Digital Commons Network^™

Exemplars In Service Design, Johan Blomkvist, Stefan Holmlid

ServDes Conference Series

Exemplars play an important role in applied service design but are largely overlooked in academic literature. So far; most design research in other fields has concerned how surface properties of exemplars are incorporated in the current design; but services are different from most other design disciplines in regard to material. To expand the understanding of how exemplars matter to service design; material from recordings and observations of design meetings have been analysed. We observed a pattern that exemplars; in this case; were introduced in communication in the format of micro-narratives that express emotional impact of service elements. This study shows …

Clinicians As Service Designers? Reflections On Current Transformation In The Uk Health Services, Valerie Carr, Daniela Sangiorgi, Monika Büscher, Sabine Junginger

ServDes Conference Series

The British National Health Service (NHS) has been involved in profound transformation to keep pace with; and shape; changes in our society. Innovation has been driven by the necessity to transform old hierarchical and paternalistic models into a modern health system; moving care closer to home; mobilizing and tailoring services to individual patients' and their carers' needs through the introduction of radically new services. This paper explores a particular element of ongoing NHS reform: Practice Based Commissioning (PBC). Based on first findings of a research project called “Design in Practice. Change and Flexibility within Health Providers” funded by the EPSRC …

Bridging The Gap Between Brand Strategy And Customer Experience In Services: The Target Experience Tool, Simon Clatworthy

ServDes Conference Series

This paper describes work in progress for the development of a structured process that helps crossfunctional development teams to bridge the gap between a company's brand strategy and experiences for customers. The process is aimed to assist and structure the very early stages of the service development process; the fuzzy front end. Further; it describes a tool that has been developed that can be used to assist this transformation; by scoping the 'target experience' for a proposed service. The tool uses role-playing; using professional actors to improvise upon key experience words such that behaviours and customer experiences are explored. The …

Exploring Service Blueprints For Multiple Actors: A Case Study Of Car Parking Services, Thomas Wreiner, Ingrid Mårtensson, Olof Arnell, Natalia Gonzalez, Stefan Holmlid, Fabian Segelström

ServDes Conference Series

Service blueprints are usually included in listings of standard methods within service design. Still; little research has been conducted on service blueprints. The case study at hand explores how blueprints can be applied in a situation with three key actors; all with different motives and wishes. The case study is within the domain of car parking; a service which at a first glance may seem simple; but is rather complex when scrutinized. Three ways of blueprinting the situation are presented and discussed in the paper. Finally issues which arose from the blueprinting process are discussed in regard to implications for …

Exploring Overlaps And Differences In Service Dominant Logic And Design Thinking, Katarina Wetter Edman

ServDes Conference Series

Design tradition takes the user as a starting point and focuses on his or her needs; wants and expectations. Recently; within the service marketing/management area; the user has been highlighted not only as “the king”; but as the only one to determine value. This new logic is termed Service Dominant Logic. Some of the key principles underlying Service Dominant Logic (SDL) and Design Thinking (DT) are strikingly similar. Even if the two concepts stem from different backgrounds; both are deeply concerned with the creation of value and the importance of understanding the users/customers. This similarity could be a fruitful ground …

Visualtiles: Communication Tools For (Service) Design, Chiara Diana, Elena Pacenti, Roberta Tassi

ServDes Conference Series

Taking into account the importance of visualization within service design discipline due both to the limited visual appearance of services and to the heterogeneous group of figures involved in their conception and construction; this research paper proposes an investigation of the representation paths that could help the comprehension and use of visualization during the design process (1). This research topic has been studied from a design perspective and from a design culture background; in order to provide a contribution to the service discipline in the broad sense. The analysis of the representations in terms of level of iconicity (abstract vs. …

Service Design Leadership, Judith Gloppen

ServDes Conference Series

The service sector is now the dominant part of many western economies – and seems to be growing in importance. To differentiate their offerings; service providers need to be innovative to meet conscious and unconscious user needs. The innovation process to improve and redesign the way organizations deliver services demands collaboration from multiple sources; of which two are competence in design and in strategic leadership. The variety of services offered in the market raises cross-functional internal and external service leadership issues. How businesses understand and organize design activities can have a profound impact on the innovation process and outcome. Organizational …

Managing Stakeholder Involvement In Service Design: Insights From British Service Designers, Qin Han

