Designing for service : key issues and new directions

목차 (Table of Contents)

• CONTENTS
• List of Illustrations = xi
• Notes on Contributors = xii
• 1 Introduction / Daniela Sangiorgi ; Alison Prendiville = 1
• 1.1 A short introduction to service design = 1
• 1.2 Evolution of the concepts of 'design' and 'service' = 4
• 1.3 Service design impact and contribution to service development and implementation = 6
• 1.4 Interest for and application of design skills and approaches by non-designers = 7
• 1.5 Development of boundary areas = 8
• 1.6 The structure of the book = 10
• References = 10
• Part One : The lay of the land in designing for service = 15
• 2 Expanding (service) design spaces / Daniela Sangiorgi ; Alison Prendiville ; Jeyon Jung = 17
• 2.1 Complementary perspectives on design-led service innovation = 19
• 2.2 Expanding service design spaces = 25
• 2.3 Discussion = 30
• References = 31
• 3 Designing vs. designers : How organizational design narratives shift the focus from designers to designing / Sabine Junginger ; Stuart Bailey = 33
• 3.1 Introduction = 33
• 3.2 Narratives in design and design narratives for organizations = 35
• 3.3 Organizational design narratives as enablers for organizational learning = 36
• 3.4 Role and function of an organizational design narrative = 39
• 3.5 Summary and conclusion = 44
• References = 46
• 4 Designing for interdependence, participation and emergence in complex service systems / Daniela Sangiorgi ; Lia Patricio ; Raymond Fisk = 49
• 4.1 The increasing complexity of the service context = 51
• 4.2 Evolution of service design - more actors, more interdependencies, and less control = 53
• 4.3 Emerging service design strategies and principles = 54
• 4.4 Discussion = 60
• References = 62
• 5 Specialist service design consulting : The end of the beginning, or the beginning of the end? / Eva-Maria Kirchberger ; Bruce S. Tether = 65
• 5.1 Introduction = 65
• 5.2 The end of the beginning? : Engine's big break : The Dubai Airport project = 67
• 5.3 The beginning of the end? The 'big beasts' of management consulting close in on service design = 70
• 5.4 What next for the independent, specialist service design consultants? = 74
• References = 76
• Part Two : Contemporary discourses and influence in designing for service = 79
• 6 The object of service design / Lucy Kimbell ; Jeanette Blomberg = 81
• 6.1 Introduction = 81
• 6.2 A platform to surface the complexities = 83
• 6.3 Three perspectives on the object of service design = 83
• 6.4 Implications for design = 88
• 6.5 Conclusion = 91
• References = 92
• 7 Breaking free from NSD : Design and service beyond new service development / Stefan Holmlid ; Katarina Wetter-Edman ; Bo Edvardsson = 95
• 7.1 Introduction = 95
• 7.2 The limits of new service development = 96
• 7.3 Opening up to a service logic = 98
• 7.4 Beyond the limitations = 102
• References = 103
• 8 Designing on the spikes of injustice : Representation and co-design / Katie Collins ; Mary Rose Cook ; Joanna Choukeir = 105
• 8.1 What is representation? = 106
• 8.2 Participation in service design = 108
• 8.3 Entwining strands = 109
• 8.4 Whose participation is it anyway? = 111
• 8.5 Conclusions = 113
• References = 114
• 9 Co-design, organizational creativity and quality improvement in the healthcare sector : 'Designerly' or 'design-like'? / Glenn Robert ; Alastair S. Macdonald = 117
• 9.1 Introduction = 117
• 9.2 The healthcare sector = 118
• 9.3 The service design perspective = 120
• 9.4 Healthcare quality improvement and design-based approaches = 121
• 9.5 Bridging the divide : Infrastructuring to release organizational creativity and improve service quality = 125
• 9.6 Organisational creativity = 126
• 9.7 Designerly or design-like? = 127
• 9.8 Conclusions = 127
• References = 128
• Part Three : Designing for service in public and social spaces = 131
• 10 Service design and the edge effect / Robert Young ; Laura Warwick = 133
• 10.1 Introduction = 133
• 10.2 The state of the VCS = 134
• 10.3 The fragmentary ascendency of design = 136
• 10.4 Exposure to design to support the paradigm = 138
• 10.5 Continuous engagement with design to support the paradigm = 139
• 10.6 The design of infrastructure to support the paradigm = 140
• 10.7 Conclusion = 141
• References = 143
• 11 Service design as a sensemaking activity : Insights from low-income communities in Latin America / Carla Cipolla ; Javier Reynoso = 147
• 11.1 Social innovations and indigenous services in low-income communities = 147
• 11.2 Interpretative framework : Indigenous services, cultural values, and sensemaking = 149
• 11.3 Interpretative framework application : Examples from Brazil and Mexico = 152
• 11.4 Brazil = 152
• 11.5 Mexico = 155
• 11.6 Conclusions = 158
• References = 160
• 12 The social innovation journey : Emerging challenges in service design for the incubation of social innovation / Anna Meroni ; Marta Corubolo ; Matteo Bartolomeo = 163
• 12.1 Design for services and for social innovation = 164
• 12.2 Service design when it comes to incubating and scaling social innovation = 165
• 12.3 Social innovation in the Milanese context = 169
• 12.4 Discussion = 176
• References = 179
• 13 Service design in policy making / Camilla Buchanan ; Sabine Junginger ; Nina Terrey = 183
• 13.1 Growing interest in service design from policy makers = 184
• 13.2 Service design methods in policy making = 185
• 13.3 Key contributions of service design to policy making = 186
• 13.4 Examples from Australia, the UK and Germany = 188
• 13.5 Key groups driving using service design in policy making = 190
• 13.6 The need for service designers to understand policy making processes = 192
• 13.7 Challenges for service designers in policy making = 193
• 13.8 New ethical questions for service design = 194
• 13.9 Conclusion = 195
• References = 196
• Part Four : Designing for service, shifting economies, emerging markets = 199
• 14 The potential of service design as a route to product service systems / Tracy Bhamra ; Andrew T. Walters ; James Moultrie = 201
• 14.1 Introduction = 201
• 14.2 Serviceability : Designing for service and extending life = 205
• 14.3 Services beyond the product = 206
• 14.4 Service as a business model = 207
• 14.5 Rising to the challenge = 208
• References = 210
• 15 Service design and the emergence of a second economy / Jeanette Blomberg ; Susan Stucky = 213
• 15.1 Introduction = 213
• 15.2 The digital workforce = 214
• 15.3 The autonomous car = 215
• 15.4 Knowability, visibility and materiality of the second economy = 216
• 15.5 Designing digitally enabled services = 221
• References = 222
• 16 Making sense of data through service design - opportunities and reflections / Alison Prendiville ; Ian Gwilt ; Val Mitchell = 225
• 16.1 Introduction = 225
• 16.2 Notions of data = 226
• 16.3 Sensemaking : Translation, visualisation and personalisation = 228
• 16.4 Conclusion = 233
• References = 235
• 17 Beyond collaborative services : Service design for sharing and collaboration as a matter of commons and infrastructuring / Anna Seravalli ; Mette Agger Eriksen = 237
• 17.1 Introduction = 237
• 17.2 How service design relates to sharing and collaboration = 238
• 17.3 Commons as a framework for articulating sharing and collaboration = 241
• 17.4 Infrastructuring as a way of understanding co-designing for and in the sharing and collaboration = 245
• 17.5 Conclusions = 247
• References = 249
• 18 Conclusions / Daniela Sangiorgi ; Alison Prendiville = 251
• Index = 257