Service Design Research Papers - Academia.edu (original) (raw)

Service Design is about creating a desirable end to end experience for service-users. Participatory design involving service-users and stakeholders is an established paradigm in service design. There are constraints as well as opportunities while designing for organizational services. The Participatory design paradigm is appropriate in this context, however, the traditional participatory design methods have limitations and need to be adapted to overcome the constraints and leverage the enablers. The suggested approach comprises the aspects: a mix of tacit and explicit knowledge, synchronous and asynchronous working, full and partial participation, and a mix of ‘lite’ and in-depth application of design methods, and leveraging the knowledge externalization techniques. This service design case study is about high-touch hiring and joining experience of new entrants in a large IT organization. The outcomes confirm the benefits of the proposed approach suggesting its appropriateness for d...

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- Sociology, Participatory Design, Service Design

Nothing stands still. Technology evolves dramatically, customer needs keep changing, and new industries emerge. To forge ahead in this highly competitive landscape, businesses increasingly rely on service and service products to create and capture value. The Essentials of Services Marketing, Second Edition is written in response to this global transformation of our economies to services.

Dive into articles, comics, inspirations and provocations on the "The Future of Service Design" generated by conversations with the global service design community and many pioneers and experts. Discover the emerging issues for the still young, yet mature practice. Enjoy the playful and manifold perspectives and browse through this landscape of highly relevant prospects.

- by Birgit Mager and +4
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- Business, Ethics, Education, Technology

The main aim of this thesis is to examine wicked problems (WPs) as service design challenges. There is an ongoing debate in the field about designers’ tendency to oversimplify WPs or complexities. Along with this is another question about the tools, methods and strategies for dealing with these problems as design tools and methods were created for relatively simple problems. According to some authors, WPs should be tamed with the tools designed for them, otherwise the process can be painful. Parallel to this, there seems to be lack of knowledge about WP theory within the design field.
Three sub-studies will answer different questions raised by the research gaps and problematisation exposed in the service design and design fields. Sub- study I seeks to fill the research gap of WPs in the service design field through a systematic literature review and by exploring how the two areas relate and what the role of service design in WPs is. Through a desktop literature review, sub-study II investigates the existing tools and strategies to deal with such problems and how service design can benefit from these tools and strategies. Sub-study III applies one of the selected tools (Mess MapTM) in a participatory action research case study by investigating the tool’s advantages and disadvantages in the service design context.
The three sub-studies further clarify the relationship to and role of service design in WPs. The sub-studies point to the research gaps and aim to fill them by providing not only theory, but also practice. The main contribution is the “Iceberg Model of Design Problems” from sub-study I, which was created to aid service designers and those from other design fields related to WPs, such as Transition Design, social design and design for sustainability, in comprehending different levels of complexities. The study also recognises how the borders between disciplines are becoming blurred. This model will aid in approaching each problem level with tools designed for them and help designers embrace the correct mindset or approach. The studies indicate that a collaborative strategy is a key element in dealing with WPs. This thesis argues that moving towards a worldview of complexities within an interpretive (constructivist) paradigm can be essential in dealing with wicked and more complex problems.
The thesis aims to stimulate change in how WPs are approached in the service design field in order to better embrace WPs. It also questions the current funding instruments for research because WPs require more extensive development, possibly lasting for decades, and thus can be difficult to handle simply as research projects. WP development in service design also needs long- term policy-making and collaborative strategies. Finally, the study continues the current academic conversation about how we need to give new students the capacities needed to tackle WPs in the design field.

- by Mari Suoheimo
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- User Experience (UX), Service Design, Collaboration, Complexity
- by Marina Parente
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- Engineering, Action Research, Service Design, Local Development

In recent times, globalization has brought us not only new opportunities but also new challenges. The theme of innovation has become a mandatory topic for all industries—it has become a focal point for the enterprise, society, and the world. The goal of innovation is to create business value by developing worthwhile ideas into a customer-centric marketable reality. This, for most

- by Jay Lee
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- Engineering, Service Design, Product Service System, Product innovation

