ServDes 2016: Service Design Geographies

A Service Development Process Framework for Services Including People with Disabilities

Fábio Evangelista Santana, Technical University of Kaiserslautern - Institute for Technology and Work, Germany / Santa Catarina Federal Institute, Brazil / Federal University of Santa Catarina, Brazil
Luiz Lopes Lemos Júnior, Santa Catarina Federal Institute, Brazil
Ivo Rodrigues Montanha Junior, Catarinense Federal Institute, Brazil
Marcelo Gitirana Gomes Ferreira, Santa Catarina State University, Brazil
Fernando Antônio Forcellini, Federal University of Santa Catarina, Brazil

9:00 AM - 7:00 PM

A Value Based Approach to Co-Designing Symbiotic Product-Service System

Yoonyee Pahk, Ulsan National Institute of Sscience and Technology, Eonyang-eup, Ulju-gun, Ulsan, Korea
James Self, Ulsan National Institute of Sscience and Technology, Eonyang-eup, Ulju-gun, Ulsan, Korea
Joonsang Baek, Ulsan National Institute of Sscience and Technology, Eonyang-eup, Ulju-gun, Ulsan, Korea

9:00 AM - 7:00 PM

A View from the Other Side: UK Policymaker Perspectives on an Emergent Design Culture

Jocelyn Bailey, Studio 103, Vox Studios, 1 Durham Street, London

9:00 AM - 7:00 PM

Blended Spaces, Cross-Channel Ecosystems, and the Myth That Is Service

Bertil Lindenfalk, Jönköping University, Jönköping, Sweden
Andrea Resmini, Jönköping University, Jönköping, Sweden

9:00 AM - 7:00 PM

Chaos Generation Managed Through Design Thinking: a Task Model for the Design Professional

Christina Knudsen, Blixt & Dunder, Slagtehusgade 5A, 1715 København V, Denmark
Emilie Møllenbach, Blixt & Dunder, Slagtehusgade 5A, 1715 København V, Denmark

9:00 AM - 7:00 PM

Co-Creating Value: Customer Engagement Through Virtual and Physical Channels

Yi-Fang Yang, Department of Industrial and Commercial Design, National Taiwan University of Science and Technology, Taiwan
Shu-Shiuan Ho, Department of Industrial and Commercial Design, National Taiwan University of Science and Technology, Taiwan
Tung-Jung Sung, Department of Industrial and Commercial Design, National Taiwan University of Science and Technology, Taiwan

9:00 AM - 7:00 PM

Current States: Mapping Relational Geographies in Service Design

Sasha Abram, Faculty of Design, Architecture and Building, University of Technology Sydney, Ultimo, Australia
Sabina Popin, Faculty of Design, Architecture and Building, University of Technology Sydney, Ultimo, Australia
Bianca Mediati, Faculty of Design, Architecture and Building, University of Technology Sydney, Ultimo, Australia

9:00 AM - 7:00 PM

Data-Need Fit – Towards Data-Driven Business Model Innovation

Katrin Mathis, Digital Concepts with Added Value, Freiburg, Germany
Felix Köbler, Digital Concepts with Added Value, Freiburg, Germany

9:00 AM - 7:00 PM

Delightful or Efficient? How Service Recovery Affects Customer Experience

Asbjørn Følstad, SINTEF, Oslo, Norway
Knut Kvale, Telenor Research, Fornebu, Norway / University of Oslo, Department of Media and Communication, Oslo, Norway

9:00 AM - 7:00 PM

Democracy and Design in Swedish Personal Assistance

John Magnus Roos, Missionsvägen 24, 167 33 Bromma, Sweden

9:00 AM - 7:00 PM

Design Fiction As a Service Design Approach

Gert Pasman, Faculty of Industrial Design engineering, Delft University of Technology, The Netherlands

9:00 AM - 7:00 PM

Design for Liveability: Connecting Local Stakeholders As Co-Creative Partnerships

Jorik Hepworth, Faculty of Industrial Design Engineering, Delft University of Technology, Delft, the Netherlands
Ingrid Mulder, Faculty of Industrial Design Engineering, Delft University of Technology, Delft, the Netherlands
Maaike Kleinsmann, Faculty of Industrial Design Engineering, Delft University of Technology, Delft, the Netherlands

