Service Design and Innovation Conference
NOTE! During 2025 the conference proceedings of ServDes has been transferred to DRS digital library. ServDes, the Service Design and Innovation conference, is the premier research conference for exchanging knowledge within Service Design and service innovation studies. Born as a yearly Nordic conference, ServDes has now become a bi-annual international event.
The transformative role of service design – a case study of a public library
Using a wider context of a growing role of service design (SD) in different change processes, the aim of this article is to explore the transformative role of service design on two levels: organizational and societal. We investigated a transformation process of a public sector organization – a public library, showing how service design can be a vehicle of organizational and societal changes. We were able to map 3 cycles of transition that have been gradually expanding the visions, theories of change, mindsets, and new ways of designing in the organization, helping to achieve more and more agency in transforming, first the organization, and then local community. The article contributes to the growing body of knowledge connecting design with change. It also creates a more in-depth understanding of how SD can become a vehicle for transformation in a public sector organization.
Copyright (c) 2023 Justyna Starostka, Nicola Morelli, Amalia de Götzen https://creativecommons.org/licenses/by-nc/4.0/
Designing Transformative Processes in Mountain Realms
Alpine territories are experiencing a period of new dynamism in which relations with the urban environment play an important role in terms of cultural redesign of values, physical and functional connections with local areas and the creation of rurban-mountain networks. This contribution aims to highlight the challenge to trigger a long-term territorial strategy for the Valtellina area – in the Italian Alps – from short-term actions and processes to lead local heritage and cultural production and make stakeholders part of this collective visioning and design practices. Actually, this article illustrates the approaches and methodologies applied to two research and educational projects – involving international students from the School of Design of Politecnico di Milano and the Alta Scuola Programme of Politecnico di Milano and Politecnico di Torino – which resulted in design actions on the territory in terms of temporary experiments for Mega Events and urban regeneration possibilities in Valtellina Area.
Copyright (c) 2023 Laura Galluzzo, Ambra Borin, Elena Enrica Giunta https://creativecommons.org/licenses/by-nc/4.0/
Transition Through Handprint Business Design for Eco-Responsible Consumer Solutions
The requirements for corporate environmental responsibility have shifted from reducing the carbon footprint of production to also cover the increasing use of carbon handprint by lowering the environmental impact of the offering. This paper discusses the guidance and development tools that support environmentally responsible, customer-orientated offering development in small-scale businesses. This support for the businesses has been created through business interviews, benchmark analysis, and co-creation in training sessions. The customer-driven design tools for environmentally responsible product and service solutions consist of a systemic design type of loop canvases to enable the modelling of low-impact consumption and production, and tools to analyze possibilities to lower the consumption impact of offerings, to cover the customer journey, and to support customer behavior change. The design of environmentally sustainable services changes the design goal from customer-driven, desirable solutions to transformation support, for customers as well as for businesses.
Copyright (c) 2023 Mirja Kälviäinen, Kati Kumpulainen, Anna Palokangas, Enna Eloranta https://creativecommons.org/licenses/by-nc/4.0/
Virtual Co-creation Workshop: Collaboration Design for Place Innovation
In this paper, we investigate how virtual co-creation workshops can be conducted. Therefore, sharing experiences with virtual collaborative methodologies is interesting to support researchers, designers, students, and professionals interested in innovation. Thus, the workshop serves as an illustrative case to convey our knowledge of this growing phenomenon, so it is intended to share an experience of design and evaluation of an experiment in virtual co-creation workshops aiming to contribute to the collaboration design for Place Innovation. We found that some challenges must be considered when planning co-creation workshops virtually, especially for Place Innovation, among them: the participants' ability to deal with modern technologies, internet connection, time zones, and languages to be adopted. In this way, we suggested one script to plan co-creation virtual at three stages: pre-workshop, execution, and post-workshop, as well as the tools and techniques that the researchers and designers could use in each phase of this journey. Some recommendations are related.
Copyright (c) 2023 Thiago Gomes de Lima, Sisse Grøn, Ole Broberg, Francisco de Assis Esteves https://creativecommons.org/licenses/by-nc/4.0/
Hybrid Water Cultures: implications for service relations with diverse water users in Sydney, Australia
How do diverse communities encounter and respond to government water services? This paper explores shifting cultural dynamics of a diverse group of Mandarinspeaking migrants in Sydney, Australia and implications for services in the context of a research project with a major water utility. Significant challenges for water services in Australia were unpacked. The central challenge we explore in this paper is the validity of the operational category of the ‘average customer’ which had been relatively stable for Sydney Water for over a century. However, in the last 20 years, the culture of Australia has shifted away from Europe and toward Asia. Questions around communication, information sharing, governance and management, were provoked. The take up of our research in Sydney Water’s customer education and engagement strategies has fostered more diverse and inclusive representations and points to the value of nuanced social and cultural research in service design contexts.
Copyright (c) 2023 Abby Mellick Lopes, Zoë Sofoulis https://creativecommons.org/licenses/by-nc/4.0/
Staging, co-creating and reframing: a framework to map a community-based project
The extension of the design domain over the last decades has shifted the focus from products to processes and opened the design process to new actors. The most applied frameworks to map the design process include several phases and techniques that can support focusing on stakeholders, but they are represented as fundamentally linear processes. These models might be insufficient in the currently expanded design domain where the designer has the role of facilitator rather than expert, and recursivity is essential. Based on a case study, this paper proposes a new design process of staging, co-creating and reframing that happens recursively over time, and where framing is applied to redefine the problem based on each interaction with the stakeholders. In the case study, the framework is applied in a community building project in Copenhagen. The design process is explained as it ran twice through the framework, involving various stakeholders.
Copyright (c) 2023 Nicola Morelli, Antonella Valentina Rinaudi, Laura Sanz Gonzalez, Sofia Santos Melian, Olga Cirocka, Halid Smajlovic https://creativecommons.org/licenses/by-nc/4.0/
Between diving, breathing and splashing: metaphors as lenses to inquire public innovation initiatives
This paper focuses on metaphors as a methodology to design and reflect on design-led initiatives in the public sector. We are drawing on the experience of a capacity-building program developed in 2020 by Enap (National School of Public Administration) in partnership with teams of the Brazilian federal government, in which we conducted four projects through the metaphor of a collective dive. When analyzing the effects of the projects through conversations with participants, we expanded the metaphor, understanding the reflections as breathing, the project conditions as bubbles and currents, and the results as splashes. We see splashes as variable yet rarely acknowledged outcomes of programs that aim to simultaneously foster public innovation and collective learning. In this paper, we present an example of metaphors acting as boundary objects, adding granularity and nuance to the investigation of public innovation initiatives, and identifying their possible effects in relation to institutional logics and complex structures.
Copyright (c) 2023 Caio Werneck, Isabella Brandalise https://creativecommons.org/licenses/by-nc/4.0/
SMOTIES: Scenario-building for creative future solutions in remote places
This paper introduces a scenario-building design methodology used in setting up a four-year Creative Europe Program project co-funded by the European Union. The project addresses an emerging field of action that aims to explore how small and remote places can benefit from the design of cultural and creative innovations within public spaces and in collaboration with local stakeholders. The paper describes how a common ground of scenarios has been designed for the development of project trajectories by defining future visions of action within small and remote places in Europe. This methodology is currently being applied and tested in ten pilot projects for the development of innovative creative solutions that address the specific needs of depopulated and relationally remote places considered to be depositories of material and immaterial culture that risks being undervalued, not consolidated, not handed down, and hence lost.
Copyright (c) 2023 Annalinda De Rosa, Valentina Auricchio, Vanessa Monna https://creativecommons.org/licenses/by-nc/4.0/
Let’s step into each other’s worlds: designing for local transformation processes
In our densely-populated cities, fostering harmony between differing communities is an increasingly difficult art, and one in which design can provide positive contributions. This paper describes a design project which aimed to decrease tensions between youth and residents in a city neighbourhood through an empathy-building process. Individuals from both groups were guided through the process of stepping into each others’ worlds (through Virtual Reality) and developing solutions together to address points of tension. Their individual transformative processes were tracked in order to make the implicit outcomes of such design processes explicit. Throughout this process new dynamics and connections emerged, revealing grounds for structurally decreasing tensions and promoting participatory approaches for local transformation processes. This paper describes the project and presents our learnings regarding (1) the transformative impact on the involved individuals from the neighbourhood and (2) reflections on the contributing roles of the designers in social innovation projects.
Copyright (c) 2023 Froukje Sleeswijk Visser, Jeroen van Erp https://creativecommons.org/licenses/by-nc/4.0/
Teaching Service Design: pedagogical reflections
We present critical reflections from our teaching and learning, design research and knowledge exchange practices to posit a pedagogy of service design. A salient characteristic of this pedagogy is that we involve cohorts of postgraduate students in complex multi-stakeholder projects. We created the Service Futures Lab to provide infrastructure for these projects. When the Lab collaborates with courses across the university it bridges the requirements of the student curriculum with the requirements of our collaborators, aligning with university and our own research agendas and interests. We outline how the learning by doing approach of the Lab contributes to building a pedagogy of service design. We use three projects led by the Lab that involved students from MA Service Design between 2020 and 2022 to discuss how we apply the pedagogical principles we are positing, as well as reflect on the constraints, issues, and opportunities of such projects.
Copyright (c) 2023 Lara Salinas, Silvia Grimaldi, Maria Alejandra Lujan Escalante, Hena Ali, Marion Lagedamont, Alison Prendiville https://creativecommons.org/licenses/by-nc/4.0/
From ideas to policies, through places:service design-driven prototyping guidelines for urban regeneration
This paper describes the development of a set of service design-driven guidelines for prototyping in urban regeneration processes. After introducing urban regeneration as a policy area acting on cities’ social and cultural aspects, the authors consider three perspectives from design research to frame the service design intervention in urban regeneration. Further, the characterising aspects of prototyping in the public sphere are considered to advance a refinement of the typical service design approach to prototyping for this domain. The paper then describes the guidelines, developed through the experience of an ongoing research project, providing practical step-by-step suggestions for each prototyping cycle phase, a selection of tools from renowned design toolkits, and practical examples. The insights from this work intend to evolve the service design practice for the public sphere toward a more systemic perspective that considers the specificities and dynamics of public processes and ecosystems.
