Prototyping longevity services: Tech-driven or human-assisted service?
Name
Prototyping longevity services Tech-driven or human-assisted service .pdf
Description
Published version
Size
4.76 MB
Format
Adobe PDF
Checksum (MD5)
6a35eac52983cd6ee273b48b55186c73
Author(s)
Lee, Sheng-Hung
Coughlin, Joseph F
Yang, Maria
Date Issued
May 4, 2025
Journal
The Design Journal
Publisher
Taylor & Francis
Citation
Lee, S. H., Coughlin, J. F., & Yang, M. (2025). Prototyping longevity services: Tech-driven or human-assisted service? The Design Journal, 28(3), 607–626.
Version
Final published version
Abstract
The study investigates the design of longevity services through an experimental comparison of tech-driven and human-assisted service encounters, focusing on six key features: learnability, efficiency, safety, trustworthiness, confidence, and satisfaction. The controlled experiment, which involved 12 gender-balanced participants from Boston, USA, employed four qualitative methods, including surveys, the Think-aloud technique, semi-structured interviews, and transcript analysis supported by computer-assisted qualitative data analysis software (CAQDAS) and its AI-empowered coding function. The study concluded with two insights: 1. Tech-driven services can improve safety, trust, confidence, and satisfaction; and 2. both service encounters are context-sensitive, shaped by participants’ demographics, personality, culture, and environmental factors. Although the small sample size limits the study’s generalizability, the participants’ stories and perceptions offered valuable insights into their implicit needs and subtle behaviors in learning, experiencing, and addressing sensitive, private, and vulnerable topics related to longevity planning.
MIT Department
Massachusetts Institute of Technology. Department of Mechanical Engineering
AgeLab (Massachusetts Institute of Technology)
Terms of Use
Creative Commons Attribution
Persistent DSpace Link
DOI of Published Version
https://doi.org/10.1080/14606925.2024.2442196
