1. |
- Overkamp, Timothy, 1987-, et al.
(författare)
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Resource integration as a perspective on value in interaction design
- 2018
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Konferensbidrag (refereegranskat)abstract
- Service-dominant logic (SDL) is a theoretical framework that has impacted the development of service design. Resource integration, a core concept in SDL, provides a distinctive perspective that changes the perception of value in situations of interaction. In this paper, we explore the implications of applying the resource integration view on interaction in the context of an illustrative design project. We argue that considering the resources of each actor in a design situation elevates the discussion towards a more strategic level of service and value creation. Through the example, we draw implications of utilising this perspective in specifying, positioning and shaping interactions in the system to provide value for different actors.
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2. |
- Malmberg, Lisa, 1982-, et al.
(författare)
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Service design as a transformational driver toward person-centered care in healthcare
- 2019
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Ingår i: Service design and service thinking in healthcare and hospital management. - Cham, Switzerland : Springer Nature. - 9783030007485 - 9783030007492 ; , s. 1-18
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Bokkapitel (övrigt vetenskapligt/konstnärligt)abstract
- Increasingly, healthcare systems around the globe are looking to transition toward person-centered models of care. However, how to effectively support this complex transition is not clear. Here we forward service design as a key driver to aid in catalyzing this transformation. In this chapter, we integrate literature on service design (SD) and person-centered care (PCC) to better understand how a SD approach can aid in the transition toward PCC. Synthesized from existing literature, this chapter offers a framework for transitioning from the biomedical model toward PCC, highlighting key changes across four dimensions: contexts, roles, processes, and outcomes. We then show the alignment between PCC and SD across these dimensions and elucidate how SD can help to catalyze related changes with the support of specific methods. In doing so, this chapter offers a guide for healthcare practitioners looking to use SD to support the transformation toward PCC and builds a platform for future research at the intersection of SD and PCC.
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3. |
- Rodrigues, Vanessa, 1987-, et al.
(författare)
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A Designerly Approach to Exploring Disruptions in Service : Insights from Employing a Systems Perspective
- 2021
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Ingår i: International Journal of Design. - Taipei, Taiwan, Republic of China : National Taiwan University of Science and Technology * Graduate Institute of Design. - 1991-3761 .- 1994-036X. ; 15:3, s. 61-72
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Tidskriftsartikel (refereegranskat)abstract
- Services, and failures associated with it, are nestled in systemic contexts. It is important to understand how disruptions might ripple out in services, as well as how actors influence disruptions and possible failures through their participation, as this can impact value creation. This paper reports the results of an interview study supported by a card mapping tool. The main contribution of this work is its generative methodological approach when exploring service disruptions from a systems lens. Using this method, we classify eight forms of disruption: request, query, hiccup, delay, mistake, flaw, breakdown and the unexpected, and associated systemic activation patterns. We suggest a disruption-activation ripple model and identify five tensions in responding to disruptions: competing priorities, dealing with difficult others, mismatching expectations, shouldering responsibility, and reluctant assistance. We posit that this generative tool can be used to understand the nature and extent of disruptions in situated service contexts. This understanding can provide direction on how to handle and/or absorb variety emerging in different interactions by clarifying frequency and predictability of certain kinds of disruptions in investigated contexts. We also argue that viewing service disruptions through a systems lens requires the designing of social service infrastructures that support employee relationships.
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4. |
- Rodrigues, Vanessa, 1987-, et al.
(författare)
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Conceptualising touchpoint containers to enhance multi-actor experience
- 2017
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Konferensbidrag (refereegranskat)abstract
- When designing and managing services, customer journey mapping andservice blueprints are often used to described and understand the specificservice. However, in many services, when implemented, actual customerjourneys are intersecting in specific spaces. This paper introduces thetouchpoint container as a strong concept to understand resourceintegration in spaces where touchpoints from different customer journeyshave been collected. We provide an empirical illustration on what atouchpoint container is and highlight the features of such a container.
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5. |
- Rodrigues, Vanessa, 1987-
(författare)
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Designing for Resilience : Navigating Change in Service Systems
- 2020
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Doktorsavhandling (övrigt vetenskapligt/konstnärligt)abstract
- Services are prone to change in the form of expected and unexpected variations and disruptions, more so given the increasing interconnectedness and complexity of service systems today. These changes require service systems to be resilient and designed to adapt, to ensure that services continue to work smoothly. This thesis problematises the prevailing view and assumptions underpinning the current understanding of resilience in services. Drawing on literature from service management, service design, systems thinking and social-ecological resilience theory, this work investigates how service design can foster resilience in service systems. Supported by empirical input from three research projects in healthcare, the findings show service design can contribute to the adaptability and transformability of service systems through its holistic, human-centred, participatory and experimental approaches. Through the analysis, this research identifies key intervention points for cultivating service systems resilience through service design, including the design of service interactions, processes, enabling structures and multi-level governance. The study makes two important contributions. First, it extends the understanding of service systems resilience as the collective capacity for intentional action in responding to ongoing change, coordinated across scales in order to create value. This is supported by offering alternative assumptions about resilience in service. Second, it positions service design as an enabler of service resilience by explicitly linking design practice(s) to processes that contribute to resilience. By extending the understanding of service systems resilience, this thesis lays the groundwork for future research at the intersection of service design, systemic change and resilience.
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6. |
- Rodrigues, Vanessa, 1987-, et al.