Copyright (c) 2023 Francesca Foglieni, Francesco Leoni, Laura Cipriani, Stefano Maffei https://creativecommons.org/licenses/by-nc/4.0/
SOSpesa – Neighbourhood solidarity networks for the recovery, distribution, and valorisation of food surplus
This paper presents and discusses the redesign of a charity activity, implemented in a neighbourhood of the city of Milan, into an innovative service called 'SOSpesa'. By creating, activating and experimenting a network of local actors to achieve a solidarity aim against food poverty, SOSpesa also implements a strategy to fight food waste and support local shops. Acting on a neighbourhood scale, it leverages the local context as a strength of the service, exploiting the networks already existing in the specific context of NoLo, the ‘North of Loreto’ area of the city. The paper illustrates the initiative's ongoing transformation from charitable action to structured service, working carefully not to distort its spirit and bottom-up commitment, and with the intention to frame it into a replicability strategy.
Copyright (c) 2023 Davide Fassi, Anna Meroni https://creativecommons.org/licenses/by-nc/4.0/
Exploring Storytelling Approach with Service Design to Create Empathetic Experiences for Adolescents Living with HIV: A Case Study
In India, a significant number of children live with HIV. Due to a lack of awareness and social stigma, they do not make timely and responsible life decisions around intimacy and HIV status disclosure. In this paper, we share our experience of collaborating with Prayas Health Group (PHG), a prominent Non-Government Organization in Maharashtra (India) that is dedicated to enriching the lives of HIV patients. We used Service Design methods to create a solution that disseminates essential information and enables Adolescents Living with HIV (ALHIV) to make informed life decisions. The solution is an interactive story media where adolescents make decisions around in-design encounters that parallel with possible real-life encounters. As a result, they learn more about the subject and its implications, leading to improved real-life decision-making. This paper demonstrates the orchestration of human and technology touchpoints through multiple dynamic and choice-based scenarios.
Copyright (c) 2023 Priyank Sagar, Ravi Mahamuni, Vasundhara Agrawal, Shirish Darak, Vijaya Jori, Sandeep Athavale https://creativecommons.org/licenses/by-nc/4.0/
Co-design as a public service to support social innovations in city making
This paper discusses the conditions and some possible ways in which co-design can be regarded as a public service offered by public administrations to city dwellers and organizations to foster social innovation in city making projects. It starts by discussing the theoretical and operational entanglement of public services, co-design and place making, in order to understand the background that generates the research question on the opportunity to consider co-design as a public service and set up the conditions for it to be so. Then, the paper presents a case study of a co-design process developed for the city of Reggio Emilia by the authors, to support a huge urban transformation project, and discusses against the context of the advanced participatory policy of the city. Finally, it proposes the conceptualization of ‘permanent vs transient’ public services of co-design and discusses their similarities and differences, to open the debate for further research
Copyright (c) 2023 Daniela Selloni, Anna Meroni, Marta Corubolo https://creativecommons.org/licenses/by-nc/4.0/
Local resilience through Design: a theoretical framework for territorial regeneration.
The technological revolution and the current desire to reconnect with the land provide opportunities to design innovative relationships between citizens and communities for the development of regenerative activities and practices that lead to the creation of common welfare. The rural context is inclined to design strategies that involve significant changes in lifestyle by intervening in various fields with practices and activities aimed at territorial regeneration. Through different approaches, value and trust are created to co-design possible futures and transitional pathways to them. The aim of the paper is to propose a theoretical framework that considers the methodologies and activities typical of design discipline, creating guidelines for the application of innovative processes, with the intention of regenerating a place undergoing social abandonment and environmental deterioration.
Copyright (c) 2023 Stefania Palmieri, Mario Bisson, Alessandro Ianniello, Riccardo Palomba, Luca Botta https://creativecommons.org/licenses/by-nc/4.0/
Service design as a practice of freedom in collaborative cultural producers
Service design is strongly linked to practices that maintain workers' dependency on management. Social movements in Brazil eschew hierarchical management, instead seeking self-management based on solidarity, equality, and democracy. In recent years, social movements appropriated digital infrastructures to design and deliver collaborative services. This paper hypothesizes that this could be considered designing services as a practice of freedom. The hypothesis is explored through a descriptive study of the self-management practices of a particular collective associated with the Brazilian Digital Culture movement.
Copyright (c) 2023 Isabela Luiza Molin de Siqueira, Frederick M. C. van Amstel https://creativecommons.org/licenses/by-nc/4.0/
An overview of Service Design education in Latin America
Despite services being the largest component of the world economy, their importance may still not be recognized in regions such as Latin America. Therefore, this contribution presents exploratory research informed by the steps of a systematic literature review to collect, organise, and analyse educational offerings in Service Design, including graduate and specialisation levels, thematic areas, and specific courses offered under these programs in Latin America. The research results reveal that only eleven institutions ranked as the best in Latin America have Service Design offerings at the aforementioned levels. The findings indicate a lack of educational offerings in Service Design in Latin America.
Copyright (c) 2023 Matheus Pereira Ferreira Ventura, Carla Martins Cipolla https://creativecommons.org/licenses/by-nc/4.0/
Local Particularities in Regional Social Innovation: A Case Study of Rural Stay Program in Mungyeong, South Korea
Rural decline threatens sustainable development, leading to lower life quality and environmental degradation. To revitalize regional areas and address youth unemployment problems, the Korean government established a Youth Village program to attract young people to rural towns and set up new businesses. A rural town, Mungyeong, was chosen as a case study to investigate its rural stay program, motivations, and outcomes. Based on the report review and preliminary interview with the program organizer, we identify the program’s strengths, weaknesses, and critical success factors. The issues are then examined through a cultural lens to identify cultural and regional differences that may act as enablers or barriers to social innovation. The paper contributes an in-depth understanding of local challenges to develop an appropriate social innovation strategy. We anticipate that Mungyeong’s lessons will apply to other regional social innovation projects.
Copyright (c) 2023 Punyotai Thamjamrassri, Hoyong Kang, Yong-Ki Lee https://creativecommons.org/licenses/by-nc/4.0/
Adopting a co-design approach to foster collaborative capacity and reflexivity in Social Prescribing. A Service Ecosystem Design perspective
The article aims to explore potential areas of intervention by Service Design to enhance the non-clinical intervention called Social Prescribing (SP). We propose the example of two co-design workshops delivered as training modules for a pilot study in Portugal and in Italy for young people defined as NEETs (Not in Education, Employment or Training) informed by a previous case study research based in the UK where SP is established. We would like to discuss the “collaborative capacity” role that design can play as it will support the future emergence of co-creative activities in the ecosystem generated by Social Prescribing. This paper is the first step of the exploration of the relevance of the contribution of novel conceptual frameworks evolving from Service Ecosystem Design. This paper is part of a still ongoing research and we are discussing emerging questions that will guide further explorations on the topic, both theoretically and empirically.
Copyright (c) 2023 Isabel Farina, Daniela Sangiorgi, Marcello Bertotti, Emanuele Torri, Sonia Dias, Maria J. Marques, Regina Alves https://creativecommons.org/licenses/by-nc/4.0/
A Study of Product Service System for Product Family Based on Extension Design
This paper, from the perspective of extension design, investigates the product family architecture composed of demand domain, functional domain, technology domain, and physical domain and establishes a product service system, which is centered on the product family development platform, based on the extension innovation method. The basic-element logic language and method of extension design is employed to analyze the characteristics of product family design including generalization, parameterization, modularization, and intelligence. In this paper, the product family design platform, including four models and three resource libraries, is developed through the formalized and modeled basic-element representation, configuration of modular elements, and intelligent generation path. Combined with artificial intelligence technology, this research constructs a smart product service system framework oriented towards product family design and proposes an extension design generation system.
Copyright (c) 2023 Tao Chen, Ding-Bang LUH, Xing-Sen Li https://creativecommons.org/licenses/by-nc/4.0/
Democratizing Ideation: A Critical Need for Business Innovation
Businesses constantly need novel ideas to sustain and grow. Ideation techniques often rely on human skills. It is difficult for untrained participants to be creative and arrive at high-quality ideas in quantity. Service design aids businesses to enhance their product and service offerings. Ideation processes in service design and business context need special attention considering the variety of stakeholders involved and their limited familiarity with creative techniques. We aim to make ideation more democratic and accessible to business stakeholders with a focus on quantity as well as quality. Using action research and research-through-design methods, we explored several approaches to enable collaborative ideation. We did this by leveraging creative techniques to enhance participants’ abilities to ideate effectively across design workshops. We discuss key takeaways and challenges from our experience, pointing towards looking at ideation as a lifecycle and the need to integrate service design sensitivity to ideation.
Copyright (c) 2023 Sylvan Lobo, Bhaskarjyoti Das, Ravi Mahamuni https://creativecommons.org/licenses/by-nc/4.0/
Designing a sustainable collaborative food service for entrepreneurs in a university environment
This paper aims to describe the service design of a collaborative entrepreneurship in a university environment that seeks to improve the local food in line with sustainability concepts. Design Science Research was adopted as a research method and generated an artifact, a collaborative business service of sustainable gastronomic products. This method adopted a three-cycle structure: relevance, design and rigor. To support the construction of the artifact, service design and codesign approaches were considered. The result of this process includes carrying out activities with an interdisciplinary team of researchers, as well as the participation of entrepreneurs in codesign workshops. The solution is a service implemented for collaborative entrepreneurship for university students who work under the concepts of sustainable gastronomy. The results can promote insights in new service proposals that foster the entrepreneurship of sustainable gastronomy in academic environments and help in the qualification of students as entrepreneurs.
Copyright (c) 2023 Larissa Farias, Carol Soares, Ivan Bursztyn, Carla Cipolla https://creativecommons.org/licenses/by-nc/4.0/
The Prototyping Service Experience as a Tool of Empathy and Research: from Finland to Chile
This article shows the journey of exploring a Finnish service prototyping laboratory with the purpose to create a similar environment in Chile with an emphasis on empathy. Service prototyping is one of the important stages of the service design process where all ideas converge and make visible the opportunities to improve services. Making ´the ideas visible´ happens through building collaborative mockups to shape and test possible solutions or service journeys. In Chile, service design is not widely developed and the prototyping stage is more common for the development of products than services. The article dive into the question ´How service prototyping can bring empathy and enhance research based on collaborative practice to improve people's experiences?´ The main conclusions highlight the characteristics of service prototyping as a key moment to incorporate empathy in the research stages to visualize the opportunities to improve services, results and user experience.
