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Scheda Riassuntiva
Anno Accademico 2020/2021
Scuola Scuola del Design
Insegnamento 054597 - SERVICE DESIGN AND INNOVATION
Docente Sangiorgi Daniela
Cfu 6.00 Tipo insegnamento Corso Integrato
Didattica innovativa L'insegnamento prevede  3.0  CFU erogati con Didattica Innovativa come segue:
  • Cotutela con mondo esterno

Corso di Studi Codice Piano di Studio preventivamente approvato Da (compreso) A (escluso) Nome Sezione Insegnamento
Des (Mag.)(ord. 270) - BV (1159) PRODUCT SERVICE SYSTEM DESIGN - DESIGN PER IL SISTEMA PRODOTTO SERVIZIOPS1AZZZZ054597 - SERVICE DESIGN AND INNOVATION
PS2AZZZZ054597 - SERVICE DESIGN AND INNOVATION
PS3AZZZZ054597 - SERVICE DESIGN AND INNOVATION

Obiettivi dell'insegnamento

The aim of the course is to convey the theoretical foundations of service design through theoretical lessons and case studies. Service Design and Innovation provides students with an in-depth knowledge of key concepts and theories related to service design and innovation, as well as their relationship with technological and social transformations.


Risultati di apprendimento attesi

Students:
- know and understand the service design theory and appproaches, and know how to discuss them;
- can identify the distinctive and innovative elements of a service in existing practices and solutions, generalising them in models and strategies;
- can conduct theoretical research, working autonomously and in group, to apply it to specific case studies and issues, carrying out detailed and critical analyses.


Argomenti trattati

Service Design & Innovation is a theoretical course looking into the developing practices and theories around service design and service innovation. Services are now fully recognised for their fundamental role in the growth of the economy and employment of most developed countries; they are also valued for their transformational role in societies being deeply embedded in how we live our lives and how we relate to others.

Service Design sees the application of creative and human centred design tools and approaches to the improvement and innovation of services. These range from services in the private, public or third sectors; it can be relevant for both service or manufacturing organisations.

Innovating services touch into areas such as experience and interaction design, organisational and behavioural change, or system design and system thinking. It does require multidisciplinary contributions where Design can play and is increasingly playing a key role in bringing people at the centre of any innovation process.

 

Content:

The course will present and discuss the following topics

-       Service interactions

-       Service systems

-       Service Models

-       Service Innovation

-       Service Logic

-       Service Evaluation

-       Policy Making

-       New Technologies 

-       Design Capabilities

 

Preliminary bibliography:

Bate, P. and Robert G. (2007), Bringing User Experience to Healthcare Improvement. The concepts, methods and practices of experience-based design, Radcliff Publishing, Oxford.

Bitner, J. (1990) Evaluating Service Encounters: The Effects of Physical Surroundings and Employees Responses, Journal of Marketing, 54: 68-82

Boyle, D. and Harris, M. (2009). The challenge of co-production. How equal partnerships between professionals and the public are crucial to improving public services, Nesta, London.

Burns, C., Cottam, H., Vanstone, C. and Winhall, J. (2006), RED paper 02: Transformation Design, London: Design Council

Csikszentimihalyi, M. (1990). Flow: The Psychology of Optimal Experience. New York: Harper

Czepiel, J., Solomon M. e Suprenant C. (ed.) (1985), The Service Encounter. Managing Employee/Customer Interaction in Service Business, Lexington Books, Lexington (MA)

Forlizzi J. and Ford S. (2000), The building blocks of experience: an early framework for interaction designers, Proceedings of the 3rd conference on Designing interactive systems: processes, practices, methods, and techniques, p.419-423, August 17-19, New York City, New York, United States

Grönroos, C. (2011). Value co-creation in service-logic: A critical analysis. Marketing Theory, 11(3), 279.

Jégou, F. and Manzini, E. (2008). Collaborative services. Social innovation and design for sustainability, Milano: Edizioni Polidesign

Junginger, S. and Sangiorgi, D. (2009), Service Design and Organisational Change. Bridging the gap between rigour and relevance, IASDR09 conference, 19-22 October, Seoul

Kimbell, L. (2011). Designing for Service as One Way of Designing Services. International Journal of Design, 5(2).

Meroni A., Sangiorgi D. (2011), Design for Services, Gower Publishing Ltd

Parker, S., and Parker S. (2007). Unlocking Innovation: Why citizens hold the key to public service reform. Demos: London.

Parker, S. and J. Hoepy, (2006). The Journey to the Interface. How public service design can connect users to reform. London: Demos.   

Sangiorgi, D. (2009). Building up a Framework for service design research, Conference Proceedings of the 8th European Academy of Design Conference, Aberdeen, Scotland

Sangiorgi, D. (2011). Transformative services and transformation design. International Journal of Design, 5(2), 29-40.

Sangiorgi, D. and Prendiville, A. (2017). Designing for Service. Key isues and New Directions, Bloomsbury Publishing.

Sanders, B.-N., Elizabeth, & Stappers, P. J. (2008). Co-creation and the new landscapes of design. CoDesign, 4(1), 5-18.

Solomon, M., Suprenant C., Czepiel J. and Gutman E. (1985), A Role theory Perspective on Dyadic Interactions: The Service Encounter. Journal of Marketing; Winter85, Vol. 49 Issue 1, p99-111

Vargo, S., & Lusch, R. (2008). Service-dominant logic: continuing the evolution. Journal of Academic Marketing Science, 36(1), 1-10.


Prerequisiti

There are no pre-requisites for attendance.


Modalità di valutazione

The course is organised around two assignments that, together with the exam’s discussion, will lead to the final evaluation:

  1. Service Design Knowledge Pills (group work): students' led lectures on strategic themes for SD futures (50%)
  2. Short essay (individual work): understanding of Designing for Service & Innovation literature (50%)

Bibliografia

Software utilizzato
Nessun software richiesto

Forme didattiche
Tipo Forma Didattica Ore di attività svolte in aula
(hh:mm)
Ore di studio autonome
(hh:mm)
Lezione
43:00
86:00
Esercitazione
7:00
14:00
Laboratorio Informatico
0:00
0:00
Laboratorio Sperimentale
0:00
0:00
Laboratorio Di Progetto
0:00
0:00
Totale 50:00 100:00

Informazioni in lingua inglese a supporto dell'internazionalizzazione
Insegnamento erogato in lingua Inglese
Disponibilità di materiale didattico/slides in lingua inglese
Disponibilità di libri di testo/bibliografia in lingua inglese
Possibilità di sostenere l'esame in lingua inglese
Disponibilità di supporto didattico in lingua inglese

Note Docente
This program has been designed to be delivered in the presence of people, hoping to overcome the health emergency linked to COVID 19.
In the event of a prolonged health emergency, the timetable could vary, providing for the introduction (in part or in full) of online educational activities.
More detailed information on the methods of provision and access, as well as the indications relating to security protocols and social distancing, will be available on the University and School website. More details on teaching will be communicated by the teachers in the manner provided.
schedaincarico v. 1.6.9 / 1.6.9
Area Servizi ICT
29/11/2021