Designing for Service -

. .

Editeur : Bloomsbury Academic

Langue : Anglais

Parution : 01/08/2019

Format : Moyen, de 350g à 1kg

Nombre de pages : 288

Expédition : 1052

Dimensions : 24.7 x 17.6 x 3.2

ISBN : 9781350103429

Biographie:

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.

Sommaire:

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?: Engine's 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