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Full-Text Articles in Arts and Humanities

Designing For Logic Hybridity In New Service Development: A Case Of The Estonian Youth Mental Health Systems, Eva Liisa Kubinyi, Meghan Lazier, Maarja Mõtus, Josina Vink Jul 2023

Designing For Logic Hybridity In New Service Development: A Case Of The Estonian Youth Mental Health Systems, Eva Liisa Kubinyi, Meghan Lazier, Maarja Mõtus, Josina Vink

ServDes Conference Series

Amid the shift to embrace systems thinking within service design, there is often a tendency to reduce many coexisting systems into one. This paper builds on recent literature that calls for a more mindful approach to working with plurality amid and between systems in service design. Using a research through design approach in the context of Estonia youth mental health systems, this paper presents a framework for holding onto the tensions that arise between multiple logics in new service development and maintaining logic hybridity in the service design process. By exploring how such a framework informs service design decisions and …

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Exploring The Systemic And Speculative Dimensions Into Service Design, Zijun Lin, Beatrice Villari Jul 2023

Exploring The Systemic And Speculative Dimensions Into Service Design, Zijun Lin, Beatrice Villari

ServDes Conference Series

The scale and process of Service Design are expanding and evolving as the emerging challenges they face become increasingly complex and uncertain. In order to cope with the systemic complexity and uncertainty of future changes when designing service (eco)systems, more holistic and speculative dimensions are needed to be considered. In the field of design, Systemic Design and Speculative Design are considered to have the capacities to deal with systemic complexity and critically consider future uncertainty. Therefore, this study aims to explore from the theoretical level to the operational level to understand if and how Systemic Design and Speculative Design can …

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Issues Integrating Urban Data And Citizen Participation, Raquel Cordeiro, Manuela Quaresma, Isabel Froes Jul 2023

Issues Integrating Urban Data And Citizen Participation, Raquel Cordeiro, Manuela Quaresma, Isabel Froes

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The smart city concept goes beyond expanding technology, including sustainability and citizen well-being. The growth of available datasets provides rich material for public management. However, the potential of this information is underused due to its breadth and complexity. One key challenge is associating it with qualitative research. To address this challenge, within the scope of a PhD research, a set of interviews were carried out with professionals working in the area of smart city and public development in three European cities. The aim was to identify issues and solutions in projects with urban data and citizen participation and better grasp …

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Rede Refugia: Mutuality And Collaboration For The Integration Of Different Stakeholders In The Refugee Crisis, Estevão Cristian Da Silva Leite, Tharcisio Fontainha, Placide Ikuba, Híngred Resende, Fábio Soares Da Silva, Matheus Henrique Junqueira De Moraes, Luisa Videira Filardi Jul 2023

Rede Refugia: Mutuality And Collaboration For The Integration Of Different Stakeholders In The Refugee Crisis, Estevão Cristian Da Silva Leite, Tharcisio Fontainha, Placide Ikuba, Híngred Resende, Fábio Soares Da Silva, Matheus Henrique Junqueira De Moraes, Luisa Videira Filardi

ServDes Conference Series

The Rede Refugia is a collaborative service that proposes facilitating the reception, protection and integration of refugees, asylum seekers and stateless persons (hereafter only called refugees). The service is based on mutuality and collaboration among refugees, humanitarian organisations, private entities and other stakeholders operating in the humanitarian ecosystem. The paper aims to discuss how Service Design facilitates the process of co-creation and co-design of a refugee integration ecosystem with different stakeholders. As for the methodology, the research considers Design Science Research (DSR), focusing on the demonstration and evaluation steps. This research contributes with the description of the co-creation and co-design …

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Amplifying The Politics In Service Design, Yoko Akama, Ann Light, Shana Agid Jul 2023

Amplifying The Politics In Service Design, Yoko Akama, Ann Light, Shana Agid

ServDes Conference Series

Witnessing the speed of growth and reach in demand for service design (SD) confronts us to ask what neoliberal forces are behind this acceleration? Are services, systems and structures really improving at this velocity, and what are we eroding and ignoring in turn? Pausing to ask about the direction and effect of change is critical to recognising SD’s implication in the status quo. This paper presents a methodology of noticing precedents that are quotidian and dystopian to show how dominant logics of SD are commodifying social practices of relating and organising. By slowing down to attend, listen and reflect, our …

