2 September 2012

Focus on service design – in UK and in Italy

Be the first to share

Earlier this year, the UK Design Council and the Arts & Humanities Research Council conducted a wide ranging review of the place of design research in UK universities, and its connection with businesses and policymakers. The aim was to identify future areas for research funding, and new and innovative ways of bringing research and industry together to contribute their ideas.

The findings from the initial scoping study indicated that a focus on service design is of the utmost importance, as it is an interesting field both in the design profession and in academic research, and one in which there is considerable opportunity for engagement with business:

“In relation to the UK design industry and the disciplines that we reviewed, we think it would be fair to say that the area that is perhaps most neglected is the developing sector and discipline of service design. It was certainly the area most regularly cited as in need of attention across all of the stakeholder research that we have conducted, but also has the potential to make major contributions to innovation and to major challenges such as health and sustainability.”

We believe that it is bringing together economists, design businesses and design researchers in multidisciplinary teams that will generate evidence that can fill some of the gaps currently seen in the literature.”

The Design Council will now conduct a study of service design that will conclude in November.

Italy

In Italy, there is a strong tradition of service design at academic level, with high-level English language Masters programmes at Domus Academy (directed by Elena Pacenti) and at the Milan Polytechnic (directed by Anna Meroni).

But too few of the students end up working as service designers in Italy, and despite good initiatives such as Feeding Milano (LIFT conference video), the impact of these programmes on public services is still scarce.

We at Experientia contribute to making that change happen, having hired former students from both programmes and also recruited their interns. They work with Italian and global players in multi-disciplinary and evidence-based projects, as recommended by the Design Council scoping study. Experientia partners Jan-Christoph Zoels and Mark Vanderbeeken also taught service design this Spring at resp. Domus and the Polytechnic, eager to inspire future positive change in the Italian context.

Be the first to share
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 …
17 November 2016
[Book] Collaborative Ethnography in Business Environments
Collaborative Ethnography in Business Environments Edited by Maryann McCabe Routledge 2017, 138 pages In a global and rapidly changing commercial environment, businesses increasingly use collaborative ethnographic research to understand what motivates their employees and what their customers value. In …
15 November 2016
[Book] Sensemaking
Sensemaking: The Power of the Humanities in the Age of the Algorithm by Christian Madsbjerg Hachette Books March 2017, 256 pages Inspired by his work with companies like Ford and Coca-Cola, Madsbjerg's Sensemaking is a provocative stand against the …
15 November 2016
Free “Guide to Service Blueprinting” by Adaptive Path/Capital One Design
A Guide to Service Blueprinting Nick Remis and the Adaptive Path Team at Capital One Adaptive Path November 2016, 52 pages As the focus of customer experience becomes more important, having a good picture of how your service operates …
14 November 2016
Billions spent on cyber security tech while human error ignored
Billions spent on cyber security tech while human error ignored, writes Misha Glenny in the Financial Times. Armies of zombie computers threaten us all. Despite the headlines, the cyber security industry has prioritised the development of …
11 November 2016
The cognitive psychologist’s view of UX design
Psychologist and cognitive scientist Dr. Susan Weinschenk explains how her science informs UX design. Weinschenk takes research and knowledge about the brain, the visual system, memory, and motivation and extrapolates ten UX design principles from …
8 November 2016
[Book] Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight
Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight by Thomas A. Stewart and Patricia O’Connell Harper Business November 2016, 336 pages In this pioneering guide, two business authorities introduce the new discipline of Service …
8 November 2016
Customer delight through service design
The service sector needs to break away from old manufacturing-oriented habits and build great consumer experiences into every facet of its business model, write Thomas A. Stewart and Patricia O’Connell in strategy+business. Experiences matter. Experiences are …

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.

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 […]

29 August 2016
Experientia discussing ethnography and patient-centricity at EPIC 2016

This week Experientia joins our colleagues and peers in Minneapolis at EPIC 2016, the premier international gathering on ethnography and design in industry. The theme for the conference this year is Pathmaking, emphasizing the power of ethnography to create transformative innovation, growth and strategic success for companies, industries and communities. On the second day of […]

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 […]

See all articles