ServDes Conference Series

The global shift towards a service-based economy has led many organisations to rethink their operations and strategies from a service-centred point of view; which is intangible; customeroriented and relational (Vargo and Lusch; 2008). Professionals and scholars from different disciplines have subsequently pioneered practices and research in the field of service. As a response; Service Design; with its creative- and people-centred nature emerged as a distinct discipline. Designing a service system requires input from all stakeholders; which include internal stakeholders from the different organisational functions; as well as external stakeholders such as user groups and supply teams. When design specialists are …

Participative, Co-Operative, Emancipatory: From Participatory Design To Service Design, Stefan Holmlid

ServDes Conference Series

In the discourse of service design; terms such as platforms; transformation and co-creation have become part of what seems to be an emergent lingua franca. In the participatory design discourse; and the surrounding design traditions; related terms and ideas were developed. The development of the discourse of participatory design; during the last three decades of the 20th century; influence the way we understand the provisions for and possibilities of service design. The analysis is performed along three themes collected from the development of participatory design; and examples of how the legacy of participatory design has been appropriated are given. We …

Co-Creating Solutions - Combining Service Design And Change Laboratory, Juha Kronqvist, Korhonen Satu-Mari

ServDes Conference Series

This paper is an introduction and reflection of a method integration project in a service development context. In the project; two complementary methods were used to co-create new service offerings and improve the work activity in a ferry line restaurant. The research aim was to test the integration of two different development methods; service design and the Change Laboratory. The assumption behind the work was that new service development requires methods for both creating new concepts and for successfully implementing them in the organization. By combining these methods; the project was able to expand the scope of service design from …

Someone Else's Shoes - Using Role-Playing Games In User-Centered Service Design, Peter Kaario, Kirsikka Vaajakallio, Vilma Lehtinen, Vesa Kantola, Kai Kuikkaniemi

ServDes Conference Series

Laugh and enthused voices fill the big lecture room when four groups around the room play a Character Game; a game that combines elements from role-playing and personas. We have decided to share the user study results in a service design project within multidisciplinary group of people from three companies [designers; managers etc.] by playing a design game; a game in which the participants should step into someone else's shoes. We; the researchers who have developed the game; have been anxious about peoples' reactions but now we start to relax; the game seems to work after all. The atmosphere feels …

Beyond The Experience. In Search Of An Operative Paradigm For The Industrialisation Of Services, Nicola Morelli

ServDes Conference Series

After many years; in which service design occupied some blurred areas in different disciplines; this activity is now creating its own ground and consolidating both practice and research. The increasing number of conferences and publications on service design; the growing number of cases and the emergence of new education programs are contributing to raise service design to the status of an independent disciplinary area. The contributions to the definition of a disciplinary corpus for service design come from two main directions: the first concerns the definition of a methodological framework for service design. This area is developing methodological tools for …

‘Love Lewisham’, Improving Stakeholder Satisfaction In Local Government Service: A Case Study Of Strategic Public Sector Service Innovation, Alison Prendiville

ServDes Conference Series

This paper will present a case study on how the London Borough of Lewisham is creating 'pull' services using technology to address specific community problems relating to the local environment by opening up new communications channels between residents; council staff and other local government stakeholders. The focus will initially centre on how the service design has been effective strategically; impacting internally on the organisational culture within Lewisham's Environment Office and; at the same time; involving residents in the service provision thus providing a feedback mechanism and voice of local residents. The paper will then explore the specific nature of 'Love …

Communicating Through Visualizations: Service Designers On Visualizing User Research, Fabian Segelström

ServDes Conference Series

Visualizations are commonly seen as one of the distinguishing features of service design; yet little research has been done on the topic. Building on questions raised by recent research (Segelström & Holmlid; 2009) this paper analyses the results from 14 interviews with practicing service designers. The interviews focus on user research. The analysis is aimed at answering why service designers visualize their material. It is found that the various visualization tools all serve the purpose of communicating user data to different recipients. Additionally the results points towards that there is a set of basic techniques; such as customer journeys and …

Conceptualising Services - Developing Service Concepts Through At-One, Christian Tollestrup

ServDes Conference Series

What are service design concepts in AT-ONE and how is the workshop process supporting the generation of these concepts? Based on the ongoing AT-ONE project this paper will outline some of the main methodological and theoretical foundation for generating concepts for services seen from a design perspective. Through the use of a combination of the Vision-based approach (Lerdahl; 2001); the systems perspective and concept definitions (Keinonen & Takala; 2006) a service design concept definition is proposed. The main methods and approach from a design perspective regarding clustering (Tassoul & Buijs; 2006) and approach towards design are summarized to describe the …

Nor'easter News Volume 3 Issue 5, Nor'easter News Staff

Nor'easter News

The eighteenth issue of the University of New England's student-run newspaper, Nor'easter News.

