Service Design

The Sociolinguistics of Call Centers: a conceptual approach

by Milward Abadía

Service Prototyping in Action

by Satu Miettinen

In Touchpoint Journal, Service Design Network

Service prototyping has been a valuable method in service development for Nokia, UNICEF, Lappset group and many other... more Service prototyping has been a valuable method in service development for Nokia, UNICEF, Lappset group and many other companies. SINCO, (Service Innovation Corner) is a prototyping lab for service and interaction design at the University of Lapland. SINCO lab has worked with the above companies, focusing on prototyping new solutions for their service journeys, user interfaces and overall product experience.

PROGETTARE SERVIZI. ELETTROTRENO REGIONALE MONOPIANO PER ANSALDO BREDA. LA QUALITÀ PERCEPITA DAGLI UTENTI.

by Raffaella Fagnoni

La ricerca si sviluppa a partire dall’esigenza espressa da Ansaldo Breda di presentare un nuovo modello di... more La ricerca si sviluppa a partire dall’esigenza espressa da Ansaldo Breda di presentare un nuovo modello di Elettrotreno per il trasporto regionale e suburbano, sulla base di un sistema strutturale già definito, da attrezzare ed allestire per la produzione e la messa in servizio prevista per il 2015.
La situazione dei mezzi e del servizio attuale manifesta palesemente un forte disagio dell’utenza e dunque il
bisogno di ripensare non solo spazi ma un sistema di fruizione adeguato alle esigenze del vivere contemporaneo, in cui la mobilità, la comunicazione, le modalità di relazione, le tipologie di utenza si sono evolute senza di fatto trovare riscontro nella tipologia di mezzi e servizi in circolazione.
Allo staff interno all’Azienda (Settore Progettazione) si affianca un team di ricerca dell’Università di Genova, Dipartimento di Scienze per l’Architettura, settore Design.
Due sono gli obiettivi principali della ricerca:
1. la costruzione di uno scenario di riferimento riferito ai bisogni dell’utenza per il servizio treni regionali esuburbani.
2. lo sviluppo di concept di progetto innovativi e capaci di rispondere ai bisogni evidenziati.
Il tema del viaggio in treno coinvolge sia le problematiche legate alla sostenibilità che quelle legate all’offerta e alla qualità dei servizi pubblici. L’analisi storica e contemporanea dei vagoni passeggeri si confronta con i frequenti disagi percepiti dall’utenza sugli attuali servizi offerti, elaborati attraverso indagini a più livelli, proponendo nuovi modelli concettuali di fruizione non solo degli spazi di viaggio ma del servizio stesso.

PROGETTARE SERVIZI. ELETTROTRENO REGIONALE MONOPIANO PER ANSALDO BREDA. LA QUALITÀ PERCEPITA DEGLI UTENTI.

by Raffaella Fagnoni

Exploring Overlaps and Differences in Service Dominant Logic and Design

by Katarina Wetter Edman

Beyond FMEA: The Structured What-If Technique (SWIFT)

by Alan Card

Card AJ, Ward JR, Clarkson PJ. Beyond FMEA: The Structured What-If Technique (SWIFT). Journal of Healthcare Risk Management. 2012;31(4):23-9.

If you would like a copy of the final published version of this paper, and do not have access to the Journal of Healthcare Risk Management, feel free to write me at: alan.j.card [at] gmail.com.

Although it is probably the best-known Prospective Hazard Analysis (PHA) tool, Failure Mode and Effects Analysis... more Although it is probably the best-known Prospective Hazard Analysis (PHA) tool, Failure Mode and Effects Analysis (FMEA) is far from the only option available. This paper introduces one of the alternatives: The Structured What-If Technique (SWIFT). SWIFT is a flexible, high-level risk identification technique that can be used on a standalone basis, or as part of a staged approach to make more efficient use of bottom-up methods like FMEA.

In this paper we describe the method, assess the evidence related to its use in healthcare using a systematic literature review, and suggest ways in which it could be better adapted for use in the healthcare industry. Based on the limited
evidence available, it appears that healthcare workers find it easy to learn, easy to use, and credible. Especially when used as part of a staged approach, SWIFT appears capable of playing a useful role as component of the PHA
armamentarium.