Copyright (c) 2023 Mariluz Soto, Satu Miettinen, Mira Alhonsuo https://creativecommons.org/licenses/by-nc/4.0/
Collaborative Fashion Consumption: Second-hand PSSs as agent of change
The second-hand market has been in the spotlight when it comes to circular and collaborative fashion studies. Resale service dynamics and designs have been reinvented over time, currently influenced by consumer demands and their new ways of thinking about the fashion industry. Within this context, this paper aims to draw an up-to-date mapping of current second-hand practices in the fashion sector in the Brazilian context. Through a proposed model - an interpretative framework for PSSs in fashion second-hand market - three different clusters (thrift shops, digital marketplaces, and virtual social communities) were identified, mapped and analysed, representing three different approaches to the servitisation of the sector by establishing variable relations and connections between the ecosystem actors: territories, communities and companies.
Copyright (c) 2023 Gabriela Fabro Cardoso, Alessandra Spagnoli https://creativecommons.org/licenses/by-nc/4.0/
Differences and similarities between service design and UX design: a proposal
This article aims to review service design (SD) and UX design (UXD) with the intention of proposing a delineation of the differences and similarities between service design and user experience design. The focus of this proposal is to emphasize service design as a field of knowledge and to enable future explorations of UXD contributions to SD and not the other way around. The specific purposes are: 1) differentiate the particularities of service design; 2) differentiate the particularities of the UX design; 3) list points of convergence between service design and UXD; mitigate terminological ambiguities. It is expected to find in the literature eminent ideas that allow us to imagine models of macro structures aiming to produce a comparative framework between different approaches when it comes to practice in SD and UXD.
Copyright (c) 2023 Diogo Camillo https://creativecommons.org/licenses/by-nc/4.0/
Multistakeholder Service Design Framework for Design of Patient Care Pathways - A case of joint management of pain patients in the health, labour and welfare services in Norway
Offering pain management services is a cohesive effort involving several stakeholders such as health, labour and welfare services. Globally, efforts are being made to develop streamlined patient care pathways, but there remains a specific need to improve and build the health care delivery services, for pain prevention, assessment, treatment, management, and follow-up. This raises the need for customised service design frameworks that provide guidance to both designers and healthcare providers in systematically involving multiple stakeholders to design patient-centered health care pathways. This paper presents a human-centered design case of service design for joint management of pain patients in the health, labour, and welfare services in Norway. This paper contributes directly to both the service design literature and health practice by proposing a multistakeholder service design framework. Paper also highlights strategic challenges and proposed solutions in the ongoing efforts in planning new national patient care pathways
Copyright (c) 2023 Ashis Jalote-Parmar, Dag Takuro Hara, Ida Guldbrandsøy, Astrid Woodhouse, Karen Walseth Hara https://creativecommons.org/licenses/by-nc/4.0/
A user experience analysis for senior citizens on mobile shopping service: case study of big three companies of South Korea
This research is a case study on user experience analysis for senior citizens on mobile shopping services, focusing on the big three companies of South Korea. The research aims to broaden the view of service designers in creating inclusive design for senior citizens globally, by conducting user experience analysis for all generations, including senior citizens. The study consists of literary research, heuristic evaluation based on user experience design principles, and user interview for a deeper and on-site understanding of senior citizens’ user experience. The results suggest key considerations for the user experience design of senior citizens and common challenges faced by the user group.
Copyright (c) 2023 Wonyoung Lee, Hyemin Lee, Chaemoon Yoo, Daeun Kim, Younghwan Pan https://creativecommons.org/licenses/by-nc/4.0/
Challenges and opportunities for service design[ers] in Vietnam: the Ho Chi Min City’s public healthcare context
In the last decade, service design has been promoted globally as an approach to creating efficient and meaningful experiences for customers, users, and citizens. However, in some regions, its practices are incipient. This study listened to design practitioners in Ho Chi Minh City, the largest Vietnamese metropolis, to unveil issues and opportunities for service design in the public sector, mainly healthcare services. The practitioners’ lenses helped to identify various HCMC citizens’ pain points to accessing public [healthcare] organizations. It also describes obstacles professionals face collaborating with government bodies to propose a change via service design. Although the local designers suggested potential approaches to improve the service offering in public and private sectors, they mostly lack opportunities to develop expertise in service design.
Copyright (c) 2023 Renato Antonio Bertão, Thai Nguyen Dac https://creativecommons.org/licenses/by-nc/4.0/
Peeling Back the Layers: Prototyping Systemic Transformation through the Circular Food Innovation Lab
Wasted food — the result of a linear pattern of producing, under-consuming and disposing of food — is a pervasive issue globally and in Canada. Wasted food is a complex challenge, meaning it is characterized by unpredictability, ambiguity, and many actors. The current climate crisis, food insecurity, economic disparity and housing inequality all intersect with this challenge. If we are to tackle these increasingly complex issues in social and public sectors, we need to work together in new and emergent ways. The Circular Food Innovation Lab was a unique research initiative that drew together municipal government, interdisciplinary designers and regional food businesses – grocers, food producers, distributors, restaurants and vendors – to tackle these complex challenges through systemic and service design methodologies, asking “how might we work together to increase circularity in Vancouver’s food system so that food is not lost or wasted; access to food is nourishing, equitable, and culturally appropriate; and habitats are protected for current and future generations of humans and more-than-humans?”
Copyright (c) 2023 Lily Raphael, Marcia Higuchi, Laura Kozak, Erin Nichols https://creativecommons.org/licenses/by-nc/4.0/
Design opportunities in sustainable food services: B Corp parameters for restaurants
Based upon a literature review on food system sustainability notions related to food systems, this paper presents connections and overlaps between B Corp guidelines and a basic structure of food design, focusing on the practical implications of a restaurant certification process. The study interprets critical aspects of the food system in the restaurant industry and looks towards the multiple necessary service design project constraints, implications, and opportunities within the sustainable food systems, an immediate and relevant intersecting subject.
Copyright (c) 2023 Ellen Gonzalez, Manuela Quaresma https://creativecommons.org/licenses/by-nc/4.0/
Amplifying the politics in Service Design
Witnessing the speed of growth and reach in demand for service design (SD) confronts us to ask what neoliberal forces are behind this acceleration? Are services, systems and structures really improving at this velocity, and what are we eroding and ignoring in turn? Pausing to ask about the direction and effect of change is critical to recognising SD’s implication in the status quo. This paper presents a methodology of noticing precedents that are quotidian and dystopian to show how dominant logics of SD are commodifying social practices of relating and organising. By slowing down to attend, listen and reflect, our approaches reveal existing rituals, values, nuances and commitments that teach us what an apolitical SD fails to see. We contribute a methodology for amplifying the political in SD, arguing for an ethical path of resistance and reorientation to support ethical, transformative, self-determined practices of design, education and research.
Copyright (c) 2023 Yoko Akama, Ann Light, Shana Agid https://creativecommons.org/licenses/by-nc/4.0/
Exploring patient-centeredness ecosystems: a collaborative approach to expand the service design horizon
The healthcare sector is one of the areas in which service design can make an important contribution. This paper presents the ongoing results of joint research between Politecnico di Milano and Northeastern University, which aims to investigate patient-centered solutions and processes through a systemic perspective. In particular, the article proposes a study on the definitional evolution of the term patient-centeredness and a methodological approach to investigate patient-centricity through different levels that include solutions, the system of actors involved, and the role of patients. 6 exemplary cases from Italy and the USA are introduced to convey the complexity of the solutions and the related system, as well as the similarities and differences between the two contexts. The paper concludes by outlining the subsequent developments of the research, together with the criticalities that emerged, contributing to the ongoing debate on the transformative role of service design in complex service systems.
Copyright (c) 2023 Stefano Maffei, Massimo Bianchini, Beatrice Villari, Estefania Ciliotta Chehade, Uri Seitz, Michael Arnold Mages, Miso Kim, Paolo Ciuccarelli https://creativecommons.org/licenses/by-nc/4.0/
The Context of Addressing Power Dynamics in Service Design
To support transformative aims, scholars highlight a crucial need for increased attention to power dynamics in service design (SD). Current literature emphasizes the need for individual service designers to build reflexivity around power without much consideration for their surrounding context. This narrow focus may inadvertently reinforce existing power dynamics while using service designers as scapegoats for the persistent problem. Drawing from ecological theories in psychology, this article provides a framework for understanding the contextual factors that contribute to the lack of reflexivity around power dynamics among service designers. Based on our own experiences and a review of SD literature, we used this framework to identify domains of contextual factors that inhibit service designers to address power dynamics in practice. By proposing a systemic framework and identifying related contextual factors, this study helps to provide grounding for future research and action within the service design community regarding the structural changes needed to address power dynamics.
Copyright (c) 2023 Audun Formo Hay, Josina Vink, Mari Suoheimo https://creativecommons.org/licenses/by-nc/4.0/
When service design meets social impact: Process and mindset used to contribute to the public policy to reduce the overpopulation in Brazil’s Prison
Brazil has the third largest prison population in the world, 682,100 people, and this number is growing faster than the global average (Programa Fazendo Justiça, 2022). In this scenario, the Fazendo Justiça Program has its relevance compromised with the United Nations Agenda 2030 to promote peaceful and inclusive societies for sustainable development, providing access to justice for all and building effective, accountable and inclusive institutions at all levels. The program has 28 actions that unfold into various initiatives. The focus will be on one of the projects: The implementation of the new module of Alternative sentences and Measures to imprisonment in the Unified Electronic Execution System (SEEU). Through service design lens and people-centered approach, the new module gains more human perspective, a product roadmap based on real needs and contributes to systematised data production on how these measures are being executed, promoting value and guidance to public policy. This paper describes the steps undertaken during the design process to support the launch of the module's first version.
Copyright (c) 2023 Renata Martinez, Jessika Lima, Leandro Celes https://creativecommons.org/licenses/by-nc/4.0/
How Service Design can contribute in the Lifecycle of Online Communities: the Development of the Chinese Service Design Community
Due to technological advances and epidemics, online communities are rapidly growing. Online community development is concerned with the diversity of members, the complexity of networks, and their participation in activities. Many scholars have discussed this topic from the perspective of management, information science, sociology, and psychology; however, little attention has been paid to service design and how co-design can be employed. This study examines the Chinese Service Design Community (CSDC), a community that exists online in China, and employs participatory action research as a methodology. This paper describes how service design and co-design activities contribute to community development by combining the online communities' lifecycle presented by Iriberri and Leroy with the development of CSDC. In addition, it discusses the different tools used in co-design and the important role that co-design activities perform in the ‘Maturity’ stage to avoid entering the ‘Death’ stage (Iriberri & Leroy, 2009).
