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Full-Text Articles in Art and Design
Are Service Designers Positioned To Design For Sustainability?, Kendon Jung, Mauricio Mejía
Are Service Designers Positioned To Design For Sustainability?, Kendon Jung, Mauricio Mejía
IASDR Conference Series
We have designed systems that influence the daily choices of 8 billion people and have brought our world to the brink of collapse as a result. In this context, designers, in general, have been concerned with sustainability for a long time. While the field has acknowledged that not only product design but also services and systems are spaces to address sustainability, much of the literature has centered on creating methods and tools. This work could be limited in preparing designers for action because prescriptive guides are rarely easy to implement in designing activities. Leveraging design to intentionally shift a linear …
More Than The Process, Exploring Themes In Dutch Public Service Design Practice Through Embedded Research, Maike Klip-Veltman, Jasper Van Kuijk, Maaike Kleinsmann
More Than The Process, Exploring Themes In Dutch Public Service Design Practice Through Embedded Research, Maike Klip-Veltman, Jasper Van Kuijk, Maaike Kleinsmann
IASDR Conference Series
Public service organizations (PSOs) link on the one hand the government and the law, and on the other hand citizens, via the delivery of public services. Based on the state of the art of standards, principles and processes of human/user-centered service design, we analyze the practices in Dutch PSOs. The basis for this are practices documented on a weblog by a practitioner-researcher reporting and reflecting on four projects over five years. Based on this online journal we identified five themes that influence human/user-centered service design in PSO-practices. 1) Tension between collective and individual needs, 2) Public services should be inclusive …
Design Making Its Way To The City Hall: Tensions In Design Capacity Building In The Public Sector, Suzan Boztepe, Per Linde, Alicia Smedberg
Design Making Its Way To The City Hall: Tensions In Design Capacity Building In The Public Sector, Suzan Boztepe, Per Linde, Alicia Smedberg
IASDR Conference Series
Public sector organizations have been increasingly turning to design in their pursuit to innovate and address pressing challenges that seem intractable through their existing ways of working. Design’s presence in the public sector is still a relatively recent phenomenon ridden with many challenges. Through a study of three municipalities in Sweden, we present tensions designers face as they work their way to build design capacity. We argue that making a place for design in organizational systems and their ways of working requires skillfully navigating these tensions. We describe each tension in terms of their contradictions embedded in dualities and discuss …
Technological Mediation Analysis On Constructive Design Research: A Case Study Of Trust, Daniela Delgado Ramos
Technological Mediation Analysis On Constructive Design Research: A Case Study Of Trust, Daniela Delgado Ramos
IASDR Conference Series
Undoubtedly, new technological artifacts, systems, and platforms can have a major impact on the social context of any community. In his book Bowling Alone, Putnam points out how technology has fueled individualization and ultimately the erosion of the American community(Putnam, 2000). My research is interested in trust as a specific factor essential for navigating social life(Luhmann, 1973), which is also said to be affected by the adoption of various technologies (Ashmore & Restrepo-Forero, 2013; Brennan, 2021; Danaher & Sætra, 2022). Furthermore, my research is contextualized in Colombia, the country with the second lowest level of interpersonal trust in the world …
[Changing] Spaces And Services, Davide Fassi, Daniela Sangiorgi, Annalinda De Rosa, Francesco Vergani, Brian Dixon, Lou Yongqi
[Changing] Spaces And Services, Davide Fassi, Daniela Sangiorgi, Annalinda De Rosa, Francesco Vergani, Brian Dixon, Lou Yongqi
IASDR Conference Series
This track aims to delve into and extend an ongoing discourse concerning the interplay between spatial and service design, to foster a coordinated approach to designing spaces and delivering services as a single entity. The exploration revolves around how the coordinated approach in the design of spaces, interiors, and services is shaping the evolution of our modern lifestyle within intricate urban landscapes. This relation integrated into the design process facilitates the harmonization of functions, incites creative initiatives, amplifies public involvement, ensures inclusivity and diversity, and influences the behaviours occurring within a space. This topic has provided a platform for formulating …
Offline And Online Collaboration In Providing Service Design Projects For Social Innovation To Villages: A Co-Creative Action In Quanzhou, Chenfan Zhang, Valentina Auricchio
Offline And Online Collaboration In Providing Service Design Projects For Social Innovation To Villages: A Co-Creative Action In Quanzhou, Chenfan Zhang, Valentina Auricchio
IASDR Conference Series
In the field of rural revitalization, social innovation is seen as an added value for government institutions in contributing to a more prosperous society. Villages have gained increasing attention recently for achieving social innovation goals. With the support of social networks, there are many actors who can participate in the design of social innovation processes enhancing citizens' abilities to contribute . Meanwhile, The design community has developed many collaborative processes to contribute to this field, but these collaboration practices are largely local in nature and do not consider integrating online and offline collaboration. In 2022, CSDC (Chinese Service Design Community) …
The Role Of Service Design In Designing And Developing Ai Applications: Scoping Review, Yi En Isabel Tan, Jung-Joo Lee
The Role Of Service Design In Designing And Developing Ai Applications: Scoping Review, Yi En Isabel Tan, Jung-Joo Lee
IASDR Conference Series
Designing AI products presents novel challenges that traditional design methods may be insufficient to tackle. With a growing shift from design of "products" to "services", service design is a promising approach to facing these new and unique challenges. However, little research has been done to understand how service design may contribute, or to identify how it might have been adopted and used in existing projects where AI solutions were designed. This research performed a scoping review on extant publications that highlighted two things: challenges faced by designers that perceived a role of service design, and how service design has been …
