ServDes.2018 ran over three days.

  • The first day was mainly dedicated to introducing the theme of the conference. The international chairs of the 8 tracks presented the topics that were going to be discussed in the following days. PhD Seminar also took place, in which PhD candidates prepared questions for the various sessions.
  • On the second day, Service Design Landscape was presented, followed by long paper presentations organised in three parallel sessions. Then, 4 workshops were run and the second round of long paper presentations was held. Finally, a moment for bringing together academics, practitioners and organisations closed the day.
  • The third and final day opened with a collaborative keynote speech led by Ezio Manzini, followed by four parallel sessions of papers presentation. Then, other 4 workshops were run in parallel, followed by the last long sessions of papers presentation. The day came to an end with the participation to the Award Ceremony of the XXV Compasso d’Oro.

The conference was organised around eight main themes: Learning and practicing; Sharing and collaborating; Measuring and evaluating; Governing and evidencing; Producing, distributing and organising; Experiencing and shaping; Community and relationship building; Envisioning and evolving.

The track chairs were: Alessandro Deserti, Anna Meroni, Bas Raijmakers, Marta Corubolo, Daniela Selloni, Anna Seravalli, Francesca Foglieni, Beatrice Villari, Froukje Sleeswijk Visser, Stefano Maffei, Marzia Mortati, Jesper Christiansen, Venanzio Arquilla, Massimo Bianchini, Peter Gall Krogh, Davide Fassi, Laura Galluzzo, Oliver Marlow, Margherita Pillan, Francesca Piredda, Daniela Sangiorgi, Francesco Zurlo and Lia Patrício.

Proof of Concept

Service Design can no longer be considered an ‘emerging discipline’. Though recent and in continuous evolution, it is now consolidated enough to be assessed and reviewed in terms of effectiveness and impact on economy and society: how far has the logic of services (and of Service Design culture) influenced the different domains of innovation and value creation? How much has this been truly integrated into the innovation process of private and public sectors? How effectively has this been understood, evaluated and discussed? How far have digital technologies and media been influencing service design and delivery?
Initially, Service Design mainly concentrated on the paradigm shift from designing the materiality of objects to focusing on immaterial experiences, interfaces, interactions, and strategies. Thus, for some decades attention has been paid to the changing role and competencies of the designer, and to the establishment of Service
Design as a discipline in its own right, despite its multi-disciplinary approach which includes management, ethnography, sociology, and organizational studies, to mention but a few.
The ServDes.2018 conference aimed at validating, discussing and reviewing the models, processes and practices developed and used in the service design ecosystem, from its academic community to practitioners, companies and organizations at large.


Paper Type
Alessandro Deserti, Anna Meroni and Bas RaijmakersLearning and practicing in service designLearning and practicingINTRODUCTORY PAPERservice design, learning, designer skills, stakeholders, big data, impact, emotional intelligence
Begüm Becermen, Esben Grøndal and Amalia De Götzen.The briefing process: Examining the client-consultant relationship through a caseLearning and practicing: Service design as a means for learning and impacting on culturesLONG PAPERbriefing process, service design consulting, client-consultant relation
Carla Cipolla.Desis Network: Strategies to advancing systemic social innovation through service designLearning and practicing: Service design as a means for learning and impacting on culturesLONG PAPERservice design, design for service, design for social innovation, design education, design networks
Stefan Holmlid and Lisa Malmberg.Learning to design in public sector organisations: A critique towards effectiveness of design integration Learning and practicing: Service design as a means for learning and impacting on culturesLONG PAPERdesign capability, learning theory, situated learning, socio-cultural, experiential learning, communities of practice, design culture
Filipe Lima and Daniela Sangiorgi.Fostering a sustained design capability in non-design-intensive organizations: a knowledge transfer perspectiveLearning and practicing: Service design as a means for learning and impacting on culturesLONG PAPERservice design, design capabilities, design knowledge, knowledge transfer
