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Title:
ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014
Download:
Full text (pdf)
Editor(s):
Daniela Sangiorgi: Imagination Lancaster, The Roundhouse, Lancaster University, UK David Hands: Lancaster University, UK Emma Murphy: Lancaster University, UK
Year:
2014
No. of pages:
485
Language:
English
ISBN:
978-91-7519-280-2
Series:
Linköping Electronic Conference Proceedings
Issue:
099
ISSN (print):
1650-3686
ISSN (online):
1650-3740
Published:
2014-06-25
Publisher:
Linköping University Electronic Press; Linköpings universitet



Service Futures

ServDes2014 explores how Service Design is contributing to ‘Service Futures’ and how it is developing as a field of research and practice

We have witnessed how the concept and role of services in the economy and society have come a long way since its first definitions and studies. Services have moved from being a peripheral activity in a manufacturing - centred economy; to an engine for growth and society driven innovation. This transformation has been fully recognised with a flourishing of service innovation and service research studies aimed at deepening understanding; and at supporting the development of services both as a sector and as a concept.

We suggest that Service Design is closely following this transformation. Starting from its initial focus on service interactions and experiences; Service Design research and practice have entered more strategic and transformational roles; dealing with issues of organisational change; system design; sustainability and social change; amongst others.

Increasingly; Service Design is considering ways to integrate and collaborate with other service related disciplines. Also; questions are emerging on the future of this field; considering the growing areas of application and the expansion of the concept of service itself. ServDes2014 has brought these recent discussions and transformations to the fore and offered an ideal place to collectively reflect on and imagine that future.

ServDes.2014 ran over three days:

  • The first day was dedicated to practical explorations of Service Design with eight workshops led by both practitioners and academics;
  • The second day was mostly focused on (long and short) papers presentations organised in three parallel sessions and two extra workshops;
  • The third and final day was partly dedicated to papers presentation and came to an end with three parallel forums exploring the future of Service Design Research and Education and their relationship with Social Innovation.
  • Working at the boundaries of Service Design; Digital and Social Innovation; the keynote speaker Dominic Campbell (Futuregov); projected novel spaces and responsibilities for Service Design in relation to complex societal transformational challenges; while Prof. Pelle Ehn (Malmö University); positioned it within a historical retrospective of Participatory Design in a constant search for more democratic (service) design practices.

    The conference was organised around five main themes which are reflected in the proceedings structure: Emerging Directions for Service Design; Design for Service Innovation and Transformation; Service Design and Implementation; Novel Service Design Frameworks and Tools; Service Design Across Organisations.

    Thanks to everyone who contributed and participated to this conference; and we look forward ServDes.2016 further developments and ideas.



    ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014

    LONG PAPERS

    Emerging Directions for Service Design

    99:001
    Asbjørn Følstad, Knut Kvale, Joachim Bråthen, Ida Maria Haugstveit
    Service Futures: What is Expected from Customer Care?
    [Abstract and Fulltext]

    99:002
    Necmiye Savut, Halime Demirkan
    Priority Setting For Service Design in Age-Friendly Cities: the City of Ankara
    [Abstract and Fulltext]

    99:003
    Jakob Trischler, Don Scott
    The Identification of Innovative Customer Groups for Collaborative Design Activities
    [Abstract and Fulltext]

    99:004
    Ruth Edmonds, Mary Rose Cook
    Starting a Conversation: the Need for and Application of Service Design in International Development
    [Abstract and Fulltext]

    99:005
    Laura Warwick, Robert Young, Matthew Lievesley
    The Potential of a Design for Service Approach to Transform Voluntary Community Sector Organisations
    [Abstract and Fulltext]

    99:006
    Maíra Joly, Carla Cipolla, Ezio Manzini
    Informal; Formal; Collaborative: Identifying New Models of Services within Favelas of Rio de Janeiro
    [Abstract and Fulltext]

    99:007
    Joyce Yee, Emma Jefferies, Lauren Tan
    Brave New Worlds: Transitions in Design Practice
    [Abstract and Fulltext]

    99:008
    Beatrice Villari, Marzia Mortati
    Design for Social Innovation: Building a Framework of Connection Between Design and Social Innovation
    [Abstract and Fulltext]

    99:009
    Gerasimos Balis
    The Role of Service Design in the Effectual Journey of Social Entrepreneurs
    [Abstract and Fulltext]

    99:010
    Claudio S. Pinhanez
    Borg-Human Interaction Design
    [Abstract and Fulltext]

    99:011
    Sune Klok Gudiksen, Eva Brandt
    The Service Ouroboros: Designing Persona Service Cycles
    [Abstract and Fulltext]

    99:012
    Jeanette Blomberg, Chuck Darrah
    Toward an Anthropology of Services
    [Abstract and Fulltext]