Sustainability of Public Health Programs

by Alan Card

Card AJ. Sustainability of Public Health Programs. American Journal of Public Health. 2012;102(5):776-777.

http://ajph.aphapublications.org/doi/abs/10.2105/AJPH.2011.300498

The participatory technique of “Technology Probes”: a case study in Burkina Faso

by Giovanni Innella

co-authored with Franco Papaeschi and Valentina Nisi

This paper describes a project introducing a group of young adults from Ouahigouya, Burkina Faso, to the potential... more This paper describes a project introducing a group of young adults from Ouahigouya, Burkina Faso, to the potential uses of Internet services, discovering how these services would impact and possibly change different aspects of their daily lives. Resisting a top-down or technology driven approach, the team adopted a participatory design approach in order to create a more meaningful training course. Technology Probes were introduced in order to understand to what extent freely available Internet service would fit into the local context and what new services and technologies could be generated in accordance to that.

Successful Risk Assessment May Not Always Lead To Successful Risk Control: A Systematic Literature Review of Risk Control after Root Cause Analysis

by Alan Card

Alan J. Card, James Ward, P. John Clarkson. Successful Risk Assessment May Not Always Lead To Successful Risk Control: A Systematic Literature Review of Risk Control after Root Cause Analysis. Journal of Healthcare Risk Management. 2012;31(3):6-12.

Root cause analysis is perhaps the most widely used tool in healthcare risk management, but does it actually lead to... more Root cause analysis is perhaps the most widely used tool in healthcare risk management, but does it actually lead to successful risk control? Are there categories of risk control that are more likely to be effective? And do healthcare risk managers have the tools they need to support the risk control process? This systematic review examines how the healthcare sector translates risk analysis to risk control action plans and examines how to do better. It suggests that the hierarchy of risk controls should inform risk control action planning and that new tools should be developed to improve the risk control process.

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Wiley's copyright policies do not allow me to post the published version of the paper, but they do allow me to send out individual copies. So if you don't have access to the Journal of Healthcare Risk Management and would like a copy of this article, please email me at:
alan [dot] j [dot] card [at] gmail [dot] com

Customer experience modeling: designing interactions for service systems

by Jorge Teixeira

Different views: including others in participatory health service innovation

by Simon Bowen

BOWEN, Simon, DEARDEN, Andy, WOLSTENHOLME, Dan and COBB, Mark (2011). Different views : including others in participatory health service innovation. In: BUUR, Jacob, (ed.) PINC 2011 : Participatory innovation conference 2011, 13-15 January, 2011, Sonderborg, Denmark. Sonderborg, University of Southern Denmark, 230-236.

We describe our experiences employing experience-based design (EBD) to improve an outpatients health service in the UK... more We describe our experiences employing experience-based design (EBD) to improve an outpatients health service in the UK and discuss the impacts of incorporating the voices of those not directly using or working within the service. We suggest that such new perspectives, experiences and expertise may enable the development of service innovations outside patients’ and staffs’ conceptual space of problems/solutions, but can affect the ownership and agency within the change project. To conclude, we propose a balance between accomplishing change and creating the self-belief to achieve it.

Design led service improvement for older people

by Simon Bowen

WOLSTENHOLME, Dan, COBB, Mark R, BOWEN, Simon, WRIGHT, Peter and DEARDEN, Andy (2010). Design led service improvement for older people. Australasian Medical Journal, 3 (8), 465-470.

In the UK outpatient services are a major element of the health service for older people and large numbers are... more In the UK outpatient services are a major element of the health service for older people and large numbers are requested to attend hospital-based outpatient clinics. However, it has been reported that outpatient clinics have fallen behind improvements in inpatient and primary care and they are seldom the focus of the patient-centred quality agenda that promotes personalised care. Significant proportions of older people fail to attend their appointments and there are few studies into the experience of older patients using outpatient services.

In this paper we report on a design-led service improvement project that involved older people using a medical outpatient service and its staff. The project was facilitated by an interdisciplinary user-centred healthcare design team consisting of designers, technologists and health professionals formed to develop new participatory design methodologies and translate design thinking and practices into health services.