Ravi Mahamuni, Pramod Khambete and Ravi Mokashi-Punekar.Service design for behavioural change - current state of the discipline and practice in IndiaLearning and practicing: Service design as a means for learning and impacting on culturesLONG PAPERservice design, design for behaviour change, design in india, design practitioners in india, design education in india, wicked problem
Thomas Ostergaard.The designer as agent of communityLearning and practicing: Service design as a means for learning and impacting on culturesLONG PAPERservice design, design for social innovation, social innovation, design for change, welfare innovation, service design for social innovation
Lorenz Herfurth and Kirsty Sinclair.From user-centred to stakeholder oriented service design: Implications for the role of service designers and their education based on an example from the public sectorLearning and practicing: Service design in the increasing complexity of organisations and activitiesLONG PAPERservice design, service design education
Tamami Komatsu Cipriani and Martina Rossi.Working with complexity: A contemporary skill framework for service designersLearning and practicing: Service design in the increasing complexity of organisations and activitiesLONG PAPERservice design, complexity, skill framework
Alison Prendiville.The satellite applications catapult: Design’s contribution to science and technology innovation servicesLearning and practicing: Service design in the increasing complexity of organisations and activitiesLONG PAPERdesign, KIBs, service innovation
Laura Santamaria, Carolina Escobar-Tello and Tracy Ross.Navigating the sociocultural landscape in service designLearning and practicing: Service design in the increasing complexity of organisations and activitiesLONG PAPERservice design, scaling, meaning-making, context, cultural codes, semiotics
Jim Budd, Paul Della Maggiora and Florian Vollmer.Exploring the future of consumer retailLearning and practicing: Service design between data and empathyLONG PAPERuser experience, service design methodologies, consumer retail, digital technologies
Nina Costa, Lia Patrício and Nicola Morelli.A designerly-way of conducting qualitative research in design studiesLearning and practicing: Service design between data and empathyLONG PAPERdesign research, design studies, qualitative research, service design, case study
Amalia de Götzen, Péter Kun, Luca Simeone and Nicola Morelli.Making sense of data in a service design educationLearning and practicing: Service design between data and empathyLONG PAPERservice design education, data literacy, service design tools
Anne Dhir.Put on your oxygen mask before helping others: Mental well-being in service designLearning and practicing: Service design between data and empathyLONG PAPERmental health, mental well-being, service design, research,
sensitive subjects
Mark Roxburgh and Jemima Irvin.The future of visual communication design is almost invisible or why skills in visual aesthetics are important to service designLearning and practicing: Service design between data and empathyLONG PAPERvisual communication, visual aesthetics, visual research methods, visual storytelling, visual skills
Aguinaldo Santos, Aline Muller Garcia, Milena Carneiro Alves and Emanuela Lima Silveira.Bodystorming: Lessons learnt from its use on the classroomLearning and practicing: Service design between data and empathyLONG PAPERbodystorming, service design, teaching, creativity
Linda Covino and Alessandro Piana Bianco.Service design in companiesLearning and practicingSHORT PAPERdigital innovation, corporate professionals, end-to-end approach, design integration, spanned capabilities
Alessandro Deserti and Francesca Rizzo.A service design experiment in the Municipality of Turin to overcome organisational silosLearning and practicingSHORT PAPERpublic sector, service co-design, organisational change, experiential learning
Lorenzo Fabbri and Matteo De Santi.The Designers Italia project - building the community of public services designersLearning and practicingSHORT PAPERdigital transformation, government, guidelines, tools
Marta Corubolo, Daniela Selloni and Anna SeravalliSharing and collaborating in service designSharing and collaboratingINTRODUCTORY PAPERservice design, co-design, co-production, social innovation, participatory design, democracy