    Design for Service Innovation and Transformation

    99:013
    Dirk Snelders, Evelien Van de Garde-Perik, Fernando Secomandi
    Design Strategies for Human Relations in Services
    [Abstract and Fulltext]

    99:014
    Jenny S. Darzentas, John Darzentas
    Accessible Self-Service: A Driver For Innovation in Service Design
    [Abstract and Fulltext]

    99:015
    Ehsan Baha, Aylin Groenewoud, Koert van Mensvoort
    Servitization of Products as an Approach For Design-Driven Innovation
    [Abstract and Fulltext]

    99:016
    Sabine Junginger
    Design Legacies: Why Service Designers are not able to Embed Design in the Organisation
    [Abstract and Fulltext]

    99:017
    Yoko Akama
    Passing on; Handing over; Letting go - The Passage of Embodied Design Methods for Disaster Preparedness
    [Abstract and Fulltext]

    99:018
    Diane Nijs, Ir. Jo Van Engelen
    Imagineering as Complexity-Inspired Method for Transformative Service Design
    [Abstract and Fulltext]

    Service Design and Implementation

    99:019
    Eun Yu, Daniela Sangiorgi
    Service Design as an Approach to New Service Development: Reflections and Future Studies
    [Abstract and Fulltext]

    99:020
    Nikki Holliday, Gillian Ward, Darren Awang, David Harson
    Conceiving and Developing a Mainstream Consumer Service to Support Older or Vulnerable People Living Independently
    [Abstract and Fulltext]

    99:021
    Nicola Morelli
    Challenges in Designing and Scaling-Up Community Services
    [Abstract and Fulltext]

    99:022
    Alastair Macdonald, David Loudon, Anne Taylor
    A Design-led Complex Intervention for the Stroke Rehabilitation Service
    [Abstract and Fulltext]

    99:023
    Sara Donetto, Paola Pierri, Vicki Tsianakas, Glenn Robert
    Experience-based Co design and Healthcare Improvement: Realising Participatory Design in the Public Sector
    [Abstract and Fulltext]

    99:024
    Pratik Vyas, Robert Young, Nick Spencer, Petia Sice
    Can Awareness-based Practices Benefit Co-creation in Community Social Innovation?
    [Abstract and Fulltext]

    h4> Novel Service Design Frameworks and Tools

    99:025
    Mette Agger Eriksen
    What triggers Us?! A Close Look at Socio-Material Situations of Co-designing Services
    [Abstract and Fulltext]

    99:026
    Simon Clatworthy, Robin Oorschot, Berit Lindquister
    How to Get a Leader to Talk: Tangible Objects for Strategic Conversations in Service Design
    [Abstract and Fulltext]

    99:027
    Graham Dove, Sara Jones
    Using Information Visualisation to Support Creativity in Service Design Workshops
    [Abstract and Fulltext]

    99:028
    Ragnhild Halvorsrud, Eunji Lee, Ida Maria Haugstveit, Asbjørn Følstad
    Components of a Visual Language for Service Design
    [Abstract and Fulltext]

    99:029
    Teresa Sarmento, Lia Patricio
    Incorporating the Customer Experience along Different Iterative Cycles of Service Design
    [Abstract and Fulltext]

    99:030
    Aaron Mullane, Jarmo Laaksolahti, Dag Svanæs
    Wearable Probes for Service Design
    [Abstract and Fulltext]

    99:031
    Ander Altuna, Thomas Jun
    The Applicability of Online Communities in Health Service Co-Design
    [Abstract and Fulltext]

    Service Design across Organisations

    99:032
    Alison Prendiville
    Weaving Place into the Centre of Service Design: A Reflective Case Study
    [Abstract and Fulltext]

    99:033
    Masanao Takeyama, Kahoru Tsukui, Yoshitaka Shibata
    Resource Oriented Service Ideation: Integrating S-D Logic with Service Design Techniques
    [Abstract and Fulltext]

    99:034
    Jaana Hyvärinen, Jung-Joo Lee, Tuuli Mattelmaki
    Fragile Liaison — Opportunities and Challenges in Cross Organisational Service Networks
    [Abstract and Fulltext]

    99:035
    Bettina Minder
    Design for Cross-Sectorial Service Innovation - Provisional Framework
    [Abstract and Fulltext]

    SHORT PAPERS

    Emerging Directions for Service Design

    99:036
    Lara Salinas, Sebastian Weise, Serena Pollastri
    Transforming the Planning Process - Challenges for the Service Designer
    [Abstract and Fulltext]

    99:037
    Ion Iriarte, Daniel Justel, Mikel Orobengoa, Ester Val, Itsaso Gonzalez
    Transforming Basque Manufacturing Companies through Service Design: Showing the Potential of Service Thinking
    [Abstract and Fulltext]