Copyright (c) 2023 Chenfan Zhang, Daniela Selloni, Valentina Auricchio https://creativecommons.org/licenses/by-nc/4.0/
Meaningful Work Canvas: a visual tool for service designers
While "empathy" is a usual reference in design discourses and methodologies on design, the main focus may be how designers can increase their sensibility to the demands of the clients or users on future service provisions. Nonetheless, the consideration of the voices and presence of workers constitute a pressing demand for service design theory and practices, still almost neglected in the field. This paper presents the Meanignful Work Canvas, a visual tool developed to help designers create from scratch services that facilitate providers to pursue work meaningfulness. It blends characteristics from Job Design and Job Crafting literature. The two first authors conducted workshops with a post-graduate class to codesign the tool with the students. The paper presents a service created by a student from this class, the third author, to illustrate how the Meaningful Work Canvas works. Besides creating worker-centric services, the tool was able to identify some patterns regarding how workers perceive their jobs and to educate the students at the workshop on what influences meaningful work. Meaningful Work Canvas represents an initiative to fill the gap in Service Design literature about creating services centred on workers.
Copyright (c) 2023 Gustavo Barreto, Carla Cipolla, Nathalia C. C. Cristino https://creativecommons.org/licenses/by-nc/4.0/
In contemporary society, the service has taken up more and more space and, although part of its value is still linked to productive work, it is already possible to see that the field of non-productive and reproductive work begins to absorb a significant part of the social workforce. This process has generated, on the one hand, a demand for professionals able to design good services and, on the other hand, the precariousness of the work of service providers. This article aims to present a reflection on the relationship between these two categories of professionals: those who design and those who execute the service, both working class specimens, but different in their interests and working conditions. Thus, this work brings provocations that can be condensed into a single question: What is the role of the Service Designer in the face of the precariousness of the work of service providers?
Copyright (c) 2023 Bruno Santos https://creativecommons.org/licenses/by-nc/4.0/
Providing IT services for enterprises through the adoption of Information and communication technologies (ICT) in restricted environments: A Participatory Design process to refine the ‘Telework for people in prisons’ program in Colombia
Since 2015, Colombia has been pioneering technology education in prisons by providing Telework certifications and bringing ICT access to prisoners in civil and military prisons. The goal of this program is for convicts to provide IT services to enterprises as part of their resocialization process. Although this program presented clear benefits for the prisoner’s resocialization process, implementing this initiative as a service was challenging due to several restrictions from the context and the grey areas in the related regulations that the prison ecosystem presented. In 2017, two years after the first phase of the program was deployed, the Ministry of Colombian Information and Communication Technologies (ICT), decided to perform a Participatory Design Process to analyze the program status, flaws, and opportunities for refinement so that it could be adjusted to enhance the prisoners’ resocialization process. This paper describes how the Participatory Design Process was carried out, as well as the lessons learned from the social, academic, and regulatory perspectives.
Copyright (c) 2023 Luz Alba Gallo https://creativecommons.org/licenses/by-nc/4.0/
Proposing organisational usability as an enabler of organisational service design maturity
This reflective paper proposes a research agenda that investigates and questions how and if we need to assess the service design tools and their usability in the context of organisations’ design maturity. Maps and tool in the service design toolbox are perceived as straightforward by some organisations, however for organisations with low service design maturity such tools can pose challenges in how to utilise and leverage their potential. As a direction for future studies, this research agenda sheds light on how common service design tools are affected by organisational usability and maturity.
Copyright (c) 2023 Lene Nielsen, Olivia Harre, Jose Abdelnour-Nocera, Christina Li https://creativecommons.org/licenses/by-nc/4.0/
Reframing services and processes in architectural design
Contemporary complexities demand a different approach on how design activities should be practised, theorised and taught. However, most of the architectural creation processes remain based on the disciplinary rational and intellectual knowledge and techniques, where architects prescribe solutions for people and spaces. This article suggests design procedures to agency a redefinition in the field of Architecture with a rhizomatic alliance with Service Design. Literature review shows the matter of space lacks extensive research in Service Design whereas architectural professional practices with traditional disciplinary tools are no longer sufficient to properly respond to contemporary challenges. Interdisciplinary entanglements are explored and open a path for more active, open, collaborative and emphatic design practices, able to benefit both fields and possibly reframe their services and practices.
Copyright (c) 2023 Mariane Garcia Unanue https://creativecommons.org/licenses/by-nc/4.0/
Unmaking the user journey. Fostering alternative Service Design futures
This paper bridges the discussion on a more ethical Service Design practice with the one on Dominant Design. It points out the neo-liberalist and late-capitalist roots of Service Design, which are often a barrier to envisioning ways for the discipline to be more inclusive and sustainable. A closer analysis of the user journey, the backbone of Service Design practice, highlights its critical structural issues and how it informs potentially harmful processes and outcomes. The exclusive focus on user and human-centredness prevents service designers from embracing an ecosystem, plural and antihegemonic practice.
Copyright (c) 2023 Stefano Maffei, Chiara Del Gaudio https://creativecommons.org/licenses/by-nc/4.0/
Exploring service design from the grass-roots level of a governments’ public ecosystem: The case of J province
The modernization of the national governance system and governance capacity is one of the major strategies of national development. Service design is contributing its unique role and value to promoting the modernization of the government service system and improving the efficiency of national governance, but the current research is still relatively insufficient. This paper is a preliminary discussion on the application of service design to promote the construction and development of the grass-roots government's sustainable convenience service ecosystem, based on a public service project of administrative examination and approval we did in a town government in J Province in 2021. We hope this paper will serve as a reference for relevant practice and research.
Copyright (c) 2023 Bojun Hou, Xin Wang https://creativecommons.org/licenses/by-nc/4.0/
Situated knowledges in action. The Nolo Situated Vocabulary
Sometimes the context in which we design urges us to question and rethink the work we do from a slightly different perspective. When working in Participatory Design (PD) processes, we do not necessarily question the hermeneutic paradigm we use nor focus on the idea of knowledge we engage with. This is certainly the case of this project, a neighbourhood Situated Vocabulary where the context literally urged us to rethink our approach to PD with the aim of mitigating social polarisations by embracing the perspective of marginalized (human and more-than-human) actors. To do so, we are compelled to address the epistemological issue with an idea of “situated knowledge” (Haraway, 1988) able to embrace relationality and go beyond the dichotomies subject-object, man-nature. The following experimental paper is a reflection on this ongoing process: exploring how to engage with a situated idea of knowledge in a PD design project on a neighbourhood scale.
Copyright (c) 2023 Virginia Tassinari, Francesco Vergani, Ambra Borin https://creativecommons.org/licenses/by-nc/4.0/
A study of Chinese residents participating in design for sustainability in the context of carbon neutrality
This paper combs the development history and current situation of Design for Sustainability (DFS), and discusses the role of DFS in social transformation. The author studies the methods and tools of DFS and their achievements in different fields. The research shows that DFS can provide effective solutions in different fields. In the article, the author finds that the DFS policy will be different in different contexts, so the author puts forward the DFS method in the Chinese social context. Under the severe theme of climate change, the research is focused on the issue of carbon emissions. Using the DFS method in the context of Chinese society, the author takes the design of sustainable service system for kitchen waste recycling as a case, and tries to introduce the DFS method into the problem of reducing carbon emissions.
Copyright (c) 2023 Chang Xiong, Sang Guangliang https://creativecommons.org/licenses/by-nc/4.0/
The social landscape of Service Design. Exploring the entanglements of the Service Design community on Twitter through social network analysis
Service Design is not only a discipline, a profession, and a field of research but also a community of actors (professionals, researchers, organizations, institutions) working on service design practice and research, locally rooted but often globally connected. With Service Design we design the intangible, the behaviors, and the flows among actors, but still, we rarely look at how these also are part of Service Design. How are the actors of the Service Design community entangled among each other? In our study, we focused on Twitter as a proxy environment for analyzing the connections between Service Design actors, adopting Social Network Analysis and networks as the perspective for understanding complexity and complex systems. In this article, we explore the Service Design actors on Twitter in terms of communities identified, general statistics, centrality measurements, the evolution over time and the geographical location of actors.
Copyright (c) 2023 Massimo Menichinelli, Amalia de Götzen, Nicola Morelli, Luca Simeone https://creativecommons.org/licenses/by-nc/4.0/
EQUID-DEM: Empowering brand experience design with ergonomics
Ergonomics and brand experience design (DEM for its acronym in Spanish “Diseño de Experiencia de Marca”) are two theoretical and practical approaches that share a central element: the human being. Under this statement, this article presents how it is possible to enhance the DEM service through the structured incorporation of ergonomics thanks to the Ergonomics Quality in Design (EQUID) model. The EQUID-DEM tool is proposed as an alternative to enhance the inclusion of internal and external users in the DEM service. This proposal is especially useful for micro, small and medium-sized enterprises (MSMEs), since it enables a structured and effective process that is often only carried out in companies with many resources allocated to the development of the marketing area.
Copyright (c) 2023 Aydée Ospina-Nigrinis, Laura Valentina Niño-Fandiño, Laura Nathalia Ávila-Hernández, Karen Lange-Morales https://creativecommons.org/licenses/by-nc/4.0/
Banana fiber and its potential for socially sustainable innovation through design
Which key questions should design be addressing in a context of rapid environmental degradation and social inequality? Prompted by this question, the present article investigates reflective practice (Schön, 1983) and its potential for socially sustainable innovation when applied to an experience with a banana-fiber craftworker located in Brazil's southern region, in a town known for its tourist industry. Our reflections here are based on a literature review and fieldwork visits to focus on aspects arising from qualitative, participant-observational, dialogic research. Further research questions are posed in terms of exploring the socially sustainable characteristics of a product-development approach to this natural fiber and related craftwork in Brazil, aligned with empowerment-driven design practices to generate new products and services with higher levels of socially sustainable potential.