Silvia Cacciamatta, Francesca Foglieni and Beatrice Villari.Service co-design for the shared mobility sector: A free-floating bike sharing modelSharing and collaborating: Civic engagement and codesignLONG PAPERservice design, co-design, organizational changes, free floating bike sharing, shared mobility
Valerie Carr.Adapting the design process for different learning styles and abilitiesSharing and collaborating: Civic engagement and codesignLONG PAPERco-design, service design, inclusive design
Yoori Koo and Hyeonseo AhnAnalysis on the utilization of co-design practices for developing consumer-oriented public service and policy focusing on the comparison with western countries and South KoreaSharing and collaborating: Civic engagement and codesignLONG PAPERco-design process, co-creative tool, public service and policy development, role of service designers
Maximilian Perez Mengual, Julia M. Jonas, Stephanie Schmitt-Rueth and Frank Danzinger.Tools for collaborating and interacting in living labsSharing and collaborating: Civic engagement and codesignLONG PAPERco-creation, living labs, tools, interaction
Lara Salinas, Adam Thorpe, Alison Prendiville and Sarah Rhodes.Civic engagement as participation in designing for servicesSharing and collaborating: Civic engagement and codesignLONG PAPERpublic sector, civic engagement, democracy, service transformation
Stephanie Schmitt-Rüth, Martina Simon, Andreas Demuth, Alexandra Kornacher, Marjan Isakovic, Michael Krupp and Michael Stoll.Co-creation with vulnerable consumers – an action research case study of designing a pictorial language for logisticsSharing and collaborating: Civic engagement and codesignLONG PAPERco-creation, vulnerable consumers, immigrants, open living lab, service design, pictorial language
Giulia Bencini, Kuno Prey and Alvise Mattozzi.The act of giving – sur. A service for sharing and co-producing giftsSharing and collaborating: Coproducing servicesLONG PAPERco-creation, eco-social design, gift, relational services
Mariana Freitas and Carla Cipolla.Building trust in relational services: The analysis of a sharing service between neighboursSharing and collaborating: Coproducing servicesLONG PAPERservice design, social innovation, relational services, sharing, sustainability
Tim Overkamp, Martina Čaić, Stefan Holmlid, Dominik Mahr and Gaby Odekerken-Schröder.Understanding generalisability from network-conscious service design projectsSharing and collaborating: Coproducing servicesLONG PAPERservice visualisations, value co-creation, exploratory qualitative comparison, generalisation from qualitative research, Role Theory
Hyunyim Park.Maps as participatory platform: towards to open data and transport serviceSharing and collaborating: Coproducing servicesLONG PAPERcartography, map, digital platform, transport service, service design
Valentina Auricchio, Martina Rossi, Giovanna Dezza and Pierpaolo Peretti Griva.Service design and human resource consulting: An integrated visionSharing and collaborating: Codesign in organizational and healthcare systemsLONG PAPERHR consulting, service design, business and cultural transformation processes.
Marta Carrera, Daniela Sangiorgi, Francesca Foglieni and Fabio Lucchi.Developing recovery oriented services and co-production in mental healthcare: Building-up on existing promising organisational practicesSharing and collaborating: Codesign in organizational and healthcare systemsLONG PAPERservice design, mental healthcare, recovery, social innovation, promising practices, co-production, co-design
Otso Hannula and J. Tuomas Harviainen.User perceptions of design games as settings for organizational learning: Case TopaasiaSharing and collaborating: Codesign in organizational and healthcare systemsLONG PAPERdesign games, organizational learning, interventions, expansive learning, creativity, playfulness
Ravi Mahamuni, Shivani Sharma, Sylvan Lobo, Ulemba Hirom and Pramod Khambete.Quasi-participatory service design in organizational context: A case studySharing and collaborating: Codesign in organizational and healthcare systemsLONG PAPERparticipatory design, service design, organizational services, tacit knowledge, employee onboarding, quasi-participatory design
Karianne Rygh.Designing tangible tools to support collaboration in the co-design of healthcare servicesSharing and collaborating: Codesign in organizational and healthcare systemsLONG PAPERcollaboration, tangible tools, metaphors, affordances, service design, co-design, workshop facilitation, design process