    99:038
    Eva Kirchberger, Mark Kennedy
    The Future of the Service Design Category: Authentic Adaption as a Way Out?
    [Abstract and Fulltext]

    99:039
    Amalia De Götzen, Nicola Morelli, Francesco Grani
    Challenges and Perspectives in Service Design Curricula: The Case of the Service Systems Design Master of Aalborg University in Copenhagen
    [Abstract and Fulltext]

    Design for Service Innovation and Transformation

    99:040
    Ksenija Kuzmina, Tracy Bhamra
    Positioning Service Design as Transformational Approach in Education for Sustainable Development (ESD)
    [Abstract and Fulltext]

    99:041
    Heather Madden
    Transforming Student Services in Higher Education
    [Abstract and Fulltext]

    Novel Service Design Frameworks and Tools

    99:042
    Asbjørn Følstad, Knut Kvale, Ragnhild Halvorsrud
    Customer Journeys: Involving Customers and Internal Resources in the Design and Management of Services
    [Abstract and Fulltext]

    99:043
    Stefan Holmlid, Johan Blomkvist
    Service Archetypes; A Methodological Consideration
    [Abstract and Fulltext]

    99:044
    Francesca Foglieni, Stefano Maffei, Beatrice Villari
    A Research Framework for Service Evaluation
    [Abstract and Fulltext]

    Service Design across Organisations

    99:045
    Karianne Rygh, Danielle Arets, Bas Raijmakers
    Defining Values through Collaboration
    [Abstract and Fulltext]

    99:046
    Fredrik Sandberg
    Dead or Alive: How Municipalities Can Use Service Design Tools to Create Live Services that are Flexible; Mindful and Involving
    [Abstract and Fulltext]

    99:047
    Dimitra Chasanidou, Amela Karahasanovic
    Open Service Innovation Platforms and Experience
    [Abstract and Fulltext]

    99:048
    Jennifer Ballie, Suzanne Prior
    The Strategic Role of Design in Supporting Knowledge Exchange
    [Abstract and Fulltext]

    WORKSHOP

    99:049
    Lilian Henze, Ingrid Mulder
    Networked Collaboration Canvas: How can Service Design facilitate Networked Collaboration?
    [Abstract and Fulltext]

    99:050
    Ed Gardiner, Rupert Tebb
    The Appliance of Science — How Behavioural Science Can Help Create Better Services
    [Abstract and Fulltext]

    99:051
    Markus Edgar Hormeß, Marc Stickdorn
    Published Research vs. Business Reality: Towards a Common Understanding of Customer Journey Mapping
    [Abstract and Fulltext]

    99:052
    Robb Mitchell, Mette Agger Eriksen, Sune Klok Gudiksen, Kirsikka Vaajakallio
    Feely Touchpoints and Bouncy Journeys? Kinetic Materials for Service Design
    [Abstract and Fulltext]

    99:053
    Daniel Wolstenholme, Helena Sustar, Simon Bowen
    Bedside Manners: Lessons Learned from Design Practice in Healthcare
    [Abstract and Fulltext]

    99:054
    Krista Keränen, Katri Ojasalo, Outi Kinnunen
    CoCo Cosmos - Experiencing a New Visual Way to Develop Service Businesses
    [Abstract and Fulltext]

    99:055
    Sandjar Kozubæv, Chris Livaudais
    Future Worlding for Service Design
    [Abstract and Fulltext]

    99:056
    Sarah Drummond, Valerie Carr, Andy Young, Lizzie Brotherston
    Open Badges for Service Designers
    [Abstract and Fulltext]

    99:057
    Julia M. Jonas, Angela Roth, Stefan Wolpert, Kathrin M. Moeslein
    Open Service Design? Exploring Customer Co-Creation in a Service Manufactory
    [Abstract and Fulltext]

    99:058
    Erik Hammarström, Johanna Thorell
    Co-creation with Co-workers as a Creative Method for Improving Service in the Health Care Domain
    [Abstract and Fulltext]

    FORUMS

    99:059
    Daniela Sangiorgi, Alison Prendville, Lia Patricio, Don Allen
    Design for Service Design and Research Forum
    [Abstract and Fulltext]

    99:060
    Lara Penin, Beatrice Villari, Stefan Holmlid
    Design for Service Design and Educatioin Forum
    [Abstract and Fulltext]

    99:061
    Ezio Manzini, Carla Cipolla, Adam Thorpe
    Service Design and Social Innovation Forum
    [Abstract and Fulltext]

    ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014

    Author:
    Daniela Sangiorgi, David Hands, Emma Murphy
    Title:
    ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014
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