(författare)
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Leveraging service design to foster resilience in service systems
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Annan publikation (övrigt vetenskapligt/konstnärligt)abstract
- In a rapidly evolving context, multi-agent service systems need to adapt and respond to change as it occurs. We investigate how Service Design, as a human-centred, transformative and creative approach can support service systems transformation. Our healthcare case study on the utilisation of service design for systemic transformation indicates that collaborative participation and coordination, leadership, ownership, alignment of perspectives and arenas for experimentation are important precursors that foster resilience and support transformations. We reposition service design as an enabler of service system resilience and define systemic resilience as the collective capacity for intentional action in responding to ongoing change, coordinated across scales in order to create value.
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7. |
- Rodrigues, Vanessa, 1987-, et al.
(författare)
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Multi-service touchpoint experience : Variation at single-point of entry
- 2016
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Ingår i: NordiCHI'16 9th Nordic Conference on Human-Computer Interaction, Workshop in conjunction with NordiCHI’16 conference, Gothenburg, Sweden, October 23-27, 2016. ; , s. 1-5
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Konferensbidrag (övrigt vetenskapligt/konstnärligt)abstract
- Many service organizations that run several parallel services in the same physical space often incorporate a reception on their premises. The same goes for a trend in public services, where one-stop shops are being designed, online as well as in office environments. The experience such a “portal” creates depends on how well this portal can adapt. In this instance, the reception as a portal can be seen as a touchpoint in the different services of which it is a part. In this paper we will develop an idea around such a single-point of entry for multi-service touchpoint experiences, based on the concepts of variation and adaptability. This paper introduces the concept of touchpoint containers and draws attention to the coordination across services and adaptability required by such portals.
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8. |
- Rodrigues, Vanessa, 1987-, et al.
(författare)
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Patterns of disruption: diagnosing response mechanisms in actor networks
- 2020
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Ingår i: ServDes.2020 Tensions, Paradoxes + Plurality Proceedings of the ServDes.2020 Conference. - Linköping : Linköping University Electronic Press.
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Konferensbidrag (refereegranskat)abstract
- Service and the contexts in which they occur are undergoing rapid. Failures associated with service also happen in increasingly complex, networked contexts. Such network configurations and exchange relationships are crucial mediators of value cocreation. Therefore, it is important to understand patterns of disruptions in service, and how actors influence possible failures through their participation, as it will impact value creation. This paper reports the results of an interview study conducted using a modified critical incident technique supported by design-driven generative tools. We identify eight patterns of disruption: request, query, hiccup, delay, mistake, flaw, breakdown and the unexpected. The paper also contributes a disruption ripple model, and identifies five tensions in responding to disruptions: competing priorities, dealing with difficult others, mismatching expectations, shouldering responsibility and reluctant assistance. The patterns of disruption provide a more nuanced way of understanding deviating incidents in service situations. The suggested ripple model allows conceptual exploration of focal service providing actor’s network activation when faced with disruptive situations. The identified tensions illustrate the underlying complexities in network relationships and how these tensions might affect the overall response to incidents. We argue that service providing organisations need to address the development of relationships to support beneficial value outcomes. This paper also methodologically contributes with a modified Critical Incident Technique augmented with a generative actor mapping activity.
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9. |
- Rodrigues, Vanessa, 1987-, et al.
(författare)
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Perceived Action Potential : A strong concept in development
- 2018
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Ingår i: ServDes2018. Service Design Proof of Concept, Proceedings of the ServDes.2018 Conference, 18-20 June, Milano, Italy. - Linköping : Linköping University Electronic Press. - 9789176852378 ; , s. 1162-1174
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Konferensbidrag (refereegranskat)abstract
- Service encompasses multiple interaction processes among many different actors. Comprehending the subtleties of what drives actors resource integration activities could therefore be valuable when designing for service. However, these nuances are not necessarily always captured in early representations such as prototypes of service due to variation in individual interpretation of situations. This paper draws on strong concepts from interaction design as a generative intermediate-level form of knowledge, to conceptualise perceived action potential (PAP) as a strong concept through the use of illustrative examples. PAP refers to the subjective interpretation of an individualï¿œs (own) scope of action in new or unforeseen situations. This paper elucidates the implications of PAP for service design and suggests future research opportunities. In introducing strong concepts to service design, it also translates how strong concepts might be identified and subsequently constructed in service design research in order to aid practice.
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10. |
- Rodrigues, Vanessa, 1987-, et al.
(författare)
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Shaking Up the Status Quo in Healthcare : Designing amid conflicting enacted social structures
- 2016
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Ingår i: Proceedings of Relating Systems Thinking and Design (RSD5) 2016 Symposium. Toronto, Canada, October 13-15, 2016. - : System Design. ; , s. 1-10
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Konferensbidrag (refereegranskat)abstract
- There is a growing interest in how design can be used to spark change within incumbent social systems. However, the challenges of cultivating this change from the inside and how they might be overcome through design efforts have not been sufficiently addressed in design literature. This paper uses structuration theory and enactment of structures to reflect on the tensions that actors embedded within social systems face when designing. Through a case study of a service design initiative in healthcare, the authors highlight the role of design in enacting new structures that conflict with the status quo within social systems. The authors also discuss the importance of shifting mindsets to encourage systemic change. The paper concludes by outlining opportunities for future research that can help to better equip actors to enact change in social systems through design.
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