9:00 AM - 7:00 PM

Design-Driven Service Innovation: A Method to Change the Meaning of a Service

Masanao Takeyama, Keio University, Tokyo Japan
Kahoru Tsukui, Keio University, Tokyo Japan
Hiroshi Yamaguchi, Keio University, Tokyo Japan
Kanako Matsuo, Keio University, Tokyo Japan

9:00 AM - 7:00 PM

Designing the Future, Engineering Reality: Prototyping in the Emergency Department

Antonio Starnino, University of Reggio Emilia and Modena, Reggio Emilia, Italy
Clio Dosi, University of Reggio Emilia and Modena, Reggio Emilia, Italy
Matteo Vignoli, University of Reggio Emilia and Modena, Reggio Emilia, Italy

9:00 AM - 7:00 PM

Disrupting Service Design

Mark Green, Northumbria University, UK
Paul Rodgers, Northumbria University, UK
Andy Tennant, Northumbria University, UK

9:00 AM - 7:00 PM

Efficiently Inefficient: Service Design Games As Innovation Tools

Otso Hannula, Department of Industrial Engineering and Management, Aalto University School of Science, Finland
J. Tuomas Harviainen, Department of Industrial Engineering and Management, Aalto University School of Science, Finland

9:00 AM - 7:00 PM

Embedding Design in a Mental Health Network

Paola Pierri, Mind, 15-19 Broadway, Stratford, London, UK
Laura Warwick, Mind, 15-19 Broadway, Stratford, London, UK
Jake Garber, Mind, 15-19 Broadway, Stratford, London, UK

9:00 AM - 7:00 PM

Empowering Stakeholders – Simulation Games As a Participatory Method

Jan Eckert, Hochschule Luzern – Technik & Architektur, Kompetenzzentrum Typologie & Planung in Architektur (CCTP), Horw, Switzerland

9:00 AM - 7:00 PM

Experience and Expertise: Key Issues for Developing Innovation Capabilities Through Service Design

Katarina Wetter-Edman, HDK- Academy of Design and Crafts, Gothenburg, Sweden
Lisa Malmberg, Linköping University, Linköping, Sweden

9:00 AM - 7:00 PM

Exploring the Pupil-Student Transition Through Customer Journeys

Anya Ernest, Interactive Institute Swedish ICT, Gothenburg, Sweden
Katarina Wetter-Edman, Konstfack, University College of Arts, Crafts and Design, Stockholm, Sweden

9:00 AM - 7:00 PM

Facilitating Service Interactions with Design Games

Zagros Hatami, Aalto University School of Arts, Design and Architecture, Helsinki, Finland
Tuuli Mattelmäki, Aalto University School of Arts, Design and Architecture, Helsinki, Finland

9:00 AM - 7:00 PM

How Participation Is Practiced? – Extension of Participatory Design Model

Mika Yasuoka-Jensen, IT University of Copenhagen, Denmark
Takahito Kamihira, IT University of Copenhagen, Denmark

9:00 AM - 7:00 PM

Knowledge Brokers in Service Design: Lessons from organizational Studies

Sumit Pandey, Research Group for the Design of Information Systems, Department of Informatics, University of Oslo, Oslo, Norway
Swati Srivastava, Research Group for the Design of Information Systems, Department of Informatics, University of Oslo, Oslo, Norway

9:00 AM - 7:00 PM

Learning Together by Doing Together – Building Local Government Design Capacity Through Collaboration with Design Education

Adam Thorpe, University of the Arts London, Central Saint Martins, Granary Building, 1 Granary Square, London, UK
Alison Prendiville, University of the Arts London, Central Saint Martins, Granary Building, 1 Granary Square, London, UK
Kathryn Oliver, University of the Arts London, Central Saint Martins, Granary Building, 1 Granary Square, London, UK

9:00 AM - 7:00 PM

Low Threshold Service Design: Desktop Walkthrough

Johan Blomkvist, Linköping University, Sweden
Annita Fjuk, Linköping University, Sweden
Vasilisa Sayapina, Linköping University, Sweden

