Historical Perspectives on Service Design and Technology

Suoheimo, Mari; Trapani, Paola; Miettinen, Satu

doi:10.1007/978-3-031-29306-1_3

Cited by 2 publications

(2 citation statements)

References 46 publications

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“…We see that knowing the ways or tools from other fields as the PPG's framework from management for creating strategy may be helpful for designers to communicate their own ways of strategy creation in the field of wicked problems. Studies have shown that knowing the vocabulary from the field that you are collaborating with is already one way to make Wicked Strategies: Comparing Evolved Double Diamond and PPG'S Framework for Strategy Creation for Wicked Problems in Service Design Linköping University Electronic Press collaborative work easier (Suoheimo et al 2022). Also, Suoheimo et al (2022) highlights how sharing the process models in the beginning of a project can aid the collaboration between different fields of professionals in a cross-collaborative work.…”

Section: Introductionmentioning

confidence: 99%

“…The Evolved Double Diamond is commonly known and used in service design literature, but the PPG's framework is less known or applied. Wicked problems are social and often the service design literature handles more socially oriented problems in wicked problems as healthcare (Khambetea et al, 2015), education (Suoheimo et al 2022) or unemployment services (Sarantou & Suoheimo, 2018), still there are wicked problems in the industrial fields such as supply chain management, energy consumption or issues of fabrication, and it would be beneficial for service designers to start acting more in such fields as well. On the other hand, knowing how the field of management uses PPG's framework can also teach service designers new issues on creating strategies for tackling wicked problems in industrial fields or beyond them.…”

Section: Introductionmentioning

confidence: 99%

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Wicked Strategies: Comparing Evolved Double Diamond and PPG’s Framework for Strategy Creation for Wicked Problems in Service Design

Kotaniemi,

Suoheimo,

Miettinen

2023

Linköping Electronic Conference Proceedings

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Wicked problems are present in many of the services that service designers design as in healthcare, social work or sustainable transportation. Camillus (2008) argued that wicked problems often increase as an organisation faces constant change or unprecedented challenges. These challenges need models on how to tackle them and in this article we will compare the Evolved Double Diamond model with PPG Industries’ framework for responding to wicked problems, as presented by Camillus (2008). Both models are used to create a strategy for the context of wicked problems: a new Evolved Double Diamond model that addresses especially complex problems. It is good to look at models critically and understand their similarities and differences for possible future development of strategies.

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Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Wicked Strategies: Comparing Evolved Double Diamond and PPG’s Framework for Strategy Creation for Wicked Problems in Service Design

Kotaniemi,

Suoheimo,

Miettinen

2023

Linköping Electronic Conference Proceedings

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A Systemic Review on the Adoption of Service Design Practices to Improve the Quality of User Experience and Organization in the Healthcare Environment

Palazzo,

Bertelli,

Gaspari

2024

Sustainability

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Healthcare services and spaces are recognized as complex ecosystems where different user categories interact daily facing often urgent and difficult situations that challenge the established organizational and procedural models. The increasingly evolving needs and conditions influencing the processes affect the capacity to quickly adapt the available operational models as well as spaces to provide a timely and efficient response. This calls for new approaches and methods to enable the managing staff to overcome the conventional silos-based structure and integrate new methods and tools to facilitate interdisciplinary analysis and synergies. Some frontrunning healthcare structures started to adopt Service Design practices, which are largely grounded in the Design Thinking approach, to reshape the conventional models for improving the quality of user experience with remarkable expected impacts on social, economic, and environmental sustainability in the mid-long run. Following the rigorous investigation structure of Systemic Review, the paper explores the adoption of Service Design practices in frontrunner experiences focusing on organizational aspects to draft a reference framework, including successful factors, barriers, and viable pathways, which are currently missing. The main scope of the paper is accordingly to address the detected gaps in clarifying methods tools and goals of Service Design-oriented practices for improving healthcare processes and user experience quality. The main reported findings highlight the importance of introducing Co-Design and participative practices to integrate specialistic perspectives and organizational aspects as well as to engage all the key players at different levels.

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Historical Perspectives on Service Design and Technology

Cited by 2 publications

References 46 publications

Wicked Strategies: Comparing Evolved Double Diamond and PPG’s Framework for Strategy Creation for Wicked Problems in Service Design

Wicked Strategies: Comparing Evolved Double Diamond and PPG’s Framework for Strategy Creation for Wicked Problems in Service Design

A Systemic Review on the Adoption of Service Design Practices to Improve the Quality of User Experience and Organization in the Healthcare Environment

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