Josina Vink and Anna-Sophie Oertzen.Integrating empathy and lived experience through co-creation in service designSharing and collaborating: Codesign in organizational and healthcare systemsLONG PAPERempathy, lived experience, co-creation, service design
Francesco Berni.Collaborative services in the Italian city of Reggio Emilia. The case study of “Il quartiere bene comune - The neighbourhood as commons”Sharing and collaboratingSHORT PAPERservice design, massive co-design, public participation
Francesca Foglieni, Beatrice Villari and Froukje Sleeswijk Visser.About evaluation in service design: As it is
and how it could evolve
Measuring and evaluatingINTRODUCTORY PAPERservice design evaluation, service evaluation, design value, service value, service design impact
Tua Björklund, Pia Hannukainen and Tuomas Manninen.Measuring the impact of design, service design and design thinking in organizations on different maturity levelsMeasuring and evaluatingLONG PAPERdesign, design thinking, service design, metrics, design utilization, organizational maturity, legitimatization, development, The Design Ladder
Asbjørn Følstad and Knut Kvale.Using the net promoter score to support service design: Digging for gold in customer free-text reportsMeasuring and evaluatingLONG PAPERcustomer research, Net Promoter Score, free-text reports
Koki Kusano, Atsunobu Kimura and Masayuki Ihara.ServDeWS: The service design workshop on utilizing multi-viewpoint and diversity of participants based-on human centered approach for R&D specialistsMeasuring and evaluatingLONG PAPERservice design, human centered design, workshop design
Yvonne Yeo and Jung-Joo Lee.Mapping design capability of public service organisations: A tool for collaborative reflectionMeasuring and evaluatingLONG PAPERdesign capability, public sector, transformation, mapping
Silvia Cacciamatta and Virginia Allevi.A service evaluation in the shared mobility sector: Bitride bike sharing projectMeasuring and evaluatingSHORT PAPERservice evaluation, service monitoring, shared mobility, bike sharing
Fabio Poli and Alessandro Zorzi.A service to measure overall adequacy across a banking environment Measuring and evaluatingSHORT PAPERservice evaluation, meta-service, adequacy, KPI
Marzia Mortati, Jesper Christiansen and Stefano Maffei.Design craft in GovernmentGoverning and evidencingINTRODUCTORY PAPERservice design, design for policy, governing, evidencing
Adedapo Adebajo.The role of service design consultancy in public sector: Inferences from KIBS and service innovation perspectivesGoverning and evidencingLONG PAPERservice design, service innovation, KIBS, public sector, governance
Fanny Giordano, Nicola Morelli, Amalia De Gotzen and Judith Hunziker. The stakeholder map: A conversation tool for designing people-led public servicesGoverning and evidencingLONG PAPERstakeholder map, conversation tool, public sector, social innovation
Inbo Kang and Alison Prendiville.Different journeys towards embedding design in local government in EnglandGoverning and evidencingLONG PAPERservice design, design thinking, embedding design, local government, design intervention model, organisational change
Matilda Legeby, Pia McAleenan, Hanna Andersson and Stefan Holmlid. Guiding the welfare state towards a co-creative and explorative mindset: When a
crisis is an opportunity
Governing and evidencingLONG PAPERpolicy lab, design for policy, policy making, design case
Gillian Mulvale, Sandra Moll, Ashleigh Miatello, Glenn Robert, Michael Larkin, Victoria Palmer, Chelsea Gable and Alicia Powell. Co-designing public services with vulnerable and disadvantaged populations: Insights from an international collaborationGoverning and evidencingLONG PAPERco-design, vulnerable populations, public services
Cristobal Tello, Carola Zurob, Sol Pacheco and Sebastian Negrete. Service design and the co-production of public policies: The case of RedActivaGoverning and evidencingLONG PAPERaging, urban mobility, smart city, service design, public policy co-production, user-centred design
Michele d'Alena, Simona Beolchi and Stefania Paolazzi.Civic Imagination Office as a platform to design a collaborative cityGoverning and evidencingSHORT PAPERcitizen engagement, policy innovation, urban policy, co-design
Denise Di Dio.Includi.MI: Local government and social entrepreneurship for an inclusive cityGoverning and evidencingSHORT PAPERsocial innovation, ecosystem, public policy, capacity building
Massimo Bianchini, Venanzio Arquilla and Peter Gall Krogh.Service Design in open production, distribution and organisation as a discipline facilitating democratic critique?Producing, distribuiting and organisingINTRODUCTORY PAPERservice design, fourth industrial revolution, openness, democratic critique