Um dos grandes desafios da administração pública é a demanda crescente da população por intervenções e serviços cada vez mais eficazes e inovadores, buscando soluções para os problemas já existentes e antecipando respostas para problemas futuros. Embora avanços no âmbito da Política de Atendimento ao Cidadão tenham sido observados no Governo do Estado de Minas Gerais nas últimas décadas, muitos desafios ainda são impostos aos gestores para que sejam efetivamente oferecidos serviços de qualidade ao cidadão. Entre os vários métodos e técnicas disponíveis para se trabalhar com os problemas complexos do campo de públicas tem se destacado internacionalmente a abordagem do design de serviços, apontada como capaz de melhorar os serviços a partir do emprego de processos e técnicas que priorizam a cocriação e a perspectiva dos usuários. Nesse contexto, o presente trabalho buscou adaptar métodos e ferramentas do design de serviços à gestão pública estadual, aplicando-os por meio de estudo de caso nas Unidades de Atendimento Integrado e analisando a contribuição de tal abordagem para a inovação na oferta dos serviços públicos e consequente melhoria da qualidade de vida dos cidadãos mineiros. Para tal, adotou-se uma abordagem qualitativa aplicada composta por pesquisa bibliográfica e documental, observação participante e design participativo. Constatou-se que, a partir da aplicação dos conhecimentos, capacidades e habilidades do designer, desempenhando os papéis de pesquisador, facilitador e cocriador, foi possível identificar gargalos e deficiências na prestação dos serviços, bem como mapear as possibilidades de melhorias nos processos e nos pontos de contato. Ainda, a pesquisa ofereceu subsídios aos profissionais da administração pública no emprego do design de serviços para o (re)desenho de políticas públicas sob a perspectiva do usuário, notadamente aquelas de atendimento ao cidadão.

- by Gabriella N . F . N . Pinto
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- Public Administration, Design, Service Design, Public Services

Technology is playing a significant role in shaping the future of design. We are moving fast into a digital era where Artificial Intelligence, Machine Learning, Deep Learning, Big Data, the Internet of Things, Blockchain, Spatial Computing, and several other technologies are becoming part of the designers' lexicon. The designers' roles are evolving, and the touchpoints they need to consider are growing in complexity. Integrating AI developments with User-centered Design and User Experience Design is becoming a challenging task. Motivated by this, we reviewed the literature to understand how AI is shaping the way designers think about their process and how they design for AI arti-facts. This research was important for evidencing how designers are adapting their mindsets, skills and knowledge to address these new technological possibilities. The overall search was conducted on ACM Digital Library, Google Scholar, and Springer, for publications about design and AI. The work identifies promising research clusters in the crossroads of Intelligent Systems, Human-Computer Interaction and Design, but few studies were found with concrete guidance on how to design for AI-driven services. By mapping the current literature on AI and Design, we contribute to a broad understanding of how current design methods need to adapt when interactions become living ecosystems and represent complex trade-offs to the designers. Therefore, new principles for human-AI interaction are becoming urgent to study.

- by Guido Amendolaggine
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- Computer Science, User Experience (UX), Service Design, Industrial Design

In recent years, the way corporates innovate has changed significantly. Going from 'behind closed doors' innovation to open innovation where collaboration with outsiders is encouraged, companies are in the pursuit of more effective ways to accelerate their innovation outcomes. As a result, many companies are investing to create more entrepreneurial environments, which not only empower employees to proactively propose and test new ideas, but also reach beyond company walls to involve many others in the co-creation of new solutions. In this paper, we outline the most notable benefits of hackathons from the perspective of large organizations, and present the benefits and a methodology for organizing hackathons, ie. competition-based events where participants work in small teams over a short period of time to ideate, design, rapidly prototype and test their ideas with a user-centric approach to solve a determined challenge. This paper also provides a brief insight into the CEMEX Hackathon, which was organized following the aforementioned methodology.

- by Matic Golob
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- Business, Entrepreneurship, Service Design, Management of Innovation

- by Renita Niemi
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- Service Design, Urban Development, Citizen engagement, Uban Planning & Design
- by Miyoung Jeong
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- Marketing, Service Design, Hospitality Management, Service Quality

According to some reports, up to 70% of change initiatives fail in organizations, in part because there is a lack of knowledge about methods of service design and service implementation. Sustainable product-service system (S.PSS) designers also face particular problems during the implementation process. One of the reasons that cause this is because they spend more time planning and generating ideas, but devote little energy in the implementation phase. Some frameworks and concepts from other disciplines are at hand to help designers to increase the chances of success implementing S.PSS projects.

