Memória P&D Design

15º Congresso Brasileiro de Pesquisa e Desenvolvimento em Design

UFAM — Manaus (AM)

Outubro/2024

Perspectivas para Integrar a Interação Humano-computador (ihc) e o Design de Serviço (ds) no Desenvolvimento de Interfaces de Serviço na Era da Inteligência Artificial (ia)

Perspectives for Integrating Human-computer Interaction (hci) and Service Design (sd) in the Development of Service Interfaces in the Era of Artificial Intelligence (AI)

Isabela Motta
Manuela Quaresma

Como citar

Motta, Isabela; Quaresma, Manuela; "Perspectivas para Integrar a Interação Humano-computador (ihc) e o Design de Serviço (ds) no Desenvolvimento de Interfaces de Serviço na Era da Inteligência Artificial (ia)", p. 2887-2896. PPG Design Caderno Científico, Manaus, 2024. Anais do XV Congresso Brasileiro de Pesquisa e Desenvolvimento em Design – P&D Design Manaus., DOI https://doi.org/10.29327/5457226.1-421

Resumo

A aplicação de Inteligência Artificial (IA) aos serviços está se tornando cada vez mais comum e traz novos desafios para designers de serviço. Nesse cenário, a experiência e o conhecimento produzidos pelo campo da Interação Humano-Computador (IHC) podem apoiar a aplicação da IA a serviços inovadores. O objetivo deste artigo é entender as perspectivas, desafios e oportunidades para futuras integrações do Design de Serviço (DS) e da IHC ao aplicar IA a serviços. Para isso, primeiramente, serão mostrados pontos de sobreposição entre IHC e DS. Então, serão apontados os desafios em harmonizar perspectivas sistêmicas e interacionais, equilibrar o desenvolvimento da infraestrutura com o desenvolvimento de interfaces e garantir a colaboração eficaz entre profissionais de IHC e DS. As oportunidades para futuras integrações são identificadas, incluindo a necessidade de melhorar a educação formal em DS, áreas promissoras na integração dos campos e o uso de abordagens como design especulativo.
Palavras-chave:

Design de Serviço, Interação Humano-Computador, Inteligência Artificial

Abstract

The application of AI to services is becoming increasingly common and bring new challenges to service designers. In this scenario, the expertise and knowledge produced by the field of Human-Computer Interaction (HCI) can support the application of AI to new innovative services. Therefore, the aim of this paper is to understand the perspectives, challenges, and opportunities for future integrations of Service Design (SD) and Human-Computer Interaction (HCI) when applying AI to services. To do so, firstly, the paper shows overlapping areas of HCI and SD, emphasizing their shared commitment to human-centered design and interdisciplinarity. Then, it indicates challenges in harmonizing systemic and interactional perspectives, balancing infrastructure with interface development, and ensuring effective collaboration between HCI and SD professionals. Opportunities for future integration are identified, including the need to improve formal SD education, promising integration areas, and the use of speculative approaches.
Keywords:

Service Design, Human-Computer Interaction, Artificial Intelligence

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