 | Alessandro Deserti, Anna Meroni and Bas Raijmakers | Learning and practicing in service design | Learning and practicing | INTRODUCTORY PAPER | service 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 case | Learning and practicing: Service design as a means for learning and impacting on cultures | LONG PAPER | briefing process, service design consulting, client-consultant relation |
| Carla Cipolla. | Desis Network: Strategies to advancing systemic social innovation through service design | Learning and practicing: Service design as a means for learning and impacting on cultures | LONG PAPER | service 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 cultures | LONG PAPER | design 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 perspective | Learning and practicing: Service design as a means for learning and impacting on cultures | LONG PAPER | service 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 India | Learning and practicing: Service design as a means for learning and impacting on cultures | LONG PAPER | service 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 community | Learning and practicing: Service design as a means for learning and impacting on cultures | LONG PAPER | service 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 sector | Learning and practicing: Service design in the increasing complexity of organisations and activities | LONG PAPER | service design, service design education |
| Tamami Komatsu Cipriani and Martina Rossi. | Working with complexity: A contemporary skill framework for service designers | Learning and practicing: Service design in the increasing complexity of organisations and activities | LONG PAPER | service design, complexity, skill framework |
| Alison Prendiville. | The satellite applications catapult: Design’s contribution to science and technology innovation services | Learning and practicing: Service design in the increasing complexity of organisations and activities | LONG PAPER | design, KIBs, service innovation |
| Laura Santamaria, Carolina Escobar-Tello and Tracy Ross. | Navigating the sociocultural landscape in service design | Learning and practicing: Service design in the increasing complexity of organisations and activities | LONG PAPER | service design, scaling, meaning-making, context, cultural codes, semiotics |
| Jim Budd, Paul Della Maggiora and Florian Vollmer. | Exploring the future of consumer retail | Learning and practicing: Service design between data and empathy | LONG PAPER | user experience, service design methodologies, consumer retail, digital technologies |
| Nina Costa, Lia Patrício and Nicola Morelli. | A designerly-way of conducting qualitative research in design studies | Learning and practicing: Service design between data and empathy | LONG PAPER | design 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 education | Learning and practicing: Service design between data and empathy | LONG PAPER | service design education, data literacy, service design tools |
| Anne Dhir. | Put on your oxygen mask before helping others: Mental well-being in service design | Learning and practicing: Service design between data and empathy | LONG PAPER | mental 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 design | Learning and practicing: Service design between data and empathy | LONG PAPER | visual 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 classroom | Learning and practicing: Service design between data and empathy | LONG PAPER | bodystorming, service design, teaching, creativity |
| Linda Covino and Alessandro Piana Bianco. | Service design in companies | Learning and practicing | SHORT PAPER | digital 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 silos | Learning and practicing | SHORT PAPER | public sector, service co-design, organisational change, experiential learning |
| Lorenzo Fabbri and Matteo De Santi. | The Designers Italia project - building the community of public services designers | Learning and practicing | SHORT PAPER | digital transformation, government, guidelines, tools |
| Marta Corubolo, Daniela Selloni and Anna Seravalli | Sharing and collaborating in service design | Sharing and collaborating | INTRODUCTORY PAPER | service 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 model | Sharing and collaborating: Civic engagement and codesign | LONG PAPER | service design, co-design, organizational changes, free floating bike sharing, shared mobility |
| Valerie Carr. | Adapting the design process for different learning styles and abilities | Sharing and collaborating: Civic engagement and codesign | LONG PAPER | co-design, service design, inclusive design |
| Yoori Koo and Hyeonseo Ahn | Analysis on the utilization of co-design practices for developing consumer-oriented public service and policy focusing on the comparison with western countries and South Korea | Sharing and collaborating: Civic engagement and codesign | LONG PAPER | co-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 labs | Sharing and collaborating: Civic engagement and codesign | LONG PAPER | co-creation, living labs, tools, interaction |