Spartan Daily November 24, 2009, San Jose State University, School Of Journalism And Mass Communications

Spartan Daily (School of Journalism and Mass Communications)

Volume 133, Issue 44

Michael Stratechuk V. South Orange Maplewood Board

2009 Decisions

USDC for the District of New Jersey

Holly Boylan V. Jackson Natl Life

2009 Decisions

USDC for the District of New Jersey

Mary Whitesell V. Dobson Comm

2009 Decisions

USDC for the Western District of Pennsylvania

Charles Hudson V. Siemens Logistics And Assembly

2009 Decisions

USDC for the District of New Jersey

Ua12/2/1 College Heights Herald, Vol. 85, No. 22, Wku Student Affairs

WKU Administration Documents

WKU campus newspaper reporting campus, athletic and Bowling Green, Kentucky news. Articles:

• Jenkins, Spencer. Professor Found Dead in Vehicle – Martha Richmond aka Bettina
• Lintner, Jonathan. Willie Taggart Returns to Hill – Football
• Hicks, Billy. Officials: Arts Venues Won’t Clash – Southern Kentucky Performing Arts Center, Van Meter Hall, SKyPAC
• Simpson, Mandy. Mid-Life Classes – Adult Learners
• Ulber, Emily. International Enrollment Rises – Admissions
• Cesare, Albert. A Thousand Words – Bill Schumm, Artists
• Harris, Shakia. Student Government Association Opens Drinking Age Debate
• Wilson, Laurel. Housing & Residence Life to Debut Dorm Version of MTV Cribs
• Erskine, Anne. Editorial Cartoon re: …

Staff Senate Executive Committee Minutes, 2009 November 24, Clemson University

Staff Senate Minutes

No abstract provided.

Keith Stouch V. Twp Of Irvington

2009 Decisions

USDC for the District of New Jersey

Concerto For Violoncello And Orchestra, Op. 27 By Paul Wranitzky: A Critical Edition, Sharon Meilstrup

Theses and Dissertations

The Czech composer Paul Wranitzky (1756–1808) worked primarily in Vienna during the height of musical Classicism. He was well-respected among the higher artistic circles during his day as a composer, violinist, and conductor. His excellence in conducting was recognized by Haydn and Beethoven. His compositions were favored by Empress Marie Therese. Despite his contemporary fame and esteem, his works are relatively unknown today. His works are being revived today, bringing these once popular compositions back to the public. This thesis presents a critical edition of Wranitzky's cello concerto in C Major, appearing for the first time in a scholarly edition. …

Vision-Based Precision Landings Of A Tailsitter Uav, Paul Travis Millet

Theses and Dissertations

We present a method of performing precision landings of a vertical take-off and landing (VTOL) unmanned air vehicle (UAV) with the use of an onboard vision sensor and information about the aircraft's orientation and altitude above ground level (AGL). A method for calculating the 3-dimensional location of the UAV relative to a ground target of interest is presented as well as a navigational controller to position the UAV above the target. A method is also presented to prevent the UAV from moving in a way that will cause the ground target of interest to go out of view of the …

Faculty Affairs Minutes 11/24/2009, Faculty Affairs Committee

Faculty and P&A Affairs Committee

No abstract provided.

Blogging Out Of Debt: An Observational Netnography, Wendy Garland

Theses and Dissertations

The purpose of this study was to observe weblogs in their natural setting and to investigate the nature of collective learning within the debt blogging community. How individuals who blog their experiences with getting out of debt use their weblogs as well as the role of the commenter in the debt blogging process were also researched. Four distinct literature pools were used to frame this study including the theory of social constructivism, the context of communities of practice, the problem of consumer debt, and the medium of blogging. Utilizing observational netnography, six weblogs were researched which were comprised of individuals …

Bulletin, Dmacc Marketing

Bulletin

No abstract provided.

Beauty, Ugliness, And Meaning: A Study Of Difficult Beauty, Christine Anne Palmer

Theses and Dissertations

The emergence of modern art, and subsequently contemporary art, has brought with it a deep-rooted deliberation of the definition of beauty and its role in the realm of art. Unlike many representational artworks, contemporary art less often contains a beauty that is readily available on the surface of an artwork- an easy beauty. Instead, it often possesses a beauty that requires substantial reasoning and understanding- a difficult beauty. Just as the definition of beauty has and will continue to be culturally and historically changing, so must our methodological and pedagogical practices in regards to beauty and Aesthetics. As Art Educators, …