With new design disciplines that challenge the borders of design practice and inquiry comes new possibilities for prototyping techniques and approaches. The basis for such an evolution is a firm understanding of the existing knowledge generated in design and the challenges posed by new design disciplines, such as service design. This study identifies a framework of perspectives for prototyping to reveal what the existing toolbox of prototyping contains based on a literature overview. Going through published literature ...

- by Johan Blomkvist and +1
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- Human Computer Interaction, Design, Service Design, Prototyping
- by Prof. Dr. Anita Zehrer
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- Service Design

We present the design of the Snackbot, a robot that will deliver snacks in our university buildings. The robot is intended to provide a useful, continuing service and to serve as a research platform for long-term Human-Robot Interaction. Our design process, which occurred over 24 months, is documented as a contribution for others in HRI who may be developing social robots that offer services. We describe the phases of the design project, and the design decisions and tradeoffs that led to the current version of the robot.

- by Min Kyung Lee and +1
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- Human Computer Interaction, Service Design, Industrial Design, Interaction Design

This paper describes work in progress for the development of a structured process that helps crossfunctional development teams to bridge the gap between a company’s brand strategy and experiences for customers. The process is aimed to assist and structure the very early stages of the service development process, the fuzzy front end. Further, it describes a tool that has been developed that can be used to assist this transformation, by scoping the ‘target experience’ for a proposed service. The tool uses role-playing, using professional actors to improvise upon key experience words such that behaviours and customer experiences are explored. The paper describes the theoretical basis for this work, the process and the tool itself, together with early reflections upon its use.

- by Simon Clatworthy
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- Business, Design, Brand Management, Service Design

Despite the recognised need for service design (SD) to understand the complexity in which it intervenes, we are concerned with its desire to fix dynamic configurations through a dominant instrumentalized worldview. We critique the journey map – an iconic method in SD – as one illustration of this fixing tendency in order to highlight how nuanced details are sometimes designed out and argue why such omission is ethical and political. In contrast, following feminist theory, we ground our accounts of practice to argue that service ecologies are situated and continually emergent, constituted by the changing configuration of various things. Instead of fixing to make static or finalise, we use freezing as a temporary state to trace and orientate our movements in a co-design workshop. The similarity of and tension between notions of fixing and freezing is used to call out nuanced differences and attend to the intrinsic, dynamic and temporal nature of service design.

- by Yoko Akama and +1
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- Epistemology, Feminist Theory, Participatory Design, Service Design

Analyzing and designing how service is provided to the customer in a
sustainable supply chain in services is crucial. In this respect, there can be barriers to applying sustainable improvements due to regulations, practices and customer culture. This study is focused on finding the waste produced by the service of one of the biggest Payment Service Provider (PSP) companies in Iran to meet essential needs of the sustainable supply chain. It has been observed that using thermal papers causes environmental problems and even it is hazardous to mix them with normal paper wastes in the recycling process.
Moreover, preventive maintenance of the thermal printers (PM) itself causes a huge number of unnecessary shuttles between the customers and service suppliers, which are a source of CO2 emission, traffic – especially in the capital – and high costs, related to maintenance, for the company. Each maintenance technician is responsible to check the machines in 900 different places (but in the same region) once a month. Thermal papers are the only reason of such waste; therefore, eliminating waste not only can be beneficial in terms of sustainability of the business, but it can also decrease the costs and increase the reliability of the service.

- by Ali Aghazadeh Ardebili and +1
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- Sustainable Transportation, Service Design, Sustainable Development, Service Quality
- by Ivo Dewit
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- Higher Education, Service Design, Student Life, Auxiliary Services

Purpose-Retailers are continuously seeking to improve upon the in-store shopping experience for their customers. The present research aims to examine consumers' responses to one such initiative-the shopper solution-that, despite its growing marketplace prominence, remains largely unexamined in academic literature. Design/methodology/approach-Two studies employed a 2(shopper solution: present vs. absent) between-subjects design. MANOVA and regression analyses were used to test hypothesized relationships. Findings-Findings across two studies reveal that the presence (vs absence) of solutions positively influenced shoppers' perceptions of shopping convenience, as well as their purchase intentions. These favorable effects also extended to the provider in higher word-of-mouth and loyalty intentions. Shopping convenience was identified as the mechanism underlying the impact of solutions, while "smart shopper" self-perceptions were shown to moderate these mediating effects. Practical implications-Shopper solutions represent a low-cost, in-store marketing tactic that enhances shopping convenience. They are easy to implement, result in little to no overhead costs and can benefit both shoppers and retailers. Originality/value-To the best of the authors' knowledge, this research represents the first academic examination of the impact of shopper solutions. The authors identify key mediating and moderating influences of the effects of solutions.

