Short answer
Designers should actively consider the potential for their digital services to cause harm (e.g., stress, isolation, dependence) and implement features or strategies to mitigate these risks while amplifying positive contributions.
- Field
- User-Centred Design
- Source
- Journal of Service Theory and Practice (2024)
- Method
- Qualitative research through semi-structured interviews.
- Sample
- 14 participants
- Evidence
- Moderate effect
Everyday digital services possess a dual nature, capable of both positively and negatively impacting users' mental, social, and intellectual well-being. This user-centred design research insight is drawn from a 2024 study published in Journal of Service Theory and Practice. Using Qualitative research through semi-structured interviews. with 14 participants, researchers explored how this design variable affects real-world outcomes. The key design takeaway: Designers should actively consider the potential for their digital services to cause harm (e.g., stress, isolation, dependence) and implement features or strategies to mitigate these risks while amplifying positive contributions.
Digital Services Can Enhance or Detract from User Well-being
Everyday digital services possess a dual nature, capable of both positively and negatively impacting users' mental, social, and intellectual well-being.
Journal of Service Theory and Practice · 2024
Key Findings
- 01Digital services can contribute to mental, social, and intellectual well-being.
- 02Nine dualities were identified, illustrating the positive and negative contributions of digital services (e.g., digital escapism vs. disruption, relaxation vs. stress, empowerment vs. subjugation).
Application
Design takeaway
Designers should actively consider the potential for their digital services to cause harm (e.g., stress, isolation, dependence) and implement features or strategies to mitigate these risks while amplifying positive contributions.
How to apply
When designing a new digital service or iterating on an existing one, map out the potential positive and negative impacts on user mental, social, and intellectual well-being. Use the identified dualities as a framework for this analysis.
Project actions
- 01When researching user needs, ask about both the benefits and drawbacks of their current digital tool usage.
- 02Consider how your design might inadvertently cause stress or isolation for users.
Method & Evidence
Variables
Strengths & Limitations
Strengths
- +Explores a nuanced aspect of user experience often overlooked.
- +Provides a framework (the dualities) for further research and design consideration.
Limitations
It can be challenging to objectively measure well-being. User self-reporting might be subjective.
Reliability & validity
Reliability could be improved by using more standardized questions about well-being. Validity is supported by the qualitative depth of the interviews, capturing rich user experiences.
Think critically
How can designers proactively design *against* the negative dualities of digital services, rather than just hoping users will manage them?
Design Principles
"Design digital services with a conscious awareness of their potential to impact user well-being, striving to maximize positive contributions and minimize negative ones."
Understanding this duality is crucial for designers and service providers to create digital experiences that genuinely support user well-being. By acknowledging potential negative impacts, designers can proactively mitigate them, leading to more ethical and user-centric service development.
What This Means for Your Design
The apps and websites we use every day can make us feel good or bad. For example, social media can help us connect with friends, but it can also make us feel lonely or stressed if we compare ourselves too much.
How to use in your project
- 1.Use the concept of 'dualities of digital services' to analyze the potential positive and negative impacts of your proposed design on user well-being.
Add to My Project
Quick Cite
Paragraph starter
This design project acknowledges the dual nature of digital services, recognizing that while digital tools can enhance user well-being through connection and learning, they also carry the risk of negative impacts such as isolation and dependence. Therefore, the design aims to maximize positive contributions to mental, social, and intellectual well-being while actively mitigating potential harms.
Source
Journal of Service Theory and Practice
Dualities of digital services: everyday digital services as positive and negative contributors to customer well-being
journal · 2024
View sourceQuestions About This Research
- What does the research say about digital services can enhance or detract from user well-being?
- Designers should actively consider the potential for their digital services to cause harm (e.g., stress, isolation, dependence) and implement features or strategies to mitigate these risks while amplifying positive contributions. Evidence: Journal of Service Theory and Practice (2024).
- Why does "Digital Services Can Enhance or Detract from User Well-being" matter for design?
- Understanding this duality is crucial for designers and service providers to create digital experiences that genuinely support user well-being. By acknowledging potential negative impacts, designers can proactively mitigate them, leading to more ethical and user-centric service development.
- How can designers apply this research?
- Designers should actively consider the potential for their digital services to cause harm (e.g., stress, isolation, dependence) and implement features or strategies to mitigate these risks while amplifying positive contributions.
- What were the main findings?
- Digital services can contribute to mental, social, and intellectual well-being.. Nine dualities were identified, illustrating the positive and negative contributions of digital services (e.g., digital escapism vs. disruption, relaxation vs. stress, empowerment vs. subjugation).
- What research method was used?
- Qualitative research through semi-structured interviews. with 14 participants.
- How strong is the evidence?
- Evidence strength is rated Moderate effect, based on a 2024 journal from Journal of Service Theory and Practice.
- What should I do differently in my next project?
- When designing a new digital service or iterating on an existing one, map out the potential positive and negative impacts on user mental, social, and intellectual well-being. Use the identified dualities as a framework for this analysis.
- What are the limitations?
- The study focused on young adults, so findings may not generalize to other age groups. The qualitative nature means findings are exploratory rather than definitive.