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A Systematic Literature Review On Utilisation Of Behavioural Data In Service Design: Unexplored Potentials On Data Utilisation On Co-Design, Mika Yasuoka, Yuki Taoka, Momoko Nakatani, Nana Hamaguchi, Shigeki Saito Jul 2023

A Systematic Literature Review On Utilisation Of Behavioural Data In Service Design: Unexplored Potentials On Data Utilisation On Co-Design, Mika Yasuoka, Yuki Taoka, Momoko Nakatani, Nana Hamaguchi, Shigeki Saito

ServDes Conference Series

This study provides a systematic literature review, investigating current uses and application of behavioural data in services design process. The results show a predominance of data usage either on product design process by professional designers or on personal reflection by service users, and more importantly, there is a large gap in what designers and users can benefit from data. The paper argues that such a gap limits the potentials of data in service design and highlights the importance of co-design between designers and users within data-driven design.

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Co-Design As A Public Service To Support Social Innovations In City Making, Daniela Selloni, Anna Meroni, Marta Corubolo Jul 2023

Co-Design As A Public Service To Support Social Innovations In City Making, Daniela Selloni, Anna Meroni, Marta Corubolo

ServDes Conference Series

This paper discusses the conditions and some possible ways in which co-design can be regarded as a public service offered by public administrations to city dwellers and organizations to foster social innovation in city making projects. It starts by discussing the theoretical and operational entanglement of public services, co-design and place making, in order to understand the background that generates the research question on the opportunity to consider co-design as a public service and set up the conditions for it to be so. Then, the paper presents a case study of a co-design process developed for the city of Reggio …

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Creativity, Value Cocreation And Reflexivity: How Functional And Cooperative Economy’S Approach Enhances Service Design Performance, Clayton Costa, Amanda Xavier Jul 2023

Creativity, Value Cocreation And Reflexivity: How Functional And Cooperative Economy’S Approach Enhances Service Design Performance, Clayton Costa, Amanda Xavier

ServDes Conference Series

Service design is a pivotal component of innovation, which intersects resources, people, and processes in its practices. It has provided valuable improvement to companies' business but has also delivered some divergences because some business models are only sometimes aligned with the company's service. Functional and Cooperative Economy (FCE) is an economic model in which its approach can offer service design a new frame for action-oriented activity, promoting spaces to explore creativity, value cocreation and reflexivity. Creativity helps people materialize ideas to create new goods or services. Value cocreation is a dialogic process to create shared value, reinforcing collective resources. Moreover, …

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The Design As Intragroup Conflict Mediator, Gilberto Mendes, Rita Couto, Apparecida Mamede-Neves, Celso Wilmer Jul 2023

The Design As Intragroup Conflict Mediator, Gilberto Mendes, Rita Couto, Apparecida Mamede-Neves, Celso Wilmer

ServDes Conference Series

Service Design presents new challenges in its practice as we widen the complexity of its activity scope. Among the many issues to be dealt with, complexity may be associated to carrying out multidisciplinary workgroups, where people from different areas of a company, social group leaders, specialists with specific knowledge, all have a say during the group process by applying their technical skills and distinct viewpoints to solve a problem. The dialectics that happen in such work debates generate conflict situations, which can be interesting creative drivers, thus requiring the designer to uphold a specific expertise to mediate them. This article …

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Sospesa – Neighbourhood Solidarity Networks For The Recovery, Distribution, And Valorisation Of Food Surplus, Davide Fassi, Anna Meroni Jul 2023

Sospesa – Neighbourhood Solidarity Networks For The Recovery, Distribution, And Valorisation Of Food Surplus, Davide Fassi, Anna Meroni

ServDes Conference Series

This paper presents and discusses the redesign of a charity activity, implemented in a neighbourhood of the city of Milan, into an innovative service called 'SOSpesa'. By creating, activating and experimenting a network of local actors to achieve a solidarity aim against food poverty, SOSpesa also implements a strategy to fight food waste and support local shops. Acting on a neighbourhood scale, it leverages the local context as a strength of the service, exploiting the networks already existing in the specific context of NoLo, the ‘North of Loreto’ area of the city. The paper illustrates the initiative's ongoing transformation from …

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Service Design For A Systemic And Dynamic Understanding On Well-Being, Xiaolin Shen, Daniela Sangiorgi Jul 2023

