A sociotechnical framework for the design of collaborative services: diagnosis and conceptualisation
Abstract
This study was motivated by the finding that there is a lack of design knowledge in the area of systems design of collaborative services. This study introduces a framework for developing service design strategies to foster collaborative communities and support social innovation. Based on the sociotechnical systems design, the framework allows designers to conceive the strategies, which belong to the domain of technical system, with an understanding of the social system of an organisation. It aims to achieve a seamless interaction between the social and technical systems of a community, leading to increased impact of social innovations. Social network analysis was used to understand social relations, and a co-design workshop to generate design strategies to foster them. For validation, the framework was applied to a community enterprise in South Korea. The paper discusses the effectiveness of the framework and concludes with its broad implications to the design of socially sustainable services.
Keywords
sociotechnical systems, service design, sustainability, social innovation
DOI
https://doi.org/10.21606/drs.2016.203
Citation
Baek, J., Kim, S., and Pahk, Y. (2016) A sociotechnical framework for the design of collaborative services: diagnosis and conceptualisation, in Lloyd, P. and Bohemia, E. (eds.), Future Focused Thinking - DRS International Conference 2016, 27 - 30 June, Brighton, United Kingdom. https://doi.org/10.21606/drs.2016.203
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
A sociotechnical framework for the design of collaborative services: diagnosis and conceptualisation
This study was motivated by the finding that there is a lack of design knowledge in the area of systems design of collaborative services. This study introduces a framework for developing service design strategies to foster collaborative communities and support social innovation. Based on the sociotechnical systems design, the framework allows designers to conceive the strategies, which belong to the domain of technical system, with an understanding of the social system of an organisation. It aims to achieve a seamless interaction between the social and technical systems of a community, leading to increased impact of social innovations. Social network analysis was used to understand social relations, and a co-design workshop to generate design strategies to foster them. For validation, the framework was applied to a community enterprise in South Korea. The paper discusses the effectiveness of the framework and concludes with its broad implications to the design of socially sustainable services.