Frida Almqvist.Service design in the later project phases: Exploring the service design handover and introducing a service design roadmapProducing, distribuiting and organisingLONG PAPERservice design, the forgotten back-end, handover, service design roadmap, user insight drift
Francesco Mazzarella, Val Mitchell, Andrew May and Carolina Escobar-Tello. Weaving the threads: Service innovation with textile artisan communitiesProducing, distribuiting and organisingLONG PAPERcommunity-centred design, situated services, sustainable futures, social innovation, textile artisan community
Satoru Tokuhisa.The Coconut Innovation framework : An innovation framework focusing on resourcesProducing, distribuiting and organisingLONG PAPERinnovation, SDL, effectuation, framework
Annibale D’Elia.Municipality as a platform: the case of Manifattura MilanoProducing, distribuiting and organisingSHORT PAPERpolicy for making, Fourth Industrial Revolution, (new) urban manufacturing
Davide Fassi, Laura Galluzzo and Oliver Marlow.“Experiencing and shaping”: The relations between spatial and service designExperiencing and shapingINTRODUCTORY PAPERexperiencing, shaping, spatial design, service design, design research
Barbara Camocini, Luisa Collina, Laura Daglio, Martina Mazzarello and Paola TrapaniService design methods and tools as support to the participatory definition of the meta-design brief of a contemporary integrated campusExperiencing and shaping: Applications and experiencesLONG PAPERparticipatory design, community engagement, co-design, capability development, human experience sense-making, multidisciplinary research, learning & teaching environments, higher education facilities, meta-design
Marco Di Norcia, Fabiola Bertolotti and Matteo Vignoli.Service design principles for organizational well-being: Improving the employee experience through design thinkingExperiencing and shaping: Applications and experiencesLONG PAPERservice design, design thinking, organizational wellbeing, employee experience
Claudia Mastrantoni, Luisa Collina, Peter Di Sabatino and Laura Galluzzo.Designing spaces and services. An experimental project for student dormitories: Collective experiences, connected lives and linked placesExperiencing and shaping: Applications and experiencesLONG PAPERservice design, spatial design, co-design, design education, community hub
Vanessa Monna, Giuliano Simonelli, Francesco Scullica and Elena Elgani.Can coworking spaces be built bottom-up?Experiencing and shaping: Applications and experiencesLONG PAPERcoworking spaces, hybrid spaces, bottom-up, community, space quality
Ngoc Pham and Davide Fassi.Design thinking for interior and spatial design: A case study within Politecnico di MilanoExperiencing and shaping: Applications and experiencesLONG PAPERdesign thinking, interior design education, co-design
Ricardo Saint-Clair.Engagement strategies within co-making environments bridging spatial and organisational designExperiencing and shaping: Applications and experiencesLONG PAPERco-making environments, spatial design, organizational design,
socially shaped innovation
Shana Agid and Yoko Akama.Dance of designing: Rethinking position, relation and movement in service designExperiencing and shaping: Frames and ToolsLONG PAPERpositionality, politics, emergence, feminist theory, participatory design
Johan Blomkvist and Fredrik Wahlman.Facilitating in service design using desktop walkthroughsExperiencing and shaping: Frames and ToolsLONG PAPERdesktop walkthrough, facilitation, tools, co-design
Spyros Bofylatos.Traces as service evidenceExperiencing and shaping: Frames and ToolsLONG PAPERtraces, service design, craft, tacit knowledge, social innovation
Costas Boletsis.VR service walkthrough: A virtual reality-based method for service prototypingExperiencing and shaping: Frames and ToolsLONG PAPERexperience prototyping, service design, service prototyping, service walkthrough, virtual reality
Davide Fassi, Laura Galluzzo and Annalinda De Rosa.Service+Spatial design: Introducing the fundamentals of a transdisciplinary approachExperiencing and shaping: Frames and ToolsLONG PAPERdesign research, spatial design, design education, systemic approach, product-service systems
Nansi van Geetsom.Space and service design into educational practiceExperiencing and shaping: Frames and ToolsLONG PAPERservice design, interior design, educational approach, space and service design, design challenges
