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 systemic design and systems thinking. It also touch into issues of equity or democracy and can have an impact on the population wellbeing. 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 & Design
- Service Design & Experiences
- Service Design & Systems
- Service Design & Participation
- Service Design & Social Change
- Service Design & Wellbeing
- Service Design & Policy
- Service Design & Technologies
Preliminary bibliography:
Intro to Services Blomberg, J. & Durrah, C. (2014). Toward an anthropology of services, ServDes.2014 Service Futures; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom. Edvardsson, B., Gustafsson, A., & Roos, I. (2005). Service portraits in service research: a critical review. International Journal of Service Industry Management , 16 (1): 107-121. Kim, M. (2018). An Inquiry into the Nature of Service: A Historical Overview (Part 1). Design Issues, 34(2), 31–47. Lovelock, C., & Gummesson, E. (2004). Whither Services Marketing?: In Search of a New Paradigm and Fresh Perspectives. Journal of Service Research , 7 (20): 20-41. Meroni A. and Sangiorgi D. (2011). Design for Services. Aldershot, UK: Gower Publishing (Introduction) Shostack L. G. (1977), Breaking free from product marketing, Journal of Marketing, 41: 73-80. Shostack, G. Lynn (1987), Service positioning through structural change, Journal of Marketing, 51: 34-43 Zeithamal, V. and Bitner M. J. (2000), Services Marketing, Mc Grawl Hill, New York. (chapter 1)
Service Design & Innovation Hertog, P. D. (2000), Knowledge Intensive Business Services as co-producers of innovation, International Journal of Innovation management, 4(4): 491-528 Howells, J. (2007). Fostering Innovation in Services. A Report of the Expert Group on Innovation in Services. Brussels: Commission of the European Union. Miles, I. (2008). Patterns of Innovation in Service Industries, Ibm systems journal, 47(1):115 - 128 Randhawa, K. & M. Scerri (2015). Service Innovation: A Review of the Literature, in R. Agarwal et al. (eds.), The Handbook of Service Innovation, Springer-Verlag, London. Sangiorgi, D. (2015). Designing for public sector innovation in the UK: design strategies for paradigm shifts. Foresight , 17 (4): 332 - 348. Sangiorgi, D., Prendiville, A., Jung, J., & Yu, E. (2015). Design for Service Innovation & Development. Final report. Lancaster: Lancaster University Snyder, H., Wittel, L., Gustafsson, L., Fombelle, P. & P. Kristensson (2016). Identifying categories of service innovation: A review and synthesis of the literature, Journal of Business Research, 69(7): 2401-2408 Witell, L., Snyder, H., Gustafsson, A., Fombelle, P. & P. Kristensson (2016). Defining service innovation: A review and synthesis, Journal of Business Research, 69: 2863–2872
Service Design & Experiences Bate, SP. and Robert G. (2006). Experience-based design: from redesigning the system around the patient to co-designing services with the patient. Quality and Safety in Health Care, 15(5): 307–10. Bitner, J. (1990) Evaluating Service Encounters: The Effects of Physical Surroundings and Employees Responses, Journal of Marketing, 54: 68-82 Czepiel, J. A. (1990). The Service Encounter and Service Relationships: Implications for Research, Journal of Business Research, 20: 13-21. Forlizzi, J. & Ford, S. (2000). The Building Blocks of Experience. In D. Boyarski & W. Kellogg (Eds.), DIS00 Conference Proceedings (419-423). New York, NY: ACM Academic Press Fulton Suri, J. (2003). The experience evolution: Developments in Design Practice. The Design Journal, 6(2): 39-48. Prahalad. C. K., Ramaswamy, V. (2004). Co-creation experiences: The next practice in value creation, Journal of Interactive Marketing, Summer, 18(3): 5-14 Sangiorgi D., Building a framework for Service Design Research, EAD conference ‘Connexity’, 1-3 April 2009, Aberdeen Stigliani, I., and Fayard, A. L. (2010), Designing new customer experiences: A study of socio-material practices in service design [Discussion paper]. London: Imperial College Business School. Service Design & Systems Bitner, M. J., Ostrom, A., Morgan, F. (2008). Service Blueprinting: A Practical Technique for Service Innovation, California Management Review, 50(3):66-94 Junginger, S. (2015). Organizational Design Legacies and Service Design. The Design