A significant finding of the project is that an outpatient service extends beyond both the clinical encounter and the physical extent of the building, with many touchpoints before and after an appointment, such as confirmation letters, journeys and wayfinding, and staff interactions. These significant interfaces and interactions constitute critical factors in the experience of patients and staff and impact upon the ability of the service to perform its clinical role.

We argue that through the deep engagement, achieved by capturing the lived experience of patients and staff, the clinic can be reconceived and reconstructed from a user perspective and thus improve its clinical effectiveness and enhance the quality of its service. We discuss the benefits and practicalities of using an experience-based approach to service improvement in health care, and we describe the improvements and changes co-produced with the users of this outpatient system.

Participatory healthcare service design and innovation

by Simon Bowen

BOWEN, Simon, DEARDEN, Andy, WRIGHT, Peter, WOLSTENHOLME, Dan and COBB, Mark (2010). Participatory healthcare service design and innovation. In: BODKER, K, BRATTETEIG, T, LOI, D and ROBERTSON, T, (eds.) PDC '10 Proceedings of the 11th Biennial Participatory Design Conference. ACM International Conference Proceeding Series . New York, ACM Press, 155-158.

This paper describes the use of Experience Based Design (EBD), a participatory methodology for healthcare service... more This paper describes the use of Experience Based Design (EBD), a participatory methodology for healthcare service design, to improve the outpatient service for older people at Sheffield Teaching Hospitals. The challenges in moving from stories to designing improvements, co-designing for wicked problems, and the effects of participants' limited scopes of action are discussed. It concludes by proposing that such problems are common to participatory service design in large institutions and recommends that future versions of EBD incorporate more tools to promote divergent thinking.

Towards Modeling the Value of a System’s Production – Matching DEMO and e3Value

by Joao Pombinho

Presented at 6th International Workshop on Value Modeling and Business Ontology (VMBO 2012), 20-21 February, Vienna, Austria

This paper presents an alignment between two ontologies, DEMO and e3Value, with the aim of bridging the semantic gap... more This paper presents an alignment between two ontologies, DEMO and e3Value, with the aim of bridging the semantic gap between Value Modeling and Enterprise Ontology. DEMO contributes with a theory and method for designing and engineering enterprises. e3Value contributes with the notion of purpose through value semantics and system context. The ontology matching effort was guided to address three common concern areas: Demand/Offer definition, Actor and Transaction. The resulting ontology includes shared core concepts and introduces positive constraints which, we argue, improve system development efforts by combining two relevant and complementary approaches.

Designing user interactions and experiences: The terminology of User Experience Design and related areas

by David Smehlik

The thesis is unfortunately in czech language only.

This thesis discusses terminology used in the area of designing user interactions and experiences, an area influencing... more This thesis discusses terminology used in the area of designing user interactions and experiences, an area influencing our everyday lives. To be specific, it focuses on five selected fields: user experience design, interaction design, user interface design, user-centered design and human-computer interaction. The reason for this selection is a confusion in terminology caused by mutual substitutions of the terms and their insensitive misinterpretation. In five individual chapters, the paper clarifies what exactly each term describes and where its boundaries are. With the help of examples illustrating improper application of the terms, we identify the discrepancies between different ways of employing them and try to formulate probable causes of it. Every chapter contains a comparison of the fields and an attempt to devise a Czech equivalent for the term concerned. Throughout the thesis we stumble across additional terms from the same milieu such as empathic design, non intentional design, service design and others. The paper also provides wealth of relevant context and background information.

Innovating User Value: The Interrelations of Business Model Innovation, Design (Thinking) and the Production of Meaning – A Status-quo of the Current State of Research

by Jan Schmiedgen

Masters Thesis - 2011

We live in a hyper-competitive world, where whole industries either shift towards services or become obsolete due to... more We live in a hyper-competitive world, where whole industries either shift towards services or become obsolete due to new market entrants, technologies or even social practices. A world, where permanent interactions with customers, fast time-to-market, and the ability to innovate »right« (e.g. the right thing or value) are the key to corporate success. On that score the business sphere isn't getting tired of emphasizing the need for strategic innovation (which means »creating superior customer value«, business model innovations or even the disruption and creation of new markets).

This paper uncovers some of the often overlooked links of design (design thinking, design- driven innovation and service design) to strategic innovation through the lens of »customer value«. It will do so by ...

