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Description
A lack of measurement tools as well as a strategic and systematicapproach for companies to achieve a high degree of human-centeredness isunknown in business and research discussions. This becomes an obstacle forcompanies when designing services, which are geared to improve humans’ lives.Based on the guidelines of Design Science Research (DSR), we address this gapby developing a human-centeredness Maturity Model (MM). The design of theMM is grounded in extant literature, semi-structured interviews as well as a focusgroup involving company representatives from the field of services, servicedesign, and human-centered design. Results reveal a series of dimensions,capabilities, and stages indicating an evolutionary path towards maturity forcompanies to become truly human-centered. Becoming truly human-centeredwill allow firms to develop specific and targeted improvements initiatives, whichcould optimize resources deployment and thus, resulting in designing betterservices for the customers.
Recommended Citation
Guerrero, Ricardo; Lattemann, Christoph; Michalke, Simon; and Siemon, Dominik, "A Human-Centeredness Maturity Model for the Design of Services in the Digital Age" (2022). Wirtschaftsinformatik 2022 Proceedings. 2.
https://aisel.aisnet.org/wi2022/service/service/2
A Human-Centeredness Maturity Model for the Design of Services in the Digital Age
A lack of measurement tools as well as a strategic and systematicapproach for companies to achieve a high degree of human-centeredness isunknown in business and research discussions. This becomes an obstacle forcompanies when designing services, which are geared to improve humans’ lives.Based on the guidelines of Design Science Research (DSR), we address this gapby developing a human-centeredness Maturity Model (MM). The design of theMM is grounded in extant literature, semi-structured interviews as well as a focusgroup involving company representatives from the field of services, servicedesign, and human-centered design. Results reveal a series of dimensions,capabilities, and stages indicating an evolutionary path towards maturity forcompanies to become truly human-centered. Becoming truly human-centeredwill allow firms to develop specific and targeted improvements initiatives, whichcould optimize resources deployment and thus, resulting in designing betterservices for the customers.