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ServDes.SERVICE FUTURES2014
9–11th April 2014ImaginationLancaster, UK
#servdes14
ServDes, the conference on Service Design and Service Innovation, is the premier research conference for exchanging knowledge within service design and service innovation studies. Born as a yearly Nordic conference, ServDes has now become a bi-annual international event with the aim to bring researchers and practitioners together to discuss, share and evolve the emerging discipline of service design, and design-related service innovation.
Conference CommitteeJeanette Blomberg. IBM, USA
Simon Clatworthy, School of Architecture and Design, Norway
Stefan Holmlid, Linköping University, Sweden
Yong Se Kim, Sungkyunkwan University, South Korea
Satu Miettinen, University of Lapland, Finland
Nicola Morelli, Aalborg University, Denmark
Janne-Valtteri Nisula, Laurea UAS, Finland
Elena Pacenti, Domus Academy, Italy
Lia Patricio, University of Porto, Portugal
Daniela Sangiorgi, Lancaster University, UK
Contact ServDes:
Theme
This conference aims to explore how Service Design is contributing to ‘Service Futures’ and, by doing so, to reflect on its directions as a design field.
The concept and role of services in the economy and society have come a long way since its first definitions and studies. Services have moved from being a peripheral activity in a manufacturing-centred economy, to become an engine for growth and for society driven innovation. This transformation has been fully recognised with a flourishing of service innovation and service research studies aimed at deepening the understanding, and at supporting the development of services both as a sector and as a concept.
Service Design has followed this transformation. Starting from its initial focus on service interactions and experiences, Service Design research and practice have entered more strategic and transformational roles, dealing with issues of
Service Futuresorganisational change, system design, sustainability and social change, amongst others. Increasingly, Design for Services is considering ways to integrate and collaborate with other service related disciplines. Also questions are emerging on the future of this field considering the growing areas of application and the expansion of the concept of service itself.
This conference welcomes contributions that reflect on the ‘Service Futures’ theme and its implication for Service Design as a field of enquiry. Four topics with related questions are suggested as a possible focus.
1. Service InnovationServices are said to bring to the fore new ‘soft’, interactive and human centred innovation dimensions that can help in reframing artefact and technologically focused innovation paradigms. Recent research has explored integrative models able to conceptualise innovation in both service and manufacturing. Innovation in the public sector has also received growing attention, calling for radically new models of service delivery geared toward co-production and for the development of an innovation culture.• What is Service Innovation and how does it
happen in practice?• How is Design contributing to public and private
sector service innovation? • How is Design supporting the development of
more open, collaborative and human centred approaches to innovation?
• How does Design work within and across organizations to generate new offerings?
• What is the role of Design and how does it work with other disciplines within innovation processes?
2. Transformative ServicesServices have been recently described as a means for supporting the emergence of a more collaborative, sustainable and creative society and economy. As services do not imply ownership, they depend on direct user participation and are deeply embedded in social ecologies; they can potentially initiate change in lifestyles and consumption modes. Also new service models can be the source for new forms of entrepreneurship, production systems, collaborations and exchanges that suggest alternative models of economies. • How services are shaping our futures? And how is
design using services to drive change in societies, businesses and communities?
• How is Service Design dealing with our contemporary challenges? What are its potential and limitations?
• What are the innovative service models and design approaches able to contribute toward a more sustainable, collaborative and creative society and economy?
• How can designers measure impact in transformational projects?
• What is the role of designers and how do they work with other disciplines to initiate transformational change?
3. Service LogicService is lately described as a new way of thinking about business and innovation; it is proposed as a conceptual framework within which to think in a different way of value creation beyond the traditional dichotomy between products and services. Service is considered as a common form of exchange, while goods become vehicles for service provision. In this evolution value is conceived as co-created among various economic and social actors so the focus is not anymore on what organizations offer but on how well they support customers’ own value creating processes. Thinking in terms of service is potentially a driver for change.• What is the specific contribution of Service Design
to the Service (Dominant) Logic paradigm?• How do designers interpret and support the
implementation of a Service logic? • How can the new definitions of service affect
Service Design as a design field? Where is Service Design heading to?
4. Service ScienceAn international and multidisciplinary research community has coalesced around the studies of services and service systems. IBM has proposed a complementary academic and research area called ‘service science’ to inform the design and development of more performative and reliable service systems for both business and societal purposes. It calls for new T-shaped professionals with deep skills in a specialty and broader understanding of other disciplines to allow collaboration and cross-fertilisation. • How is Service Design contributing to the Service
Science research debate?• How is Service Design collaborating with other
disciplines to develop better services and service systems?
• What are the key competencies and skills Service Designers need to develop to help shape promising Service Futures?