Journal, 18(2), 209- 226. Junginger, S. & Sangiorgi, D. (2009), Service Design and Organisational Change. Bridging the gap between rigour and relevance, IASDR09 conference, 19-22 October, Seoul Jones, P. H. (2014). Systemic Design Principles for Complex Social Systems. In G. Metcalf (ed.) Translational Systems Science Series, Volume 1, Springer Verlag: 91-128. Lawrence T.B. & Suddaby, R. (2006). lnstitutions and institutional work. In R. Clegg, C. Hardy, T. B. Lawrence, & W. R. Nord (Eds.) Handbook of organization studies, 2nd Edition (pp. 215-254). London: Sage. Lusch, R. F., Vargo, S. & T. Mohan (2010). Service, value networks and learning, Journal of the Academy of Marketing Science, 38,19-31. Nardi, B. & O'Day, V. (1999). Information Ecologies: Using Technology with Heart, MIT Press. Patricio, L., Fisk, R. P., Cunha, J. F. & Constantine, L. (2011). Multilevel Service Design: From Customer Value Constellation to Service Experience Blueprint. Journal of Service Research, 14(2): 180-200. Sangiorgi, D., Patricio, L. & R. P. Fisk (2017), Designing for Interdependence, Participation and Emergence in Complex Service Systems, in Sangiorgi, D. and Prendiville, A. (Eds.), Designing for Service: Key Issues and New Directions (pp. pp.49-64), Publisher: Bloomsbury Shostack, G. Lynn (1984), Designing Services that deliver, Harward Business Review, January-February, 133-139. Vink, J., Joly, M. P., Wetter-Edman, K., Tronvoll, B., & Edvardsson, B. (2019). Changing the rules of the game in healthcare through service design. In M. A. Pfannstiel, C. Rasche (Eds.), Service Design and Service Thinking in Healthcare and Hospital Management. Theory, Concepts, Practice, Springer
Service Design & Participation Björgvinsson, E., & Keshavarz, M. (2020). Partitioning Vulnerabilities: On the Paradoxes. In A. M. Dancus, M. Hyvönen, & M. Karlsson (Eds.), Vulnerability in Scandinavian Art and Culture (pp. 247–266). Springer International Publishing 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. Brandt, E. (2006). Designing exploratory design games: A framework for participation in participatory design? Proceedings of the 9th Conference on Participatory Design: Expanding Boundaries in Design, PDC 2006, 57–66. Donetto, S., Pierri, P., Tsianakas, V., & Robert, G. (2015). Experience based co-design and healthcare improvement: Realizing participatory design in the public sector. The Design Journal, 18(2), 227–248
Farr, M. (2017), “Power dynamics and collaborative mechanisms in co-production and co-design processes”, Critical Social Policy, Vol. 38 No. 4, pp. 623-644. van Eijk, C. J. A., & Steen, T. P. S. (2014). Why People Co-Produce : Analysing citizens ’ perceptions on coplanning engagement in health care services CO-PRODUCE Analysing citizens ’ perceptions. Public Management Review, 16(3), 358–382. Freire, K. and Sangiorgi, D. (2010). Service design and Healthcare innovation: from consumption, to coproduction to co-creation, Nordic Service Design Conference, Linkoping, Sweden. Jegou, F. & E. Manzini (2008). Collaborative Services. Social Innovation and Design for Sustainability, Polidesign Editore, Milano Manzini, E. (2010). Small, local, open and connected: design research topics in the age of networks and sustainability. Journal of Design Strategies, 4(1): 24-30. Meroni, A. (2007). Creative Communities. People inventing sustainable ways of living. Milano: Polidesign. Muller, M. J. (2003). Participatory design: The third space in HCI. In J. A. Jacko & A. Sears (Eds.), The Human-Computer Interaction Handbook: Fundamentals, Evolving Technologies and Emerging Applications (Vol. 4235, Issue January 2002, pp. 1051–1068). L. Erlbaum Associates Inc. Murray, R., Caulier-Grice, J. & G. Mulgan (2010). The Open Book of Social Innovation, The Young Foundation & Nesta, London. Pestoff, V. (2012). Co-production and third sector social services in Europe. In V. Pestoff, T. Brandsen, & B. Verschuere (Eds.), New Public Governance, the Third Sector, and Co-Production (pp. 13–34). Routledge. Sanders, B.-N., Elizabeth, & Stappers, P. J. (2008). Co-creation and the new landscapes of design. CoDesign, 4(1): 5-18. Sanin, J. (2020). The non-participatory patient. In Y. Akama, L. Fennessy, S. Harrington, & A. Farago (Eds.), ServDes.2020 Tensions Paradoxes Plurality (pp. 411–421). Linköping University Electronic Press.
