Article | Conference Proceedings ServDes.2009; DeThinking Service; ReThinking Design; Oslo Norway 24-26 November 2009 | Exemplars in Service Design
Göm menyn

Exemplars in Service Design
Johan Blomkvist: Dept. Of Computer and Info Science (IDA), Linköpings universitet, Sweden Stefan Holmlid: Dept. of Computer and Info Science (IDA), Linköpings universitet, Sweden
Full text (pdf)
Conference Proceedings ServDes.2009; DeThinking Service; ReThinking Design; Oslo Norway 24-26 November 2009
Article no.:
No. of pages:
Publication type:
Abstract and Fulltext
Linköping Electronic Conference Proceedings
ISSN (print):
ISSN (online):
Linköping University Electronic Press; Linköpings universitet

Export in BibTex, RIS or text

Exemplars play an important role in applied service design but are largely overlooked in academic literature. So far; most design research in other fields has concerned how surface properties of exemplars are incorporated in the current design; but services are different from most other design disciplines in regard to material. To expand the understanding of how exemplars matter to service design; material from recordings and observations of design meetings have been analysed. We observed a pattern that exemplars; in this case; were introduced in communication in the format of micro-narratives that express emotional impact of service elements. This study shows that exemplars in the form of micro-narratives are retrieved in design discourse primarily from gathered data; common reference points; and personal experiences. They contribute to the collective understanding of the service concept and support the alignment of the service offering with customer expectations.

Conference Proceedings ServDes.2009; DeThinking Service; ReThinking Design; Oslo Norway 24-26 November 2009

Johan Blomkvist, Stefan Holmlid
Exemplars in Service Design

Arvola; M.; & Artman; H. (2007). Enactments in Interaction Design: How Designers Make Sketches Behave. Artifact ; 106-119.

Clark; H. H. (1996). Using Language (6th ed.). Cambridge: Cambridge University Press.

Clark; H. H.; & Brennan; S. E. (1995). Grounding in Communication. In L. B. Resnick; J. M.

Levine; & S. D. Teasley (Eds.); Perspectives on socially shared cognition (pp. 127-149). Washington DC: APA.

Dearden; A. (2006). Designing as a conversation with digital materials. Design Studies ; 27 (3); 399-421.

Dubberly; H.; Evenson; S.; & Robinson; R. (2008; March + April). The Analysis-Synthesis Bridge Model. interactions ; 57-61.

Eckert; C. M. (1997). Design inspiration and design performance. Proceedings of the 78th World Conference of the Textile Institute (pp. 369-387). Thessaloniki; Greece: Textile institute.

Eckert; C.; & Stacey; M. (2003). Adaptations of Sources of Inspiration in Knitwear Design. Creativity Research Journal ; 355-384.

Eckert; C.; & Stacey; M. (2000). Sources of Inspiration: a language of design. Design Studies ; 21; 523-538.

Erickson; T. (1995). Notes on Design Practice: Stories and Prototypes as Catalysts for Communication. In J. Carroll (Ed.); Scenario-Based Design: Envisioning Work and Technology in System Development (pp. 37-58). New York: Wiley & Sons.

Goldstein; S. M.; Johnston; R.; Duffy; J.; & Rao; J. (2002). The service concept: the missing link in service design research? Journal of Operations Management ; 20; 121-134.

Herring; S. R.; Chang; C.-C.; Krantzler; J.; & Bailey; B. P. (2009). Getting inspired! Understanding How and Why Examples are Used in Creative Design Practice. CHI2009 (pp. 87-96). Boston; Massachusetts; USA: ACM.

Holmlid; S. (2009). From Interaction to Service. In S. Miettinen; & M. Koivisto (Eds.); Designing Services with Innovative Methods (pp. 78-97). Keuruu; Finland: Otava Book Printing LTD.

Holmlid; S. (2007). Interaction design and service design: Expanding a comparison of design disciplines. Nordes. Stockholm.

Holmlid; S.; & Evenson; S. (2006). Bringing design to services. Invited to IBM Service Sciences; Management and Engineering Summit: Education for the 21st century. New York: October.

