Iterative Development of a Process-Oriented Approach for the Selection of Platform-Based Digital Services

Abstract

While the concept of digital platform (-ecosystems) for the provision of corresponding services has been met with great interest both in the broad re-search community and in practical application, process-based considerations for the selection of digital platform services, which are furthermore supported by artificial intelligence (AI), remain unexplored. However, it is precisely the customer processes in the context of the user experience that play a decisive role in the success of targeted platform solutions. Therefore, this paper describes the development of a method that is specifically focused on the process-based derivation of relevant services for digital, AI-based platforms. To develop our method, we draw on a focus group study that operates in the environment of a current research project for the development of an AI-based networking platform and thus enables a first evaluation of the developed method. With our current results, we are thus not only contributing to the knowledge base around digital platforms and ecosystems in connection with artificial intelligence but are also providing a useful action guide for developing these in practice.