2014
LANCASTER, UNITED KINGDOM
THEME:Â SERVICE FUTURES
ServDes.2014 ran over three days.
- The first day was dedicated to practical explorations of Service Design with 8 workshops led by both practitioners and academics.
- The second day was mostly focused on (long and short) papers presentations organised in three parallel sessions and 2 extra workshops.
- The third and final day was partly dedicated to papers presentation and came to an end with three parallel forums exploring the future of Service Design Research, Education and its relationship with Social Innovation.
Working at the boundaries of Service Design, Digital and Social Innovation, the keynote speaker Dominic Campbell (Futuregov), projected novel spaces and responsibilities for Service Design in relation to complex societal transformational challenges, while Prof. Pelle Ehn (Malmö University), positioned it within a historical retrospective of Participatory Design in a constant search for more democratic (service) design practices.
The conference was organised around five main themes: Emerging Directions for Service Design; Design for Service Innovation and Transformation; Service Design and Implementation; Novel Service Design Frameworks and Tools; Service Design Across Organisations.
Service Futures
ImaginationLancaster, an open and exploratory design-led research lab at Lancaster University, UK,  hosted the 2014 edition of the ServDes Conference.
ServDes.2014 focused on how Service Design is contributing to ‘Service Futures’ and how it is developing as a field of research and practice. The conference considered how the concept and role of services have been developing in the recent decades and questioned how Service Design is evolving following a similar path. Starting from its initial focus on service interactions and experiences, Service Design research and practice have entered more strategic and transformational roles, dealing with issues of organisational change, system design, sustainability and social change, amongst others. The concept and applications of this design field is also expanding and required some collective considerations.
The conference attracted 175 participants from 24 nationalities, of which 60 percent were academics and 40 percent were practitioners.
Papers:
Image | Author(s) | Title | Session | Paper type | Keywords |
|---|---|---|---|---|---|
 | Asbjørn Følstad, Knut Kvale, Joachim Bråthen, Ida Maria Haugstveit | Service Futures: What is Expected from Customer Care? | Emerging Directions for Service Design | LONG PAPERS | Customer insight, customer care, service design, future services |
| Necmiye Savut, Halime Demirkan | Priority Setting For Service Design in Age-Friendly Cities: the City of Ankara | Emerging Directions for Service Design | LONG PAPERS | age-friendly cities, collaborative approach, service design |
| Jakob Trischler, Don Scott | The Identification of Innovative Customer Groups for Collaborative Design Activities | Emerging Directions for Service Design | LONG PAPERS | service design, user innovation, lead user theory |
| Ruth Edmonds, Mary Rose Cook | Starting a Conversation: the Need for and Application of Service Design in International Development | Emerging Directions for Service Design | LONG PAPERS | Service Design, International Development, collaboration, user-centred, social innovation |
| Laura Warwick, Robert Young, Matthew Lievesley | The Potential of a Design for Service Approach to Transform Voluntary Community Sector Organisations | Emerging Directions for Service Design | LONG PAPERS | design for service, transformation, charity, public services |
| Maíra Joly, Carla Cipolla, Ezio Manzini | Informal, Formal, Collaborative: identifying New Models of Services within Favelas of Rio de Janeiro. | Emerging Directions for Service Design | LONG PAPERS | service design, social innovation, creative communities |
| Joyce Yee, Emma Jefferies, Lauren Tan | Brave New Worlds: Transitions in Design Practice | Emerging Directions for Service Design | LONG PAPERS | changing practices, roles of designers, design value, design management |
| Beatrice Villari, Marzia Mortati | Design for Social Innovation: Building a Framework of Connection Between Design and Social Innovation | Emerging Directions for Service Design | LONG PAPERS | social innovation, service innovation, collaborating, participating, networking |
| Gerasimos Balis | The Role of Service Design in the Effectual Journey of Social Entrepreneurs. | Emerging Directions for Service Design | LONG PAPERS | social entrepreneurship, service design, effectuation |
| Claudio Pinhanez | Borg-Human Interaction Design. | Emerging Directions for Service Design | LONG PAPERS | Service design; multidisciplinary design; design methods; borg-human interaction; anthropomorphization; user conflict; dramatic interaction; service blueprinting |
