Servdes 2016 Conference Program

11:00 - 13:00
13:00 - 13:30
WELCOME to the SERVDES2016 Conference
13:30 - 15:00
Keynote Speaker Christian Bason
15:00 - 15:45
Coffee break
15:45 - 17:40Panel: Service Design Education
Facilitators: Suzan Boztepe and Erik Grønval
Participants: Christian Bason, Stefan Holmlid and Nicola Morelli
Short paper session - Collaboration, Co-design
Chair: Eduardo Staszowsky
Short paper session - Service Design Tools
Chair: Lianne Simonse
Short paper session - Public Services Organisations and Knowledge
Chair: Daniela Sangiorgi
Adam Thorpe, Alison Prendiville and Kathryn Oliver: Learning together by doing together – building local government design capacity through collaboration with design educationAlastair Macdonald, Colin Macduff, David Loudon and Susan Wan: Service ecology: design issues for hospital infection prevention and control trainingYvonne Yeo, Jiaying Chew and Jung-Joo Lee: Towards Sustainable Impact after University-Government Design Projects: Case of Worker Services in Singapore
Maja Frögård: Negotiating matters - supporting agonistic pluralism in community planningYong Se Kim: A Representation Framework of Product-Service Systems for Classification of Manufacturing Servitization Processes and Design SupportStefan Holmlid and Petra Björndal: Mapping what actors know when integrating resources: Towards a Service Information Canvas
Lara Clare Casciola, Maria Crucera Vasco, Esben Grøndal, Andreas Jonsson, Nicola Morelli, Amalia de Götzen: Overlapping research and design phases through participatory startegiesKatarina Wetter Edman and Lisa Malmberg: Experience and expertise: key issues for developing innovation capabilities through service designBertil Lindenfalk and Andrea Resmini: Blended spaces, cross-channel ecosystems, and the myth that is service
Jan Eckert: Empowering Stakeholders – Simulation Games as a Participatory MethodGert Pasman: Design fiction as a service prototyping approachMattias Arvola and Stefan Holmlid: Service Design Ways to Value-in-Use
18:00 - 18:30
09:00 - 10:30Creating together and participating
Chair: Katarina Wetter Edman
Tools/approaches to service design
Chair: Francesca Rizzo
Design for Social Innovation
Chair: Stefan Holmlid
Mika Yasuoka-Jensen and Takahito Kamihira:
How participation is practiced? –Extension of Participatory Design Model
Ida Maria Haugstveit, Ragnhild Halvorsrud and Amela Karahasanovic: Supporting redesign of C2C services through customer journey mapping
Carla Cipolla, Maíra Prestes Joly, Beatriz Watanabe, Fernanda Zanela and Márcia Tavares:
Service design for social innovation: the promotion of active aging in Rio de Janeiro
Jorik Hepworth, Ingrid Mulder and Maaike Kleinsmann:
Design for Liveability: Connecting Local Stakeholders as Co-creative Partnerships
Heloisa Candello, Claudio Pinhanez, David Millen and Silvia Bianchi: Applying service design tools to explore new financial services for poor microbusiness owners
Jos van Leeuwen, Dick Rijken, Iefke Bloothoofd, Eefje Cobussen, Bram Reurings and Rob Ruts:
Thematic Research in the Frame Creation Process
Jotte De Koning, Marcel Crul and Renee Wever:
Models of co-creation
Mark Green, Paul Rodgers and Andy Tennant:
Disrupting Service Design
Laura Warwick and Robert Young: The role of Design as a critical friend to Voluntary Community Sector
10:30 - 11:00
Coffee break
11:00 - 12:30Workshop - The practice of Service Design
Facilitator: Designit
Value Co-creation
Chair: Lara Penin
Public services, organisation and data
Chair: Lia Patricio
Zagros Hatami and Tuuli Mattelmäki:
Facilitating service interactions with design games
Helena Polati Trippe, Lais de Almeida and Iban Benzal Munoz:
Towards diffuse forms of public governance: service design, open data and disruption in the private rented market
Yi-Fang Yang, Shu-Shiuan Ho and Tung-Jung Sung:
Co-Creating Value: Customer Engagement through Virtual and Physical Channels
Francesca Rizzo, Alessandro Deserti and Onur Cobanli:
Service Design in public sector: boosting organisational change through design
Katrin Mathis and Felix Köbler:
Data-Need Fit – Towards data-driven business model innovation
12:30 - 13:30
13:30 - 15:00Panel - Discussing Service Design - SDIN
Facilitator: Daniela Sangiorgi
Participants: Stefan Holmlid, Lia Patricio, Katarina Wetter Edman
Creating together and participating
