Conference Agenda

The transformations needed for scope and complexity to achieve the Sustainable Development are unparalleled. Design process has already been identified as an essential part of the sustainable development and will profoundly influence overall product sustainability. The academia also acknowledged that sustainability is crucial in the product design process, given persistent climate change concerns and a growing number of consumers demanding more sustainable product choices. It has been suggested that the design stage influence 80% of sustainability impacts. However, research on which however is quite limited to understand how such influence can be evaluated and delivered especially at early design stage. Through the literature review of sustainable packaging design from academic and key online resources, it is clear that studies on sustainable design frameworks have failed to effectively combine sustainability with design process. Most factors in these frameworks cannot be used in practical design process. There is a need to integrate existing research into practical design processes.

The purpose of this research is to identify the impact factors of sustainable packaging design and develop a decision-making tool for practical design processes. In this study, a literature review was conducted to summarize the impact factors in sustainable packaging design. A two-round interview was then conducted to gain a profound understanding of the practical packaging design process and identify the impact factors that designers concern. 16 experienced packaging designers were identified via LinkedIn and reached via emails. We integrated the results of the literature reviews and interviews to list the sustainable impact factors in practical packaging design. The result of the interviews also revealed that there is no sustainability evaluation tool for designers in early design stage, but that carbon footprint is the most potential decision-making tool, as it can be easily understood by most designers. Based on these findings. we propose a pilot sustainability decision-making framework for designers at early design stage.

In the shifting landscape of consumer culture, Generation Z (GenZ) emerges as a demographic that is quickly becoming influential group within many service sectors. GenZ has grown up in a seamlessly digital world, which has not only influenced their consumer behaviours but also expectations from the design of products, services, and experiences. As digital natives, this demographic ascending to economic prominence with increasing purchasing power, compels a deeper understanding of their intrinsic traits, particularly as they affect the demands for hyper-personalised, omnichannel experiences necessitates a nuanced understanding of their digital-first approach to life. This paper explores the distinct motivations and behaviours patterns of GenZ, emphasising how their digital fluency influences their lifestyle choices and consumer habits which dictate their engagement with design-led services and products.

To explore these dynamics, this study adopts a qualitative research methodology. This approach combines an extensive literature review that provide foundational understanding of GenZ, while primary data is gathered through surveys, interviews, and focus groups to capture the authentic voice of GenZ and their characteristics. This approach leads to layered analysis of GenZ’s preferences and factors that implicate the insights as a cornerstone for businesses and designers alike, proposing a strategic framework for developing services and products.

Through the understanding of GenZ centric behaviours, the paper contributes to the evolving discourse in design practices and its implication towards creating experiences that resonate with the value system and integrated digital lifestyle of GenZ. It brings to light the unique ways in which GenZ navigates the digital landscape, demanding experience that is not only blend digital insights seamlessly with the tangible aspects of products and services, but also serve their desire for deeply personalised and socially responsible experiences.

The conclusion of the paper presents actionable insights that synergises digital and physical elements to reflect GenZ's distinctive preferences and values. This ensures that businesses remain relevant in a market increasingly influenced by GenZ. In conclusion, ‘Decoding GenZ’ not only illuminates the complex relationship between this generation and their digital context but also provides a strategic blueprint for service providers eager to attract and retain this pivotal demographic.

Artificial intelligence (AI) is more and more integrated into today’s services. It redefines service ecosystems and customer relationships, emphasizing the pivotal role of designers in balancing technological feasibility with value creation. Recognizing the limitations of traditional design approaches, service design emerges as a promising perspective to investigate the interplay between AI and service innovation. While recent studies highlight service design's role in AI system development, empirical research on how these two fields could ‘converse’ remains scarce. This study aims to address this gap by investigating how organizations leverage service design to manage organizational and ecosystem-level changes triggered by AI system development through a multiple-case study. Semi-structured interviews with service designers and managers reveal that service design's use extends beyond creating a design strategy for AI development teams towards fostering relationships between employees, end users, and AI. The findings offer valuable insights by identifying six areas where service design influences and enhances different phases of AI system development, providing evidence of more personalized and robust service experiences. Furthermore, the study offers insights into service design's complementary role alongside UX design, particularly in conveying the value of machine-generated outputs to diverse stakeholders. These contributions are beneficial for design management professionals and researchers.