Open Access. Powered by Scholars. Published by Universities.®
Articles 1 - 17 of 17
Full-Text Articles in Arts and Humanities
How Actor-Network Mapping Informs The Early Stages Of System Innovation: A Case Study, Lucy Johanna Stuyfzand, Julie Bregenov Jönsson, Amalia De Götzen
How Actor-Network Mapping Informs The Early Stages Of System Innovation: A Case Study, Lucy Johanna Stuyfzand, Julie Bregenov Jönsson, Amalia De Götzen
DRS Biennial Conference Series
This paper discusses how the participatory mapping of an actor-network map can inform the early stages of system innovation as described in the approach adopted by the Rockwool Foundation. It argues that mapping actors with an external expert at the beginning of a design process allows to explore not only the macro, meso and micro levels of a given complex system, but also the different key components of it, such as relations, resources, power and purpose. The Mental Health Initiative carried out at the Rockwool foundation, will be used as a case study to present and analyse the actor-network mapping …
Locked Down With Abusers: Designing For The Dignity And Autonomy Of Domestic Violence Survivors During The Covid-19 Pandemic, Miso Kim, Dan Jackson, Jules Sievert, Morgan Wilson
Locked Down With Abusers: Designing For The Dignity And Autonomy Of Domestic Violence Survivors During The Covid-19 Pandemic, Miso Kim, Dan Jackson, Jules Sievert, Morgan Wilson
DRS Biennial Conference Series
The COVID-19 pandemic and national quarantine requirements exacerbated domestic violence, as survivors had to stay at home with their abusers with limited access to communication channels or resources for help. In this project, a team of lawyers, designers, and technologists collaborated to assist a domestic violence clinic at a law school to design services to help student attorneys and advocates to better connect with domestic violence survivors who sought legal help during the pandemic. The aim of this service was to support the domestic violence survivors with remote assistance, such as remote intake, a safe means of collecting information, and …
Design Types In Diversified City Administration, Sampsa Hyysalo, Kaisa Savolainen, Antti Pirinen, Tuuli Mattelmäki, Päivi Hietanen, Meri Virta
Design Types In Diversified City Administration, Sampsa Hyysalo, Kaisa Savolainen, Antti Pirinen, Tuuli Mattelmäki, Päivi Hietanen, Meri Virta
DRS Biennial Conference Series
Design is increasingly used to develop public services, and considerations have arisen regarding how to gain best value from it. Design ladders and design ma-turity models are commonly referenced also in the public sector, but we argue that their adequate use must rest on an informed view of the diversity of design activities in the public sector organizations. The world’s major cities are large and highly diversified organizations. Our case study of one of them, the city of Helsinki, reveals 23 distinct types of design activities, distinct in terms of the process, outcomes, and agency that design has. These activities …
Service Design In Organisational Change, Qian Sun
Service Design In Organisational Change, Qian Sun
DRS Biennial Conference Series
This paper reports an empirical study analysing 80 projects delivered by two leading service design agencies to understand the relevance and breadth of service design to organisational change. The analysis revealed two clearly divided camps of service design practice, playing different roles in organisational change and representing two distinct definitions of service design. Some projects evidenced that service design had the potential to move into the realm of transdisciplinary innovation and facilitate collaboration across boundaries and to engage various stakeholders in searching for solutions to complex problems. This makes service design practice of this kind acutely relevant in addressing the …
An Overview Of Current Practices And Approaches To Co-Designing Services With And For People With Dementia Towards Developing A Framework For Best Practice, Kristina Niedderer, Laura Orton, Isabelle Tournier
An Overview Of Current Practices And Approaches To Co-Designing Services With And For People With Dementia Towards Developing A Framework For Best Practice, Kristina Niedderer, Laura Orton, Isabelle Tournier
DRS Biennial Conference Series
The aim of this paper is to provide an overview of current practices and approaches to co-designing services with and for people living with early to mid-stage dementia to derive a set of principles and practices for application in the IDoService project. It explores the understanding of service design and of co-design for the purposes of this paper, and then uses a meta-review of co-design of services for people with dementia, underpinned by a selection of case studies from the literature to extract and collate a set of key principles of best practice. We then consider the application of these …
Preparing For The Pluriverse: Embracing Critical Self-Reflection In Service Design Practice, Shivani Prakash
Preparing For The Pluriverse: Embracing Critical Self-Reflection In Service Design Practice, Shivani Prakash
DRS Biennial Conference Series