Service Design For A Systemic And Dynamic Understanding On Well-Being, Xiaolin Shen, Daniela Sangiorgi

ServDes Conference Series

As the world has become more interconnected and complex, there is an increasing awareness of the importance of considering well-being collectively. This paper aims to explore how service design can contribute to the shift from an individual well-being perspective to a more systemic and dynamic understanding. The authors first conducted literature reviews about three key well-being constructs: resource-challenges equilibrium (individual well-being), balanced centricity in value networks (network well-being), and actor ecosystems (community well-being). Using these constructs as lenses, the authors have then selected three service design interventions to describe service design approaches and contributions at different well-being levels. Finally, the …

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Challenges And Opportunities For Service Design[Ers] In Vietnam: The Ho Chi Min City’S Public Healthcare Context, Renato Antonio Bertão, Thai Nguyen Dac Jul 2023

Challenges And Opportunities For Service Design[Ers] In Vietnam: The Ho Chi Min City’S Public Healthcare Context, Renato Antonio Bertão, Thai Nguyen Dac

ServDes Conference Series

In the last decade, service design has been promoted globally as an approach to creating efficient and meaningful experiences for customers, users, and citizens. However, in some regions, its practices are incipient. This study listened to design practitioners in Ho Chi Minh City, the largest Vietnamese metropolis, to unveil issues and opportunities for service design in the public sector, mainly healthcare services. The practitioners’ lenses helped to identify various HCMC citizens’ pain points to accessing public [healthcare] organizations. It also describes obstacles professionals face collaborating with government bodies to propose a change via service design. Although the local designers suggested …

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The Transformative Role Of Service Design – A Case Study Of A Public Library, Justyna Starostka, Nicola Morelli, Amalia De Götzen Jul 2023

The Transformative Role Of Service Design – A Case Study Of A Public Library, Justyna Starostka, Nicola Morelli, Amalia De Götzen

ServDes Conference Series

Using a wider context of a growing role of service design (SD) in different change processes, the aim of this article is to explore the transformative role of service design on two levels: organizational and societal. We investigated a transformation process of a public sector organization – a public library, showing how service design can be a vehicle of organizational and societal changes. We were able to map 3 cycles of transition that have been gradually expanding the visions, theories of change, mindsets, and new ways of designing in the organization, helping to achieve more and more agency in transforming, …

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Multistakeholder Service Design Framework For Design Of Patient Care Pathways - A Case Of Joint Management Of Pain Patients In The Health, Labour And Welfare Services In Norway, Ashis Jalote-Parmar, Dag Takuro Hara, Ida Guldbrandsøy, Astrid Woodhouse, Karen Walseth Hara Jul 2023

Multistakeholder Service Design Framework For Design Of Patient Care Pathways - A Case Of Joint Management Of Pain Patients In The Health, Labour And Welfare Services In Norway, Ashis Jalote-Parmar, Dag Takuro Hara, Ida Guldbrandsøy, Astrid Woodhouse, Karen Walseth Hara

ServDes Conference Series

Offering pain management services is a cohesive effort involving several stakeholders such as health, labour and welfare services. Globally, efforts are being made to develop streamlined patient care pathways, but there remains a specific need to improve and build the health care delivery services, for pain prevention, assessment, treatment, management, and follow-up. This raises the need for customised service design frameworks that provide guidance to both designers and healthcare providers in systematically involving multiple stakeholders to design patient-centered health care pathways. This paper presents a human-centered design case of service design for joint management of pain patients in the health, …

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Situated Knowledges In Action. The Nolo Situated Vocabulary, Virginia Tassinari, Francesco Vergani, Ambra Borin Jul 2023

Situated Knowledges In Action. The Nolo Situated Vocabulary, Virginia Tassinari, Francesco Vergani, Ambra Borin

ServDes Conference Series

Sometimes the context in which we design urges us to question and rethink the work we do from a slightly different perspective. When working in Participatory Design (PD) processes, we do not necessarily question the hermeneutic paradigm we use nor focus on the idea of knowledge we engage with. This is certainly the case of this project, a neighbourhood Situated Vocabulary where the context literally urged us to rethink our approach to PD with the aim of mitigating social polarisations by embracing the perspective of marginalized (human and more-than-human) actors. To do so, we are compelled to address the epistemological …