Copyright (c) 2023 Beatriz Futlik Mariani, Cyntia Santos Malaguti de Sousa https://creativecommons.org/licenses/by-nc/4.0/
Des ( · ) Teta: Healing ritual for women in the process of breast implant removal
In 2011, the Poly Implant Prothese breast implant scandal broke out worldwide. Since then, legal firms have represented affected women, collectively suing TÜV-Rheinland, who certified the quality of PIPs for nearly ten years. However, it is estimated that around 24% of these women cannot remove the implants. On top of this, women have suffered various repercussions. Many have created coping mechanisms to deal with these situations. We introduce Des(·)Teta, a new service that focuses on healing rituals for women during breast implant removal. A non-profit organization delivers the service that offers discounts on the explant surgery and recovery process besides the healing ritual. Des(·)Teta highlights the importance of resignifying a traumatic experience. This resignification is embedded by a stamp of the capsule created by the body to protect it. This stamp is a symbol of a new beginning for women.
Copyright (c) 2023 Lina Samper-Santamaria, Santiago De Francisco Vela https://creativecommons.org/licenses/by-nc/4.0/
Implementation of design tools for relational thinking in design for social innovation - a pluralistic perspective from Weitou Village’s oyster reef restoration project
When faced with an increasingly complex environmental crisis, the topic of an ontological transition from the current dualistic-driven ontology to a relational one is gaining importance in multidisciplinary discussions. Modern design has been considered as an essential part of the responsibility for the current crisis, and transformation is imminent (Fry, T., 2019; Fry, T., & Tlostanova, M., 2020). Moreover, a key research direction is emerging: to open up design ontology discussions by incorporating pluralistic cultural perspectives. Service design has grown dramatically in China in recent years (ArtTech innozone&CSDC,2020). On one hand, its development has included many Western-centered design paradigms and methods to establish disciplinary standards. On the other hand, Chinese service designers have gradually begun to reflect on their cultural roots and the complexities of the domestic situation, ultimately developing localized solutions. In 2022, Upbeing and Chinese Service Design Community (CSDC) organized a summer school in Quanzhou, Fujian Province with four tailor-made themes according to the local context. And they hope to use those themes to explore localized transformation and adaptive design development to achieve social innovation amidst China’s diverse geography.
Copyright (c) 2023 Jixiang Jiang, Yizao Wu, Shu Zhang https://creativecommons.org/licenses/by-nc/4.0/
Designing for Logic Hybridity in New Service Development: A Case of the Estonian Youth Mental Health Systems
Amid the shift to embrace systems thinking within service design, there is often a tendency to reduce many coexisting systems into one. This paper builds on recent literature that calls for a more mindful approach to working with plurality amid and between systems in service design. Using a research through design approach in the context of Estonia youth mental health systems, this paper presents a framework for holding onto the tensions that arise between multiple logics in new service development and maintaining logic hybridity in the service design process. By exploring how such a framework informs service design decisions and its implications, this research offers inspiration for thoughtfully negotiating plurality in practice.
Copyright (c) 2023 Eva Liisa Kubinyi, Meghan Lazier, Maarja Mõtus, Josina Vink https://creativecommons.org/licenses/by-nc/4.0/
Community-Based Design Thinking: A Moment or a Movement?
This paper assesses the value and limitations of a two-year community-engaged design thinking initiative across one county in the southeast United States. Initiative goals were to foster the design of more inclusive and holistic public health community-based services with underserved communities, institutionalize and socialize community-based design within a public health framework, and build organizational and individual capacities. Findings indicate the acquired design thinking processes transformed mental models, fostered new relationships, and built skills. Findings surfaced challenges related to grant and time constraints as well as organizational differences. Recommendations for service design practitioners and researchers seeking equity-centered, community-first practices are noted, including a commitment to emergent codesign practices, frequent and iterative prototyping, intentional cross-learning, and long-term transitionary resourcing and oversight.
Copyright (c) 2023 Danielle Lake, Phillip Motley, Kathleen Flannery, Tracey Thurnes, Audrey Mangili https://creativecommons.org/licenses/by-nc/4.0/
Designing for informal co-production in mental healthcare: an innovative psychiatry program and the strategies from a territorial lab
This paper reflects on the process of co-producing mental health with informal actors, patients, health and social providers. In particular, this research examines the potential of territorial laboratories as places of experimentation for co-producing services for recovery. The Case study examined is the Brescia Recovery Co-Lab in Italy, developed with the aim to facilitate territorial experimentation of co-produced mental health and wellbeing services and initiatives with users, family members, local actors and service providers at the community level. Through a thematic analysis of the interviews, five main factors emerged that influence the co-production of mental health with informal resources: Time, Value, Participation, Co-design and Scale. The core of these factors concerns the experimentation with practices outside the traditional organisational logics typical of territorial laboratories, structures that favour dynamic co-production in mental health.
Copyright (c) 2023 Federico De Luca, Daniela Sangiorgi https://creativecommons.org/licenses/by-nc/4.0/
Service Design for a systemic and dynamic understanding on well-being
As the world has become more interconnected and complex, there is an increasing awareness of the importance of considering well-being collectively. This paper aims to explore how service design can contribute to the shift from an individual well-being perspective to a more systemic and dynamic understanding. The authors first conducted literature reviews about three key well-being constructs: resource-challenges equilibrium (individual well-being), balanced centricity in value networks (network well-being), and actor ecosystems (community well-being). Using these constructs as lenses, the authors have then selected three service design interventions to describe service design approaches and contributions at different well-being levels. Finally, the authors suggested developing a holistic and integrated service design approach to link individuals with network and community well-being for a growing service ecosystem.
Copyright (c) 2023 Xiaolin Shen, Daniela Sangiorgi https://creativecommons.org/licenses/by-nc/4.0/
Creativity, value cocreation and reflexivity: how functional and cooperative economy’s approach enhances service design performance
Service design is a pivotal component of innovation, which intersects resources, people, and processes in its practices. It has provided valuable improvement to companies' business but has also delivered some divergences because some business models are only sometimes aligned with the company's service. Functional and Cooperative Economy (FCE) is an economic model in which its approach can offer service design a new frame for action-oriented activity, promoting spaces to explore creativity, value cocreation and reflexivity. Creativity helps people materialize ideas to create new goods or services. Value cocreation is a dialogic process to create shared value, reinforcing collective resources. Moreover, reflexivity allows people to modify their thoughts, feelings and actions based on their experiences. In the spirit of the innovation service, we address these three dimensions by linking an economic benchmark and promoting an enhanced service design through personal and professional development in the face of work experiences.
Copyright (c) 2023 Clayton Costa, Amanda Xavier https://creativecommons.org/licenses/by-nc/4.0/
Building a shared relational identity: shifting notions of self in designing social innovation
While designing social innovation (DSI) is increasingly considering the role and value of relationships, little attention is placed on the complexity of relationality and the specific, situated dynamics of dealing with relational entanglements. In particular, as design’s ontological background comes into question, the designers’ identity and the processes of collective and personal transformation that characterise DSI need further consideration. This paper reports the outcomes of an exploratory qualitative study aiming at examining relational approaches to DSI pertaining to the construction of a collective sense of self. It provides insights into how practitioners interact and how they construct and nurture shared relational identities, concluding with suggestions for future DSI work based on these perspectives.
Copyright (c) 2023 Viola Petrella, Joyce Yee https://creativecommons.org/licenses/by-nc/4.0/
What is the value of using a non-accessible service for users with disabilities?
The subject of accessibility has been gaining prominence and space in the academic literature in recent years, with the advance of technology. However, there is still little discussion about the challenges designers face in applying accessibility to digital interfaces in a dynamic environment, such as the job market, and the impact this has on the accessibility of the interface and the service provided. This paper aims to bring a discussion and reflection about how the process of applying accessibility in interfaces happens inside organizations and how designers deal with the subject – raising questions regarding the value in use of the service delivered to users with disabilities. For this, a literature review was carried out, in which it was possible to identify that most digital interfaces are still not accessible for the final customer with disabilities, making the value of use questionable.
Copyright (c) 2023 Nayara Sardella, Manuela Quaresma https://creativecommons.org/licenses/by-nc/4.0/
The Design as intragroup conflict mediator
Service Design presents new challenges in its practice as we widen the complexity of its activity scope. Among the many issues to be dealt with, complexity may be associated to carrying out multidisciplinary workgroups, where people from different areas of a company, social group leaders, specialists with specific knowledge, all have a say during the group process by applying their technical skills and distinct viewpoints to solve a problem. The dialectics that happen in such work debates generate conflict situations, which can be interesting creative drivers, thus requiring the designer to uphold a specific expertise to mediate them. This article proposes a course of action to mediate intragroup conflict in Service Design projects, supported by knowledge from the fields of Group Psychology and Topological Psychology.
Copyright (c) 2023 Gilberto Mendes, Rita Couto, Apparecida Mamede-Neves, Celso Wilmer https://creativecommons.org/licenses/by-nc/4.0/
A conceptual framework of roadmapping for digital service systems in smart cities
Smart cities have gained attention recently as a means of addressing the complex and diverse urban problems. Smart city initiatives are regarded as a systematic transformation to a sustainable city through the design and implementation of a digital service system (DSS) that offers functionality to citizens through the holistic integration of digital technology, urban assets, and physical products. However, DSS implementation often conflicts with current social norms and customs owing to the lack of consideration of the social and human aspects of the target city. This study developed a conceptual framework for the strategic design and implementation of DSS in smart cities. Specifically, technology roadmapping (TRM) is adopted as a core technique. This study suggests DSS roadmapping framework that modified TRM to enable strategic planning of DSS through expressing the interaction between technology and social aspect based on the requirements to be considered in its design and implementation.
Copyright (c) 2023 Yuya Mitake, Fumiya Akasaka, Kentaro Watanabe https://creativecommons.org/licenses/by-nc/4.0/
Expanding long-term thinking through life-centred design
In this exploratory paper, we draw from a series of participatory design experiments to reflect on the impact of life-centred design approaches on long-term thinking. We conceptualise long-term thinking according to three components: 1) Thinking through diverse perspectives, 2) enhancing futures imagination, and 3) challenging anticipatory assumptions. Long-term thinking is increasingly recognised as invaluable in urban regeneration projects, however, to date, knowledge on how to nurture long-term thinking remains sparse.
