• Designing Blockchain enabled customer experiences for new digital services

Grinyer, Clive, 2020, Conference or Workshop, Designing Blockchain enabled customer experiences for new digital services at 22nd DMI: Academic Design Management Conference Impact The Future By Design, Toronto, Canada, 5-6 August 2020.

Abstract or Description:

This practice-based paper presents a case study of designing services utilising blockchain technology. Blockchain provides
an extremely secure record of transactions and has the potential to simplify and automate many complex processes. In
this example Blockchain is used to validate a person’s identity through a digital passport. In using Blockchain the
customer journey becomes highly automated and has no points of user interaction, which user-research revealed has
both benefits and disadvantages. The paper discusses the challenges and opportunities of highly automated processes
and proposes a framework of design principles to be used when developing Blockchain and technology-based services
that produce invisible processes.

Official URL: https://www.dmi.org/page/ADMC2020Proceedings
Subjects: Creative Arts and Design > W900 Others in Creative Arts and Design
School or Centre: School of Design
Date Deposited: 02 Dec 2020 18:29
Last Modified: 17 Dec 2020 10:43
URI: https://researchonline.rca.ac.uk/id/eprint/4621
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