Service contracts bind parties legally, regulating their behavior in the scope of a (business) service relationship. Given that there are legal consequences attached to service contracts, understanding the elements of a contract is key to managing services in an enterprise. After all, provisions in a service contract and in legislation establish obligations and rights for service providers and customers that must be respected in service delivery. The importance of service contracts to service provisioning in an enterprise has motivated us to investigate their representation in enterprise models. We have observed that approaches fall into two extremes of a spectrum. Some approaches, such as ArchiMate, offer an opaque "contract" construct, not revealing the rights and obligations in the scope of the governed service relationship. Other approaches, under the umbrella term "contract languages", are devoted exactly to the formal representation of the contents of contracts. Despite the applications of contract languages, they operate at a level of detail that does not match that of enterprise architecture models. In this paper, we explore and bridge the gap between these two extremes. We address the representation of service contract elements with a systematic approach: we first propose a well-founded service contract ontology, and then extend the ArchiMate language to reflect the elements of the service contract ontology. The applicability of the proposed extension is assessed in the representation of a real-world cloud service contract.

- by Giancarlo Guizzardi and +1
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- Information Systems, Information Systems (Business Informatics), Contracts, Ontology

Manufacturing companies increasingly try to innovate in their offers to consumers by creating more complete solutions that combine product and service components. However, shifting from a product-centric perspective to a solution-oriented perspective is challenging. The present study adopted a design research methodology and built on Service-Dominant logic, integrating the human-oriented perspective of Service Design with an organizational network-oriented perspective of ProducteService System. It creates a new Integrative PSS approach, evolves design models, and provides an application in a manufacturing industry. This paper details how the application supports the design of producteservice system solutions from the exploration to the implementation stages, highlighting the physical evidence of service, and contributes to advance design research at the intersection of PSS and Service Design.

- by Nina Costa and +1
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- Service Design, Design Research, Product-Service Systems, Design Methodology
- by Stefan Holmlid
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- Service Design
- by Alessandro Marcengo
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- Human Computer Interaction, Service Design, User Centred Design, HCI

Service design must negotiate the challenges of intangibility, co-production and temporality in the
design for experience. The field currently uses
tools and concepts such as customer journeys and
touchpoints to assist in this task. However, other
fields have the potential to inform the service
design process as it seeks to focus more and more
upon the customer experience.
Theory relating to the sacred speaks essentially
of the intangible where extraordinary experiences
are co-produced in communities through myths and
time based ritual structures.
This paper undertakes a theoretical comparison between
relevant theory from social science relating
to the discourse on the sacred and theory relating
to service design. The paper demonstrates the
potential for sacred theory to inform service design,
and presents some examples from contemporary
society in which the sacred is evident in service
provision. This shows that there is potential from
combining the two fields as part of the service design
process and delivery, and identifies a potential
to operationalize this theory into new service design
tools. Areas for further research are identified
that can help introduce theory on the sacred, myth
and ritual into service design in a more operational
way.

- by Ted Matthews
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- Service Design, Innovation in Services, Service Innovation
- by Scott McCabe
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- Business, Service Design, Elsevier
- by Jo Ann Duffy
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- Engineering, Operations Management, Service Design, Service recovery

Customer eXperience is a blue print of customer requirements. In this era of heightened competition and volatile global economy, delivering services originating from diverse sources, without satisfying thorough customer experience... more

- by Fabrice Dupuy
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- Computer Science, Distributed Computing, Service Design, Distributed Processing

Geisinger Health System is a physician-led, not-for-profit, integrated delivery system serving an area with approximately 2.6 million people in northeastern and central Pennsylvania with innovative products and services designed to drive higher performance. Geisinger's leaders believe that the organization can simultaneously improve quality, sat- isfaction, and efficiency only by redesigning and reengineering the delivery of care. This philosophy is epitomized by ProvenCare, a portfolio of products (many of which are package-priced) for which care processes have been redesigned to reliably administer a coordinated bundle of evidence-based best practices. Use of the ProvenCare model has improved clinical outcomes while decreasing resource utilization. Fundamental to Geisinger's success are its vision of becoming a national model for care delivery, the lead- ership to achieve that vision reinforced with a performance-based compensation system strategically aligned with specifi...