| Sune Gudiksen, Eva Brandt | The Service Ouroboros: Designing Persona Service Cycles. | Emerging Directions for Service Design | LONG PAPERS | service design, service cycles, touchpoint, service ecology, customer journey, empathic design, personas |
| Jeanette Blomberg, Chuck Darrah | Toward an Anthropology of Services | Emerging Directions for Service Design | LONG PAPERS | anthropology, service concepts, human condition |
| Dirk Snelders, Evelien Van de Garde-Perik, Fernando Secomandi | Design Strategies for Human-to-Human Contact in Services. | Design for Service Innovation and Transformation | LONG PAPERS | design of service, design for service, generative research |
| Jenny Darzentas, John Darzentas | Accessible Self-Service: a Driver For Innovation in Service Design | Design for Service Innovation and Transformation | LONG PAPERS | self- services, accessibility, vulnerability, Design for All |
| Ehsan Baha, Aylin Groenewoud, Koert van Mensvoort | Servitization of Products as an Approach For Design-Driven Innovation | Design for Service Innovation and Transformation | LONG PAPERS | design-driven innovation, handmade fashion industry, servitization of products |
| Sabine Junginger | Design Legacies: Why Service Designers are not able to Embed Design in the Organisation | Design for Service Innovation and Transformation | LONG PAPERS | organizational design practices, design legacies, public organizations, service design, organizational change |
| Yoko Akama | Passing on, Handing over, Letting go – the Passage of Embodied Design Methods for Disaster Preparedness | Design for Service Innovation and Transformation | LONG PAPERS | Transformative services, community, natural disasters, participatory design |
| Diane Nijs, Ir. Jo Van Engelen | Imagineering as Complexity-Inspired Method for Transformative Service Design | Design for Service Innovation and Transformation | LONG PAPERS | Service design, Organizational transformation, Emergence, Complexity, Imagineering |
| Eun Yu, Daniela Sangiorgi | Service Design as an Approach to New Service Development: Reflections and Future Studies. | Service Design and Implementation | LONG PAPERS | New service development, service design, service innovation |
| Nikki Holliday, Gillian Ward, Darren Awang, David Harson | Conceiving and Developing a Mainstream Consumer Service to Support Older or Vulnerable People Living Independently. | Service Design and Implementation | LONG PAPERS | technology, telecare, assistive technology, co-creation, user engagement, service design |
| Nicola Morelli | Challenges in Designing and Scaling-Up Community Services. | Service Design and Implementation | LONG PAPERS | Community services, scaling-up, service design |
| Alastair Macdonald, David Loudon, Anne Taylor | A Design-led Complex Intervention for the Stroke Rehabilitation Service. | Service Design and Implementation | LONG PAPERS | RCT, physical rehabilitation, complex intervention, design approaches, visualisation |
| Sara Donetto, Paola Pierri, Vicki Tsianakas, Glenn Robert | Experience-based Co design and Healthcare Improvement: Realising Participatory Design in the Public Sector | Service Design and Implementation | LONG PAPERS | Experience-based Co-design, healthcare organisations, participatory design |
| Pratik Vyas, Robert Young, Nick Spencer, Petia Sice | Creating an Evidence-Based Research Methodology to Determine whether Awareness-Based Practices Benefit Co-creation for Service Design within a Multidisciplinary Social Innovation Community. | Service Design and Implementation | LONG PAPERS | Co-creation, research method, awareness based practices |
| Mette Agger Eriksen | What triggers us?! A Close Look at Socio-Material Situations of Co-designing Services. | Novel Service Design Frameworks and Tools | LONG PAPERS | participation, triggers, service co-design situations and conversations, service design, participatory design |
| Simon Clatworthy, Robin Oorschot, Berit Lindquister | How to Get a Leader to Talk: Tangible Objects for Strategic Conversations in Service Design. | Novel Service Design Frameworks and Tools | LONG PAPERS | co-design, tangible objects, business strategy |
| Graham Dove, Sara Jones | Using Information Visualisation to Support Creativity in Service Design Workshops. | Novel Service Design Frameworks and Tools | LONG PAPERS | service evaluation, service innovation, evaluation approach, service model |
| Ragnhild Halvorsrud, Eunji Lee, Ida Maria Haugstveit, Asbjørn Følstad | Components of a Visual Language for Service Design | Novel Service Design Frameworks and Tools | LONG PAPERS | visual language, customer journey, touchpoint, CJML |
| Teresa Sarmento, Lia Patricio | Incorporating the Customer Experience along Different Iterative Cycles of Service Design | Novel Service Design Frameworks and Tools | LONG PAPERS | Mobile Service Design, Service Design iterative cycles, mobile customer experience. |
