Designing for Service

Key Issues and New Directions
Herausgeber: Sangiorgi, Daniela; Prendiville, Alison

• Broschiertes Buch

Produktbeschreibung

Service design is the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between service provider and customers. It is now a growing field of both practice and academic research. Designing for Service brings together a wide range of international contributors to map the field of service design and identify key issues for practitioners and researchers such as identity, ethics and accountability. Designing for Service aims to problematize the field in order to inform a more critical debate within service design, thereby supporting its development beyond the pure methodological discussions that currently dominate the field. The contributors to this innovative volume consider the practice of service design, ethical challenges designers may encounter, and the new spaces opened up by the advent of modern digital technologies.

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Produktdetails

• Verlag: Bloomsbury Academic
• Seitenzahl: 288
• Erscheinungstermin: 8. August 2019
• Englisch
• Abmessung: 247mm x 176mm x 32mm
• Gewicht: 1052g
• ISBN-13: 9781350103429
• ISBN-10: 135010342X
• Artikelnr.: 57479659

Autorenporträt

Daniela Sangiorgi is Associate Professor at the Politecnico di Milano, Italy. Alison Prendiville is Senior Researcher for the Design School at London College of Communication, UK.

Inhaltsangabe

1. Introduction by 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 SECTION I The Lay of the Land in Designing
for Service 2. Expanding (Service) Design Spaces by Daniela Sangiorgi,
Alison Prendiville and Jeyon Jung 2.1 Complementary perspectives on
design-led service innovation 2.1.1 A stages-process understanding of
Service Design 2.1.2 An outcome perspective on Service Design 2.1.3 A
practice perspective on Service Design 2.2 Expanding Service Design spaces
2.2.1 Before Design 2.2.2 During Design 2.2.3 After Design 2.3 Discussion
3. Designing vs. Designers: How Organizational Design Narratives Shift the
Focus from Designers to Designing by 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 3.3.1 Designers versus designing 3.4 Role and
Function of an Organizational Design Narrative 3.4.1 What does an
Organizational Design Narrative look like? Three Examples 3.5 Summary and
Conclusion 4. Designing for Interdependence, Participation and Emergence in
Complex Service Systems by 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 4.3.1 Design and
Interdependence 4.3.2 Design and Participation 4.3.3 Design and Emergence
4.4 Discussion 5. Specialist Service Design Consulting: The end of the
beginning, or the beginning of the end? by 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? SECTION II
Contemporary Discourses and Influence in Designing for Service 6. The
object of service design by 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 6.3.1 The service encounter
6.3.2 The value co-creating system 6.3.3 The socio-material configuration
6.4 Implications for design 6.4.1 Cosmologies 6.4.2 Accountabilities 6.4.3
Temporalities 6.4.4 Politics 6.4.5 Expertise 6.5 Conclusion 7. Breaking
free from NSD: Design and service beyond new service development by 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 7.3.1
Exploring existing configurations of resource integration 7.3.2
Reconfiguring constellations of resource integration 7.3.3 Implications for
designing and service 7.4 Beyond the limitations 8. Designing on the spikes
of injustice: representation and co-design by 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 9. Co-design, organisational 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
9.2.1 Development and local implementation 9.2.2 Quality Improvement (QI)
in healthcare 9.3 The Service Design perspective 9.3.1 Publics and
infrastructuring 9.4 Healthcare Quality Improvement & Design-based
approaches 9.4.1 Case study 1 9.4.2 Case study 2 9.5 Bridging the divide:
infrastructuring to release organisational creativity and improve service
quality 9.6 Organisational creativity 9.7 Designerly or design-like? 9.8.
Conclusions SECTION III Designing for Service in Public and Social Spaces
10. Service Design and the Edge Effect by 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 11. Service Design
as a sensemaking activity: Insights from low-income communities in Latin
America by 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 11.2.1
Sensemaking analysis: Local culture (Level 1) 11.2.2 Sensemaking analysis:
Indigenous solution (Level 2) 11.3 Interpretative framework application:
Examples from Brazil and Mexico 11.4 Brazil 11.4.1 Context: favelas in Rio
de Janeiro 11.4.2 Favela Orgânica 11.4.3 Analysis: Local culture (Level 1)
11.4.4 Analysis: Indigenous solution (Level 2) 11.4.5 Service development
and operation 11.4.6 Socio-cultural qualities of the service 11.5 Mexico
11.5.1 Context: Indigenous groups in Mexico 11.5.2 Case: Red Indígena de
Turismo de México (RITA) 11.5.3 Analysis: Local culture (Level 1) 11.5.4
Analysis: Indigenous solution (level 2) 11.5.5 Developing and operating the
service 11.5.6 Socio-cultural qualities of the service 11.6 Conclusions
12. The Social Innovation Journey. Emerging challenges in Service Design
for the incubation of social innovation by 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
12.2.1 Scaling means increasing the capacity of a social innovation to be
self-sustainable and make an impact 12.2.2 A consistent body of knowledge
12.2.3 The Social Innovation Journey 12.2.4 The contribution of Service
Design 12.3 Social innovation in the Milanese context 12.3.1 Social
innovations are dependent on their context and promoters 12.3.2 Social
innovations are relational, collaborative, multi-stakeholder and adaptive
services 12.3.3 Social innovations are entrepreneurial, conflicting and
diversified ventures 12.4 Discussion 13. Service Design in Policy Making
by 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
SECTION IV _ Designing for Service, Shifting Economies, Emerging Markets
14. The potential of Service Design as a route to product-service systems
by Tracy Bhamra, Andrew T. Walters and James Moultrie 14.1 Introduction
14.1.1 Product Service Systems 14.1.2 Why is PSS increasingly important for
manufacturing companies? 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 15. Service Design and the Emergence of
a Second Economy by 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 15.4.1 Knowability 15.4.2
Visibility 15.4.3 Materiality 15.5 Designing Digitally-enabled Services
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 Sense Making: translation,
visualisation and personalisation 16.3.1 Translation 16.3.2 Visualisation
16.3.3 Personalisation 16.3.4 How does the interaction between Service
Design and data effect stakeholders? 16.4 Conclusion 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 17.2.1 Sharing and collaboration beyond social innovation
17.2.2 Makerspaces as sharing-based collaborative services 17.3 Commons as
a framework for articulating sharing and collaboration 17.3.1 Commons as a
framework 17.3.2 Fabriken as a commons 17.3.3 Dealing with openness,
asymmetry and non-consensus in commons 17.4 Infrastructuring as a way of
understanding co-designing for and in the sharing and collaboration 17.4.1
Overview of infrastructuring 17.4.2 Infrastructuring in Fabriken: a
distributed agenda but yet a crucial role for the designer 17.5 Conclusion
18. CONCLUSIONS Daniela Sangiorgi and Alison Prendiville Bibliography Index