ServDes 2009: DeThinking Service; ReThinking Design

Bridging the gap between brand strategy and customer experience in services: the target experience tool

Simon Clatworthy, Oslo School of Architecture and Design (AHO), Oslo

9:00 AM - 7:00 PM

Clinicians as service designers? Reflections on current transformation in the UK health services

Valerie Carr, Imagination Lancaster, The Roundhouse, Lancaster University, UK
Daniela Sangiorgi, Imagination Lancaster, The Roundhouse, Lancaster University, UK
Monika Büscher, Imagination Lancaster, The Roundhouse, Lancaster University, UK
Sabine Junginger, Imagination Lancaster, The Roundhouse, Lancaster University, UK

9:00 AM - 7:00 PM

Co-Creating Solutions - Combining Service Design and Change Laboratory

Juha Kronqvist, University of Art and Design Helsinki, Finland
Korhonen Satu-Mari, Theatre Academy, Education and Development Services, Finland

9:00 AM - 7:00 PM

Communicating through Visualizations: Service Designers on Visualizing User Research

Fabian Segelström, Department of Computer and Information Science, Linköpings Universitet, Linköping, Sweden

9:00 AM - 7:00 PM

Conceptualising services - developing service concepts through AT-ONE

Christian Tollestrup, Aalborg University, Denmark

9:00 AM - 7:00 PM

Exemplars in Service Design

Johan Blomkvist, Dept. Of Computer and Info Science (IDA), Linköpings universitet, Sweden
Stefan Holmlid, Dept. of Computer and Info Science (IDA), Linköpings universitet, Sweden

9:00 AM - 7:00 PM

Exploring Overlaps and Differences in Service Dominant Logic and Design Thinking

Katarina Wetter Edman, School of Business, Economics and Law, University of Gothenburg, Sweden

9:00 AM - 7:00 PM

Exploring Service Blueprints for Multiple Actors: A Case Study of Car Parking Services

Thomas Wreiner, Department of Computer and Information Science, Linköping University, Linköping, Sweden
Ingrid Mårtensson, Department of Computer and Information Science, Linköping University, Linköping, Sweden
Olof Arnell, Department of Computer and Information Science, Linköping University, Linköping, Sweden
Natalia Gonzalez, Department of Computer and Information Science, Linköping University, Linköping, Sweden
Stefan Holmlid, Department of Computer and Information Science, Linköping University, Linköping, Sweden
Fabian Segelström, Department of Computer and Information Science, Linköping University, Linköping, Sweden

9:00 AM - 7:00 PM

Informal service offer: Peddling

Dilek Akbulut, Gazi University, Faculty of Fine Arts, Department of Industrial Design, Turkey

9:00 AM - 7:00 PM

‘Love Lewisham’, improving stakeholder satisfaction in local government service: A case study of strategic public sector service innovation

Alison Prendiville, Faculty of Design, LCC, University of the Arts London, London, UK

9:00 AM - 7:00 PM

Managing Stakeholder Involvement in Service Design: Insights from British service designers

Qin Han, School of Design, DOJ, University of Dundee, UK

9:00 AM - 7:00 PM

Participative, co-operative, emancipatory: From participatory design to service design

Stefan Holmlid, Department of Computer and Info Science (IDA), Linköpings universitet

9:00 AM - 7:00 PM

Service Design Leadership

Judith Gloppen, The Oslo School of Architecture and Design, Norway

9:00 AM - 7:00 PM

Someone Else's Shoes - Using Role-Playing Games in User-Centered Service Design

Peter Kaario, University of Art and Design Helsinki Finland, Finland
Kirsikka Vaajakallio, University of Art and Design Helsinki Finland, Finland
Vilma Lehtinen, University of Art and Design Helsinki Finland, Finland
Vesa Kantola, University of Art and Design Helsinki Finland, Finland
Kai Kuikkaniemi, University of Art and Design Helsinki Finland, Finland

9:00 AM - 7:00 PM

Visualtiles: Communication tools for (service) design

Chiara Diana, Domus Academy Srl, Milan, Italy
Elena Pacenti, Domus Academy Srl, Milan, Italy
Roberta Tassi, Domus Academy Srl, Milan, Italy

9:00 AM - 7:00 PM

Warts-and-all: the real practice of service design

Yoko Akama, School of Media and Communication, RMIT University, Melbourne, Australia

9:00 AM - 7:00 PM