2–5 February 2021


Short Paper

Embedding transparency on digital services: a case study on the food sector


Presenting Author(s): Marcella Lomba, Aguinaldo dos Santos
03 February 2021

Transparency is one of the principles to promote sustainable provision of services, being the ability of a service to communicate social, environmental and economic practices and performance. Digital technologies are continuously expanding the possibilities to increase the level of transparency across all stakeholders associated with service profession. However, while transparency has been pointed to as a key priority in innovation agendas in various sectors, there is still lack of knowledge on its practical implications for service design. The food sector is one of the most critical in terms of addressing transparency, due to the global need for transformations in food production and consumption systems, in order to become more inclusive, sustainable and healthy. This research conducted ex-post-facto case studies, followed by an Action Design Research carried out within a small company of organic food delivery. The paper presents the outline of a framework to diagnose the state of transparency on a service that can also be used on the creative phase of the Service Design process.

Europe (CET): 3rd February 2021 12:30 am to 1:30 am

US (EST): 2nd February 2021 6:30 pm to 7:30 pm

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Marcella Lomba
Marcella Lomba
Universidade Federal do Paraná

MSc in Design at UFPR - Design & Sustainability Research Center (2020) with research on Service Design, Digital Technologies, Design for Sustainability and Food Design, aimed at expanding transparency in digital services. Holds a specialization in User-Centered Design at Universidade Positivo (2013) and a BA in Computer Engineering at PUC-Campinas (2006). Has 15 years of professional experience, with work related to user experience, service design and design management in design and innovation consultancies, digital agencies, companies and startups from industries such as food, healthcare, cosmetics, telecom, finance, among others.

Aguinaldo dos Santos
Aguinaldo dos Santos
Paraná Federal University

Father of Lucca and Thomas and husband of Ana Lucia. Car Mechanic (SENAI/1984), Civil Engineer (UFPR/1992), MSc on Civil Engineering (UFRGS/1995), PhD on Built Environment (SALFORD/UK/1999), Pos-doctoral on Design for Sustainability (POLIMI/Italy, 2010). Head of the Design & Sustainability Research Center and Vice-coordinator of the Design Post-graduate Program at Paraná Federal University, Brazil. Holds a “Level 2 Productivity Schoolarship” from CNPq (Brazilian Funding Agency) since 2004. Member of the administrative board of the Brazilian Design Center (CBD). Member of editorial board of several journals. Publications in numbers: 53 journal papers, 12 books, 8 book chapters, 142 conference papers. Co-author of 4 patent submissions. Supervisions: 39 MSc; 5 PhDs. Native stingless bee conservationist; poet; numismatist; marathon runner.