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- Blomkvist, Johan, 1978-, et al.
(author)
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Service Design Research : Yesterday, today and tomorrow
- 2010. - 1
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In: This is Service Design Thinking. - Amsterdam : BIS Publishers. - 9789063692568 ; , s. 308-315
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Book chapter (other academic/artistic)abstract
- How to design and market services to create outstanding customer experiencesService design thinking is the designing and marketing of services that improve the customer experience, and the interactions between the service providers and the customers. If you have two coffee shops right next to each other, and each sell the exact same coffee at the exact same price, service design is what makes you walk into one and not the other. Maybe one plays music and the other doesn't. Maybe one takes credit cards and the other is cash only. Maybe you like the layout of one over the other, or one has more comfortable seating. Maybe the staff at one is friendlier, or draws fun shapes on the top of their lattes. All of these nuances relate to service design."This Is Service Design Thinking" combines the knowledge of twenty-three international authors and even more online contributors from the global service design community and is divided into three sections: Basics: outlines service design thinking along five basic principlesTools: describing a variety of tools and methods used in Service Design ThinkingCases: vivid examples for the introduced fundamentals with real-life case studies from 5 companies that did inspiring projects within the field of Service DesignAt the end, a one-page "Customer Journey Canvas" is included, which can be used to quickly sketch any service on a single sheet of paper--capturing different stakeholder concerns: e.g. customers, front-line staff and management.
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- Segelström, Fabian, 1982-
(author)
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Service Design Mini-dictionary
- 2012
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In: Service Design and Tourism. - Norderstedt : Books on Demand. - 9783848216307 ; , s. 132-133
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Book chapter (other academic/artistic)abstract
- The field of design has changed completely during the past. Previously, design was seen as a profession that operates in specialist areas such as graphic design, product design, and fashion design; during the last 10 years it changed its scope from ‘Design Centred Design’ to ‘User Centred Design’. As such, and building on the service-dominant logic and services marketing, service design goes beyond designing artefacts and is argued to be no longer limited to the design of tangible products only, but also designs complex and interactive service processes and ecosystems. These developments lead to the emergence of ‘service design’, a multidisciplinary and systematic approach, which can cope with the functionality and complexity of services by visualizing their systems and processes as well as by placing the client at the heart of the process.
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- Segelström, Fabian, 1982-
(author)
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Stakeholder Engagement for Service Design : How service designers identify and communicate insights
- 2013
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Doctoral thesis (other academic/artistic)abstract
- Service design is a field emerging from the new-found interest in services as a design material by practitioners and academics of the human-centred design tradition. As such, the field can build on the knowledge from previous work in design as well as in service research. Introducing a new design material may however also introduce new challenges to practice. The research presented in this thesis investigates how the design research phase of the human-centred design process is affected by making services a design material. How users, staff and other stakeholders are involved in service design projects was studied in four studies. Two studies focused on getting a holistic view of how service designers engage stakeholders in their design research. The methods used for these two studies were interviews in one case and participatory observation in the other. The two remaining studies focused on specific aspects of the stakeholder engagement process. One compared how designers and anthropologists approach ethnography, whereas the second investigated the communicative qualities of service design visualisations. It is argued that service design is a stakeholder-centred design discipline. The tools used in service design are to a large extent borrowed from other qualitative research traditions, but design-specific tools do exist. The information gathered with the tools for stakeholder engagement is then transformed into insights through analysis and synthesis. These insights are visualised to provide easily accessible representations of service situations. The final section of the thesis identifies challenges ahead for service design practice, based on the findings of the thesis and based on existing theoretical frameworks for the discipline.
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- Segelström, Fabian, 1982-
(author)
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Understanding Visualisation Practices : A distributed cognition perspective
- 2012. - 1
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In: Service Design with Theory. - Vantaa, Finland : Lapland University Press. - 9789524845519 - 9789524845878 ; , s. 197-208
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Book chapter (other academic/artistic)abstract
- The book presents discussions and debates from three distinct areas of service design research: societal change, value co-creation and development of service design. User participation can change society, and service design can contribute to this change. The service design approach provides tools for engaging the citizen and policy design. Service design plays a role in value co-creation and innovation processes. This role is more strategic than it is merely operative. Service design is establishing itself as a discipline. This debate includes a strong multi-disciplinary approach and the research and development of service design methods. The book includes chapters from top service design authors (Daniela Sangiorgi, Stefan Holmlid, Andy Polaine, Nicola Morelli etc.) and interesting case studies (Arne Van Oosterom and Tim Schuurman from Designthinkers and Erik Widmark and Emma Johansson from Transformator etc.) from design consultancies and researchers.
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