2 August 2011

Book: Design for Services

Be the first to share

Design for Services
Design for Services
Series: Design for Social Responsibility
Authors: Anna Meroni and Daniela Sangiorgi
Gower Publishing, August 2011, 298 pages

In Design for Services, Anna Meroni and Daniela Sangiorgi articulate what Design is doing and can do for services, and how this connects to existing fields of knowledge and practice. Designers previously saw their task as the conceptualisation, development and production of tangible objects. In the twenty-first century, a designer rarely ‘designs something’ but rather ‘designs for something’: in the case of this publication, for change, better experiences and better services.

The authors reflect on this recent transformation in the practice, role and skills of designers, by organising their book into three main sections. The first section links Design for Services to existing models and studies on services and service innovation. Section two presents multiple service design projects to illustrate and clarify the issues, practices and theories that characterise the discipline today; using these case studies the authors propose a conceptual framework that maps and describes the role of designers in the service economy. The final section projects the discipline into the emerging paradigms of a new economy to initiate a reflection on its future development.

Contents:

Preface, Rachel Cooper

Introduction, Ezio Manzini

Section 1 Introduction to Design for Services: A new discipline

Section 2 Design for Services: from Theory to Practice and Vice Versa

Designing interactions, relations and experiences
CASE STUDY 1: Co-designing Services in The Public Sector
CASE STUDY 2: Developing Collaborative Tools in International Projects: Polidaido Project.
CASE STUDY 3: Designing Empathic Conversations about Future User Experiences
CASE STUDY 4: Driving Service Design by Directed Storytelling
CASE STUDY 5: Exploring Mobile Needs and Behaviours in Emerging Markets

Designing interactions to shape systems and organisations
CASE STUDY 6: There is More to Service than Interactions
CASE STUDY 7: How Service Design can Support Innovation in the Public Sector
CASE STUDY 8: From Novelty to Routine: Services in Science and Technology-based Enterprises
CASE STUDY 9: Enabling Excellence in Service with Expressive Service Blueprinting

Exploring new collaborative service models
CASE STUDY 19: Service Design, New Media and Community Development
CASE STUDY 11: Designing the next generation of public services
CASE STUDY 12: A Service Design Inquiry into Learning and Personalisation
CASE STUDY 13: Mobile and Collaborative. Mobile-Phones, Digital Services and Socio-Cultural Activation.

Imagining future directions for service systems
CASE STUDY 14: Using Scenarios to Explore System Change: VEIL, Local Food Depot
CASE STUDY 15: Designing a collaborative projection of the ‘Cité du Design’
CASE STUDY 16: Enabling Sustainable Behaviours in Mobility through Service Design
CASE STUDY 17: Supporting Social Innovation in Food Networks

A map of design for services
What is design for services?
What job profiles for a service designer?

Section 3 Future Developments: An emerging economy

Appendices

Index

Authors

Dr Anna Meroni is assistant professor at the INDACO (Industrial Design, Arts, Communication and Fashion) Department of the Politecnico di Milano University, Italy, a Training and Research Centre in Design. She investigates service from the perspective of strategic social innovation, with a specific emphasis on community centred design. Her main research areas are food systems and innovative housing for sustainable lifestyles. Dr Meroni is co-director of the international Master in Strategic Design and a visiting professor and scholar in schools and universities around the world. She is active in the launch and promotion of the international network DESIS, Design for Social Innovation and Sustainability.

Dr Daniela Sangiorgi is a lecturer at ImaginationLancaster, the creative research laboratory at the Lancaster Institute for Contemporary Arts (Lancaster University, UK). As one of the early scholars looking into Service Design, she has gained international recognition. Her work has been mapping and supporting this emerging field of study and research since its outset. Her doctorate has investigated services as complex social systems, proposing holistic and participatory approaches to Service Design. Recent work has been exploring the role of Design and participation within public services reform, with a focus on commissioning for healthcare. She has been one of the founders of the Service Design Network and Service Design Research initiatives.

Contributors

Sara Bury, Computing Department, Lancaster University, UK
Keith Cheverst, Computing Department, Lancaster University, UK
Carla Cipolla, Department INDACO, Politecnico di Milano, Italy
Shelley Evenson, Carnegie Mellon University, USA
Luca Maria Francesco Fabris, Centro Metid and Dept. BEST, Politecnico di Milano, Italy
Giordana Ferri, Department INDACO, Politecnico di Milano, Italy
Julia Gillen, Department of Linguistics and English Language, Lancaster University, UK
Valerie Hickey, IBM Research USA and IBM Corporation, Canada
Stefan Holmlid, Linkoping University, Sweden
Johnathan Ishmael, Computing Department, Lancaster University, UK
François Jégou, Strategic Design Scenarios, Belgium
Sabine Junginger, ImaginationLancaster, Lancaster University, UK
Lucy Kimbell, Saïd Business School, University of Oxford, UK
Keith Mitchell, Computing Department, Lancaster University, UK
Dianne Moy, Melbourne University, Australia
Elena Pacenti, Domus Academy Research Centre, Italy
Margherita Pillan, Department INDACO, Politecnico di Milano, Italy
Nicholas J. P. Race, Computing Department, Lancaster University, UK
Bas Raijmakers, STBY, The Netherlands and UK
Mark Rouncefield, Computing Department, Lancaster University, UK
Chris Ryan, Melbourne University, Australia
Susanna Sancassani, Managing Director Centro METID, Politecnico di Milano, Italy
Giulia Simeone, Department INDACO, Politecnico di Milano, Italy
Paul Smith, Computing Department, Lancaster University, UK
Susan L. Spraragen, IBM Research USA and IBM Corporation, Canada
Deborah Szebeko, Think Public, UK
Nick Taylor, Computing Department, Lancaster University, UK
Paola Trapani, Department INDACO, Politecnico di Milano, Italy
Mark Vanderbeeken, Experientia, Italy
Roger Whitham, ImaginationLancaster, Lancaster University, UK
Jennie Winhall, Participle, UK