This paper explores how service designers in the public sector can embrace a lens of cultural plurality in their daily design practice. When designing for public services, a gap between the cultural assumptions of the designer and diverse residents is going to emerge. If this gap is not addressed, service design risks enacting harmful oppressive structures. This study develops a process model based on a research through design approach. It describes how a generative feedback loop of critical self-reflection negotiated within design practice could support designers to begin embracing cultural plurality along with concrete examples. The process model addresses the …
A Service Design Perspective On Examining The Business Process Of Customized Services, Yu-Hui Lu, Hsien-Hui Tang
A Service Design Perspective On Examining The Business Process Of Customized Services, Yu-Hui Lu, Hsien-Hui Tang
DRS Biennial Conference Series
In the post-pandemic era, consumer behavior patterns have changed, and digital transformation has become a hot topic. With high-touch service features, the Taiwanese custom furniture industry has been depending on manual operations, and the inconsistent internal business processes have resulted in the slow progress of digital transformation plans. Therefore, the study aims to propose a more practical planning model using service design thinking on business process perspectives. By establishing explicit guidelines on back-of-stage interactions, the study intends to standardize the sequence of the operations and reduce the improvements gap among stakeholders. Meanwhile, through studying the service network of the case, …
Spatial Design + Service Design: Framing A Transdisciplinary Perspective, Annalinda De Rosa, Gea Sasso
Spatial Design + Service Design: Framing A Transdisciplinary Perspective, Annalinda De Rosa, Gea Sasso
DRS Biennial Conference Series
Design-driven praxis aimed at the transformation of spaces in relation to social and relational practices confront design researchers with the need to develop transdisciplinary approaches. If, on one side, it is impossible to envision a space without its subject matter – encounters, relations, and interactions between human and non-human entities –, on the other any type of service designed to be part of that place relies on a spatial dimension and its material reality is inevitably influences. This assumption raises questions for the design discipline: what happens when the design of spaces and services is intertwined? How can we design …
I-Lab: The Co-Design Program For The Construction Of The New Erp System Of The Italian State, Giulia Peruzzi, Alessandro Di Matteo, Mariadora Varano, Marco Pardini, Gianluca Carroccia
I-Lab: The Co-Design Program For The Construction Of The New Erp System Of The Italian State, Giulia Peruzzi, Alessandro Di Matteo, Mariadora Varano, Marco Pardini, Gianluca Carroccia
DRS Biennial Conference Series
This document presents the contribution of the I-Lab co-design and requirements program to the implementation of the new Enterprise Resource Planning (ERP) system of Italian public accounting (InIt). Chosen by the State General Accounting Office Department (RGS) of the Ministry of Economy and Finance (MEF) to support the construction of the new ERP, I-Lab has integrated and enhanced the vast range of skills and needs of all the different Italian central administrations, placing them in a series of multidisciplinary innovation teams aimed at the discovery of the main requirements of users/stakeholders/beneficiaries in their relationship with the new ERP solution. A …
Organizational Learning Through Collaborative Project-Based Service Design Course: The Flip Side Of The Coin, Suzan Boztepe
Organizational Learning Through Collaborative Project-Based Service Design Course: The Flip Side Of The Coin, Suzan Boztepe
DRS Biennial Conference Series
Collaborating with public or private sector organizations in project-based courses equips design students with key skills to future-proof their careers, but this gives only one side of the story as the key feature of these partnerships is that they are mutualistic collaborations. However, the benefits to organizations of collaborating are not fully explored. This paper presents a case study of partnerships with four different public organizations in a service design course over a five-year period. It argues that collaborating in project-based courses serves as risk-free experimentation and paves the way for organizational learning. The paper first reviews the existing research …
Restrategizing For The Post-Pandemic Era: Service Design For Digital Transformation In The Art And Cultural Sector, Anu Norrgrann, Miia Lammi, Srushti Shah
Restrategizing For The Post-Pandemic Era: Service Design For Digital Transformation In The Art And Cultural Sector, Anu Norrgrann, Miia Lammi, Srushti Shah
DRS Biennial Conference Series
This paper explores the challenges of entrepreneurs and organisations within the art and cultural fields in meeting the challenges of digital transformation. Drawing on a multidisciplinary conceptual framework, and a qualitative empirical investigation comprising four case studies, which illuminate how cultural field organisations and entrepreneurs have adapted to the market disruption caused by the Covid19-pandemic through digital service innovation means, we propose a model for a four stage service design programme, which links design methods as concrete development tools for assisting companies develop innovative digital services and restrategise in post-pandemic markets.
