Designing AI-Powered Services

Foreword by Arne Jönsson 9

Foreword by David de Léon 11

Preface 13

About the English Edition 14

01 / Introduction: AI as a Design Material 17

Overview of the Book 19

What is AI? 22

A Brief History 22

Delimitations and Definitions – Understanding AI from Different Perspectives 35

Designing for People 45

Design Processes 47

The Service Perspective 50

Summary 52

AI as a Design Material 53

What do we mean by “Design Material”? 54

What is Different? 55

Design Challenges 61

Summary 64

02 / Prediction and Adaptivity 67

Data – Collection and Usage 69

From Data to Value 70

Data Collection via Interaction 73

False Positives and Negatives 77

Cold-Start Issues 81

Biased Data 84

Integrity 89

Adaptivity 91

When is Adaptive Functionality Appropriate? 94

First Impressions 97

Continuous Use 99

Summary 104

03 / Agency and Initiative 107

Agency 107

Example: Advanced Agency 108

Definitions 110

Example: Simple Agency 113

Initiative and Trust 114

Proactive Strategies 115

Feedback and Control 119

Interaction 122

Transparency and Explainability 125

Interaction Model and Initiative Shifts 128

Initiation 131

Hand-Off 134

Take-Back  137

The Interaction between Hand-Off and Take-Back 140

From Tool to Partner 143

Termination 146

Summary 147

04 / Human–AI Collaboration 151

Teaming and Automation 152

Skills and Jobs 154

Humans or Machines? 155

Case Study: The AI Trainer 159

Design Perspectives 160

User Research 161

Task Analysis 164

Service Design 166

Case Study: Judgment and the Clinical Gaze 167

Teaming and AI in Society 169

Summary 171

05 / Design of AI-Powered Services in Practice 173

Identifying AI Capabilities 174

Perceiving 175

Thinking 178

Acting 180

Common Applications and Standards 182

Finding Inspiration 183

Prototyping and Evaluation 185

What is a Prototype? 186

Prototyping AI-Powered Experiences 188

Evaluation – Challenges and Opportunities 191

Wizard of Oz 195

Error Handling 199

Summary 201

06 / Conclusion – a New Beginning 205

Design as Learning 207

Ethics 209

Technology and Ethics 209

Social Science and Design 214

Coda 217

GUIDELINES 219

Bibliography 225

Index 233