31 March 2009

Co-creation in service design

Be the first to share

Sunderland
Ben Fullerton has an article out in the March/April issue of Interactions magazine on Co-creation in Service Design. It focuses on the “Make It Work” project for the Sunderland City Council and live|work’s efforts to collaborate on the design of a program for the long-term unemployed.

Genius design may well work for something that will be built—whether software, hardware, furniture, an environment, or any other tangible form our design might take. But how well does it work when we design for less tangible experiences? If there is nothing that can be seen, touched, or used that clearly embodies the whim of the designer, how does the role of the designer change?

The (relatively) recently developed practice of service design seeks to address exactly these types of problems, concerning itself with applying the thinking learned from crafting well-considered, tangible experiences to those that do not terminate in a single product at a single moment in time, such as our experience of interacting with our cell phone provider, using our bank account, or when we visit a hospital.

Formerly a designer at live|work, Ben has been active in evangelizing service design in the United States, speaking at the Berkeley iSchool and Adaptive Path, facilitating workshops and recording a podcast with Jennifer Bove.

Download article

(via Design for Service)

Be the first to share
18 July 2016
Ethnographic research to improve the City of New York’s digital services
A team including the Public Policy Lab (a New York City non-profit) worked with New York City's Chief Digital Officer and her staff to use ethnographic research to develop the New York City Digital Playbook …
29 June 2016
UX in government: Why we need to stop calling it “citizen experience”
Cultural anthropologist Jamie Lee writes that she is fully on board with UX’s role in the public sector, and that she is an advocate for its unique role in more ethical governance with, rather than …
28 June 2016
Politicians need to commit to ethnographic research if they want to understand people
Business anthropologist Simon Roberts has campaigned hard for the "Remain" side in the UK referendum and is deeply disappointed. He now explores a topic that I too have been arguing for some time now: Politicians, …
22 June 2016
A united energy economy: Experientia helps wrap up the CITYOPT Nice pilot project
Can behavioral change address local energy issues, raise people’s awareness energy consumption issues, and directly support non-profit organizations at the same time? With the Nice pilot of the CITYOPT project, we have seen strong suggestions …
17 June 2016
Remember the people: The foundation for success in 21st C infrastructure
Infrastructure providers are used to focusing on issues of project selection, funding, and regulation. The most successful firms are learning to provide great consumer experiences too. "The consumer experience matters. Infrastructure providers therefore need to …
19 May 2016
Transition design as postindustrial interaction design
The School of Design at Carnegie Mellon University has started talking about 'Transition Design.' In his long reflection about this new kind of design practice, Cameron Tonkinwise, CMU's Director of Design and Doctoral Studies, writes: Transition refers …
25 April 2016
How city design is adapting to older populations
As cities experience a demographic shift, the need for age-friendly design is becoming ever more critical. From almshouses to driverless cars, the future of urban housing and mobility may just be shaped for and by …
19 April 2016
Co-creating policy and public services in Ireland
Governments, public sector and community organisations are addressing increasingly complex challenges such as the ageing society, climate change, sustainable behaviour change, youth unemployment, impacts of austerity, health, housing and homelessness. They are doing this at a …

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.

22 June 2016
A united energy economy: Experientia helps wrap up the CITYOPT Nice pilot project

Can behavioral change address local energy issues, raise people’s awareness energy consumption issues, and directly support non-profit organizations at the same time? With the Nice pilot of the CITYOPT project, we have seen strong suggestions that it can. It also suggests that the sense of belonging to a local community is a strong motivation for […]

23 May 2016
Experientia white paper: “Conducting clinical trials is about working with patients”

Patient-centricity is one of the defining issues facing clinical trials in the pharma industry. The past few years have seen a growing awareness by pharmaceutical companies of the importance of patient-centricity – but they have also illustrated that not everyone is clear on just what patient-centricity is, or how to achieve it. After using UX […]

12 April 2016
The latest on innovation in Energy Efficient Buildings: annual round-up of EU Commission projects

Every year, the Energy-efficient Buildings (EeB) Public Private Partnership (PPP) publishes the EeB PPP project review – a round-up of energy-efficiency projects that have been co-funded by two European Commission schemes. This year, the print and digital booklet design was done by Experientia, in particular by our talented visual and interaction designer Dohun Jang. Experientia […]

8 March 2016
Behavioral modeling – Shaping cultural change and behavioral evolution

One of the things we do here at Experientia that really sets us apart from other UX agencies is behavioral modeling. Our cognitive and behavioral models go beyond the standard customer journeys and personas (both useful tools, and often preliminary steps to behavioral modeling) to create frameworks that can be used to make people more […]

1 March 2016
Singapore’s main newspaper on Experientia’s design with the elderly

Arti Mulchand reports in the Straits Times, Singapore’s main newspaper, on Experientia’s “Design for Ageing Gracefully” project: Putting faces to end-users early in the design process is changing the way designers and organisations are approaching products aimed at Singapore’s growing elderly demographic. Experientia’s ethnographic study, which was commissioned by DesignSingapore Council in a collaboration with […]

18 January 2016
Experientia website completely reshaped

Experientia is pleased to announce that we’ve started 2016 with a brand new website. Experientia’s now officially 10 years old, and we decided that the best way to celebrate is by building a new website that showcases our growth – with new projects, new people in the staff, and two new locations in Lausanne and […]

See all articles