Copyright (c) 2023 Hadas Zohar, Rike Neuhoff https://creativecommons.org/licenses/by-nc/4.0/
Citizens’ wishes and issues for urban mobility services of Rio de Janeiro
Smart cities have been the target for the development of several technologies, notably in the field of urban mobility. However, issues related to citizens' commuting need to be addressed beyond technology but focusing on the population and the context in which they live. This paper aims to discuss citizens' wishes and issues for the city of Rio de Janeiro to think about how we can achieve the so-desired smart city. From design workshop sessions with citizens, we intended to understand, through a dynamic in thinking about wishes for a short- and long-term future, which solutions we can give for the future of urban mobility considering their particularities. Several points were raised regarding governance, infrastructure, safety and security, and transportation modes, as well as technologies that could benefit citizens. The results may contribute to developing innovative service design proposals for urban mobility suitable for city contexts similar to the city studied.
Copyright (c) 2023 Manuela Quaresma, Bárbara Fonseca, Mariana Burlamaqui https://creativecommons.org/licenses/by-nc/4.0/
Towards designing Artificial Intelligence (AI)-based Online Dispute Resolution (ODR) services: The case of +Acordo
Artificial Intelligence (AI)-based Online Dispute Resolution (ODR) services are a beneficial alternative to litigation in consumer-related claims in Brazil. Thus, understanding how to improve these services is important. Nevertheless, designers still need to explore some open gaps, such as specificities of the Brazilian context, characteristics of consumer claims, and potential impacts of employing AI. This paper aims to discuss design implications through a two-phased case study on an AI-based ODR service developed by a Brazilian State Court: +Acordo. In study 1, we present a map illustrating lawyers' journeys with consumer lawsuits against electricity companies. In study 2, we expose results from interviews with certified mediators. Our results indicate that AI-based ODR services should highlight their quickness and ethics throughout the services' touchpoints. These services should also be transparent and clear, even for layman consumers. Moreover, designers should explore ways to integrate AI systems with human-based support throughout the service.
Copyright (c) 2023 Isabela Motta, Maria Julia Lima, Thomaz Ambrosio, Alimed Celecia, Ana Lara Mangeth, Isabella Frajhof, Cesar Cury https://creativecommons.org/licenses/by-nc/4.0/
Rapid Service Design Method for Services with Robots in Healthcare Facilities under COVID-19
Under the influence of COVID-19, rapid research and design are required for the service design process, and even before COVID-19, there were expectations for the adoption of service robots as an answer to labour shortages in the medical field. Against this background, we developed a method for rapid service design method to organise services with robots under COVID-19. This method aims to achieve rapid service design based on behavioural change by introducing rapid ethnography and behavioural design into the research, analysis, design and evaluation steps. To test this method, we implemented two services in two months. The results of the interviews and questionnaire survey of the demonstration experiments confirmed the validity of these services and thus the validity of the method.
Copyright (c) 2023 Satoru Tokkuhisa, Tetsuro Morimoto https://creativecommons.org/licenses/by-nc/4.0/
Social Lab: Toward Value-Driven R&D&I in Collaboration with Citizens
Digitalization is an important driver of valuable service offerings in most industrial sectors. With the increasing use of digital technologies, the negative consequences of digitalization have also attracted attention. To address this issue, R&D organizations need to ensure that their R&D&I process and its results are in alignment with desirable services that create value and mitigate citizens’ social concerns. This requires a close partnership with citizens. However, attempts to take the values of citizens as a driver of technology R&D&I remain limited and tend to be temporary. Therefore, we introduce the concept of the “social lab” as an R&D&I scheme emphasizing service and value as core elements to foster the R&D&I of digital technology in a socially acceptable manner. We introduce our development of a social lab and discuss the required processes and challenges, especially for developing citizen partnership.
Copyright (c) 2023 Kentaro Watanabe, Fumiya Akasaka, Yuya Mitake, Kazuhiro Kojima https://creativecommons.org/licenses/by-nc/4.0/
Issues integrating urban data and citizen participation
The smart city concept goes beyond expanding technology, including sustainability and citizen well-being. The growth of available datasets provides rich material for public management. However, the potential of this information is underused due to its breadth and complexity. One key challenge is associating it with qualitative research. To address this challenge, within the scope of a PhD research, a set of interviews were carried out with professionals working in the area of smart city and public development in three European cities. The aim was to identify issues and solutions in projects with urban data and citizen participation and better grasp their approaches. Some of the converging aspects highlighted pointed to the difficulty in engaging citizens in participatory processes, which requires different communication for diverse audiences. On the uncovered assets, lessons learned from adaptation to online workshops after the pandemic were also relevant to these processes. The overall insights gathered in this initial phase will guide the designing and testing of novel processes using emerging technologies in the future iterations of this research.
Copyright (c) 2023 Raquel Cordeiro, Manuela Quaresma, Isabel Froes https://creativecommons.org/licenses/by-nc/4.0/
Digital Future Design: Designing Digital Service Systems based on Future Visions
Recently, initiatives that use advanced digital technologies to address social issues and drive social innovation, such as the “smart city”, have been attracting attention. While public expectations for smart city projects are high, they are often executed from a technocentric approach that lacks a human-centered perspective, which leads to various criticisms and opposition from residents. This necessitates a method for envisioning a desirable future society and designing the entire service system, including digital technologies (i.e., digital service system), from a human-centered perspective. Therefore, we have developed a novel design method, called Digital Future Design Method, that supports the designing of digital service systems for realizing the social transformation to a desirable future vision, and conducted a case study to demonstrate its usefulness. The results demonstrated its effectiveness in enabling us to have a future vision-based thinking in design from the comprehensive perspectives of the social, digital, and physical domains.
Copyright (c) 2023 Fumiya Akasaka, Yuya Mitake, Kentaro Watanabe, Yuri Nishikawa, Jun Ozawa https://creativecommons.org/licenses/by-nc/4.0/
Detecting tech-driven inequalities: a service design framework
Technological growth is realizing an ever more intelligent and convenient future. But is this future equal, and what role does service design hold in addressing, or exacerbating, these inequalities? The relationship between technology and inequality is fluid, moving from the elimination of existing inequalities to the creation of new ones, and service design has the potential to impact this relationship. However, current literature to identify this potential is limited, with service design’s contribution to the technology-inequality-design nexus not clearly identified. This paper analyses the mutual relationship between technology, inequality, and service design, and proposes a novel framework incorporating four dimensions of service design and their links to inequality and applies the framework to autonomous vehicle (AV) technology as an example. More broadly, the framework can be used by service designers to identify different dimensions of hidden inequality within service design.
Copyright (c) 2023 Qiling Long, Dan Mu, Kin Wai Michael Siu, Joseph R. Peissel https://creativecommons.org/licenses/by-nc/4.0/
UX Sustainability: an overview on the sustainability dimension of AI-infused Objects forming product-service ecosystems
This research aims to suggest a new design perspective to analyse the sustainability of an AI-infused object in its entirety. Before we present what AI-infused Objects are and how they form product-service ecosystems, secondly, we analyse the state of the arts of its sustainable dimension. The analysis of AI-infused objects should include: (1) the entire life cycle of the object, its social and economic impact; (2) the impact of the "digital soul" of the object; (3) the ecosystem analysis should also include all indirect impacts of the service, considering how users' behaviour changes when they come in contact with the artificial intelligence ecosystem. The research contributes to the design literature in two ways: (1) by raising awareness in designers on the effective impact of AI-infused Objects forming the product-service ecosystems, (2) by inviting designers to make this awareness concrete through User Experience Sustainability analysis and behavioural change strategies applied to persuasive technology.
Copyright (c) 2023 Alice Paracolli, Venanzio Arquilla https://creativecommons.org/licenses/by-nc/4.0/
Designing Ourselves and Our World: A Designer-Weaver's Perspective on Services
This paper argues that design, particularly service design, plays a significant role in shaping our world by constructing and reconstructing our understanding of it. Rather than a mere means to an end, design is a tool for controlling and producing meaning. Service design plays a crucial role in this process, as it mediates interactions between people and their everyday contexts through services. Design can be seen then as a way of generating culture. By exploring a more systemic approach, service designers can better understand how services shape people's lives and address underlying narratives and discourses that frame relationships between people and their lifeworlds. The designer-weaver metaphor is introduced as a powerful image for understanding the role of the designer in shaping reality. By weaving narratives and discourses together, designers can create new realities. If a better world is to be designed, a better way of designing ourselves is needed.
Copyright (c) 2023 Marcelo Ramirez https://creativecommons.org/licenses/by-nc/4.0/
Analysis of the Integration and Contribution of the SDGs to equitable global results in the light of Service Design: A scoping review
The construction of the 2030 agenda aims at sustainable, inclusive and collaborative development among countries to challenge them to transpose usual definitions and ideas in favour of equitable actions. To fulfil this purpose, the UN and Member States must assess progress made, obstacles faced and integration between the Sustainable Development Goals (SDGs). Through a scoping review, this study aims to answer the question: How integrated are the SDGs for an equitable global outcome? In the context of Brazil, what is the assessment of engagement and carrying out actions for the performance of the SDGs? What are design contributions to the evolution of the SDGs? The results indicate that in the global context, there remains a reduced collaborative posture, widening the abyss between countries. In Brazil, despite the efforts of the community and public institutions, the actions, supported by design practices and social innovation, are irregular and with evolving self-organization.
Copyright (c) 2023 Kelly Rocha, Amanda Xavier, Maria Carolina Santos, Ariele Rodrigues-Ferreira https://creativecommons.org/licenses/by-nc/4.0/
Take-it-back Service: meta-scenario for white-good appliances
The need to change the consumer behavior in relation to the disposal of home appliances promotes a discussion to create a meta-scenario for a take it back service that can create value in the relationship between Waste Electrical and Electronic Equipment (WEEE) consumers and manufactures. This paper presents a study on home appliances' take-it-back service using Internet of Things (IoT) sensors integrated into a collaborative digital platform, focusing on promoting transparency for consumers. The research method was a systematic literature review combined with a range of Service Design Tools. The study first introduces an explanation of reverse logistics and its relationship with the IoT. Service Design tools such as Focus Group, Card Sorting, Tomorrow’s Headlines, and Storyboard, were used for a better understanding of the problem and to support the generation of alternatives process. The insertion of emerging technologies as a key factor to the meta-scenario proposed corroborates with the change in the consumer behavior for sustainability, and it helps the user for better decision-making.
