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Information Ecologies: Using Technology with Heart

This paper considers different ways of approaching service design, exploring what professional designers who say they design services are doing. First it reviews literature in the design and management fields, including marketing and operations. The paper proposes a framework that clarifies key tensions shaping the understanding of service design. It then presents an ethnographic study of three firms of professional service designers and details their work in three case studies. The paper reports four findings. The designers approached services as entities that are both social and material. The designers in the study saw service as relational and temporal and thought of value as created in practice. They approached designing a service through a constructivist enquiry in which they sought to understand the experiences of stakeholders and they tried to involve managers in this activity. The paper proposes describing designing for service as a particular kind of service design. Designing for service is seen as an exploratory process that aims to create new kinds of value relation between diverse actors within a socio-material configuration. This has implications for existing ways of understanding design and for research, practice and teaching.

Designing for Service as One Way of Designing Services

This article examines the use of three service design methods in exploring complex public service systems. The methods used were the persona technique, mapping techniques in collaborative design workshops, and observations supplemented by group discussions. In their application to a university service, it was found that through their user-centred and collaborative approach, the service design methods assisted in the analysis of user experiences, including critical incidents, within the service system. It was also identified that user co-production formed the core of the service system and its processes, which highlights the need to actively involve users in public service design projects.

Designing public services: the usefulness of three service design methods for identifying user experiences

Current trends in service design research include case studies and similar approaches that aspire to reveal what the practice of service design looks like. The understanding of how service design i ...

/pdf/service-prototyping-according-to-service-design-522z71sh6h.pdf

Service Prototyping According to Service Design Practitioners

Designs in Nature

Designing for Services - Multidisciplinary Perspectives: Proceedings from the Exploratory Project on Designing for Services in Science and Technology-Based Enterprises

Designing for Services - Multidisciplinary Perspectives: Proceedings from the Exploratory Project on Designing for Services in Science and Technology-based Enterprises, Saïd Business School

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Designing for Services - Multidisciplinary Perspectives: Proceedings from the Exploratory Project on Designing for Services in Science and Technology-Based Enterprises

Designing for Services - Multidisciplinary Perspectives: Proceedings from the Exploratory Project on Designing for Services in Science and Technology-based Enterprises, Saïd Business School