Service Design & Wellbeing Bate, P. and Robert, G. (2007), Bringing User Experience to Healthcare Improvement: The Concepts, Methods and Practices of Experience-Based Design, Radcliffe, Abingdon. Caic, M., Odekerken-Schr€oder, G. and Mahr, D. (2018), “Service robots: value co-creation and codestruction in elderly care networks”, Journal of Service Management, Vol. 29 No. 2, pp. 178-205. Caic, M., Holmlid, S., Mahr, D. and Odekerken-Schr€oder, G. (2019a), “Beneficiaries’ view of actor networks: service resonance for pluralistic actor networks”, International Journal of Design, Vol. 13 No. 3, pp. 69-88. Caic, M., Mahr, D. and Oderkerken-Schr€oder, G. (2019b), “Value of social robots in services: social cognition perspective”, Journal of Services Marketing, Vol. 33 No. 4, pp. 463-478. Patrıcio, L., Pinho, N., Teixeira, J. and Fisk, R.P. (2018), “Service design for value networks: enabling value cocreation interactions in healthcare”, Service Science, Vol. 10 No. 1, pp. 76-97. Patrıcio, L., Teixeira, J.G. and Vink, J. (2019), “A service design approach to healthcare innovation: from decision-making to sense-making and institutional change”, Academy of Marketing Science Review, Vol. 9 Nos 1/2, pp. 115-120. Sangiorgi, D., Farr, M., McAllister, S., Mulvale, G., Sneyd, M., Vink, J. and Warwick, L. (2019a), “Designing in highly contentious areas: perspectives on a way forward for mental healthcare transformation”, The Design Journal, Vol. 22, pp. 309-330. Stacey, P.K. and Tether, B.S. (2015), “Designing emotion-centered Product Service Systems: the case of a cancer care facility”, Design Studies, Vol. 40, pp. 85-118.
Service Design & Policy Bason, C. (2014). Redesigning Assumptions: Challenging public problem spaces. Revista D.: Design, Educação, Sociedade e Sustentabilidade, 7(2), 22-36 Carstensen, H. V., & Bason, C. (2012). Powering collaborative policy innovation: Can innovation labs help? The Innovation Journal: The Public Sector Innovation Journal, 17(1), 2-25 Celia, L. & Liang, M. (2019): The Role of Policy Labs in Policy Experiment and Knowledge Transfer: A Comparison across the UK, Denmark, and Singapore, Journal of Comparative Policy Analysis: Research and Practice, https://doi.org/10.1080/13876988.2019.1668657 Christiansen, J., & Bunt, L. (2012). Innovation in policy: allowing for creativity, social complexity and uncertainty in public governance. London: NESTA. Fuller, M., & Lochard, A. (2016). Public policy labs in European Union member states. Luxembourg: European Union Junginger, S. (2014). Towards Policy Making as Designing: Policymaking beyond Problem-solving and Decision-making. In C. Bason (Ed.), Design for Policy (p. 57-69). Gower Publishing Limited. Kimbell, L. (2015). Applying Design Approaches to Policy Making: Discovering Policy Lab. Brighton: University of Brighton.
Service Design & Social Change Chen, D. S., Cheng, L. L., Hummels, C., & Koskinen, I. (2016). Social design: An introduction. International Journal of Design, 10(1), 1–5. Hillgren, P. A., Seravalli, A., & Emilson, A. (2011). Prototyping and infrastructuring in design for social innovation. CoDesign, 7(3–4), 169–183. https://doi.org/10.1080/15710882.2011.630474 Koskinen, I., & Hush, G. (2016). Utopian, Molecular and Sociological Social Design. International Journal of Design, 10(1), 65–71. Mahamuni, R., Khambete, P., & Mokashi-punekar, R. (2018). Service design for behavioural change - current state of the discipline and practice in. Service Design Proof of Concept ServDes2018, June. http://www.servdes.org/wp/wp-content/uploads/2018/07/6.pdf Manzini, E. (2014). Making Things Happen: Social Innovation and Design. Design Issues, 30(1), 57–66. https://doi.org/10.7748/ldp.6.3.36.s20 Markussen, T. (2013). The disruptive aesthetics of design activism: Enacting design between art and politics. Design Issues, 29(1), 38–50. https://doi.org/10.1162/DESI_a_00195 Meroni, A., Corubolo, M., & Bartolomeo, M. (2017). The social innovation journey. Emerging challenges in service design for the incubation of social innovation. In D. Sangiorgi & A. Prendiville (Eds.), Designing for Service Key Issues and New Directions (pp. 163–182). Bloomsbury Publishing Plc. Vink, J., Edvardsson, B., Wetter-Edman, K., & Tronvoll, B. (2019). Reshaping mental models – enabling innovation through service design. Journal of Service Management, 30(1), 75–104. https://doi.org/10.1108/JOSM-08-2017-0186 Yang, C., & Sung, T. (2016). Service Design for Social Innovation through Participatory Action Research. International Journal of Design, 10(1), 21–36.
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