Programme
Day 1 Service Design: In Practice1 pm Welcome & Opening Words
1:30 pm Key Speaker: Dominic Campbell (Futuregov)
2:30 pm Coffee break
3 pm Parallel session A
WORKSHOP 01
WORKSHOP 02
Parallel session B
WORKSHOP 03
WORKSHOP 04
Parallel session C
WORKSHOP 05
WORKSHOP 06
Parallel session D
WORKSHOP 07
WORKSHOP 08
6 pm Canape&Wine refreshement
Day 2 Service Design: Insights9 am Key Speaker: Prof. Pelle Ehn (Malmö University)
10 am Coffee break
10:30 am Parallel session A
PAPER 01
PAPER 02
PAPER 03
Parallel session B
PAPER 04
PAPER 05
PAPER 06
Parallel session C
PAPER 07
PAPER 08
PAPER 09
Parallel session D
WORKSHOP 01
12 pm LUNCH
1 pm Parallel session A
PAPER 10
PAPER 11
PAPER 12
Parallel session B
PAPER 13
PAPER 14
PAPER 15
Parallel session C
PAPER 16
PAPER 17
PAPER 18
Parallel session D
WORKSHOP 02
2:30 pm Coffee Break
3 pm Parallel session A
PAPER 19
PAPER 20
PAPER 21
Parallel session B
PAPER 22
PAPER 23
PAPER 24
Parallel session C
PAPER 25
PAPER 26
PAPER 27
Parallel session D
WORKSHOP 03
6 pm Break
7:30 pm Conference Dinner
Day 3 Service Design: New Directions9 am Plenary Session
10 am Parallel session A
SHORT PAPER 01
SHORT PAPER 02
SHORT PAPER 03
Parallel session B
SHORT PAPER 04
SHORT PAPER 05
SHORT PAPER 06
Parallel session C
SHORT PAPER 07
SHORT PAPER 08
SHORT PAPER 09
11:00 am Coffee Break
11:30 am SHORT PAPER 10
SHORT PAPER 11
SHORT PAPER 12
SHORT PAPER 13
SHORT PAPER 14
SHORT PAPER 15
12:10 pm LUNCH
13:10 pm Service Futures Forum A
SERVICE DESIGN & RESEARCH
Service Futures Forum B
SERVICE DESIGN & EDUCATION
Service Futures Forum C
SERVICE DESIGN & SOCIAL INNOVATION
15:30 pm Closing Plenary Session
16:00 pm END
Key Speakers
Dominic Campbell
Futuregov
London, UK
Dominic Campbell is a digital government specialist and social innovator with a background in government policy, communications and technology-led change. He is an experienced organisational change agent with senior management experience in implementing successful change initiatives within the local government sector, with a primary interest in emerging uses of new media, design and “social” strategies to deliver public service transformation and social innovation.
Having spent five years in Local Government in London, Dominic established FutureGov in early 2008. A team of 20, FutureGov supports government – particularly local government – in the UK, Europe and the United States to better understand new media and draw on social technology-based strategies and tools in the areas of business improvement and improved citizen engagement.
Pelle Ehn is professor at the School of Arts and Communication, Malmö University, Sweden. He has for four decades been involved in the research field of participatory design and in bridging design and information technology. Research projects include DEMOS on information technology and work place democracy, UTOPIA on user participation and skill based design, ATELIER on architecture and technology for creative environments, and Malmö Living Labs, on open design environments for social innovation.
His publications include Computers and Democracy (1987), Work-Oriented Design of Computer Artifacts (1988), Manifesto for a Digital Bauhaus (1998), and as one of the voices of A.Telier Design Things (2011). Later publications include Agonistic participatory design (CoDesign), Design Matters in Participatory Design (International handbook on Participatory Design), Design Things versus Design Thinking (Design Issues), Utopian Design (Design and Anthropology) and What is the object of design (CHI).
Pelle Ehn
Malmö University
Malmö, Sweden
Imagination is an open and exploratory design-led research lab at Lancaster University.We conduct applied and theoretical research into people, products, places and their interactions.We work with a variety of organisations to provide fresh perspectives on real-world issues and facilitate innovation.We offer Undergraduate, Postgraduate, and PhD study opportunities. All our staff are active researchers with extensive expertise in teaching.
Conference Organising Committee
ImaginationLancaster
Daniela Sangiorgi, Conference Chair
David Hands, Conference Co-Chair
Emma Murphy, Conference Co-Chair
Rachel Cooper, The Design Journal
Nicky Sarjent, administration
Roger Whitham, visualisation
Lancaster Management School
Katy Mason, interdisciplinary perspective
Martin Spring, interdisciplinary perspective
Visit & contact Imagination:
imagination.lancs.ac.uk
servdes.org