A Systemic Perspective On Designing For Well-Being In Dementia Care: Learning From The Case Of Dementia Friendly Communities, Xiaolin Shen, Daniela Sangiorgi
A Systemic Perspective On Designing For Well-Being In Dementia Care: Learning From The Case Of Dementia Friendly Communities, Xiaolin Shen, Daniela Sangiorgi
IASDR Conference Series
This paper aims to analyse the potential contributions of design from a systemic perspective of well-being in dementia care and to identify areas for intervention. Specifically, the authors first provide a systemic perspective of well-being in dementia care from three levels: individual, network, and community. Then using Dementia Friendly Communities as a case study, the authors summarise three contributions areas: (1) Involving - shifting the focus from deficits and burdens to remaining capacities and contributions; (2) Connecting - enhancing service inclusivity and building care service network; and (3) Fostering - activating resources within and beyond the community. The authors then …
Transforming Resilient Healthcare Systems: Mapping The Pathway Forward With Healthcare 4.0 Technologies, Valentina Marques Da Rosa, Flavio S. Fogliatto, Tarcísio A. Saurin, Guilherme L. Tortorella, Leandro M. Tonetto
Transforming Resilient Healthcare Systems: Mapping The Pathway Forward With Healthcare 4.0 Technologies, Valentina Marques Da Rosa, Flavio S. Fogliatto, Tarcísio A. Saurin, Guilherme L. Tortorella, Leandro M. Tonetto
IASDR Conference Series
Traditional approaches to healthcare service design usually seek resilient healthcare relying on social interactions between care providers. The current growth in the adoption of digital technologies in healthcare systems, usually grouped under the acronym H4.0 (Healthcare 4.0), calls for the integration of Resilience Engineering (RE) principles and Information and Communications digital technologies in the design of healthcare services. This paper offers an expert-based mapping of how H4.0 technologies may impact four abilities that characterize resilient healthcare systems, namely: monitor, anticipate, respond, and learn. Based on our findings, we discuss how designers and healthcare managers should jointly consider RE and H4.0 …
A Design-Driven Approach To Distributed Ledger Technologies For Small Farmers Communities: A Case Study In Portugal, Sabrina Scuri, Catarina Ribeiro, Valentina Nisi
A Design-Driven Approach To Distributed Ledger Technologies For Small Farmers Communities: A Case Study In Portugal, Sabrina Scuri, Catarina Ribeiro, Valentina Nisi
IASDR Conference Series
Distributed Ledger Technology (DLT) has the potential to transform the agri-food sector, empowering rural and underserved farming communities by enabling the creation of a more environmentally sustainable and socio-economically inclusive food system. Several PoC and pilot projects are running all over the world to test this specific use case. However, the success rate of these initiatives is still limited. A critical analysis of the state-of-the-art suggests as a possible explanation for the observed trend that the current research approach to DLT for agriculture is mostly technology-driven. This limits our ability to develop solutions that provide benefits to the communities they’re …
Usage Of Service Design Pattern Language As A Method For Beginners To Effectively Acquire Their Behaviors Towards Design, Kaoru Yamamoto, Momoko Nakatani
Usage Of Service Design Pattern Language As A Method For Beginners To Effectively Acquire Their Behaviors Towards Design, Kaoru Yamamoto, Momoko Nakatani
IASDR Conference Series
In the complex society of VUCA, individuals without design expertise will be required to address problems that lack a clear solution, so called “Wicked Problems”. This study examines the potential of “Service Design Pattern Language” as a method to assist non-design experts in tackling such challenges by themselves, by acquiring behavior of design. Service Design Pattern Language captures the implicit knowledge of service designers who work on problems without clear solutions and transforms it into patterns. In current design education, mentoring and facilitation by experts are often necessary to develop the behaviors for design. However, if Service Design Pattern Language …
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 …
A Format To Bridge The Transition From University To Work: Insights From The Product-Service System Design Tour Development:, Andrea Taverna, Daniela De Sainz Molestina
A Format To Bridge The Transition From University To Work: Insights From The Product-Service System Design Tour Development:, Andrea Taverna, Daniela De Sainz Molestina
Learn X Design Conference Series
The last decades have been of significant growth for the Service Design discipline. For supporting students in understanding the multifaceted profile of the Service Designer, academia needs to reflect on how this evolution affects the educational setting as Service Design methods are now applied in different contexts to face complex societal and business challenges. This paper explores how university-industry collaboration in extracurricular activities might support students in understanding the role of the Service Designer in practice. An extracurricular activity in the format of a digital event—the PSSD Tour—addresses this inquiry by involving companies and students in conversations to explore the …
From Eyes To Ears How To Deal With The Acoustic Element ‘Voice’ As A Visual Designer, Daniela Hensel, Birgit Bauer, Stefanie Voß
From Eyes To Ears How To Deal With The Acoustic Element ‘Voice’ As A Visual Designer, Daniela Hensel, Birgit Bauer, Stefanie Voß
Learn X Design Conference Series
As part of the ‘software evolution’ (Mens, 2008), acoustic rather than visual interfaces are increasingly developing into the decisive contact point in the interaction between the product or service and the user. Voices, ‘VUI’s, play an important role the design of communication, yet communication designers are not yet firmly established in this field and, for example, the process of voice selection is often described as a particular hurdle especially when the selection needs to align with strategic parameters of a brand. This raises several questions: What role can communication designers play in the future in the complex field of designing …