Staging Blockchain Technology in the Customer's Journey through Service Design: A Bike-sharing Case Study to Improve Quality and Trust Perception

Evelyn Durugy, Oussama Darouichi, Emmanuel Fragniere

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

Thanks to the growing trend of the sharing economy and the increased need for innovative mobility solutions, the bike sharing sector has gained considerable importance. However, the privacy of the participants is at risk as their user and travel profiles are not only collected and used by bike sharing service providers. In addition, for the bike share provider, problems have arisen due to increased vandalism and theft of the vehicles on offer. Therefore, this experimental study shows why Blockchain could solve this problem by eliminating dependency on third parties and allowing an economical and user-friendly mode of transport between participants directly. As part of this research, we have "staged"the blockchain through service design in the context of bike sharing. Blockchain will only demonstrate its value when integrated into real service experiences. Our main conclusion is that "blockchain staging"is more important than the technological dimension of smart contracts.

Original languageEnglish
Title of host publicationProceedings of the 2nd International Conference on Industrial Control Network and System Engineering Research, ICNSER 2020
PublisherAssociation for Computing Machinery
Pages70-76
Number of pages7
ISBN (Electronic)9781450375498
DOIs
Publication statusPublished - 19 Jun 2020
Event2nd International Conference on Industrial Control Network and System Engineering Research, ICNSER 2020 - Kuala Lumpur, Malaysia
Duration: 19 Jun 202020 Jun 2020

Publication series

NameACM International Conference Proceeding Series

Conference

Conference2nd International Conference on Industrial Control Network and System Engineering Research, ICNSER 2020
CountryMalaysia
CityKuala Lumpur
Period19/06/2020/06/20

Keywords

  • Blockchain technology
  • Human-centric approaches
  • Service design
  • Sharing economy

ASJC Scopus subject areas

  • Software
  • Human-Computer Interaction
  • Computer Vision and Pattern Recognition
  • Computer Networks and Communications

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