A Sustainable Human-Smart Service Product Interaction: Tackling User Attrition and eWaste for the Triple Bottom Line

Cecilia Lee (), Atul Gupta () and Utpal Mangla ()
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Cecilia Lee: Royal College of Art
Atul Gupta: Sun Life
Utpal Mangla: IBM

A chapter in Smart Services Summit, 2023, pp 31-39 from Springer

Abstract: Abstract This paper takes a design research approach to explore the challenge of user attrition in the consumer wearables sector and its impact on eWaste which is a growing concern for many countries. Previous research demonstrated the lack of value-in-use realised by users as the key driver of user attrition. The abandoned smart service products then become the source of mounting eWaste which creates environmental pollution and puts human health at risk. This study hypothesises that a sustainable interaction between user and consumer wearables will reduce the user attrition rate, which will, as a result, decrease the amount of eWaste. This hypothesis is examined through three case studies that showcase the past, the present, and the future of the consumer wearables sector. The study contributions are as follows. First, it takes a zoom-in and a zoom-out approach to understand how the challenge of user attrition at the micro-level leads to the challenge of environmental sustainability at the macro-level. Secondly, this study introduces how the design research community uses case studies as a method in design research to the non-design research community. Lastly, three propositions introduced in this research could inform the foundation of a sustainable human-smart service product interaction framework.

Keywords: Smart service product; User engagement; User attrition; Value co-creation; eWaste (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:spr:prochp:978-3-031-36698-7_4

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DOI: 10.1007/978-3-031-36698-7_4

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