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Reframing Service Design as a Translation Mechanism

Jia-May Wu Hsien-Hui Tang
Sep 2026 · Touchpoint · 0 citations

TL;DR

Drawing on semi-structured interviews with five Taiwanese AI-enabled SaaS providers, service design is reframed as a translation mechanism that turns needs, tacit knowledge and field conditions into actionable inputs for teams and AI systems.

Abstract

The alignment issues teams encounter in AI-enabled SaaS projects are often translation problems. Drawing on semi-structured interviews with five Taiwanese AI-enabled SaaS providers, this article reframes service design as a translation mechanism that turns needs, tacit knowledge and field conditions into actionable inputs for teams and AI systems.

DOI Semantic Scholar
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