Article | Service Design Geographies. Proceedings of the ServDes.2016 Conference | Knowledge Brokers in Service Design: Lessons from organizational Studies
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Title:
Knowledge Brokers in Service Design: Lessons from organizational Studies
Author:
Sumit Pandey: Research Group for the Design of Information Systems, Department of Informatics, University of Oslo, Oslo, Norway Swati Srivastava: Research Group for the Design of Information Systems, Department of Informatics, University of Oslo, Oslo, Norway
Download:
Full text (pdf)
Year:
2016
Conference:
Service Design Geographies. Proceedings of the ServDes.2016 Conference
Issue:
125
Article no.:
026
Pages:
317-326
No. of pages:
10
Publication type:
Abstract and Fulltext
Published:
2016-05-17
ISBN:
978-91-7685-738-0
Series:
Linköping Electronic Conference Proceedings
ISSN (print):
1650-3686
ISSN (online):
1650-3740
Publisher:
Linköping University Electronic Press, Linköpings universitet


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With service design taking increasingly strategic and transformational roles, effective organizational partnership and engagement has become crucial. However, since organizational communities are structured and function differently from social communities, participatory service innovation methods like co-design need to take additional factors and different strategies into account for effective engagement and participation in these settings. We draw from discussions in organizational studies to highlight challenges with regards to engagement in innovation processes within and across communities in organizations. Further, we look at knowledge brokers, a concept that features prominently in discourse in this area and outline it theoretically and through a strategy of application in co-design settings. Hence, we contribute to the current service design discourse by adding insights to both theory and practice. Finally, we describe the application of this strategy in two exploratory case studies with differing scales in terms of both the service being designed and the nature of participation from organizational communities.

Keywords: service design, knowledge brokers, co-design, design legacies, organizational studies

Service Design Geographies. Proceedings of the ServDes.2016 Conference

Author:
Sumit Pandey, Swati Srivastava
Title:
Knowledge Brokers in Service Design: Lessons from organizational Studies
References:

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Service Design Geographies. Proceedings of the ServDes.2016 Conference

Author:
Sumit Pandey, Swati Srivastava
Title:
Knowledge Brokers in Service Design: Lessons from organizational Studies
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