Holmlid; S.; & Evenson; S. (2007). Prototyping and enacting services: Lessons learned from human-centered methods. Proceedings from the 10th Quality in Services conference; QUIS 10. Orlando; Florida.

Hornsby; P. (2009; 06 22). UXmatters. Retrieved 08 16; 2009; from Reusing the userexperience: php

Johansson; M.; & Arvola; M. (2007). A case study of how user interface sketches; scenarios and computer prototypes structure stakeholder meetings. In L. J. Ball; M. A. Sasse; C.

Sas; T. C. Ormerod; A. Dix; P. Bagnall; et al. (Ed.); People and Computers XXI: HCI...but not as we know it; Proceedings of HCI 2007. The 21st British HCI Group Annual Conference. 1; pp. 177-184. Swindon; UK: The British Computer Society.

Kimbell; L. (2008). What do service designers do? Retrieved 07 01; 2009; from Designing for Services:

Linell; P. (1994). Transkription av tal och samtal: Teori och Praktik. Arbetsrapport från tema K 1994:9.

Lovelock; C.; & Gummesson; E. (2004). Whither Services Marketing? In Search of a New Paradigm and Fresh Perspectives. Journal of Service Research ; 7 (1); 20-41.

Löwgren; J.; & Stolterman; E. (2004). Design av informationsteknik: materialet utan egenskaper (2:nd ed.). Lund; Sverige: Studentlitteratur.

Maffei; S.; Mager; B.; & Sangiorgi; D. (2005). Innovation through Service Design. >From Research and Theory to a Network of Practice. A Users’ Driven Perspective. Joining Forces. Helsinki: Available online:

Moritz; S. (2005). Service Design: Practical Access to an Evolving Field. Cologne; Germany: Köln International School of Design.

Parker; S. (2009). Social Animals: tomorrow’s designers in today’s world. Retrieved 08 16;
009; from RSA Projects: Removing barriers to social progress :

Pinhanez; C. (2009). Services as Customer-Intensive Systems. Design Issues ; 25 (2); 3-13.

Raijmakers; B.; Gaver; W. W.; & Bishay; J. (2006). Design Documentaries: Inspiring Design Research Through Documentary Film. DIS 2006 (pp. 229-238). Pennsylvania: ACM.

Rheinfrank; J.; & Evenson; S. (1996). Design languages. In T. Winograd; Bringing design to software (pp. 63-80). New York; New York: ACM Press.

Saffer; D. (2007). Designing for Interaction: Creating Smart Applications and Clever Devices. USA: New Riders.

Schön; D. A. (1983). The reflective practitioner: How prefessionals think in action. USA: Basic Books.

Segelstr√∂m; F.; & Holmlid; S. (2009). Visualization as tools for research: Service designers on visualizations. NorDes 2009 ‚Äď Engaging artifacts; Nordic Design Research Conference. Oslo.

Segelström; F.; Raijmakers; B.; & Holmlid; S. (2009). Thinking and Doing Ethnography in Service Design. IASDR; Rigor and Relevance in Design. Seoul.

Service Design Tools: Communication Methods Supporting Design Processes. (2009). Retrieved 08 17; 2009; from Service Design Tools:

Strom; G. (2007). Stories with emotions and conflicts drive development of better interactions in industrial software projects. Proceedings of the 19th Australasian conference on Computer-Human Interaction: Entertaining User Interfaces ; 251; 115- 121.

Vaajakallio; K. (2009). Enacting design: understanding co-design as embodied practice. Engaging Artifacts; NorDes 2009. Oslo; Norway.

; T.; & Tabor; P. (1996). Software Design and Architecture. In T. Winograd (Ed.); Bringing Design to Software (pp. 10-16). New York; New York: ACM.

Conference Proceedings ServDes.2009; DeThinking Service; ReThinking Design; Oslo Norway 24-26 November 2009

Johan Blomkvist, Stefan Holmlid
Exemplars in Service Design
Note: the following are taken directly from CrossRef
No citations available at the moment

Responsible for this page: Peter Berkesand
Last updated: 2017-02-21