1) Disenchanting the big corporate rhetoric on above claims by showing that prevailing and too one-sided understandings of strategy and innovation, rather reinforce than escape old industry paradigms.

2) Examining designs still undervalued contributions to strategy-making by approaching business challenges with a user/value-centric and radical service logic.

3) Showing that every dimension of strategic innovation culminates in the concept of perceived user value and meaning, which gets reviewed in detail (dimensions, forms, proper- ties), especially with regards to constructing value propositions.

4) Arguing that the current service design and business model innovation discourses cannot be negotiated separately, as they may be good methodological complements.

So when speaking about the innovation of value for the customer, the paper argues, the above stated and seemingly separated fields intersect. Therefore their most apparent systemic connections and the facilitation of value creation by design are outlined and discussed.

The Dynamics and Evolution of the Service Marketing Literature: 1993–-2003

by Olivier Furrer

Olivier Furrer and Pierre Sollberger
Service Business
Volume 1, Number 2, 2007, pp. 93-117

This article analyzes service research published in marketing journals between 1993 and 2003. Two levels of analysis... more This article analyzes service research published in marketing journals between 1993 and 2003. Two levels of analysis of the dynamics and evolution of the service marketing literature are distinguished: first, the dynamics of specific themes of the service marketing literature, and second, the structural evolution of these themes. Through a content analysis, we study the dynamics of individual themes in the service marketing literature as well as the relationships between these themes. Multiple correspondence analysis provides maps of themes and of the most frequent contributors, and a framework to track the structural dynamics and structural evolution of this literature over time. An evaluation of past predictions about the dynamics and evolution of service research is also provided with a discussion of its future.

From Communication Design to Activity Design

by Daniela Sangiorgi

Maffei S., Mager B. and Sangiorgi D., Innovation through Service Design. From Research and Theory to a Network of Practice. A users’ driven perspective, Joining Forces Conference, 21-23 September, Helsinki, 2005

by Daniela Sangiorgi

This paper wants to deepen the peculiarity of the service economy and of its innovation modes in order to investigate... more This paper wants to deepen the peculiarity of the service economy and of its innovation modes in order to investigate and propose a strategic role for design research and education. The basic question is if we can create innovation through services development and how Service Design can contribute to the definition of a renewed and integrated innovation model and approach.

To validate this statement in particular the authors refers to an emerging discipline, Service Design, that was born in the early 90’s (Manzini, 1993; Erlhoff et. al., 1997) starting from the awareness of the lack of an organic and autonomous design culture in contrast with the dominant economic vision of service sector and the consequent demand for more conscious design shapes. This intuition opened a new experimental and research area that have been framed by PhD researches (Pacenti, 1998; Sangiorgi, 2004) and further developed within research and educational projects, developing dedicated design tools and methodologies.

The authors describes the evolution of the Service Design research and theory till the recent start up of an international Service Design Network and illustrate the potentials of a complete multidisciplinary and integrated Service Design approach for the innovation and competitiveness of service industries and institutions.

Social Innovation and New Industrial Contexts: Can Designers “Industrialize” Socially Responsible Solutions?

by Nicola Morelli

Many years ago, Viktor Papanek urgently called for a radical revision of the design profession, based on an... more Many years ago, Viktor Papanek urgently called for a radical revision of the design profession, based on an exploration of new territories outside the market oriented logic. For many years Papnek’s call was ignored, but the problems he emphasised became more and more evident. Globalisation requires industrial production to adopt complex strategies that mix action at the global and the local level. While industrial production is globalising, local needs are becoming more and more complex, generating demand patterns and opportunities, often ignored by the mainstream market-oriented perspective. Papanek’s proposal was revived some years ago, with the Common Ground conference. Starting from this event, other contributions were proposed that revised the relationship between designers and their main clients and found new methodological approaches. This debate represents the theoretical and logical framework for this paper. An investigation is proposed, beyond the traditional links between design and industry, emphasising new insights on the changes in the social role of industrial production. Furthermore the paper proposes a methodological exploration to help designers focusing on new actors and new perspectives in search for possible convergences between the logic of socially responsible design and the contribution of the industrial culture.