 | 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 |
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