| Lara Salinas, Adam Thorpe, Alison Prendiville and Sarah Rhodes. | Civic engagement as participation in designing for services | Sharing and collaborating: Civic engagement and codesign | LONG PAPER | public 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 logistics | Sharing and collaborating: Civic engagement and codesign | LONG PAPER | co-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 gifts | Sharing and collaborating: Coproducing services | LONG PAPER | co-creation, eco-social design, gift, relational services |
| Mariana Freitas and Carla Cipolla. | Building trust in relational services: The analysis of a sharing service between neighbours | Sharing and collaborating: Coproducing services | LONG PAPER | service 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 projects | Sharing and collaborating: Coproducing services | LONG PAPER | service 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 service | Sharing and collaborating: Coproducing services | LONG PAPER | cartography, 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 vision | Sharing and collaborating: Codesign in organizational and healthcare systems | LONG PAPER | HR 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 practices | Sharing and collaborating: Codesign in organizational and healthcare systems | LONG PAPER | service 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 Topaasia | Sharing and collaborating: Codesign in organizational and healthcare systems | LONG PAPER | design 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 study | Sharing and collaborating: Codesign in organizational and healthcare systems | LONG PAPER | participatory 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 services | Sharing and collaborating: Codesign in organizational and healthcare systems | LONG PAPER | collaboration, 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 design | Sharing and collaborating: Codesign in organizational and healthcare systems | LONG PAPER | empathy, 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 collaborating | SHORT PAPER | service 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 evaluating | INTRODUCTORY PAPER | service 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 levels | Measuring and evaluating | LONG PAPER | design, 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 reports | Measuring and evaluating | LONG PAPER | customer 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 specialists | Measuring and evaluating | LONG PAPER | service design, human centered design, workshop design |
| Yvonne Yeo and Jung-Joo Lee. | Mapping design capability of public service organisations: A tool for collaborative reflection | Measuring and evaluating | LONG PAPER | design capability, public sector, transformation, mapping |
| Silvia Cacciamatta and Virginia Allevi. | A service evaluation in the shared mobility sector: Bitride bike sharing project | Measuring and evaluating | SHORT PAPER | service evaluation, service monitoring, shared mobility, bike sharing |
| Fabio Poli and Alessandro Zorzi. | A service to measure overall adequacy across a banking environment | Measuring and evaluating | SHORT PAPER | service evaluation, meta-service, adequacy, KPI |
| Marzia Mortati, Jesper Christiansen and Stefano Maffei. | Design craft in Government | Governing and evidencing | INTRODUCTORY PAPER | service design, design for policy, governing, evidencing |
| Adedapo Adebajo. | The role of service design consultancy in public sector: Inferences from KIBS and service innovation perspectives | Governing and evidencing | LONG PAPER | service 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 services | Governing and evidencing | LONG PAPER | stakeholder map, conversation tool, public sector, social innovation |
| Inbo Kang and Alison Prendiville. | Different journeys towards embedding design in local government in England | Governing and evidencing | LONG PAPER | service 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 evidencing | LONG PAPER | policy 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 collaboration | Governing and evidencing | LONG PAPER | co-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 RedActiva | Governing and evidencing | LONG PAPER | aging, 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 city | Governing and evidencing | SHORT PAPER | citizen engagement, policy innovation, urban policy, co-design |
| Denise Di Dio. | Includi.MI: Local government and social entrepreneurship for an inclusive city | Governing and evidencing | SHORT PAPER | social 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 organising | INTRODUCTORY PAPER | service 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 roadmap | Producing, distribuiting and organising | LONG PAPER | service 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 communities | Producing, distribuiting and organising | LONG PAPER | community-centred design, situated services, sustainable futures, social innovation, textile artisan community |