Be the first to share
28 April 2017
[Book] Quantitative Ethnography
Quantitative Ethnography David Williamson Shaffer Boswell Press Available April 2017 > Download Introduction > Watch video presentation This is a book about understanding why, in the digital age, the old distinctions between qualitative and quantitative research methods, between the sciences and …
21 April 2017
ONE Design: a portal on Adaptive Path’s work with Capital One Bank
ONE Design is a content portal where Capital One, the eighth-largest bank in the United States, shares (many) inspiring stories of how their Adaptive Path designers "impact lives with humanity, simplicity, ingenuity - and empower …
21 April 2017
[Book] The Stuff of Bits – An Essay on the Materialities of Information
The Stuff of Bits: An Essay on the Materialities of Information by Paul Dourish MIT Press, May 2017 264 pages Virtual entities that populate our digital experience, like e-books, virtual worlds, and online stores, are backed by the large-scale …
11 April 2017
[Book] Designing User Interfaces for an Aging Population: Towards Universal Design
Designing User Interfaces for an Aging Population: Towards Universal Design By Jeff Johnson and Kate Finn Morgan Kaufmann Publishers, March 2017 258 pages > First chapter Designing User Interfaces for an Aging Population: Towards Universal Design presents age-friendly design guidelines …
8 April 2017
Jeremy Myerson on how social challenges can catalyse design-led innovation in industry
In this recent talk at the RCA in London, writer and academic Jeremy Myerson explores how social challenges can catalyse design-led innovation in industry. Rather than seeing such issues as ageing populations, growing healthcare needs …
8 April 2017
Service design at the Singapore Government
Jacqueline Poh, CEO of Singapore's GovTech agency, spoke about the importance of a service design approach at the Innovation by Design Conference 2017, held from 7-8 March as part of Singapore Design Week. Whether or not …
5 April 2017
[Book chapter] Behavioral economics and health
Behavioral Economics and Health Judd B. Kessler and C. Yiwei Zhang Oxford Textbook of Public Health 2014 Behavioral Economics combines the insights of Economics and Psychology to identify how individuals deviate from the standard assumptions of economic theory and …
31 March 2017
Experientia guide to Milan Design Week 2017
It's that time of year again - Milan's don't-miss event for the design community is here. If you're looking to get inspired at Milan Design Week, then check out our top picks for the latest …

We are an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first.

31 March 2017
Experientia guide to Milan Design Week 2017

It’s that time of year again – Milan’s don’t-miss event for the design community is here. If you’re looking to get inspired at Milan Design Week, then check out our top picks for the latest edition, from Experientia’s designers, strategists and partners. Milan might be best known for its busy streets, traditional cafés and world […]

12 January 2017
Experientia’s CITYOPT project awarded prestigious French award for its sustainable development design

Following the 2016 Smart Innovation Award at “FIMBACTE Trophées du Cadre de vie”, the CITYOPT project has once again been recognized, this time in the prestigious French design competition: “Observeur du Design 2017”, in the Service Design category. In June 2016, CITYOPT won the first stage of the Observeur du Design. Now the project has […]

1 December 2016
More on upcoming conference on design & sustainable innovation for smart cities

Last month Putting People First announced the upcoming conference on design & sustainable innovation for smart cities in Nice France. Meanwhile we are pleased to announce the full event agenda (see below). This event will feature professionals from leading research institutes and industry gathering to present key initiatives which combine Energy Efficiency and Service Design […]

29 October 2016
Upcoming conference on design & sustainable innovation for smart cities

Invitation to the International Conference on Design & Sustainable Innovation for SmartCities Nice (France) 8 December 2016 On the 8th December 2016, the CITYOPT project will host an international conference on Design and sustainable innovation for SmartCities, at the Centre Universitaire Méditerranéen, France. An open invitation to attend is offered to people and organisations who […]

28 October 2016
Experientia’s President, Michele Visciòla, panel judge for MacArthur Foundation’s “100&Change” competition

The 100&Change is an international competition and a landmark opportunity for thinkers and designers to tackle critical challenges affecting the world. Michele Visciòla will be one of the panel of expert judges who will select which project is worthy of the $100 million grant. 100&Change is the MacArthur Foundation competition – launched this year for […]

5 September 2016
Great engine, but the fuel seems poor. Discussing insight development in corporate marketing

The September issue of the Harvard Business Review (HBR) contains a lengthy essay, entitled Building an Insights Engine, on how Unilever has created the organizational capabilities to “transform data into insights about consumers’ motivations and to turn those insights into strategy.” The article was written by Frank van den Driest and Keith Weed of a […]

See all articles