Designing for Service: Key Issues and New Directions

Description

Service design is the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between service provider and customers. It is now a growing field of both practice and academic research. Designing for Service brings together a wide range of international contributors to map the field of service design and identify key issues for practitioners and researchers such as identity, ethics and accountability. Designing for Service aims to problematize the field in order to inform a more critical debate within service design, thereby supporting its development beyond the pure methodological discussions that currently dominate the field. The contributors to this innovative volume consider the practice of service design, ethical challenges designers may encounter, and the new spaces opened up by the advent of modern digital technologies. FC Half title Title Copyright Contents List of Illustrations Notes on Contributors 1 Introduction Daniela Sangiorgi and Alison Prendiville 1.1 A short introduction to service design 1.2 Evolution of the concepts of ‘design’ and ‘service’ 1.3 Service design impact and contribution to service development and implementation 1.4 Interest for and application of design skills and approaches by non-designers 1.5 Development of boundary areas 1.6 The structure of the book References PART ONE The lay of the land in designing for service 2 Expanding (service) design spaces Daniela Sangiorgi, Alison Prendiville and Jeyon Jung 2.1 Complementary perspectives on design-led service innovation 2.2 Expanding service design spaces 2.3 Discussion References 3 Designing vs. designers: How organizational design narratives shift the focus from designers to designing Sabine Junginger and Stuart Bailey 3.1 Introduction 3.2 Narratives in design and design narratives for organizations 3.3 Organizational design narratives as enablers for organizational learning 3.4 Role and function of an organizational design narrative 3.5 Summary and conclusion References 4 Designing for interdependence, participation and emergence in complex service systems Daniela Sangiorgi, Lia Patricio and Raymond Fisk 4.1 The increasing complexity of the service context 4.2 Evolution of service design – more actors, more interdependencies, and less control 4.3 Emerging service design strategies and principles 4.4 Discussion References 5 Specialist service design consulting: The end of the beginning, or the beginning of the end? Eva-Maria Kirchberger and Bruce S. Tether 5.1 Introduction 5.2 The end of the beginning?: Engine’s big break: The Dubai Airport project 5.3 The beginning of the end? The ‘big beasts’ of management consulting close in on service design 5.4 What next for the independent, specialist service design consultants? References PART TWO Contemporary discourses and influence in designing for service 6 The object of service design Lucy Kimbell and Jeanette Blomberg 6.1 Introduction 6.2 A platform to surface the complexities 6.3 Three perspectives on the object of service design 6.4 Implications for design 6.5 Conclusion References 7 Breaking free from NSD: Design and service beyond new service development Stefan Holmlid, Katarina Wetter-Edman and Bo Edvardsson 7.1 Introduction 7.2 The limits of new service development 7.3 Opening up to a service logic 7.4 Beyond the limitations References 8 Designing on the spikes of injustice: Representation and co-design Katie Collins, Mary Rose Cook and Joanna Choukeir 8.1 What is representation? 8.2 Participation in service design 8.3 Entwining strands 8.4 Whose participation is it anyway? 8.5 Conclusions References 9 Co-design, organizational creativity and quality improvement in the healthcare sector: ‘Designerly’ or ‘design-like’? Glenn Robert and Alastair S. Macdonald 9.1 Introduction 9.2 The healthcare sector 9.3 The service design perspective 9.4 Healthcare quality improvement and design-based approaches 9.5 Bridging the divide: Infrastructuring to release organizational creativity and improve service quality 9.6 Organisational creativity 9.7 Designerly or design-like? 9.8 Conclusions References PART THREE Designing for service in public and social spaces 10 Service design and the edge effect Robert Young and Laura Warwick 10.1 Introduction 10.2 The state of the VCS 10.3 The fragmentary ascendency of design 10.4 Exposure to design to support the paradigm 10.5 Continuous engagement with design to support the paradigm 10.6 The design of infrastructure to support the paradigm 10.7 Conclusion References 11 Service design as a sensemaking activity: Insights from low-income communities in Latin America Carla Cipolla and Javier Reynoso 11.1 Social innovations and indigenous services in low-income communities 11.2 Interpretative framework: Indigenous services, cultural values, and sensemaking 11.3 Interpretative framework application: Examples from Brazil and Mexico 11.4 Brazil 11.5 Mexico 11.6 Conclusions References 12 The social innovation journey: Emerging challenges in service design for the incubation of innovation Anna Meroni, Marta Corubolo and Matteo Bartolomeo 12.1 Design for services and for social innovation 12.2 Service design when it comes to incubating and scaling social innovation 12.3 Social innovation in the Milanese context 12.4 Discussion References 13 Service design in policy making Camilla Buchanan, Sabine Junginger and Nina Terrey 13.1 Growing interest in service design from policy makers 13.2 Service design methods in policy making 13.3 Key contributions of service design to policy making 13.4 Examples from Australia, the UK and Germany 13.5 Key groups driving using service design in policy making 13.6 The need for service designers to understand policy making processes 13.7 Challenges for service designers in policy making 13.8 New ethical questions for service design 13.9 Conclusion References PART FOUR Designing for service, shifting economies, emerging markets 14 The potential of service design as a route to product service systems Tracy Bhamra, Andrew T. Walters and James Moultrie 14.1 Introduction 14.2 Serviceability: Designing for service and extending life 14.3 Services beyond the product 14.4 Service as a business model 14.5 Rising to the challenge References 15 Service design and the emergence of a second economy Jeanette Blomberg and Susan Stucky 15.1 Introduction 15.2 The digital workforce 15.3 The autonomous car 15.4 Knowability, visibility and materiality of the second economy 15.5 Designing digitally enabled services References 16 Making sense of data through service design – opportunities and reflections Alison Prendiville, Ian Gwilt and Val Mitchell 16.1 Introduction 16.2 Notions of data 16.3 Sensemaking: Translation, visualisation and personalisation 16.4 Conclusion References 17 Beyond collaborative services: Service design for sharing and collaboration as a matter of commons and infrastructuring Anna Seravalli and Mette Agger Eriksen 17.1 Introduction 17.2 How service design relates to sharing and collaboration 17.3 Commons as a framework for articulating sharing and collaboration 17.4 Infrastructuring as a way of understanding co-designing for and in the sharing and collaboration 17.5 Conclusions References 18 Conclusions Daniela Sangiorgi and Alison Prendiville Index