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Lecture at Umeå Design Institute 2014
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Service Design in Practice
Mrs. Satu Miettinen, Professor of Applied Art and Design [email protected]
Ms. Mira Alhonsuo, Research [email protected]
University of Lapland, Faculty of Art and Design Rovaniemi, Finland
• Service design addresses services from the perspective of users. It aims to ensure that service interfaces are useful, usable and desirable from the client’s point of view and effective, efficient and distinctive from the supplier’s point of view.
• Service designers visualise, formulate, and choreograph solutions to problems that do not necessarily exist today; they observe and interpret requirements and behavioural patterns and transform them into possible future services.
Debates in service designValue co-creation, role of design in
innovation process, innovation and design policies (Sangiorgi 2012)
Value co-creation, role of design in
innovation process, innovation and design policies (Sangiorgi 2012)
Learning, transformational
change (Kuure and Miettinen
2013)
Learning, transformational
change (Kuure and Miettinen
2013)
Societal change, changes in the service delivery, user participation, co-
design and co-production of services
(Jäppinen 2011, Juninger 2012)
Societal change, changes in the service delivery, user participation, co-
design and co-production of services
(Jäppinen 2011, Juninger 2012)
Service design and design methods, visual, artistic and theoatrical methods, ideation,
cocept design, concretizing, user particiaption, agile methods
(Miettinen and Valtonen 2012, Miettinen and Koivisto 2009,
Stickdorn, M. and Schneider, J. 2010, Rontti et al. 2012)
Service design and design methods, visual, artistic and theoatrical methods, ideation,
cocept design, concretizing, user particiaption, agile methods
(Miettinen and Valtonen 2012, Miettinen and Koivisto 2009,
Stickdorn, M. and Schneider, J. 2010, Rontti et al. 2012)
Human centred design, user centred, user driven ,
community centred design (
Winschiers-Theophilus 2010)
Human centred design, user centred, user driven ,
community centred design (
Winschiers-Theophilus 2010)
Juninger, S. (2012). Public Foundations of Service Design. Service Design with Theory. Discussion on Value, Societal Change and Methods. Lapland University Press.Jäppinen, T. (2011). Kunta ja käyttäjälähtöinen innovaatiotoiminta. Acta 230, Suomen Kuntaliitto. Helsinki. Kuure, E. & Miettinen, S. (2013). Learning through Action: Introducing the Innovative Simulation and Learning Environment Service Innovation Corner (SINCO). E-Learn 2013, 21-24 October 2013, Las Vegas, Nevada, USA.Miettinen, Satu and Valtonen, Anu (eds.) (2012). Service Design withTheory. Discussion on Value, Societal Change and Methods. Lapland University Press. Miettinen, Satu and Koivisto, Mikko (Eds.) (2009). Designing Services with Innovative Methods. Can be bought through Ellibs bookstore. Publication series University of Art and Design Helsinki B 93. Kuopio Academy of Design. Taitemia Publication Series 33. Otava. Keuruu. Rontti Simo, Miettinen Satu, Kuure Essi, Lindström Antti. (2012) A Laboratory Concept for Service Prototyping – Service InnovationCorner (SINCO).SERVDES2012. Service Design and Innovation Conference. Laurea University of Applied Sciences.Sangiorgi, D. (2012). Value co-creation in Design for Services . In. Miettinen, Satu and Valtonen, Anu (eds.): Service Design with Theory. Discussion on Value, Societal Change and Methods. Lapland University Press.Stickdorn, M. and Schneider, J. (2010).This is Service Design Thinking. Basics - Tools - Cases." Eds. BIS Publishers.2010. NLWinschiers-Theophilus, H., Chivuno-Kuria, S., Koch Kapuire, G., Bidwell, N. and Blake, E. (2010). Being participated: a community approach. Proceeding PDC '10 Proceedings of the 11th Biennial Participatory Design Conference Pages 1-10
• Service designers use methods where the user is enabled and has the power to influence a service design process.
• Co-design work is carried out on a regular basis, and new innovative methods are developed to allow inclusion, creativity and engagement.
• Service design provides tools for user engagement in public services. User-led design, engagement of users and co-design are emphasized when designing for new social innovation.
Service Design Enables
• Continuing learning process through its iterative working approach.
• Strong peer-to-peer learning process through co-design approach.
• Technology-aided learning process through simulations.
And it can be used to redesign
pedagogical processes.
Service Design and Learning
Organizational Learning
Converting Tacit Knowledge to Explicit
Knowledge
New Understanding Based on Experiences
Peer-to-peer Learning
Group Learning
Individual Learning
Collaborative Knowledge
Construction
Learning-by-doing
Knowledge Transfer in the Context of Co-
Design
Active Learning
And simulations!
Co-Creative Team Work in SINCO
Experience-based ContextCreative Building
Analytical Thinking
Simulations• Effective way to:• Cooperate and discuss• Make processes and practices visible• Learn new skills and gain contextual knowledge• Make decisions
• In service design simulations are often called prototypes.
• Prototypes can be used in discovery, creation, evaluation, and implementing phases.
SINCO Learning Environment
SINCO and Related Areas
“quick and dirty”“thinking with hands”
“serious play”(Kelley, Brown)
Experience prototyping(Buchenau & Fulton Suri 2000)
Theatrical methods(Penin & Tonkinwise)
Simulation(Makino, Pillan)
Model making
UI technologies
Service design process(ENGINE, Mager, Oosterom, Moritz…)
Agile developmentVisualizing
Co-creation
Participatory design
Rapid prototyping(Chua et al.)
SINCO prototyping laboratory
Service Prototyping(Blomkvist, Holmlid, Vaahtojärvi…)
Design thinking
Interaction design(Saffer, Moggridge…)
My Dream World 1& 2 and InariRadical service innovation with the youth
& Constructing a prototype
The workshops develop methods that help youths to promote the participation of other youths and interest groups in the development of their community services by means of art and creativity. The goal of the project is to find new ways to promote the participation of youths in reforming the service structure of their communities and to emphasize the role of youths as developers of their own communities. Together with the youths, the workshop produces a plan to adopt the developed tools and methods into the practices of the youths and their community.
MethodsMethods
Storytelling probes with a magic wandArches of past and futurePersonasMini-playStoryboardPhotographic service journeyHero’s journey
Service touchpoints for the sustainability concept
Results/outcomesResults/outcomesService concepts for the communities: sustainability concept and teenage pregnancy prevency conceptExhibition in ArktikumInstallation of the service prototype Cape Town
Research data:Transcriped material: group interviews, participant interviews, photographs
Hero’s journey:
Thank You!
Contact:[email protected] and
Or read more about cases and service prototyping from
www.sinco.fi