| Aaron Mullane, Jarmo Laaksolahti, Dag Svanæs | Wearable Probes for Service Design. | Novel Service Design Frameworks and Tools | LONG PAPERS | Service innovation, design probes, reflection, participatory design, personal informatics |
| Ander Altuna, Thomas Jun | The Applicability of Online Communities in Health Service Co-Design. | Novel Service Design Frameworks and Tools | LONG PAPERS | service co-design, online communities, healthcare |
| Alison Prendiville | Weaving Place into the Centre of Service Design: a Reflective Case Study. | Service Design across Organisations | LONG PAPERS | service design, place making, design anthropology |
| Masanao Takeyama, Kahoru Tsukui, Yoshitaka Shibata | Resource Oriented Service Ideation: Integrating S-D Logic with Service Design Techniques. | Service Design across Organisations | LONG PAPERS | S-D logic, resource integration, co-creation, discontinuous innovation |
| Jaana Hyvärinen, Jung-Joo Lee, Tuuli Mattelmaki | Fragile Liaison — Opportunities and Challenges in Cross Organisational Service Networks. | Service Design across Organisations | LONG PAPERS | Service network, organisational change, design for services, collaboration, senior services |
| Bettina Minder | Design for Cross-Sectorial Service Innovation – Provisional Framework | Service Design across Organisations | LONG PAPERS | service innovation, facilitation, design |
| Lara Salinas, Sebastian Weise, Serena Pollastri | Transforming the Planning Process – Challenges for the Service Designer. | Emerging Directions for Service Design | SHORT PAPERS | urban planning, public consultation, planning applications, role of service designer, existing institutions, redesigning interactions |
| Ion Iriarte, Daniel Justel, Mikel Orobengoa , Ester Val, Itsaso Gonzalez | Transforming Basque Manufacturing Companies Through Service Design. Showing the Potential of Service Thinking. | Emerging Directions for Service Design | SHORT PAPERS | service logic, servitisation, service thinking, service design |
| Eva Kirchberger, Mark Kennedy | The Future of the Service Design Category: Authentic Adaption as a Way Out? | Emerging Directions for Service Design | SHORT PAPERS | service design, market category, fads & fashion, pioneer, meaning |
| Amalia De Götzen, Nicola Morelli, Francesco Grani | Challenges and Perspectives in Service Design Curricula. The Case of the Service Systems Design Master of Aalborg University in Copenhagen. | Emerging Directions for Service Design | SHORT PAPERS | Teaching, service design, case study, learning, problem based learning |
| Ksenija Kuzmina, Tracy Bhamra | Positioning Service Design as Transformational Approach in Education for Sustainable Development (ESD). | Design for Service Innovation and Transformation | SHORT PAPERS | transformative change process, education for sustainable development |
| Heather Madden | Transforming Student Services in Higher Education. | Design for Service Innovation and Transformation | SHORT PAPERS | transform, higher education, student services |
| Asbjørn Følstad, Knut Kvale, Ragnhild Halvorsrud | Customer Journeys: Involving Customers and Internal Resources in the Design and Management of Services. | Novel Service Design Frameworks and Tools | SHORT PAPERS | Customer journeys, service design, customer involvement, methods |
| Stefan Holmlid, Johan Blomkvist | Service Archetypes, a Methodological Consideration | Novel Service Design Frameworks and Tools | SHORT PAPERS | service archetypes, design research, communication, verification |
| Francesca Foglieni, Stefano Maffei, Beatrice Villari | A Research Framework for Service Evaluation | Novel Service Design Frameworks and Tools | SHORT PAPERS | service evaluation, service innovation, evaluation approach, service model |
| Karianne Rygh, Danielle Arets, Bas Raijmakers | Defining Values through Collaboration. | Service Design across Organisations | SHORT PAPERS | Wicked Problems, Thinking through making, Intuitive explorations, Service innovations, Service design, Co-Design, Value Creation, Product Service Systems |
| Fredrik Sandberg | Dead or Alive: How Municipalities Can Use Service Design Tools to Create Live Services that are Flexible, Mindful and Involving | Service Design across Organisations | SHORT PAPERS | participatory activity mapping, design tools, service routines |
| Dimitra Chasanidou, Amela Karahasanovic | Open Service Innovation Platforms and Experience. | Service Design across Organisations | SHORT PAPERS | open service innovation platform, experience design, service experience. |
| Jennifer Ballie, Suzanne Prior | The Strategic Role of Design in Supporting Knowledge Exchange. | Service Design across Organisations | SHORT PAPERS | design thinking, knowledge exchange, collaboration |
