Smart Service Design Demands in the Fourth Industrial Revolution From a Sociotechnical Perspective


Recent technological changes have transformed the knowledge production process, opened previously unimaginable new possibilities, and developed unique values as knowledge creators for the future. These have involved the advent of digital or smart services, which naturally led to ‘smart service design’ in adjacent fields, especially those situated at the intersection of technology and service experiences, and require adaptation of design practices to cope with the new challenges and opportunities and deliver services of tomorrow. However, whether technology could subsume service delivery to such an extent that concepts of empathy, aesthetics, and design, not to mention the human touch, will fall by the wayside is controversial. Thus, this qualitative study was based on selected focus groups for a systemised understanding of service design practices from the perspective of sociotechnical transformation to explore a series of questions: How does the Service 4.0 concept impact the responsibilities of the service designer? 2) What new skills, tools, and methods should be made available when designing smart services? 3) How should current forms of service design education evolve to meet the demands of the future society?

Author Information
Shera Hyunyim Park, The Hong Kong Polytechnic University, Hong Kong SAR

Paper Information
Conference: ECE2023
Stream: Curriculum Design & Development

This paper is part of the ECE2023 Conference Proceedings (View)
Full Paper
View / Download the full paper in a new tab/window

To cite this article:
Park S. (2023) Smart Service Design Demands in the Fourth Industrial Revolution From a Sociotechnical Perspective ISSN: 2188-1162 The European Conference on Education 2023: Official Conference Proceedings
To link to this article:

Virtual Presentation

Comments & Feedback

Place a comment using your LinkedIn profile


Share on activity feed

Powered by WP LinkPress

Share this Research

Posted by James Alexander Gordon