| Satoru Tokuhisa. | The Coconut Innovation framework : An innovation framework focusing on resources | Producing, distribuiting and organising | LONG PAPER | innovation, SDL, effectuation, framework |
| Annibale D’Elia. | Municipality as a platform: the case of Manifattura Milano | Producing, distribuiting and organising | SHORT PAPER | policy for making, Fourth Industrial Revolution, (new) urban manufacturing |
| Davide Fassi, Laura Galluzzo and Oliver Marlow. | “Experiencing and shaping”: The relations between spatial and service design | Experiencing and shaping | INTRODUCTORY PAPER | experiencing, shaping, spatial design, service design, design research |
| Barbara Camocini, Luisa Collina, Laura Daglio, Martina Mazzarello and Paola Trapani | Service design methods and tools as support to the participatory definition of the meta-design brief of a contemporary integrated campus | Experiencing and shaping: Applications and experiences | LONG PAPER | participatory 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 thinking | Experiencing and shaping: Applications and experiences | LONG PAPER | service 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 places | Experiencing and shaping: Applications and experiences | LONG PAPER | service 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 experiences | LONG PAPER | coworking 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 Milano | Experiencing and shaping: Applications and experiences | LONG PAPER | design thinking, interior design education, co-design |
| Ricardo Saint-Clair. | Engagement strategies within co-making environments bridging spatial and organisational design | Experiencing and shaping: Applications and experiences | LONG PAPER | co-making environments, spatial design, organizational design,
socially shaped innovation |
| Shana Agid and Yoko Akama. | Dance of designing: Rethinking position, relation and movement in service design | Experiencing and shaping: Frames and Tools | LONG PAPER | positionality, politics, emergence, feminist theory, participatory design |
| Johan Blomkvist and Fredrik Wahlman. | Facilitating in service design using desktop walkthroughs | Experiencing and shaping: Frames and Tools | LONG PAPER | desktop walkthrough, facilitation, tools, co-design |
| Spyros Bofylatos. | Traces as service evidence | Experiencing and shaping: Frames and Tools | LONG PAPER | traces, service design, craft, tacit knowledge, social innovation |
| Costas Boletsis. | VR service walkthrough: A virtual reality-based method for service prototyping | Experiencing and shaping: Frames and Tools | LONG PAPER | experience 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 approach | Experiencing and shaping: Frames and Tools | LONG PAPER | design research, spatial design, design education, systemic approach, product-service systems |
| Nansi van Geetsom. | Space and service design into educational practice | Experiencing and shaping: Frames and Tools | LONG PAPER | service design, interior design, educational approach, space and service design, design challenges |
| Lucia Oggioni. | Refugees Welcome Italia ONLUS, shaping the new hospitality system | Experiencing and shaping | SHORT PAPER | domestic hospitality, refugees, cultural and social change, sharing, reciprocity, participation |
| Giordana Ferri. | Starting up communities in housing spaces | Experiencing and shaping | SHORT PAPER | housing, 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 initiatives | Community and relationship building | INTRODUCTORY PAPER | community 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 services | Community and relationship building: Communities based on local grounds and new opportunities of innovation | LONG PAPER | participatory 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 Africa | Community and relationship building: Communities based on local grounds and new opportunities of innovation | LONG PAPER | participatory 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 innovation | LONG PAPER | design research, multilingual typography, modernity, participatory design, post-soviet design |
| Priscilla Ramalho Lepre. | Service design for community based tourism - The Brazilian case study | Community and relationship building: Communities based on local grounds and new opportunities of innovation | LONG PAPER | community based tourism, service design, Brazil |
| Geertje Slingerland, Ingrid Mulder and Tomasz Jaskiewicz. | Empowering community volunteers through matchmaking services | Community and relationship building: Communities based on local grounds and new opportunities of innovation | LONG PAPER | citizen participation, community engagement, public parks, service design, social cohesion |
