Designing AI-Mediated Service Communication

A design research project exploring AI as a mediator in appointment-based service communication

MotivationWhy This Matters

Appointment-based services rely heavily on calls and follow-ups

Workers experience constant interruption and emotional labor

AI automation often prioritizes efficiency over experience

This thesis asks: What happens to service communication when AI intervenes?

DirectionThesis Goal & Research Question

Thesis Goal
To explore AI as a communication intermediary through design and prototyping
Research Question
How do interaction structures, trust, and responsibility shift when AI mediates service communication?

ScopeWhat I Will Make

Two Communication Modalities

Synchronous AI voice agent for phone bookings
Asynchronous AI-driven personalized email workflows

Out of Scope

No IRB or primary research
Not focused on commercialization

ApproachMethods & Research Strategy

Service blueprinting
User journey mapping
Evaluative prototype testing
Weekly reflective journal

PlanTimeline & Milestones

Now - Feb
Prototype v1 (voice / email basic flows)
March 11
Midterm demo (high-fidelity prototype)
Mar - Apr
Iteration & refinement
May
Final prototype & showcase

ReflectionAnticipated Questions

Is the project clearly defined and well scoped?

Does the work demonstrate original design thinking?

Is the research approach appropriate for the question?

Can meaningful progress be shown by midterm?

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