Copyright (c) 2023 Adele Cagnato Conte, Aguinaldo dos Santos, Ana Beatriz Avelino Barbosa, Bheatriz Silvano Graciano, Bruna Andrade, Carolina Daros, Gabriel Lied, Júlio César do Amaral https://creativecommons.org/licenses/by-nc/4.0/
Life events as an approach for service ecosystem design: lessons learned from the Finnish public services
Life event services have emerged worldwide as an approach for designing public services by addressing significant transitions in life and building an ecosystem around them. We study this approach as an opportunity to engage the ecosystem in a novel manner. Empirically, we investigated three digital public service cases in Finland that leverage the life events approach. Life transitions make gaps between systems visible to the large and complex network of value-creators. Life events is a unifying term for public administrations, cross-sector organisations, and communities involved as providers. Whilst this approach uncovers an underserved set of actors and situational motivations, it provides the service ecosystem with a shared purpose. Our analysis establishes four demands for designing service ecosystems around life transitions: semantic interoperability, ecosystem governance, segmentation model and purpose-driven approach.
Copyright (c) 2023 Núria Solsona Caba, Taija Turunen https://creativecommons.org/licenses/by-nc/4.0/
Trust in the system and human autonomy in customer service chatbots
When Artificial Intelligence systems are not explained clearly to users, it can negatively affect their interactions and compromise their perceptions of a brand. When designing and developing conversational agents that deal with the client, it is crucial to consider that they are a service and follow human-centered Artificial Intelligence (HCAI) approaches. This study discusses two HCAI frameworks, relate them to trust in the system and human autonomy and define how these guidelines could be met in customer service chatbot. A survey was conducted to determine if users' views about their interactions with chatbots aligned with the recommended guidelines and how this affected their senses mentioned above. The analysis of the responses indicates that those human-centered Artificial Intelligence approaches still need to be prioritized or even met in customer service chatbot development. Users have reported unpleasant experiences with such services, leading to a decrease in their trust and autonomy.
Copyright (c) 2023 Ana Gervazoni, Manuela Quaresma https://creativecommons.org/licenses/by-nc/4.0/
A User Experience Study on the Design Direction for Foreigner-Friendly Telecommunication Service in South Korea
As South Korea experiences an increase in cultural and ethnic diversity, telecommunication companies have recognized the need to provide online service channels, such as mobile applications and websites, that are tailored to the needs of this growing segment of users. Despite efforts by some companies to be more inclusive in their design, including the provision of separate translated webpages, non-native customers still encounter obstacles when utilizing telecom services, resulting in a suboptimal user experience and limited accessibility. Therefore, a systematic study is required to gain a deeper understanding of the needs and challenges faced by foreign users when purchasing and using telecommunication services. This study includes case studies and reviews of existing services, user experience research through focus group, in-depth and expert interviews, this study aims to suggest a direction for designing mobile telecommunication service targeting foreigners in South Korea. Ultimately, the findings of this study are expected to be practically used as a resource for designing “foreigner-friendly” telecommunication services that promotes equal accessibility to information and support.
Copyright (c) 2023 Daeun Kim, Chaemoon Yoo, Hyemin Lee, Wonyoung Lee, Younghwan Pan https://creativecommons.org/licenses/by-nc/4.0/
Design and 3D Technologies in the Humanitarian Sector
Every year, thousands of people are affected by the expansion of disasters caused by climate change. These disasters trigger situations that demand assistance. The responses, through organizations that operate in the context of humanitarian aid, are complex to be put into effect due to problems of physical, material, and emotional structure. Design and its various approaches can help in the elaboration of solutions that improve the service provided by those organizations, both through the mastery of techniques for the quick production of concrete objects and in the structuring of projects to meet demands, such as service design, participatory design, and co-design. This paper presents a literature review on the topic and uses examples of projects developed and under development to elucidate the possibilities of using both design approaches and tools disseminated by design professionals, such as 3D technologies and techniques for digital fabrication, in the field of humanitarian aid.
Copyright (c) 2023 Aline Kauffmann, Jocelise Jacques, Fabio da Silva https://creativecommons.org/licenses/by-nc/4.0/
Place-Based Service Design Through Placemaking and Performance
This paper reflects on the approaches of place-based service design, placemaking and performance. From these perspectives, we discuss whether new designs, such as placemaking through performance, can deliver new approaches to place-based service design and facilitate the feeling of togetherness. We consider whether affordances in the natural environment can be used for co-creating design as well as the impact they can have on individuals and communities. This paper proposes placemaking as a place-specific approach to service design that can enable the use of reflexivity, knowledge-sharing and pluriversal epistemology towards non-humans, including plants and encompassing environments. In addition, we discuss how placemaking approaches can help identify place-related values, such as nature and culture, as well as their impact on service design. Our empirical material consists of two artistic and place-based case studies that included performative placemaking experiments in Finnish Lapland. In the artistic processes examined in this paper, placemaking provides channels for storytelling and stakeholder engagement to create a personal understanding of a place.
Copyright (c) 2023 Ella Björn, Satu Miettinen, Mira Alhonsuo https://creativecommons.org/licenses/by-nc/4.0/
A systematic literature review on utilisation of behavioural data in service design: Unexplored potentials on data utilisation on co-design
This study provides a systematic literature review, investigating current uses and application of behavioural data in services design process. The results show a predominance of data usage either on product design process by professional designers or on personal reflection by service users, and more importantly, there is a large gap in what designers and users can benefit from data. The paper argues that such a gap limits the potentials of data in service design and highlights the importance of co-design between designers and users within data-driven design.
Copyright (c) 2023 Mika Yasuoka, Yuki Taoka, Momoko Nakatani, Nana Hamaguchi, Shigeki Saito https://creativecommons.org/licenses/by-nc/4.0/
Exploring the Systemic and Speculative dimensions into Service Design
The scale and process of Service Design are expanding and evolving as the emerging challenges they face become increasingly complex and uncertain. In order to cope with the systemic complexity and uncertainty of future changes when designing service (eco)systems, more holistic and speculative dimensions are needed to be considered. In the field of design, Systemic Design and Speculative Design are considered to have the capacities to deal with systemic complexity and critically consider future uncertainty. Therefore, this study aims to explore from the theoretical level to the operational level to understand if and how Systemic Design and Speculative Design can help to expand the Systemic and Speculative dimensions into Service Design. Through literature review and expert interviews, this paper presents the theoretical relationships between these three approaches and discusses the opportunities and criticalities of approach integration. In the end, we propose three future research directions and open up open questions about Service Design evolution in Systemic and Speculative dimensions.
Copyright (c) 2023 Zijun Lin, Beatrice Villari https://creativecommons.org/licenses/by-nc/4.0/
Beyond service design: understanding complex challenges on a systemic level
Traditional user-centred design methodologies are no longer adequate for addressing the new way of thinking required by today's global challenges, considering the systemic complexity that service design has now reached. This paper addresses how a systemic approach can support service design practices to understand, map and represent complex challenges such as rural fires. The research methods include a systemic design approach that provides an in-depth view of the system and the institutional structure by identifying the actors and their relationships and unpacking the current issues. Moreover, this paper identifies intervention areas and suggests recommendations: more involvement and collaboration between the different actors and the fire prevention system can prevent and mitigate the risks of rural fires more efficiently. The study indicates that service design can benefit from a systemic approach by investigating the actors, roles, and interdependencies and identifying challenges and strategic intervention areas in complex systems.
Copyright (c) 2023 André Santos, Helena Sustar https://creativecommons.org/licenses/by-nc/4.0/
Autoethnographic study of applying service journeys to asylum applications
Just as the COVID-19 pandemic was starting to fade, the Russia–Ukraine conflict erupted into a large-scale war. This caused a new influx of refugees to many European countries. In this case study, through an autoethnographic service journey, we investigate the process of applying for asylum in Norway. We aim to understand the parts of the journey that work well and the issues that still require attention. By analysing the data collected, we can see that there are two main underlying issues, which are creating transparency and building trust between the applicant and the service system involved in asylum seeking processes. We noted that in this individual case, trust was constructed by the extent to which the officials treated the applicant as an equal. Making the entire asylum application journey visible from the first step is one way to find approaches to improve this process in the future.
Copyright (c) 2023 Mari Suoheimo, Tetiana Dubovenko, Ted Matthews, Satu Miettinen https://creativecommons.org/licenses/by-nc/4.0/
Rapid Service Design for Service Continuity in Pandemic-like Disruptions
The COVID-19 pandemic has impacted employees’ lifestyles as well as organizational service experiences. Disrupted service experiences have led to changes in employee well-being, behavior, and responses, disrupting existing organizational structures and leading to diminished effectiveness of workplace and workforce management. Employee satisfaction at work has become more crucial post-pandemic for retaining employees in the organization. To thrive in the postpandemic situation, offering improved flexibility and adaptability in the employee lifecycle will enable employees to respond and recover faster and better. In this paper, we analyse the employee service experience problems and disruptive scenarios that have occurred due to the pandemic. We propose a Rapid Service Design (RSD) approach to mitigate gradually unfolding challenges, accelerate the service design process cycle time, and creatively and iteratively respond to service continuity in pandemic-like disruptions.
Copyright (c) 2023 Bhaskarjyoti Das, Ravi Mahamuni, Sylvan Lobo https://creativecommons.org/licenses/by-nc/4.0/
Telemedicine services in Brazil: using service design to analyze experiences
Due to its long regulatory process, telemedicine is an immature service modality in Brazil. With the coronavirus pandemic, users experienced for the first time remote care in the face of quarantine and social isolation. This study analyzes the experience of beginner users in telemedicine services during the period of the COVID-19 pandemic. The analysis was based on the context of service design where people were interviewed and tools such as blueprint, user profile and brainstorming were used in the process. With these tools, the analysis process became agile to identify the complaints and expectations of users by visually understanding the services used. The results highlight touchpoints categories and lessons learned regarding the experience with telemedicine in a fortuitous period. Understanding the experiences of those involved help researchers and service providers design new telemedicine services considering this current practice in Brazil.
Copyright (c) 2023 Larissa Farias, Carla Cipolla https://creativecommons.org/licenses/by-nc/4.0/
Disaster insurance and risk transfer mechanisms for natural disasters – challenges and opportunities for a new service discussed in literature reviews
Climate change is increasing the risks, frequency and intensity of disasters related to extreme weather events. In this context, the academic literature has suggested disaster insurance as a potential financial tool. Therefore, the research investigates the challenges and opportunities in developing disaster insurance as a financial service related to disaster risks. The research adopts a systematic literature review in the Scopus and Web of Science, identifying 81 other literature reviews on the theme, resulting in the analysis of 15 papers. The results describe the state of the art in terms of topic, location, disaster and insurance types. The analysis indicates the need for public-private partnerships and the exploitation of new markets/models of insurance, especially in developing countries. Future research may investigate the challenges and opportunities of specific disaster insurance types and locations, discussing the adherence to the findings of this research.