| Miso Kim. | Service as a system of participation: A case study of a participatory economy | Community and relationship building: Identity and participation issues in global services and platforms | LONG PAPER | service 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 settings | Community and relationship building: Identity and participation issues in global services and platforms | LONG PAPER | CX, CRX, customer, experience, organisation, relationships, service design, contribution, engagement, role enhancement |
| Massimo Menichinelli | Service design and activity theory for the meta-design of collaborative design processes | Community and relationship building: Identity and participation issues in global services and platforms | LONG PAPER | meta-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 programme | Community and relationship building: Identity and participation issues in global services and platforms | LONG PAPER | service design, scaling, grants plus, voluntary sector |
| Daniela Sangiorgi, Lia Patricio and Francesco Zurlo | Envisioning and evolving: Future evolution of the concept and the practice of service design | Envisioning and evolving | INTRODUCTORY PAPER | service design, multidisciplinary, service design evolution |
| Emily Ballantyne-Brodie. | Designing convivial food systems in everyday life | Envisioning and evolving: Methods and outcomes | LONG PAPER | convivial 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 design | Envisioning and evolving: Methods and outcomes | LONG PAPER | service innovation, cultural intermediary, semantic transformation, Trendslation method |
| Andrea Gasparini, Ahmed Abdi Mohammed and Gabriele Oropallo. | Service design for artificial intelligence | Envisioning and evolving: Methods and outcomes | LONG PAPER | service design, artificial intelligence, service blueprint. |
| Mauricio Manhaes. | Constructing an approach to identify service design narratives: Findings of an automated text analysis | Envisioning and evolving: Methods and outcomes | LONG PAPER | service 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 research | Envisioning and evolving: Methods and outcomes | LONG PAPER | autonomy, service design, assisted living, transformative service research |
| Roberta Tassi, Agata Brilli and Donato Ricci. | Digital methods for service design experimenting with data-driven frameworks | Envisioning and evolving: Methods and outcomes | LONG PAPER | service 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 value | Envisioning and evolving: The fundamentals | LONG PAPER | design-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 design | Envisioning and evolving: The fundamentals | LONG PAPER | service design, multidisciplinary, service system, collaboration |
| Vanessa Rodrigues, Johan Blomkvist and Stefan Holmlid. | Perceived Action Potential: A strong concept in development | Envisioning and evolving: The fundamentals | LONG PAPER | service design, strong concepts, perceived action potential, value co-creation, resource integration |
| Cristina Favini. | Design the impact | Envisioning and evolving | SHORT PAPER | impact, 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 design | Envisioning and evolving | SHORT PAPER | supply chain design, business and industrial processes, digital transformation, industry 4.0 |
| Annalinda De Rosa, Camilo Ayala Garcìa and Stefano Parisi | The PhD Special Seminar on service design: Unfolding a proof of concept | PhD Special Seminar | LONG PAPER | service design scenario, community building, PhD community, PhD
seminar |
| 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 future | Workshops | ABSTRACT | mobility, 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 service | Workshops | ABSTRACT | open 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? | Workshops | ABSTRACT | services, 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 books | Workshops | ABSTRACT | education, evaluation, codesign, practice, mapping |
| Alessandro Piana Bianco, Linda Covino. | How service design can drive the digital transformation of the retail revolution | Workshops | ABSTRACT | retail, digital transformation, shopping experience, customer experience |
| Francesca Piredda, Caterina Petroni, Simona Venditti, Emiliano Verga. | Digital transformation through community and relationship building | Workshops | ABSTRACT | digital transformation, user driven process, participated business development, talent strategy |
| Valerio Cometti, Marco Generali, Giacomo Biraghi | Service design for autonomous driving | Workshops | ABSTRACT | autonomous driving, revolution, opportunities, mankind |
| Rui Patrício and Rei Morozumi | Gamification for service design and Innovation: ideaChef® method and tool | Workshops | LONG PAPER | gamification, concept design, innovation, service development |
| Andrea Augsten, Bernadette Geuy, Titta Jylkäs, Rachel Hollowgrass, Marjukka Makela Klippi | Humanizing organizations - the pathway to growth | Workshops | LONG PAPER | service design, humanizing, organization, human-centered design |