- by Douglas McCarthy
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- Engineering, Service Design, System Integration, Best practice

As Service Design navigates unchartered territory, maps of all kinds are becoming essential tools for the design process. Maps document the service offering in its current form, celebrating what works and identify challenges. They leverage the agency of visualisation and storytelling to educate, engage and guide internal and external stakeholders along the journey to service innovation. Maps as artefacts are becoming a disruptor for organisations that are accustomed to traditional ways of communicating and allow the voice of the customer to sing in the creation of future strategy and opportunities. Mapping, as a process, is an ideal way to foster co-design and collaboration across hierarchies and institutional sectors. In this way, it operates as a type of ontological design designing back on the organisation that creates it.

- by Sasha Abram
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- Design Methods, Service Design, Design Research, Concept Mapping
- by Moira Fischbacher-Smith
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- Marketing, Brand Management, Service Design, Distribution Management
- by Douglas Maclachlan
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- Service Design, Customer Service Management, Customer Loyalty, Tourism

Template for strategic brand building
The Brand Model Canvas is the second version of a template that allows a holistic view of your brand strategy. Based on Human Centered Design concepts, it starts by analyzing the problems that the brand solves, and triangulates market, user and company data, with a multidisciplinary, collaborative and optimistic

- by Marcelo Nascimento
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- Business, Design, Brand Management, Strategic Brand Management
- by Adang Ridwan
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- Service Design, Literature Review, Case Study, Business Model

Service design is an evolving discipline. Service value is co-created by service providers and their customer. The complex nature of services requires collaboration in a
multidisciplinary team at the design stage itself to create
service systems that lead to a delightful customer
experience. While working in a multidisciplinary team for
service design there is a need to effectively capture the
knowledge of participants from different disciplines and
integrate it in the design process. Team dynamics play an
important role in this context as it is an unconscious,
psychological force that influences the direction of a team’s
behavior and performance. Therefore, there needs to be a
language that serves as lingua franca to improve the
communication and a medium to ensure effective collaboration within a team. It this paper we share our study
of the team dynamics in a multidisciplinary team while
designing for services, and highlight the role of pattern
language as an effective mediating entity.

- by Pramod Khambete and +1
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- Service Design, User Experience Design, Design for Social Impact
- by Janne-Valtteri Nisula
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- Reflective Practice, Service Design, Graphic Design, Design Research
- by Anne Stringfellow
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- Engineering, Operations Management, Service Design, Mathematical Sciences
- by David Hagner and +1
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- Psychology, Criminal Justice, Service Design, Emotional/Behavioral Disorders

Urban development has been studied in recent years, e.g. from the social, economic, ecological, and cultural point of view. However, little investigation has been targeted on citizen engagement with the co-design methods of urban
development. Co-design methods can direct and cultivate habitants’ interests and, as a result of these methods, more suitable places to live can be created.
The co-design is a joint planning process between experts and users. The basic elements in co-design are: participators, purpose, methods, and aim to enable change. An important character of the engagement is the level of power that participants possess in the co-design intervention. Arnstein (1969) defined an
eight-level typology to measure the degree of power that a citizen can acquire when participating in the co-design activity. With the research question “What kind of power citizens had in urban development projects when they were engaged with co-design methods?” in mind we analysed five international case
studies with the Arnstein’s Ladder of Citizen participation. At first, the cases were searched and selected based on the co-design methods used to engage the citizen in urban development projects. These cases were then adequately described regarding the adopted co-design methods. The results indicate an
increase in awareness and understanding of engaging citizens with the co-design process in the urban development and diverse intentions are benefited from different levels of citizens’ power in the co-design process.

- by Renita M Niemi and +1
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- Service Design, Urban Development, Citizen engagement, Uban Planning & Design

This paper explores the current state and the potential adoption of service automation and robots by tourist, travel and hospitality companies. Despite the huge advancements in social robotics, the research on robots in tourism has been extremely limited – a gap that is partially filled by this paper. Specifically the paper looks at service automation in hotels, restaurants, events, theme and amusement parks, airports, car rental companies, travel agencies and tourist information centres, museums and art galleries. The paper elaborates on the challenges that companies will face when adopting service automation and robots to serve tourists.

- by Craig Webster
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- Business, Robotics, Artificial Intelligence, Tourism Marketing
- by Sasha Ames
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- Cognitive Science, Distributed Computing, Relational Database, Graph Theory