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The Prototyping Service Experience As A Tool Of Empathy And Research: From Finland To Chile, Mariluz Soto, Satu Miettinen, Mira Alhonsuo Jul 2023

The Prototyping Service Experience As A Tool Of Empathy And Research: From Finland To Chile, Mariluz Soto, Satu Miettinen, Mira Alhonsuo

ServDes Conference Series

This article shows the journey of exploring a Finnish service prototyping laboratory with the purpose to create a similar environment in Chile with an emphasis on empathy. Service prototyping is one of the important stages of the service design process where all ideas converge and make visible the opportunities to improve services. Making ´the ideas visible´ happens through building collaborative mockups to shape and test possible solutions or service journeys. In Chile, service design is not widely developed and the prototyping stage is more common for the development of products than services. The article dive into the question ´How service …

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Designing Transformative Processes In Mountain Realms, Laura Galluzzo, Ambra Borin, Elena Enrica Giunta Jul 2023

Designing Transformative Processes In Mountain Realms, Laura Galluzzo, Ambra Borin, Elena Enrica Giunta

ServDes Conference Series

Alpine territories are experiencing a period of new dynamism in which relations with the urban environment play an important role in terms of cultural redesign of values, physical and functional connections with local areas and the creation of rurban-mountain networks. This contribution aims to highlight the challenge to trigger a long-term territorial strategy for the Valtellina area – in the Italian Alps – from short-term actions and processes to lead local heritage and cultural production and make stakeholders part of this collective visioning and design practices. Actually, this article illustrates the approaches and methodologies applied to two research and educational …

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Transition Through Handprint Business Design For Eco-Responsible Consumer Solutions, Mirja Kälviäinen, Kati Kumpulainen, Anna Palokangas, Enna Eloranta Jul 2023

Transition Through Handprint Business Design For Eco-Responsible Consumer Solutions, Mirja Kälviäinen, Kati Kumpulainen, Anna Palokangas, Enna Eloranta

ServDes Conference Series

The requirements for corporate environmental responsibility have shifted from reducing the carbon footprint of production to also cover the increasing use of carbon handprint by lowering the environmental impact of the offering. This paper discusses the guidance and development tools that support environmentally responsible, customer-orientated offering development in small-scale businesses. This support for the businesses has been created through business interviews, benchmark analysis, and co-creation in training sessions. The customer-driven design tools for environmentally responsible product and service solutions consist of a systemic design type of loop canvases to enable the modelling of low-impact consumption and production, and tools to …

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Virtual Co-Creation Workshop: Collaboration Design For Place Innovation, Thiago Gomes De Lima, Sisse Grøn, Ole Broberg, Francisco De Assis Esteves Jul 2023

Virtual Co-Creation Workshop: Collaboration Design For Place Innovation, Thiago Gomes De Lima, Sisse Grøn, Ole Broberg, Francisco De Assis Esteves

ServDes Conference Series

In this paper, we investigate how virtual co-creation workshops can be conducted. Therefore, sharing experiences with virtual collaborative methodologies is interesting to support researchers, designers, students, and professionals interested in innovation. Thus, the workshop serves as an illustrative case to convey our knowledge of this growing phenomenon, so it is intended to share an experience of design and evaluation of an experiment in virtual co-creation workshops aiming to contribute to the collaboration design for Place Innovation. We found that some challenges must be considered when planning co-creation workshops virtually, especially for Place Innovation, among them: the participants' ability to deal …

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Hybrid Water Cultures: Implications For Service Relations With Diverse Water Users In Sydney, Australia, Abby Mellick Lopes, Zoë Sofoulis Jul 2023

Hybrid Water Cultures: Implications For Service Relations With Diverse Water Users In Sydney, Australia, Abby Mellick Lopes, Zoë Sofoulis

ServDes Conference Series

How do diverse communities encounter and respond to government water services? This paper explores shifting cultural dynamics of a diverse group of Mandarinspeaking migrants in Sydney, Australia and implications for services in the context of a research project with a major water utility. Significant challenges for water services in Australia were unpacked. The central challenge we explore in this paper is the validity of the operational category of the ‘average customer’ which had been relatively stable for Sydney Water for over a century. However, in the last 20 years, the culture of Australia has shifted away from Europe and toward …

