Designing Digital Technology for Service Work: Systematic and Participatory Approach

Abstract

AbstractDigital technology is dramatically changing our life, industry, and society. Recent evolution of digital technology is expected to significantly impact service work, such as healthcare and social welfare. Meanwhile, an insufficient understanding of service work and workers' needs leads to the failure of technology development and integration. To make digital technology better fit to values and work practices of service workers, various studies have been conducted, especially in the field of participatory design, interaction design, and service design. However, the contribution of engineering design to this topic is still limited. This paper proposes an engineering design approach to design digital technology for better integration in service work. This study combines a modelling method to represent specifications of digital technology and the participatory approach in alignment with the changing service work and workers' values. A case study of the mobile application system for elderly-care professionals is introduced to exemplify the effectiveness of the proposed method. This study intends to foster innovation of service work through digitalization.