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

doi:10.1145/3411016.3411161

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

University of Neuchâtel

Research output: Chapter or section in a book/report/conference proceeding › Chapter in a published conference proceeding

3 Citations (SciVal)

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 language	English
Title of host publication	Proceedings of the 2nd International Conference on Industrial Control Network and System Engineering Research, ICNSER 2020
Publisher	Association for Computing Machinery
Pages	70-76
Number of pages	7
ISBN (Electronic)	9781450375498
DOIs	https://doi.org/10.1145/3411016.3411161
Publication status	Published - 19 Jun 2020
Event	2nd International Conference on Industrial Control Network and System Engineering Research, ICNSER 2020 - Kuala Lumpur, Malaysia Duration: 19 Jun 2020 → 20 Jun 2020

Publication series

Name	ACM International Conference Proceeding Series

Conference

Conference	2nd International Conference on Industrial Control Network and System Engineering Research, ICNSER 2020
Country/Territory	Malaysia
City	Kuala Lumpur
Period	19/06/20 → 20/06/20

Bibliographical note

Publisher Copyright:
© 2020 ACM.

Copyright:
Copyright 2020 Elsevier B.V., All rights reserved.

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

Access to Document

10.1145/3411016.3411161

Cite this

Durugy, E., Darouichi, O., & Fragniere, E. (2020). Staging Blockchain Technology in the Customer's Journey through Service Design: A Bike-sharing Case Study to Improve Quality and Trust Perception. In Proceedings of the 2nd International Conference on Industrial Control Network and System Engineering Research, ICNSER 2020 (pp. 70-76). Article 3411161 (ACM International Conference Proceeding Series). Association for Computing Machinery. https://doi.org/10.1145/3411016.3411161

Staging Blockchain Technology in the Customer's Journey through Service Design: A Bike-sharing Case Study to Improve Quality and Trust Perception. / Durugy, Evelyn; Darouichi, Oussama; Fragniere, Emmanuel.
Proceedings of the 2nd International Conference on Industrial Control Network and System Engineering Research, ICNSER 2020. Association for Computing Machinery, 2020. p. 70-76 3411161 (ACM International Conference Proceeding Series).

Research output: Chapter or section in a book/report/conference proceeding › Chapter in a published conference proceeding

Durugy, E, Darouichi, O & Fragniere, E 2020, Staging Blockchain Technology in the Customer's Journey through Service Design: A Bike-sharing Case Study to Improve Quality and Trust Perception. in Proceedings of the 2nd International Conference on Industrial Control Network and System Engineering Research, ICNSER 2020., 3411161, ACM International Conference Proceeding Series, Association for Computing Machinery, pp. 70-76, 2nd International Conference on Industrial Control Network and System Engineering Research, ICNSER 2020, Kuala Lumpur, Malaysia, 19/06/20. https://doi.org/10.1145/3411016.3411161

Durugy E, Darouichi O, Fragniere E. Staging Blockchain Technology in the Customer's Journey through Service Design: A Bike-sharing Case Study to Improve Quality and Trust Perception. In Proceedings of the 2nd International Conference on Industrial Control Network and System Engineering Research, ICNSER 2020. Association for Computing Machinery. 2020. p. 70-76. 3411161. (ACM International Conference Proceeding Series). doi: 10.1145/3411016.3411161

Durugy, Evelyn ; Darouichi, Oussama ; Fragniere, Emmanuel. / Staging Blockchain Technology in the Customer's Journey through Service Design : A Bike-sharing Case Study to Improve Quality and Trust Perception. Proceedings of the 2nd International Conference on Industrial Control Network and System Engineering Research, ICNSER 2020. Association for Computing Machinery, 2020. pp. 70-76 (ACM International Conference Proceeding Series).

@inproceedings{211bf78ceee34329a1a70dd65c146fc6,

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

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. ",

keywords = "Blockchain technology, Human-centric approaches, Service design, Sharing economy",

author = "Evelyn Durugy and Oussama Darouichi and Emmanuel Fragniere",

note = "Publisher Copyright: {\textcopyright} 2020 ACM. Copyright: Copyright 2020 Elsevier B.V., All rights reserved.; 2nd International Conference on Industrial Control Network and System Engineering Research, ICNSER 2020 ; Conference date: 19-06-2020 Through 20-06-2020",

year = "2020",

month = jun,

day = "19",

doi = "10.1145/3411016.3411161",

language = "English",

series = "ACM International Conference Proceeding Series",

publisher = "Association for Computing Machinery",

pages = "70--76",

booktitle = "Proceedings of the 2nd International Conference on Industrial Control Network and System Engineering Research, ICNSER 2020",

address = "USA United States",

}

TY - GEN

T1 - Staging Blockchain Technology in the Customer's Journey through Service Design

T2 - 2nd International Conference on Industrial Control Network and System Engineering Research, ICNSER 2020

AU - Durugy, Evelyn

AU - Darouichi, Oussama

AU - Fragniere, Emmanuel

PY - 2020/6/19

Y1 - 2020/6/19

N2 - 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.

AB - 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.

KW - Blockchain technology

KW - Human-centric approaches

KW - Service design

KW - Sharing economy

UR - http://www.scopus.com/inward/record.url?scp=85092741323&partnerID=8YFLogxK

U2 - 10.1145/3411016.3411161

DO - 10.1145/3411016.3411161

M3 - Chapter in a published conference proceeding

AN - SCOPUS:85092741323

T3 - ACM International Conference Proceeding Series

SP - 70

EP - 76

BT - Proceedings of the 2nd International Conference on Industrial Control Network and System Engineering Research, ICNSER 2020

PB - Association for Computing Machinery

Y2 - 19 June 2020 through 20 June 2020

ER -

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

Abstract

Publication series

Conference

Bibliographical note

Keywords

ASJC Scopus subject areas

Access to Document

Other files and links

Fingerprint

Cite this