Designing for Service : Key Issues and New Directions.

FC -- Half title -- Title -- Copyright -- Contents -- List of Illustrations -- Notes on Contributors -- 1 Introduction Daniela Sangiorgi and Alison Prendiville -- 1.1 A short introduction to service design -- 1.2 Evolution of the concepts of 'design' and 'service' -- 1.3 Service design impact and contribution to service development and implementation -- 1.4 Interest for and application of design skills and approaches by non-designers -- 1.5 Development of boundary areas -- 1.6 The structure of the book -- References -- PART ONE The lay of the land in designing for service -- 2 Expanding (service) design spaces Daniela Sangiorgi, Alison Prendiville and Jeyon Jung -- 2.1 Complementary perspectives on design-led service innovation -- 2.2 Expanding service design spaces -- 2.3 Discussion -- References -- 3 Designing vs. designers: How organizational design narratives shift the focus from designers to designing Sabine Junginger and Stuart Bailey -- 3.1 Introduction -- 3.2 Narratives in design and design narratives for organizations -- 3.3 Organizational design narratives as enablers for organizational learning -- 3.4 Role and function of an organizational design narrative -- 3.5 Summary and conclusion -- References -- 4 Designing for interdependence, participation and emergence in complex service systems Daniela Sangiorgi, Lia Patricio and Raymond Fisk -- 4.1 The increasing complexity of the service context -- 4.2 Evolution of service design - more actors, more interdependencies, and less control -- 4.3 Emerging service design strategies and principles -- 4.4 Discussion -- References -- 5 Specialist service design consulting: The end of the beginning, or the beginning of the end? Eva-Maria Kirchberger and Bruce S. Tether -- 5.1 Introduction.

5.2 The end of the beginning?: Engine's big break: The Dubai Airport project -- 5.3 The beginning of the end? The 'big beasts' of management consulting close in on service design -- 5.4 What next for the independent, specialist service design consultants? -- References -- PART TWO Contemporary discourses and influence in designing for service -- 6 The object of service design Lucy Kimbell and Jeanette Blomberg -- 6.1 Introduction -- 6.2 A platform to surface the complexities -- 6.3 Three perspectives on the object of service design -- 6.4 Implications for design -- 6.5 Conclusion -- References -- 7 Breaking free from NSD: Design and service beyond new service development Stefan Holmlid, Katarina Wetter-Edman and Bo Edvardsson -- 7.1 Introduction -- 7.2 The limits of new service development -- 7.3 Opening up to a service logic -- 7.4 Beyond the limitations -- References -- 8 Designing on the spikes of injustice: Representation and co-design Katie Collins, Mary Rose Cook and Joanna Choukeir -- 8.1 What is representation? -- 8.2 Participation in service design -- 8.3 Entwining strands -- 8.4 Whose participation is it anyway? -- 8.5 Conclusions -- References -- 9 Co-design, organizational creativity and quality improvement in the healthcare sector: 'Designerly' or 'design-like'? Glenn Robert and Alastair S. Macdonald -- 9.1 Introduction -- 9.2 The healthcare sector -- 9.3 The service design perspective -- 9.4 Healthcare quality improvement and design-based approaches -- 9.5 Bridging the divide: Infrastructuring to release organizational creativity and improve service quality -- 9.6 Organisational creativity -- 9.7 Designerly or design-like? -- 9.8 Conclusions -- References -- PART THREE Designing for service in public and social spaces -- 10 Service design and the edge effect Robert Young and Laura Warwick.

10.1 Introduction -- 10.2 The state of the VCS -- 10.3 The fragmentary ascendency of design -- 10.4 Exposure to design to support the paradigm -- 10.5 Continuous engagement with design to support the paradigm -- 10.6 The design of infrastructure to support the paradigm -- 10.7 Conclusion -- References -- 11 Service design as a sensemaking activity: Insights from low-income communities in Latin America Carla Cipolla and Javier Reynoso -- 11.1 Social innovations and indigenous services in low-income communities -- 11.2 Interpretative framework: Indigenous services, cultural values, and sensemaking -- 11.3 Interpretative framework application: Examples from Brazil and Mexico -- 11.4 Brazil -- 11.5 Mexico -- 11.6 Conclusions -- References -- 12 The social innovation journey: Emerging challenges in service design for the incubation of innovation Anna Meroni, Marta Corubolo and Matteo Bartolomeo -- 12.1 Design for services and for social innovation -- 12.2 Service design when it comes to incubating and scaling social innovation -- 12.3 Social innovation in the Milanese context -- 12.4 Discussion -- References -- 13 Service design in policy making Camilla Buchanan, Sabine Junginger and Nina Terrey -- 13.1 Growing interest in service design from policy makers -- 13.2 Service design methods in policy making -- 13.3 Key contributions of service design to policy making -- 13.4 Examples from Australia, the UK and Germany -- 13.5 Key groups driving using service design in policy making -- 13.6 The need for service designers to understand policy making processes -- 13.7 Challenges for service designers in policy making -- 13.8 New ethical questions for service design -- 13.9 Conclusion -- References -- PART FOUR Designing for service, shifting economies, emerging markets.

14 The potential of service design as a route to product service systems Tracy Bhamra, Andrew T. Walters and James Moultrie -- 14.1 Introduction -- 14.2 Serviceability: Designing for service and extending life -- 14.3 Services beyond the product -- 14.4 Service as a business model -- 14.5 Rising to the challenge -- References -- 15 Service design and the emergence of a second economy Jeanette Blomberg and Susan Stucky -- 15.1 Introduction -- 15.2 The digital workforce -- 15.3 The autonomous car -- 15.4 Knowability, visibility and materiality of the second economy -- 15.5 Designing digitally enabled services -- References -- 16 Making sense of data through service design - opportunities and reflections Alison Prendiville, Ian Gwilt and Val Mitchell -- 16.1 Introduction -- 16.2 Notions of data -- 16.3 Sensemaking: Translation, visualisation and personalisation -- 16.4 Conclusion -- References -- 17 Beyond collaborative services: Service design for sharing and collaboration as a matter of commons and infrastructuring Anna Seravalli and Mette Agger Eriksen -- 17.1 Introduction -- 17.2 How service design relates to sharing and collaboration -- 17.3 Commons as a framework for articulating sharing and collaboration -- 17.4 Infrastructuring as a way of understanding co-designing for and in the sharing and collaboration -- 17.5 Conclusions -- References -- 18 Conclusions Daniela Sangiorgi and Alison Prendiville -- Index.

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Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2024. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.