A Theoretical Framework for Studying Service Design Practices: First Steps to a Mature Field

Sangiorgi, Daniela; Prendiville, Alison

doi:10.1111/dmj.12014

Cited by 33 publications

(29 citation statements)

References 40 publications

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“…There can be many benefits of service design in relation to innovation, including both increased creativity and actor participation during the innovation process, as well as related outcomes of designing new value propositions that are more experience‐centric and value cocreating for multiple stakeholders (Patrício, de Pinho, Teixeira, & Fisk, 2018; Wetter‐Edman et al, 2014; Yu & Sangiorgi, 2018). Service design entails understanding that customer experience is idiosyncratic, and that the value of that experience emerges in the interaction of people, organizations, and technology (Sangiorgi & Prendiville, 2014). With its design practice and service outlook, service design has addressed innovation challenges in many complex service systems, such as healthcare and the public sector (Deserti & Rizzo, 2014; Vink et al, 2019).…”

Section: Theoretical Backgroundmentioning

confidence: 99%

Service design as an innovation approach in technology startups: a longitudinal multiple case study

et al. 2020

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While service design has been accepted as a human-centered and cocreative approach to service innovation, its role in technology-driven contexts, specifically technology startups, has been largely unexplored. Previous research suggests that technology startups tend to focus on technical aspects of innovation, neglecting the value cocreation potential of service innovation that service design can facilitate. Focusing on value propositions as the main mechanisms of service innovation, this study explores how service design facilitates service innovation in technology startups. This longitudinal study examines the opportunities and challenges of introducing service design for the purpose of service innovation in five technology startups over a period of 11 months. Results reveal how service design facilitates the creation of new value propositions that expand the previous technology-driven focus towards a human-centered and cocreative one. Additionally, findings suggest that there are two levels of how service design becomes embedded in technology startups that are contingent on their life cycle stage. This contributes to the service innovation literature that views innovation as development of new value propositions and describes the key role of service design. The study also discusses managerial implications of the findings for technology startups and service designers and provides directions for future research. K E Y W O R D S service design, service innovation, technology startups, value proposition

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Section: Theoretical Backgroundmentioning

confidence: 99%

Service design as an innovation approach in technology startups: a longitudinal multiple case study

et al. 2020

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“…Service design is a young discipline that has emerged as a creative and holistic approach to service innovation (Meroni & Sangiorgi, 2011;Stickdorn & Schneider, 2010), and since the 2000s, it has established its own disciplinary foundations (Sangiorgi & Prendiville, 2015). In a recent study, Yu and Sangiorgi (2018) have shown how service design can contribute to the contextual and holistic understandings of user experiences, aligning system actors to the user experience, and building long-term capabilities to implement value co-creation.…”

Section: Service Design and The Changing Nature Of Studio Projectsmentioning

confidence: 99%

How Industrial Design Students Approach Service Design Projects

Sayar¹

2019

Insider Knowledge - Proceedings of the Design Research Society Learn X Design Conference, 2019

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This paper aims to investigate the ways industrial design students approach service design projects. Taking the unique aspects of services compared to products into account, first, the notion of the studio project was discussed from a service design perspective. The elements of service design projects were articulated as the offering; the modules and interfaces; and the suppliers, customers and resources. Then, using an undergraduate service design elective course as a case, a thematic account of nine student projects was developed. Four design strategies utilized by industrial design students in their service design project development efforts were inductively identified: replacing a product with a service idea; reconceptualising an existing service in a local context; expanding the scope of a professional service through digital channels; and changing the target user group of an existing service and redesigning the customer journey. These strategies were distinguished by the locus element of the projects and the amount of iteration that took place between the three project elements. The results show that the design strategy followed, impacts the degree of novelty of the proposed service. Consequently, for successful service design projects, students and design teams need to combine different methods to visually manifest the parameters and limits of the service, decide on the locus project element that will guide the design process, and continuously explore and seize new ideas that emerge from the interactions between the different project elements.

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“…Recently, professional practices reflected that the development of service design in UIs had alarmed gaining background understanding of any kinds of users with modern technologies (Sangiorgi and Prendiville, 2014). Research in HCI domain had been evaluated and criticised by many scholars as it focused much narrowly to understand the barriers and difficulties experienced by all categories of users specifically older people concerning technology transitions that added a view over AFs (Rogers et al, 2014;Sun et al, 2014).…”

Section: Literature Reviewmentioning

confidence: 99%

Design of near optimal user interface with minimal UI elements using evidence based recommendations and multi criteria decision making: TOPSIS method

Vairamuthu¹,

Anouncia²

2018

IJHT

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Abstract:One among the research challenges in human computer interaction (HCI) is to build user interfaces in the way that make users satisfy. This would improve the usability of an information system. In general, usability is one of the non-functional requirements which decides the acceptability. Usability factors when not considered properly during interaction design will lead spending more cost and time for any organisation. Simple interaction styles with guiding user interface components for navigations will improve the users' interaction. The improved interaction thus would facilitate in improving the users satisfaction towards using any information system. In this work, it has been attempted to recommend designers to build user interface with minimal components without compensating the effectiveness. For this process, the multi criteria decision making (MCDM) approach technique for order preference by similarity to ideal solution (TOPSIS) was employed in this work.

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A Theoretical Framework for Studying Service Design Practices: First Steps to a Mature Field

Cited by 33 publications

References 40 publications

Service design as an innovation approach in technology startups: a longitudinal multiple case study

Service design as an innovation approach in technology startups: a longitudinal multiple case study

How Industrial Design Students Approach Service Design Projects

Design of near optimal user interface with minimal UI elements using evidence based recommendations and multi criteria decision making: TOPSIS method

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