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What Did We Actually Design Here And What Purpose Did It Serve? Some Generative Metaphors For Understanding Service Design In The Swedish Public Sector, Fergus Bisset, Ana Kuštrak Korper
What Did We Actually Design Here And What Purpose Did It Serve? Some Generative Metaphors For Understanding Service Design In The Swedish Public Sector, Fergus Bisset, Ana Kuštrak Korper
Nordes Conference Series
Building on the lead author’s experiences as a design practitioner in the Swedish public sector, we argue that Service Design as practiced today is often failing to attend to the design and delivery of actual public services. We explore the blank space we perceive between the rhetoric of evangelists for Service Design in the public sector in Sweden, the reality of working as a Service Designer in the Swedish public sector, and the reality of materialising public services. To explore this blank space, we present a number of generative conceptual metaphors for what, if not designing services, Service Designers or …
“Ear Opening”: Conceptualizing Auditory Representations In Service Design, Ana Kustrak Korper, Vanessa Rodrigues
“Ear Opening”: Conceptualizing Auditory Representations In Service Design, Ana Kustrak Korper, Vanessa Rodrigues
Nordes Conference Series
Many design practices rely heavily on visual and enacted representations, and service design is no exception. Sounds are an inevitable part of a service. As an integral part of a servicescape, they provide cues for action and and signal how we interact with the environment. This study explores how auditory representations can be used for the purpose of developing a more holistic and nuanced understanding of service experience through a conceptual exploration that integrates literature with empirical insights. The study contributes to the growing knowledge about service design, by suggesting that auditory representations can be approached from the perspectives of …
Scaling Up Diversity And Inclusion: From Classroom To Municipality, Annukka Svanda, Martina Čaić, Tuuli Mattelmäki
Scaling Up Diversity And Inclusion: From Classroom To Municipality, Annukka Svanda, Martina Čaić, Tuuli Mattelmäki
Nordes Conference Series
This paper investigates opportunities for scaling up the diversity and inclusion of international residents at the level of municipality service offerings. The starting point is a set of small-scale service design projects actively involving municipal representatives and university students. This collaboration was part of a service design course at Aalto University addressing challenges faced by the municipality of Espoo, Finland. Through triangulation of three data sources i) precourse meetings, ii) email surveys during the course, and iii) semi-structured interviews with participating municipal representatives after the course, this paper offers insights on how smallscale service design collaborations can facilitate the scaling …
Ways Of Seeing Service: Surrogates For A Design Material, Johan Blomkvist
Ways Of Seeing Service: Surrogates For A Design Material, Johan Blomkvist
Nordes Conference Series
One ongoing debate in service design concerns what can and/or should be designed when working with services. I argue that, as service design grows both academically and in practice, the material of service design is collectively created by individual contributions to service development and design research. This paper looks at such contributions by examining representations, or surrogates, that designers make and use to visualise and prototype services. These representations inform us about what is considered part of service as a design material, including service concepts, processes and systems.