Copyright (c) 2023 Cássio Maduro, Tharcisio Fontainha https://creativecommons.org/licenses/by-nc/4.0/
How can we adapt Service Blueprint for future crises? Lessons learned from government services under COVID-19
COVID-19 crisis highlighted some wicked challenges in designing government services. While no standardized solution was found, government workers responded flexibly to uncertain situations. Service Blueprint (SB) is one of the useful design tools to understand, analyze, plan, and implement government services. However, it does not flexibly adapt to unsystematized information and unconventional services. Although SB needs adaptability for such uncertainty issues, there have been few studies on SB in governments under COVID-19. Therefore, this study explores how to adapt SB to government issues for future crises. A qualitative study of COVID-19 vaccination services in Hino Town, Japan found five flexible actions to deal with uncertainty. Based on them, we proposed three issues and the future direction of SB. This study extends the possibilities of service design tools that design disciplines can provide for governments and promote strategies for future crises.
Copyright (c) 2023 Shin Okamoto, Daijiro Mizuno https://creativecommons.org/licenses/by-nc/4.0/
Challenges of Service Design and User Experience Design in e-commerce after COVID-19 pandemic
Service Design (SD) and User Experience Design (UXD) share the focus on user experience which is required for a broader design perspective along the customer journey through different touchpoints. User experience has been intensified by e-commerces during COVID-19 pandemic to create rapid solutions for these digital consumers. The objective of this paper is to address the challenges of UXD and SD integration in e-commerces during pandemic. In this context, the literature has shown that SD and UXD are facing challenges, particularly related to integrated product-service solutions. This integrated perspective has promoted a better user experience in complex systems characterized by a multi-channel and multi-touchpoint customer’s journey. Thus, the pandemic has provoked a demanding user profile and design innovations which increasingly require the integration of SD and UXD. The contribution of this paper is to clarify about the user, the combined product and service innovations in e-commerce impacted by COVID-19 pandemic.
Copyright (c) 2023 Louise H R Mangia, Manuela Quaresma https://creativecommons.org/licenses/by-nc/4.0/
How the COVID-19 changed the urban mobility ecosystem: A perspective for new hybrid services
The unfettered expansion of cities is pushing our environment to the brink, as it faces a slew of unprecedented challenges that are intensifying the already critical issue of climate change. Part of the responsibility is due to the high carbon emissions generated by transport, rising demand for transportation, and an increased digitalized world where e-commerce grows. Mobility patterns changed during the last two and a half years due to the pandemic restrictions and consequent lifestyle changes. This paper focuses on a study in the city of Porto, Portugal. It contributes to an understanding of the main changes in frequency and mobility choices and urban mobility trends for this sector, focusing on sustainable urban mobility. In addition, it seeks to bring the service design lens to the analysis and visualization of the interactions of mobility services before and during the pandemic and propose solutions for a hybrid context characterized by cycles of restrictions and flexibilization of sanitary measures. The findings are a launching pad to implement new business models focused on sustainable new hybrid services.
Copyright (c) 2023 Jessica Leão, Teresa Sarmento, Vladimiro Feliz https://creativecommons.org/licenses/by-nc/4.0/
Rede Refugia: mutuality and collaboration for the integration of different stakeholders in the refugee crisis
The Rede Refugia is a collaborative service that proposes facilitating the reception, protection and integration of refugees, asylum seekers and stateless persons (hereafter only called refugees). The service is based on mutuality and collaboration among refugees, humanitarian organisations, private entities and other stakeholders operating in the humanitarian ecosystem. The paper aims to discuss how Service Design facilitates the process of co-creation and co-design of a refugee integration ecosystem with different stakeholders. As for the methodology, the research considers Design Science Research (DSR), focusing on the demonstration and evaluation steps. This research contributes with the description of the co-creation and co-design process among different stakeholders in the context of the humanitarian refugee crisis based on mutuality and collaboration, materialising the idea in the Rede Refugia. More precisely, the results indicate the ease in understanding the service objectives, positive expectations of the Rede Refugia service, and some points that must be adjusted. The research also reinforced the importance of the usability test as a fundamental moment for co-design with potential users of services. Future research might consider investigating other tools that can contribute to co-design and co-creation and its contribution to fostering the relational and socio-environmental impacts of collaborative services.
Copyright (c) 2023 Estevão Cristian da Silva Leite, Tharcisio Fontainha, Placide Ikuba, Híngred Resende, Fábio Soares da Silva, Matheus Henrique Junqueira de Moraes, Luisa Videira Filardi https://creativecommons.org/licenses/by-nc/4.0/
Services for drought: the co-creation value of adopting process model as a tool to improve the “Carro Pipa” operation in Brazil
Drought is a major worldwide disaster involving water distribution for a dispersed population in a vast area, which consequently demands the engagement of different stakeholders. While process models contribute to improving disaster and humanitarian operations (DHO), their contribution as a co-creation tool is not discussed in the DHO literature. Thus, this research aims to discuss the co-creation value of using the process model as a tool to improve the drinking water distribution service in response to the drought. The research adopted the case study methodology to investigate Brazil's “Carro Pipa” operation. The main challenges and opportunities include different sources of information, articulation between various stakeholders under the Brazilian government legislation, the autonomy of municipalities in decisions with economic impact and lack of verification to guarantee the shortest route and lowest cost. Moreover, this research demonstrates that the process models – a management tool – facilitate the co-creation for improvement of a DHO as it provides standardised stakeholder analysis, enabling effective improvement through the integration of the service designer and the stakeholders engaged in the operation. Future research can discuss implementing improvements to the service provided by the "Carro Pipa" operation and analyse the combination of process models and other Service Design techniques and tools
Copyright (c) 2023 Ana Paula Pereira Maiato Nascimento, Híngred Ferraz Pereira Resende, Tharcisio Cotta Fontainha https://creativecommons.org/licenses/by-nc/4.0/
Wicked Strategies: Comparing Evolved Double Diamond and PPG’s Framework for Strategy Creation for Wicked Problems in Service Design
Wicked problems are present in many of the services that service designers design as in healthcare, social work or sustainable transportation. Camillus (2008) argued that wicked problems often increase as an organisation faces constant change or unprecedented challenges. These challenges need models on how to tackle them and in this article we will compare the Evolved Double Diamond model with PPG Industries’ framework for responding to wicked problems, as presented by Camillus (2008). Both models are used to create a strategy for the context of wicked problems: a new Evolved Double Diamond model that addresses especially complex problems. It is good to look at models critically and understand their similarities and differences for possible future development of strategies.
Copyright (c) 2023 Sari Kotaniemi, Mari Suoheimo, Satu Miettinen https://creativecommons.org/licenses/by-nc/4.0/
Emergent Scoring of the Temporal Experience, an Investigation into Service Mapping
The design of services relies heavily on different mapping approaches to develop an overview of service architecture. Scholars largely agree that a key goal of service mapping should be the structuring of experience over time, yet the three most prevalent approaches to mapping service — customer journey maps, service blueprints, and system diagrams — fail to represent important aspects of the temporal experience. Current tools continue to center physical touchpoint attentions and struggle to depict more complex narratives of improvisatory customer/provider interactions. Notating the lived journey of temporally unfolding experience is not a simple task. Accomplishing this will require a recentering of kairotic time, a practice largely absent from our current discourse. In this paper, alternative approaches which represent time through the lens of the unfolding service experience are discussed, and early explorations in temporally aware service design mapping are presented.
Copyright (c) 2023 Michael Arnold Mages, Stephen Neely https://creativecommons.org/licenses/by-nc/4.0/
Potential and pitfalls of using service design to facilitate soundscape thinking in city making
Soundscape thinking - i.e., the capability to consider the experiential possibilities offered by a sound environment - has been characterized as critical for all those design activities connected to city making. Yet, traditional design disciplines operating within the urban domain (architecture, urban planning, service design, etc.) do not routinely engage with processes that systematically identify, control, and change soundscapes. This paper explores how customized service design methods - user journey, service blueprint, and a facilitation toolkit - have been envisioned and piloted within the context of a service design project anchored to the main football stadium of Copenhagen. These methods allowed the service designers and stakeholders involved in the participatory design project to understand existing soundscapes and tweak them by adapting specific touchpoints.
Copyright (c) 2023 Federico Di Fresco Paganini, Luca Simeone https://creativecommons.org/licenses/by-nc/4.0/
Service design for inclusion and accessibility at higher education institutes
Design for care and support is slowly taking shape in developing nations. Disability support services are yet to find their place in Indian universities. Residential higher education provides a cohesive ecosystem of holistic growth. Students with disabilities have been devoid of these growth opportunities due to the absence of an equitable environment. This paper presents a model to establish inclusion and accessibility services for students with disabilities in residential higher education institutes. The service model results from participatory research and design thinking led co-creation with the students with disabilities at a pioneer residential university. The service design approach considers both the student and Institute viewpoints orchestrating the backstage and frontstage of the service. It presents the idea of bottom-up initiatives to build a larger disability support ecosystem in the Institute. The paper attempts to highlight the impact of service design in creating equitable and accessible systems for institutes and students.
Copyright (c) 2023 Saksham Panda https://creativecommons.org/licenses/by-nc/4.0/
Reconsidering (Service) Design in View of Systemic Challenges: Insights from a Quantum Theoretical Perspective
(Service) designers must increasingly navigate complex and interconnected challenges in their daily work. In response, new design practices are emerging that are more systemic and strategic in their orientation. However, there is insufficient discussion about, or questioning of, the onto-epistemological foundations of design and their appropriateness in the emerging context. This paper aims to support the service design discipline in its transition towards conceiving of and responding to systemic challenges as entangled phenomena. To do so, we draw on quantum mechanics, specifically a Baradian view, which centres on the notion of entanglement and enactment to understand and navigate the world. We propose an alternative theoretical foundation for (service) design that considers ontoepistemological building blocks about the world we live in and its elements, assisting designers to question potentially taken-for-granted, yet limiting assumptions and perspectives.
Copyright (c) 2023 Ingo Oswald Karpen, Melis Senova https://creativecommons.org/licenses/by-nc/4.0/