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Touchpoint
p-ISSN: 1868-6052
e-ISSN: 2940-2778
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Service Design for AI Impact Measurement: A framework for capturing what AI really delivers in hybrid servicesRoberta Tassi, Yulya BesplemennovaTouchpoint - From AI to Synthetic Services 17 No. 1 (2026)https://doi.org/10.30819/touchpoint.17-1.09 pp: 46-49 2026-04-20 |
Tassi, R., & Besplemennova, Y. (2026). Service Design for AI Impact Measurement: A framework for capturing what AI really delivers in hybrid services. Touchpoint - From AI to Synthetic Services, 17 (1), 46-49. doi:10.30819/touchpoint.17-1.09
@article{Tassi_2026,
doi = {10.30819/touchpoint.17-1.09},
url = {https://doi.org/10.30819/touchpoint.17-1.09},
year = 2026,
publisher = {Logos Verlag Berlin},
volume = {17},
number = {1},
pages = {46-49},
author = {Roberta Tassi, Yulya Besplemennova},
title = {Service Design for AI Impact Measurement: A framework for capturing what AI really delivers in hybrid services},
journal = {Touchpoint - From AI to Synthetic Services}
}
url = {https://doi.org/10.30819/touchpoint.17-1.09},
year = 2026,
publisher = {Logos Verlag Berlin},
volume = {17},
number = {1},
pages = {46-49},
author = {Roberta Tassi, Yulya Besplemennova},
title = {Service Design for AI Impact Measurement: A framework for capturing what AI really delivers in hybrid services},
journal = {Touchpoint - From AI to Synthetic Services}
Abstract
Classical design models rarely address what happens after AI deployment. But when people work alongside algorithms, value often emerges in unexpected ways: shifted cognitive loads, reshaped knowledge flows and transformed worker identities. This article presents a framework and case study for measuring AI impact beyond efficiency metrics.
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