Design research
Papers I'm reading with short commentary. Mostly at the intersection of design, AI, and how people work with intelligent systems.
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Service Design · 2025
AI in Service Design: A New Framework for Hybrid Human-AI Service Encounters
Proposes a 2x2 framework crossing human/AI as provider and user — four types of service encounters. The interesting move is treating AI not just as a tool but as a participant with agency. The "AI-to-AI" quadrant, where algorithms serve other algorithms without humans in the loop, is where things get genuinely new.
Human-AI service encounters