Chair: Alastair MacDonald
Tools/Approaches to Service Design
Chair: Simon Clatworthy
Chair: Yong Se Kim
Yoonyee Pahk, James Self and Joonsang Baek:
A Value based Approach to Co-designing Symbiotic Product-Service System solution
Annita Fjuk, Birgitte Yttri and Knut Kvale:
Preparing the organisation for change by using service concepts
Giulia Teso and Andrew Walters:
Service implementation: a framework to assess readiness of manufacturing SMEs
Otso Hannula and J. Tuomas Harviainen:
Efficiently Inefficient: Service Design Games as Innovation Tools
Eunji Lee:
Service Design Challenge: Transitioning From Concept to Implementation
Giulia Calabretta, Christine De Lille and Caroline Beck: Service Design for Effective Servitization and New Service Implementation
Sumit Pandey and Swati Srivastava:
Knowledge brokers in service design: lessons from organisational studies
Tim Overkamp and Stefan Holmlid:
Views on Implementation and How They Could Be Used in Service Design
15:00 - 15:45
Transfer to Mindalb/DDC
15:45 - 16:00
Coffee break at DDC
Coffee break at Mindlab
16:00 - 16:25
Introduction DDC
Introduction Mindlab
16:25 - 17:50Sasha Abram, Bianca Mediati and Sabina Popin: Current States: mapping relational geographies in service designLouise Helmer Nielsen, Pernille Have ( SKAT)
How service design can contribute to creating better tax services
Robin Oosterholt and Lianne Simonse
Service Pathway: A Case Study of Business Model Design in Healthcare
Paola Pierri, Laura Warwick and Jake Garber: Embedding design in a mental health network
Anya Ernest and Katarina Wetter-Edman:
Exploring the pupil-student transition through customer journeys
Antonio Starnino, Clio Dosi and Matteo Vignoli:
Designing the future, Engineering Reality: Prototyping in the Emergency Department
17:50 - 18:30
18:30 - 19:30
Transfer by boat
Dinner at Spiseloppen
09:00 - 10:30
Keynote Speaker Per Anders Hillgren
10:30 - 11:00
Coffee break
11:00 - 12:30Design Thinking/Perspectives
Chair: Janne Valtteri
Service Dominant Logic
Chair: Carla Cipolla
Healthcare and wellbeing
Chair: Kirsikka Vaajakallio
Christina Knudsen and Emilie Møllenbach:
Chaos Generation Managed Through Design Thinking: a Task Model for the Design Professional
Nicola Morelli and Amalia de Götzen:
Service Dominant Logic. Changing perspective, revising the toolbox
Daniel Carey, Paul Rodgers, Andy Tennant and Katie Dodd:
Mapping Care: A Case Study of Dementia Service Provision in the North East of England
Jocelyn Bailey:
A view from the other side: UK policymaker perspectives on an emergent design culture
Nina Costa, Lia Patrício and Nicola Morelli:
Revisiting PSS and Service Design in the Light of SD- Logic
Sanya Khanna and Shaon Sengupta:
People Centred Healthcare Service Delivery - By People for People
Johan Blomkvist, Simon Clatworthy and Stefan Holmlid:
Ways of seeing the design material of service
Daniela Sangiorgi, Jung-Joo Lee, Deniz Sayar, Don Allen and Nick Frank:
Moving towards Service Dominant Logic in Manufacturing Sector: Development of a Tool for Inquiry

Josina Vink, Katarina Wetter-Edman, Bård Tronvoll and Bo Edvardsson:
Understanding the Influence of the Co-Design Process on Well-Being
12:30 - 13:30
13:30 - 15:00PhD Session
Facilitators: Anna Meroni and Nicola Morelli
Service Innovation
Chair: Tuuli Mattelmäki
Tools/approaches to SD
Chair: Heloisa Candello
Healthcare and wellbeing
Chair: Emilie Møllenbach
Masanao Takeyama, Kahoru Tsukui, Hiroshi Yamaguchi and Kanako Matsuo:
Design-Driven Service Innovation: Introducing Techniques for Changing the Meaning of a Service
Johan Blomkvist, Annita Fjuk and Vasilisa Sayapina:
Low Threshold Service Design: Desktop Walkthrough
Fábio Evangelista Santana, Luiz Lopes Lemos Júnior, Ivo Rodrigues Montanha Junior, Marcelo Gitirana Gomes Ferreira and Fernando Antônio Forcellini:
A service development process framework for services including people with disabilities
Asbjørn Følstad and Knut Kvale:
Delightful or efficient? How service recovery affects customer experience
Johan Blomkvist, Tim Overkamp and Stefan Holmlid:
Research in the First Four Service Design and Innovation (ServDes) Conferences
John Magnus Roos:
Democracy and Design in Sweedish Personal Assistance
Dimitra Chasanidou and Amela Karahasanovic:
Visibility of ethics for open innovation platforms
15:00 - 15:45
Coffee break
15:45 - 17:00
Closing session