ServDes 2012: Research Papers

A Laboratory Concept for Service Prototyping - Service Innovation Corner (SINCO)

Rontti Simo, University of Lapland, Faculty of Art and Design, Department of Industrial Design, Rovaniemi, Finland
Satu Miettinen, University of Lapland, Faculty of Art and Design, Department of Industrial Design, Rovaniemi, Finland
Essi Kuure, University of Lapland, Faculty of Art and Design, Department of Industrial Design, Rovaniemi, Finland
Antti Lindström, University of Lapland, Faculty of Art and Design, Department of Industrial Design, Rovaniemi, Finland

9:00 AM - 7:00 PM

A Product-Service Systems Design Method with Integration of Product Elements and Service Elements Using Affordances

Yong Se Kim, Creative Design Institute, Sungkyunkwan University, Suwon, Korea
Sang Won Lee, Creative Design Institute, Sungkyunkwan University, Suwon, Korea
Sun Ran Kim, Creative Design Institute, Sungkyunkwan University, Suwon, Korea
Heji Jeong, Creative Design Institute, Sungkyunkwan University, Suwon, Korea
Jin Hui Kim, Creative Design Institute, Sungkyunkwan University, Suwon, Korea

9:00 AM - 7:00 PM

A Service Walkthrough in Astrid Lindgrenand#8217;s Footsteps

Mattias Arvola, Department of Information and Computer Science, Linköping University, Sweden
Johan Blomkvist, Department of Information and Computer Science, Linköping University, Sweden
Stefan Holmlid, Department of Information and Computer Science, Linköping University, Sweden
Giovanni Pezone, Department of Information and Computer Science, Linköping University, Sweden

9:00 AM - 7:00 PM

Co-created tools for teaching; learning and designing services in Colombia: Facilitating interdisciplinary learning in service design innovation

Natalia Agudelo, Universidad de los Andes, Bogotá, Colombia
Angélica Flechas, Universidad de los Andes, Bogotá, Colombia
Lina Antolínez, Universidad de los Andes, Bogotá, Colombia

9:00 AM - 7:00 PM

Co-creating collaborative food service opportunities through work context maps

Fredrik Sandberg, Linnaeus University, School of Design, Kalmar, Sweden

9:00 AM - 7:00 PM

Co-designing an SMS service for London’s homeless people: Considerations for designers engaging with a vulnerable user group

Ohyoon Kwon, Faculty of Industrial Design Engineering, Delft University of Technology, The Netherlands
Annemiek van Boeijen, Faculty of Industrial Design Engineering, Delft University of Technology, The Netherlands

9:00 AM - 7:00 PM

Co-Learning Service Design within the PALI Project

Päivi Aro, Oulu University of Applied Sciences, School of Business and Information Management, Oulu, Finland
Mikko Heinonen, Oulu University of Applied Sciences, School of Business and Information Management, Oulu, Finland
Timo Parkkola, Oulu University of Applied Sciences, School of Business and Information Management, Oulu, Finland
Emma Vironmäki, Oulu University of Applied Sciences, School of Business and Information Management, Oulu, Finland
Helena Ahola, Oulu University of Applied Sciences, School of Business and Information Management, Oulu, Finland
Juha Iso-Aho, Oulu University of Applied Sciences, School of Business and Information Management, Oulu, Finland
Marja-Liisa Järvelä, Oulu University of Applied Sciences, School of Business and Information Management, Oulu, Finland
Reetta Kerola, Oulu University of Applied Sciences, School of Business and Information Management, Oulu, Finland
Kati Reijonen, Oulu University of Applied Sciences, School of Business and Information Management, Oulu, Finland
Taina Vuorela, Oulu University of Applied Sciences, School of Business and Information Management, Oulu, Finland

9:00 AM - 7:00 PM

Deep inside friendly territory: Involving remote co-researchers to understand global users

J.F.F. Pries, Frank & Frens, The Netherland Frank & Frens, The Netherlands
A.G.C. van Boeijen, Delft University of Technology, Delft, The Netherlands
R. van der Lugt, Hogeschool Utrecht - HU, The Netherlands

9:00 AM - 7:00 PM

Designing Smart Textile Services through value networks; team mental models and shared ownership

Martijn ten Bhömer, Eindhoven University of Technology, The Netherlands
Oscar Tomico, Eindhoven University of Technology, The Netherlands
Maaike Kleinsmann, Delft University of Technology, The Netherlands
Kristi Kuusk, Eindhoven University of Technology, The Netherlands
Stephan Wensveen, University of Southern Denmark, Denmark

9:00 AM - 7:00 PM

Developing ICT based services for Intellectually Disabled People

Anoja Peethambaran, Laurea University, Espoo, Finland

9:00 AM - 7:00 PM

Embedding service design: the long and the short of it: Developing an organisationand#8217;s design capacity and capability to sustainably deliver services

