions of CX. The negative contributions to the cognitive dimension include distracted focus, risk assessment, and negative evaluations. The negative contributions to the affective dimension include pressure, anxiety, insecurity, and annoyance.Item Introduction to the Minitrack on Digital Service Innovation and Design(2025-01-07) Böhmann, Tilo; Leimeister, Jan; Tuunanen, Tuure