Lucia Oggioni.Refugees Welcome Italia ONLUS, shaping the new hospitality systemExperiencing and shapingSHORT PAPERdomestic hospitality, refugees, cultural and social change, sharing, reciprocity, participation
Giordana Ferri.Starting up communities in housing spacesExperiencing and shapingSHORT PAPERhousing, community, shared spaces
Lisbeth Frølunde, Margherita Pillan and Francesca Piredda.New paradigms related to community building and identity in service design: Exploring global and local design initiativesCommunity and relationship buildingINTRODUCTORY PAPERcommunity building, identity building, meaning-making, human interaction, social organization
Matteo Colombo, Elena Enrica Giunta and Paola Papetti. We are brand: Brand co-creation as an engine for new forms of welfare servicesCommunity and relationship building: Communities based on local grounds and new opportunities of innovationLONG PAPERparticipatory design, branding, visual solutions, co-design, co-production
Fabrizio Pierandrei, Silvia Remotti, Tang Tang, Shilumbe Chivuno Kuria and Stefano Anfossi. Service design tools to engage marginalised youth in San Communities of Southern AfricaCommunity and relationship building: Communities based on local grounds and new opportunities of innovationLONG PAPERparticipatory design, service design, youth empowerment, design process, marginalised youth
Alla Pihalskaya.Research by design and collaboration in the
perspective of post-soviet ‘nuclear’ town
Visaginas –RDCPP-SNTV
Community and relationship building: Communities based on local grounds and new opportunities of innovationLONG PAPERdesign research, multilingual typography, modernity, participatory design, post-soviet design
Priscilla Ramalho Lepre.Service design for community based tourism - The Brazilian case studyCommunity and relationship building: Communities based on local grounds and new opportunities of innovationLONG PAPERcommunity based tourism, service design, Brazil
Geertje Slingerland, Ingrid Mulder and Tomasz Jaskiewicz. Empowering community volunteers through matchmaking servicesCommunity and relationship building: Communities based on local grounds and new opportunities of innovationLONG PAPERcitizen participation, community engagement, public parks, service design, social cohesion
Miso Kim.Service as a system of participation: A case study of a participatory economyCommunity and relationship building: Identity and participation issues in global services and platformsLONG PAPERservice design, designing for participation, sharing economy, participatory economy
Jan Koenders, Dirk Snelders, Maaike Kleinsmann and Jürgen Tanghe. A CRX framework and tools to design for relationships in service settingsCommunity and relationship building: Identity and participation issues in global services and platformsLONG PAPERCX, CRX, customer, experience, organisation, relationships, service design, contribution, engagement, role enhancement
Massimo MenichinelliService design and activity theory for the meta-design of collaborative design processesCommunity and relationship building: Identity and participation issues in global services and platformsLONG PAPERmeta-design, visualization, process, collaboration, activity theory
Laura Warwick, Paola Pierri, Claire Bradnam and Emma Field. Funding service design: Growing service design practice through a grants programmeCommunity and relationship building: Identity and participation issues in global services and platformsLONG PAPERservice design, scaling, grants plus, voluntary sector
Daniela Sangiorgi, Lia Patricio and Francesco ZurloEnvisioning and evolving: Future evolution of the concept and the practice of service designEnvisioning and evolvingINTRODUCTORY PAPERservice design, multidisciplinary, service design evolution
Emily Ballantyne-Brodie.Designing convivial food systems in everyday lifeEnvisioning and evolving: Methods and outcomesLONG PAPERconvivial food systems, living systems theory, food design praxis, relational services, service design, conviviality, eco literacy, everyday designers
Claire Dennington.Trendslation – an experiential method for semantic translation in service designEnvisioning and evolving: Methods and outcomesLONG PAPERservice innovation, cultural intermediary, semantic transformation, Trendslation method
Andrea Gasparini, Ahmed Abdi Mohammed and Gabriele Oropallo.Service design for artificial intelligenceEnvisioning and evolving: Methods and outcomesLONG PAPERservice design, artificial intelligence, service blueprint.