Stuart G. Bailey, The Glasgow School of Art, Scotland, UK

9:00 AM - 7:00 PM

Emotions in design process. How to find an emotional touchpoint with the user

Nargis Guseynova, Aalto University School of Science, International Design Business Management, Finland

9:00 AM - 7:00 PM

Games as Design Medium: Utilizing Game Boards for Design Enquiry with Cancer Patients

J. Kronkvist, Aalto university, Helsinki, Finland
M. Järvinen, Aalto university, Helsinki, Finland
T. Leinonen, Aalto university, Helsinki, Finland

9:00 AM - 7:00 PM

Giving Voice to Service Design in the Management Boardroom: Strengthening the Connection between Service Design and Management

Lia Patrício, University of Porto, School of Engineering, Portugal
Raymond P. Fisk, Texas State University, McCoy College of Business Administration, San Marcos, USA

9:00 AM - 7:00 PM

Ideation of IoT services with citizen: coupling GenIoT and AloHa! methods

Anne-Laure Negri, INRIA Sophia Antipolis- Måditerranåe (AxIS), France
Brigitte Trousse, INRIA Sophia Antipolis- Måditerranåe (AxIS), France
Bernard Senach, INRIA Sophia Antipolis- Måditerranåe (AxIS), France

9:00 AM - 7:00 PM

Open Experience Journey Design: Developing an approach to the collaborative user-driven ideation for innovative services

Masanao Takeyama, Keio University, Minato-ku, Tokyo, Japan
Kahoru Tsukui, Keio University, Minato-ku, Tokyo, Japan
Hiroshi Yamaguchi, Dai Nippon Printing Co., Ltd., Media Technology Research Center, Tokyo, Japan
Goro Motai

9:00 AM - 7:00 PM

Right Service and Service Right: How collaborating heterogeneous networks at the front end of service development benefit the process to get the service right

Lilian Henze, Delft University of Technology, Delft, The Netherlands
Ingrid Mulder, Delft University of Technology, Delft, The Netherlands
Pieter Jan Stappers, Delft University of Technology, Delft, The Netherlands
Behzad Rezæi, Delft University of Technology, Delft, The Netherlands

9:00 AM - 7:00 PM

Searching for Definitions for Service Design - What do we mean with Service Design?

Janne-Valtteri Nisula, Laurea University, Espoo, Finland

9:00 AM - 7:00 PM

Service co-design using online ideation and face-to-face testing: Case City Adventure

Pirjo Näkki, P.O. Box 1000, 02044 VTT, Finland

9:00 AM - 7:00 PM

Service walkthroughs to support service development

Johan Blomkvist, Department of Information and Computer Science, Linköping University, Sweden
Johan åberg, Department of Information and Computer Science, Linköping University, Sweden
Stefan Holmlid, Department of Information and Computer Science, Linköping University, Sweden

9:00 AM - 7:00 PM

The concept of on-going interactions in co-design: Insights from three different disciplines

Jakob Trischler, Southern Cross University, Australia
Elisabeth Sinnewe, Southern Cross University, Australia

9:00 AM - 7:00 PM

The Ethical Ecology of Service Design - An Explorative Study on Ethics in User Research for Service Design

Bertil Carlsson, Department of Computer and Information Science, Linköping University, Sweden

9:00 AM - 7:00 PM

The first case experience of designing for service

Stefan Holmlid, Department of Information and Computer Science, Linköping University, Sweden

9:00 AM - 7:00 PM

The rebirth of the SERVQUAL gaps model in service design

Jürgen Tanghe, Kite Consultants, Antwerpen, Belgium

9:00 AM - 7:00 PM

Think Services: Supporting manufacturing companies in their move toward services

Daniela Sangiorgi, ImaginationLancaster, Lancaster University, UK
Helen Fogg, Lancaster University Management School, Lancaster University, UK
Steven Johnson, The Hub, UK
Gavin Maguire, Engine Service Design, UK
Andrenna Caron, Lancaster University, UK
Lakshmi Vijayakumar, Lancaster University, UK

9:00 AM - 7:00 PM

Understanding delegated actions: Toward an activity-theoretical perspective on customer-centered service design

Victor Kaptelinin, Dept. of Information Science and Media Studies, University of Bergen, Norway/Dept. of Informatics, Umeå University, Umeå, Sweden
Lorna Uden, Faculty of Comp. Engin. & Tech., Staffordshire University, The Octagon, Beaconside, Stafford, UK

9:00 AM - 7:00 PM

User Experience Analysis in Service Co-Creation: A Living Lab Approach

Francesco Molinari, Polymedia SpA, Italy

9:00 AM - 7:00 PM

Using employee insights in fine-tuning the customer experience

Heidi Rasila, Aalto University, School of Engineering, Espoo, Finland

9:00 AM - 7:00 PM

Value co-creation in early stage new product-service system development

Man Hang Yip, Institute for Manufacturing, Engineering Department, University of Cambridge, Cambridge, UK
Robert Phaal
David R. Probert

9:00 AM - 7:00 PM