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Staging, Co-Creating And Reframing: A Framework To Map A Community-Based Project, Nicola Morelli, Antonella Valentina Rinaudi, Laura Sanz Gonzalez, Sofia Santos Melian, Olga Cirocka, Halid Smajlovic Jul 2023

Staging, Co-Creating And Reframing: A Framework To Map A Community-Based Project, Nicola Morelli, Antonella Valentina Rinaudi, Laura Sanz Gonzalez, Sofia Santos Melian, Olga Cirocka, Halid Smajlovic

ServDes Conference Series

The extension of the design domain over the last decades has shifted the focus from products to processes and opened the design process to new actors. The most applied frameworks to map the design process include several phases and techniques that can support focusing on stakeholders, but they are represented as fundamentally linear processes. These models might be insufficient in the currently expanded design domain where the designer has the role of facilitator rather than expert, and recursivity is essential. Based on a case study, this paper proposes a new design process of staging, co-creating and reframing that happens recursively …

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Smoties: Scenario-Building For Creative Future Solutions In Remote Places, Annalinda De Rosa, Valentina Auricchio, Vanessa Monna Jul 2023

Smoties: Scenario-Building For Creative Future Solutions In Remote Places, Annalinda De Rosa, Valentina Auricchio, Vanessa Monna

ServDes Conference Series

This paper introduces a scenario-building design methodology used in setting up a four-year Creative Europe Program project co-funded by the European Union. The project addresses an emerging field of action that aims to explore how small and remote places can benefit from the design of cultural and creative innovations within public spaces and in collaboration with local stakeholders. The paper describes how a common ground of scenarios has been designed for the development of project trajectories by defining future visions of action within small and remote places in Europe. This methodology is currently being applied and tested in ten pilot …

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Let’S Step Into Each Other’S Worlds: Designing For Local Transformation Processes, Froukje Sleeswijk Visser, Jeroen Van Erp Jul 2023

Let’S Step Into Each Other’S Worlds: Designing For Local Transformation Processes, Froukje Sleeswijk Visser, Jeroen Van Erp

ServDes Conference Series

In our densely-populated cities, fostering harmony between differing communities is an increasingly difficult art, and one in which design can provide positive contributions. This paper describes a design project which aimed to decrease tensions between youth and residents in a city neighbourhood through an empathy-building process. Individuals from both groups were guided through the process of stepping into each others’ worlds (through Virtual Reality) and developing solutions together to address points of tension. Their individual transformative processes were tracked in order to make the implicit outcomes of such design processes explicit. Throughout this process new dynamics and connections emerged, revealing …

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Teaching Service Design: Pedagogical Reflections, Lara Salinas, Silvia Grimaldi, Maria Alejandra Lujan Escalante, Hena Ali, Marion Lagedamont, Alison Prendiville Jul 2023

Teaching Service Design: Pedagogical Reflections, Lara Salinas, Silvia Grimaldi, Maria Alejandra Lujan Escalante, Hena Ali, Marion Lagedamont, Alison Prendiville

ServDes Conference Series

We present critical reflections from our teaching and learning, design research and knowledge exchange practices to posit a pedagogy of service design. A salient characteristic of this pedagogy is that we involve cohorts of postgraduate students in complex multi-stakeholder projects. We created the Service Futures Lab to provide infrastructure for these projects. When the Lab collaborates with courses across the university it bridges the requirements of the student curriculum with the requirements of our collaborators, aligning with university and our own research agendas and interests. We outline how the learning by doing approach of the Lab contributes to building a …

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From Ideas To Policies, Through Places:Service Design-Driven Prototyping Guidelines For Urban Regeneration, Francesca Foglieni, Francesco Leoni, Laura Cipriani, Stefano Maffei Jul 2023

From Ideas To Policies, Through Places:Service Design-Driven Prototyping Guidelines For Urban Regeneration, Francesca Foglieni, Francesco Leoni, Laura Cipriani, Stefano Maffei

ServDes Conference Series

This paper describes the development of a set of service design-driven guidelines for prototyping in urban regeneration processes. After introducing urban regeneration as a policy area acting on cities’ social and cultural aspects, the authors consider three perspectives from design research to frame the service design intervention in urban regeneration. Further, the characterising aspects of prototyping in the public sphere are considered to advance a refinement of the typical service design approach to prototyping for this domain. The paper then describes the guidelines, developed through the experience of an ongoing research project, providing practical step-by-step suggestions for each prototyping cycle …