Mauricio Manhaes.Constructing an approach to identify service design narratives: Findings of an automated text analysisEnvisioning and evolving: Methods and outcomesLONG PAPERservice design, discourse, research, automated text analysis
Valeria Ramdin, Miso Kim, Rachel Pozzar, Xing Zhou, Yixuan Zhang and Paul Fombelle. Resident autonomy in assisted living facilities: a conceptual framework for transformative service researchEnvisioning and evolving: Methods and outcomesLONG PAPERautonomy, service design, assisted living, transformative service research
Roberta Tassi, Agata Brilli and Donato Ricci. Digital methods for service design experimenting with data-driven frameworksEnvisioning and evolving: Methods and outcomesLONG PAPERservice design, digital methods, personas, service design tools
Ana Kustrak Korper, Stefan Holmlid and Lia Patrício.Bridging design-driven and service innovation: Consonance and dissonance of meaning and valueEnvisioning and evolving: The fundamentalsLONG PAPERdesign-driven innovation, service innovation, meaning, value co-creation, S-D logic
Maíra Prestes Joly, Jorge Grenha Teixeira, Lia Patrício and Daniela Sangiorgi. Service designers, unite! Identifying shared concerns among multidisciplinary perspectives on service designEnvisioning and evolving: The fundamentalsLONG PAPERservice design, multidisciplinary, service system, collaboration
Vanessa Rodrigues, Johan Blomkvist and Stefan Holmlid. Perceived Action Potential: A strong concept in developmentEnvisioning and evolving: The fundamentalsLONG PAPERservice design, strong concepts, perceived action potential, value co-creation, resource integration
Cristina Favini.Design the impactEnvisioning and evolvingSHORT PAPERimpact, need design, from strategy to life, relationship, positive experiences, beauty, challenges
Giuseppe Attoma and Peter Livaudais.Enhancing industrial processes in the industry sector by the means of service designEnvisioning and evolvingSHORT PAPERsupply chain design, business and industrial processes, digital transformation, industry 4.0
Annalinda De Rosa, Camilo Ayala Garcìa and Stefano ParisiThe PhD Special Seminar on service design: Unfolding a proof of conceptPhD Special SeminarLONG PAPERservice design scenario, community building, PhD community, PhD
Antonio Grillo, Antonella Paparella, Giselle Chajin, Giulia Di Gregorio, Michele Armellini, Alessandro and Gomiero, Maria Prina.From A to BE. Designing the mobility of the futureWorkshopsABSTRACTmobility, speculative design, service design, user-centered design
Amalia de Götzen, Nicola Morelli, Luca Simeone, Lorenzo Ruggieri, Ilaria Vitellio.Data challenges and opportunities in designing for serviceWorkshopsABSTRACTopen data, big data, digital social innovation, OpenDataLabs
Carla Cipolla, Ezio Manzini, Mattelmäki Tuuli, Arianna Mazzeo, Lara Penin, Adam Thorpe.Between servitude and collaboration: A service design choice?WorkshopsABSTRACTservices, interactions, collaboration, servitude, politics of the everyday
Lorenzo Imbesi, Francesca Foglieni, Markus Edgar Hormess, Adam Lawrence, Stefano Maffei, Lara Penin, Alison Prendiville, Daniela Sangiorgi, Jakob Schneider, Daniela Selloni, Mark Stickdorn, Beatrice Villari.The latest words on service design: Talking about booksWorkshopsABSTRACTeducation, evaluation, codesign, practice, mapping
Alessandro Piana Bianco, Linda Covino.How service design can drive the digital transformation of the retail revolutionWorkshopsABSTRACTretail, digital transformation, shopping experience, customer experience
Francesca Piredda, Caterina Petroni, Simona Venditti, Emiliano Verga.Digital transformation through community and relationship buildingWorkshopsABSTRACTdigital transformation, user driven process, participated business development, talent strategy
Valerio Cometti, Marco Generali, Giacomo BiraghiService design for autonomous drivingWorkshopsABSTRACTautonomous driving, revolution, opportunities, mankind
Rui Patrício and Rei Morozumi Gamification for service design and Innovation: ideaChef® method and toolWorkshopsLONG PAPERgamification, concept design, innovation, service development
Andrea Augsten, Bernadette Geuy, Titta Jylkäs, Rachel Hollowgrass, Marjukka Makela KlippiHumanizing organizations - the pathway to growthWorkshopsLONG PAPER service design, humanizing, organization, human-centered design