Designing for Service

1. Introduction by 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 SECTION I The Lay of the Land in Designing for Service 2. Expanding (Service) Design Spaces by Daniela Sangiorgi, Alison Prendiville and Jeyon Jung 2.1 Complementary perspectives on design-led service innovation 2.1.1 A stages-process understanding of Service Design 2.1.2 An outcome perspective on Service Design 2.1.3 A practice perspective on Service Design 2.2 Expanding Service Design spaces 2.2.1 Before Design 2.2.2 During Design 2.2.3 After Design 2.3 Discussion 3. Designing vs. Designers: How Organizational Design Narratives Shift the Focus from Designers to Designing by 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 3.3.1 Designers versus designing 3.4 Role and Function of an Organizational Design Narrative 3.4.1 What does an Organizational Design Narrative look like? Three Examples 3.5 Summary and Conclusion 4. Designing for Interdependence, Participation and Emergence in Complex Service Systems by 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 4.3.1 Design and Interdependence 4.3.2 Design and Participation 4.3.3 Design and Emergence 4.4 Discussion 5. Specialist Service Design Consulting: The end of the beginning, or the beginning of the end? by 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? SECTION II Contemporary Discourses and Influence in Designing for Service 6. The object of service design by 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 6.3.1 The service encounter 6.3.2 The value co-creating system 6.3.3 The socio-material configuration 6.4 Implications for design 6.4.1 Cosmologies 6.4.2 Accountabilities 6.4.3 Temporalities 6.4.4 Politics 6.4.5 Expertise 6.5 Conclusion 7. Breaking free from NSD: Design and service beyond new service development by 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 7.3.1 Exploring existing configurations of resource integration 7.3.2 Reconfiguring constellations of resource integration 7.3.3 Implications for designing and service 7.4 Beyond the limitations 8. Designing on the spikes of injustice: representation and co-design by 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 9. Co-design, organisational 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 9.2.1 Development and local implementation 9.2.2 Quality Improvement (QI) in healthcare 9.3 The Service Design perspective 9.3.1 Publics and infrastructuring 9.4 Healthcare Quality Improvement & Design-based approaches 9.4.1 Case study 1 9.4.2 Case study 2 9.5 Bridging the divide: infrastructuring to release organisational creativity and improve service quality 9.6 Organisational creativity 9.7 Designerly or design-like? 9.8. Conclusions SECTION III Designing for Service in Public and Social Spaces 10. Service Design and the Edge Effect by 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 11. Service Design as a sensemaking activity: Insights from low-income communities in Latin America by 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 11.2.1 Sensemaking analysis: Local culture (Level 1) 11.2.2 Sensemaking analysis: Indigenous solution (Level 2) 11.3 Interpretative framework application: Examples from Brazil and Mexico 11.4 Brazil 11.4.1 Context: favelas in Rio de Janeiro 11.4.2 Favela Orgânica 11.4.3 Analysis: Local culture (Level 1) 11.4.4 Analysis: Indigenous solution (Level 2) 11.4.5 Service development and operation 11.4.6 Socio-cultural qualities of the service 11.5 Mexico 11.5.1 Context: Indigenous groups in Mexico 11.5.2 Case: Red Indígena de Turismo de México (RITA) 11.5.3 Analysis: Local culture (Level 1) 11.5.4 Analysis: Indigenous solution (level 2) 11.5.5 Developing and operating the service 11.5.6 Socio-cultural qualities of the service 11.6 Conclusions 12. The Social Innovation Journey. Emerging challenges in Service Design for the incubation of social innovation by 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 12.2.1 Scaling means increasing the capacity of a social innovation to be self-sustainable and make an impact 12.2.2 A consistent body of knowledge 12.2.3 The Social Innovation Journey 12.2.4 The contribution of Service Design 12.3 Social innovation in the Milanese context 12.3.1 Social innovations are dependent on their context and promoters 12.3.2 Social innovations are relational, collaborative, multi-stakeholder and adaptive services 12.3.3 Social innovations are entrepreneurial, conflicting and diversified ventures 12.4 Discussion 13. Service Design in Policy Making by 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 SECTION IV _ Designing for Service, Shifting Economies, Emerging Markets 14. The potential of Service Design as a route to product-service systems by Tracy Bhamra, Andrew T. Walters and James Moultrie 14.1 Introduction 14.1.1 Product Service Systems 14.1.2 Why is PSS increasingly important for manufacturing companies? 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 15. Service Design and the Emergence of a Second Economy by 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 15.4.1 Knowability 15.4.2 Visibility 15.4.3 Materiality 15.5 Designing Digitally-enabled Services 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 Sense Making: translation, visualisation and personalisation 16.3.1 Translation 16.3.2 Visualisation 16.3.3 Personalisation 16.3.4 How does the interaction between Service Design and data effect stakeholders? 16.4 Conclusion 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 17.2.1 Sharing and collaboration beyond social innovation 17.2.2 Makerspaces as sharing-based collaborative services 17.3 Commons as a framework for articulating sharing and collaboration 17.3.1 Commons as a framework 17.3.2 Fabriken as a commons 17.3.3 Dealing with openness, asymmetry and non-consensus in commons 17.4 Infrastructuring as a way of understanding co-designing for and in the sharing and collaboration 17.4.1 Overview of infrastructuring 17.4.2 Infrastructuring in Fabriken: a distributed agenda but yet a crucial role for the designer 17.5 Conclusion 18. CONCLUSIONS Daniela Sangiorgi and Alison Prendiville Bibliography Index