Human-Centered Service Design in AI-Driven Service Ecosystems: A Literature Review

Abstract

The transition from traditional service design that involves only mapping out static touch-points to designing all dynamic socio-technical systems has already begun. This paper reports a very in depth systematic review of over 110 peer reviewed empirical studies, systematic reviews and theoretical frameworks we looked at which in turn analyzed Artificial Intelligence in four different interrelated areas of research dimensions: (1) the issue of Service Design’s evolution from

 mobile apps to AI driven ecosystems; (2) AI’s value to user experience, behavior, and satisfaction; (3) the determination and study of gaps between UX design and Service Design in intelligent systems; and (4) the results, issues, and future of AI in education and cognition. We present a picture of an interrelated field in which Service Design has gone through four architectural stages; AI personalization we see to have a β = 0.35 impact on purchase intent; also we see a persistent tech social gap between UX designers and AI/ML engineers; and in education AI use improves student performance by 30% which at the same time brings up issues of cognitive debt. Ten guiding principles are proposed for future service design in AI-driven contexts, emphasising human-centredness, hybrid intelligence, explainability, empathy, inclusivity, and ethical governance that are integral to the design of empathetic service delivery and his recently presented the context of augmenting those foundational principles with advancing AI technology. The findings provide a research roadmap for scholars, practitioners, and educators navigating AI-integrated service design