Filling In The Gaps: Navigating The Human Experience Of Covid-19, Christopher Rice, Xinrui Xu, Lara Chehab, Santosh Basapur, Serena Jing, Sean Molloy, Aalap Doshi, Kim Erwin
Filling In The Gaps: Navigating The Human Experience Of Covid-19, Christopher Rice, Xinrui Xu, Lara Chehab, Santosh Basapur, Serena Jing, Sean Molloy, Aalap Doshi, Kim Erwin
DRS Biennial Conference Series
Our international study team of health design professionals applied human-centered design methods to compare the COVID recovery experiences of 28 hospitalized and 30 community-managed patients in five hospital-affiliated sites across Canada and the United States. This study identified three drivers of the COVID patient recovery experience — gaps in care; uncertainty (largely driven by unclear or missing information); and isolation and loneliness. An examination of patient responses to these drivers identified six types of supports needed to facilitate healing and recovery: interpersonal, spiritual, information and communication; technology and access, direct healthcare, and basic needs supports. We link the absence, presence, …
Fostering Resilience: The Potential Of Design To Support Strategic Agility, Olivia Harre, Luca Simeone, Cathrine Seidelin
Fostering Resilience: The Potential Of Design To Support Strategic Agility, Olivia Harre, Luca Simeone, Cathrine Seidelin
DRS Biennial Conference Series
‘Strategic agility’– i.e., how organizations can strategically plan and cope with uncertainty through a continuous tuning, monitoring, and re-balancing of their operations – has been characterized as a critical component to foster organizational resilience. This paper aims at investigating whether and how design can support organizations to acquire greater strategic agility. Our analysis is grounded in a case of a globally operating software company that has recently established a design team and introduced design methods in its development processes. The paper shows how design favoured processes that are generally linked to strategic agility (distancing, anticipating, reframing, experimenting, decoupling, and dialoguing). …
Service Design For Experience In Forest Therapy: A Case Study In Xitou Nature Education Area, Ti-Yu Su, Hsien-Hui Tang, Shu-Yi Chen
Service Design For Experience In Forest Therapy: A Case Study In Xitou Nature Education Area, Ti-Yu Su, Hsien-Hui Tang, Shu-Yi Chen
DRS Biennial Conference Series
Forest therapy is a way of connecting with nature to promote physical and mental health. With 60% of its land covered in forest, Taiwan is an ideal prospect for such a program. However, most forest therapy services are ill-developed and unsustainable in Taiwan. To address this issue, we first conducted semi-structured interviews of administrators and customers in Xitou Nature Education Area, a forest area with great potential for forest therapy in Taiwan, to explore the context and existing problems. Second, we applied service design to produce a revamped forest therapy program that involved the integration of co-creation workshop and service …
Can Ritual Experience Be The Jam To Stick Consumers And Service Provider? The Case Study Of Ritual Experience In Disney Experience As Service Design Application, Derrick Yang, Tseng-Ping Chiu, Min-Yuan Ma
Can Ritual Experience Be The Jam To Stick Consumers And Service Provider? The Case Study Of Ritual Experience In Disney Experience As Service Design Application, Derrick Yang, Tseng-Ping Chiu, Min-Yuan Ma
DRS Biennial Conference Series
Service design has dominated the marketing strategies in recent years. This study proposes a conventional ritual sandwich model that explores the ritual patterns hidden in service and the intermediate interaction between consumer and industry, enhancing user engagement and long-term recurring consumption. The study took Disneyland as an example and extracted the interaction model between consumers and industry, further interviewed for preliminary verification, found out that the core value of ritual experience is generating unique meaning to consumers through experience the script provided by the service provider, further transform to the internal trigger and participatory motivation into the next cycle. Hoped …
How To Apply Service Design Thinking On Designing Accessibility Apps: A Case Study Of Public Transportation For The Visually Impaired, Yi Lee, Tang Hsien-Hui
How To Apply Service Design Thinking On Designing Accessibility Apps: A Case Study Of Public Transportation For The Visually Impaired, Yi Lee, Tang Hsien-Hui
DRS Biennial Conference Series
Accessibility App programming consists of multiple technical utilizations and ease-of-use specifications. Many challenges were encountered when landing in complex contexts, making it difficult for traditional App designers to overcome. As a result, the success rate of the service and satisfaction stays stagnant after the App launches. This research takes the service design case “improving the public transportation for the visually impaired”, which received critical acclaims from service participants as the research subject. We explored service design as problem-solving-oriented innovative thinking and how it assists and improves the design process for App designers, thereby increasing the success rate of the overall …
Experimenting The Role Of Ux Design In The Definition Of Gender-Sensitive Service Design Policies, Margherita Pillan, Martina Marzola
Experimenting The Role Of Ux Design In The Definition Of Gender-Sensitive Service Design Policies, Margherita Pillan, Martina Marzola
DRS Biennial Conference Series
The environmental and social sustainability objectives indicated in the 2030 agenda require the development of services for urban contexts capable of responding to the diversified primary needs of different segments of the population. International studies on gender issues show that understanding the specific needs of women, their behaviors and their expectations can yield indications for creating more equitable and inclusive services. The article reports the significant results obtained using UX Design techniques and tools for gender-oriented service design. This activity was carried out in collaboration between university researchers, students, and women's associations, and produced indications on the specific female points …