Designing for Service

Few books are as timely as this one. Commercial and public sector interest in service design is growing rapidly, the impact of a service design approach is now well understood and many different forms of service design practice are emerging in different parts of the world. Daniela and Alison are two research practitioners who have been at the heart of many of these developments; in this book they both very generously share their perspectives and provide clear frameworks based on the insights of many other contributors. * Tom Inns, Director of Glasgow School of Art, UK * With the popularity and growth in the field of service design, we need more scholars to ask the harder questions about how interventions are made and what changes these are making to our lives. Designing for Service is a compelling collection of rich, insightful and interrogative essays that discuss salient issues and elusive themes in service design that few other 'how to' books have addressed. * Yoko Akama, Associate Professor of Design at RMIT University, Australia *

Daniela Sangiorgi is Associate Professor at the Politecnico di Milano, Italy. Alison Prendiville is Senior Researcher for the Design School at London College of Communication, UK.

1. Introduction by Daniela Sangiorgi and Alison Prendiville 1.1 A short introduction to Service Design 1.2 Evolution of the concepts of design and service 1.3 Service design impact and contribution to service development and implementation 1.4 Interest for and application of Design skills and approaches by non-designers 1.5 Development of boundary areas 1.6 The structure of the book SECTION I The Lay of the Land in Designing for Service 2. Expanding (Service) Design Spaces by Daniela Sangiorgi, Alison Prendiville and Jeyon Jung 2.1 Complementary perspectives on design-led service innovation 2.1.1 A stages-process understanding of Service Design 2.1.2 An outcome perspective on Service Design 2.1.3 A practice perspective on Service Design 2.2 Expanding Service Design spaces 2.2.1 Before Design 2.2.2 During Design 2.2.3 After Design 2.3 Discussion 3. Designing vs. Designers: How Organizational Design Narratives Shift the Focus from Designers to Designing by Sabine Junginger and Stuart Bailey 3.1 Introduction 3.2 Narratives in Design and Design Narratives for Organizations 3.3 Organizational Design Narratives as Enablers for Organizational Learning 3.3.1 Designers versus designing 3.4 Role and Function of an Organizational Design Narrative 3.4.1 What does an Organizational Design Narrative look like? Three Examples 3.5 Summary and Conclusion 4. Designing for Interdependence, Participation and Emergence in Complex Service Systems by Daniela Sangiorgi, Lia Patricio and Raymond Fisk 4.1 The increasing complexity of the service context 4.2 Evolution of Service Design - more actors, more interdependencies, and less control 4.3 Emerging Service Design strategies and principles 4.3.1 Design and Interdependence 4.3.2 Design and Participation 4.3.3 Design and Emergence 4.4 Discussion 5. Specialist Service Design Consulting: The end of the beginning, or the beginning of the end? by Eva-Maria Kirchberger and Bruce S. Tether 5.1 Introduction 5.2 The end of the beginning?: Engines Big Break: The Dubai Airport Project 5.3 The beginning of the end? The Big Beasts of Management Consulting close in on Service Design 5.4 What Next for the Independent, Specialist Service Design Consultants? SECTION II Contemporary Discourses and Influence in Designing for Service 6. The object of service design by Lucy Kimbell and Jeanette Blomberg 6.1 Introduction 6.2 A platform to surface the complexities 6.3 Three perspectives on the object of Service Design 6.3.1 The service encounter 6.3.2 The value co-creating system 6.3.3 The socio-material configuration 6.4 Implications for design 6.4.1 Cosmologies 6.4.2 Accountabilities 6.4.3 Temporalities 6.4.4 Politics 6.4.5 Expertise 6.5 Conclusion 7. Breaking free from NSD: Design and service beyond new service development by Stefan Holmlid, Katarina Wetter-Edman and Bo Edvardsson 7.1 Introduction 7.2 The Limits of New Service Development 7.3 Opening up to a service logic 7.3.1 Exploring existing configurations of resource integration 7.3.2 Reconfiguring constellations of resource integration 7.3.3 Implications for designing and service 7.4 Beyond the limitations 8. Designing on the spikes of injustice: representation and co-design by Katie Collins, Mary Rose Cook and Joanna Choukeir 8.1 What is representation? 8.2 Participation in service design 8.3 Entwining strands 8.4 Whose participation is it anyway? 8.5 Conclusions 9. Co-design, organisational creativity and quality improvement in the healthcare sector: designerly or design-like? Glenn Robert and Alastair S. Macdonald 9.1 Introduction 9.2 The healthcare sector 9.2.1 Development and local implementation 9.2.2 Quality Improvement (QI) in healthcare 9.3 The Service Design perspective 9.3.1 Publics and infrastructuring 9.4 Healthcare Quality Improvement & Design-based approaches 9.4.1 Case study 1 9.4.2 Case study 2 9.5 Bridging the divide: infrastructuring to release organisational creativity and improve service quality 9.