Fragile Liaisons: Challenges in Cross-organizational Service Networks and the Role of Design

Service Design as an Approach to Implement the Value Cocreation Perspective in New Service Development

“…The manager in the “Quick Tap” project, for example, witnessed how the Service Design approach to developing the service process was geared toward users’ easier engagement with the service:We had to streamline the process to get the customer to a point where they can just receive and use the service; it was a quite useful activity to go through. (Program manager, Quick Tap)User experiences are said to organize and manage heterogeneous networked collaborations (Henze et al 2012), while acting as a shared goal for stakeholders (Henze, Mulder, and Jan Stappers 2013; Hyvärinen, Lee, and Mattelmäki 2015).…”

Perspective: the gist of public tender for service design

“…As the extent and boundaries of service design remains open to interpretation, what represents and constitutes the work of professional service design consultants remains ambiguous in many ways. The field is also quickly expanding to various directions in literature (e.g., Baek, Kim, Pahk, & Manzini, 2017;Costa, Patrício, Morelli, & Magee, 2017;Hyvärinen, Lee, & Mattelmäki, 2015;Junginger & Sangiorgi, 2009;Kimbell, 2012;Pirinen, 2016;Polaine, Løvlie, & Reason, 2013;B. Reason, Løvlie, & Flu, 2016;Secomandi & Snelders, 2011;Stickdorn & Schneider, 2010;Yu & Sangiorgi, 2017).…”

Towards Design-Driven Transdisciplinary Education: Navigating the Challenges and Envisioning the Role of Design as a Facilitator

“…see Lee et al, 2018). Extant research (Lee et al, 2018;Hyvärinen, Lee and Mattelmäki, 2015;Bason, 2010;Junginger and Sangiorgi, 2009) has focused on design's innate qualities that are human-centered, collaborative, and future-oriented. Through analysis of 13 co-creation projects, Lee et al (2018) explained how design can facilitate cocreation by multiple actors with heterogeneous knowledge, power and interests: visual and narrative components of design help actors construct and articulate their knowledge and expectations; creative collaboration tools help them negotiate their different views and form a shared goal; future-oriented components of design allow them to imagine future scenarios.…”

“…Junginger and Sangiorgi (2009) suggested that design enquiry can be used as a conversational tool within an organization to unveil organization's deeper assumptions and show how such assumptions frame its current situation and actions. Similarly, Hyvärinen et al (2015) illustrated the roles of design approaches in helping organizations externalise their different views and expectations in a cross-sector collaboration. Bason (2010) advocated the role of design in achieving the public sector transformation from expert-oriented, siloed ways of working to more collaborative one.…”

“…This paper presents an exploratory study to unveil challenges of developing transdisciplinary higher education and discuss potential roles of design in overcoming the challenges. Design has been increasingly used to facilitate multidisciplinary collaboration, by supporting the creation of collaborative platforms, providing a shared language through visualization, and guiding solution-envisioning activities (Lee et al, 2018;Hyvärinen, Lee and Mattelmäki, 2015). We tap on such qualities of design and explore its role as a facilitator in a transdisciplinary education context.…”