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Service Design As A Practice Of Freedom In Collaborative Cultural Producers, Isabela Luiza Molin De Siqueira, Frederick M. C. Van Amstel Jul 2023

Service Design As A Practice Of Freedom In Collaborative Cultural Producers, Isabela Luiza Molin De Siqueira, Frederick M. C. Van Amstel

ServDes Conference Series

Service design is strongly linked to practices that maintain workers' dependency on management. Social movements in Brazil eschew hierarchical management, instead seeking self-management based on solidarity, equality, and democracy. In recent years, social movements appropriated digital infrastructures to design and deliver collaborative services. This paper hypothesizes that this could be considered designing services as a practice of freedom. The hypothesis is explored through a descriptive study of the self-management practices of a particular collective associated with the Brazilian Digital Culture movement.

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An Overview Of Service Design Education In Latin America, Matheus Pereira Ferreira Ventura, Carla Martins Cipolla Jul 2023

An Overview Of Service Design Education In Latin America, Matheus Pereira Ferreira Ventura, Carla Martins Cipolla

ServDes Conference Series

Despite services being the largest component of the world economy, their importance may still not be recognized in regions such as Latin America. Therefore, this contribution presents exploratory research informed by the steps of a systematic literature review to collect, organise, and analyse educational offerings in Service Design, including graduate and specialisation levels, thematic areas, and specific courses offered under these programs in Latin America. The research results reveal that only eleven institutions ranked as the best in Latin America have Service Design offerings at the aforementioned levels. The findings indicate a lack of educational offerings in Service Design in …

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Democratizing Ideation: A Critical Need For Business Innovation, Sylvan Lobo, Bhaskarjyoti Das, Ravi Mahamuni Jul 2023

Democratizing Ideation: A Critical Need For Business Innovation, Sylvan Lobo, Bhaskarjyoti Das, Ravi Mahamuni

ServDes Conference Series

Businesses constantly need novel ideas to sustain and grow. Ideation techniques often rely on human skills. It is difficult for untrained participants to be creative and arrive at high-quality ideas in quantity. Service design aids businesses to enhance their product and service offerings. Ideation processes in service design and business context need special attention considering the variety of stakeholders involved and their limited familiarity with creative techniques. We aim to make ideation more democratic and accessible to business stakeholders with a focus on quantity as well as quality. Using action research and research-through-design methods, we explored several approaches to enable …

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Designing A Sustainable Collaborative Food Service For Entrepreneurs In A University Environment, Larissa Farias, Carol Soares, Ivan Bursztyn, Carla Cipolla Jul 2023

Designing A Sustainable Collaborative Food Service For Entrepreneurs In A University Environment, Larissa Farias, Carol Soares, Ivan Bursztyn, Carla Cipolla

ServDes Conference Series

This paper aims to describe the service design of a collaborative entrepreneurship in a university environment that seeks to improve the local food in line with sustainability concepts. Design Science Research was adopted as a research method and generated an artifact, a collaborative business service of sustainable gastronomic products. This method adopted a three-cycle structure: relevance, design and rigor. To support the construction of the artifact, service design and codesign approaches were considered. The result of this process includes carrying out activities with an interdisciplinary team of researchers, as well as the participation of entrepreneurs in codesign workshops. The solution …

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Collaborative Fashion Consumption: Second-Hand Psss As Agent Of Change, Gabriela Fabro Cardoso, Alessandra Spagnoli Jul 2023

Collaborative Fashion Consumption: Second-Hand Psss As Agent Of Change, Gabriela Fabro Cardoso, Alessandra Spagnoli

ServDes Conference Series

The second-hand market has been in the spotlight when it comes to circular and collaborative fashion studies. Resale service dynamics and designs have been reinvented over time, currently influenced by consumer demands and their new ways of thinking about the fashion industry. Within this context, this paper aims to draw an up-to-date mapping of current second-hand practices in the fashion sector in the Brazilian context. Through a proposed model - an interpretative framework for PSSs in fashion second-hand market - three different clusters (thrift shops, digital marketplaces, and virtual social communities) were identified, mapped and analysed, representing three different approaches …

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