9:00 AM - 7:00 PM

Mapping Care: a Case Study of Dementia Service Provision in the North East of England

Daniel Carey, Northumbria University, Newcastle upon Tyne, UK
Paul Rodgers, Northumbria University, Newcastle upon Tyne, UK
Andy Tennant, Northumbria University, Newcastle upon Tyne, UK
Katie Dodd, Northumbria University, Newcastle upon Tyne, UK

9:00 AM - 7:00 PM

Mapping What Actors Know When Integrating Resources: Towards a Service Information Canvas

Stefan Holmlid, Department of Computer and Information Science, Linköping University, Sweden
Petra Björndal, ABB Corporate Research / KTH, Royal Institute of Technology, Sweden

9:00 AM - 7:00 PM

Models of Co-Creation

Jotte I.J.C. De Koning, TU Delft, Faculty of Industrial Design Engineering, The Netherlands
Marcel R.M. Crul, TU Delft, Faculty of Industrial Design Engineering, The Netherlands
Renee Wever, TU Delft, Faculty of Industrial Design Engineering, The Netherlands

9:00 AM - 7:00 PM

Moving Towards Service Dominant Logic in Manufacturing Sector: Development of a Tool for Inquiry

Daniela Sangiorgi, Politecnico di Milano, Italy
Jung-Joo Lee, Politecnico di Milano, Italy
Deniz Sayar, Politecnico di Milano, Italy
Don Allen, Politecnico di Milano, Italy
Nick Frank, Politecnico di Milano, Italy

9:00 AM - 7:00 PM

Negotiating Matters - Supporting Agonistic Pluralism in Community Planning

Maja Frögård, Konstfack, Stockholm, Sweden

9:00 AM - 7:00 PM

Overlapping Research and Design Phases Through Participatory Startegies

Lara Clare Casciola, Aalborg University Copenhagen, København, Denmark
Maria Crucera Vasco, Aalborg University Copenhagen, København, Denmark
Esben Grøndal, Aalborg University Copenhagen, København, Denmark
Andreas Jonsson, Aalborg University Copenhagen, København, Denmark
Nicola Morelli, Aalborg University Copenhagen, København, Denmark
de Götzen de Götzen, Aalborg University Copenhagen, København, Denmark

9:00 AM - 7:00 PM

People Centred Healthcare Service Delivery - by People for People

Shaon Sengupta, Sanya Khanna, Philips Design, Eindhoven, The Netherlands
Sanya Khanna, Sanya Khanna, Philips Design, Eindhoven, The Netherlands

9:00 AM - 7:00 PM

Preparing the organisation for Change by Using Service Concepts

Annita Fjuk, Telenor Research, Fornebu, Norway
Birgitte Yttri, Telenor Research, Fornebu, Norway
Knut Kvale, Telenor Research, Fornebu, Norway

9:00 AM - 7:00 PM

Research in the First Four Service Design and Innovation (ServDes) Conferences

Johan Blomkvist, Linköping University, Sweden
Tim Overkamp, Linköping University, Sweden
Stefan Holmlid, Linköping University, Sweden

9:00 AM - 7:00 PM

Revisiting PSS and Service Design in the Light of SD-Logic

Nina Costa, Design Studio lab, Faculty of Engineering, University of Porto, Porto, Portugal
Lia Patrício, Design Studio lab, Faculty of Engineering, University of Porto, Porto, Portugal
Nicola Morelli, Aalborg University Copenhagen, Copenhagen, Denmark

9:00 AM - 7:00 PM

Service Design Challenge: Transitioning from Concept to Implementation

Eunji Lee, SINTEF, Oslo, Norway

9:00 AM - 7:00 PM

Service Design for Effective Servitization and New Service Implementation

Giulia Calabretta, Delft University of Technology, Deft, The Netherlands
Christine De Lille, Delft University of Technology, Deft, The Netherlands
Caroline Beck, Delft University of Technology, Deft, The Netherlands
Jurgen Tanghe, Delft University of Technology, Deft, The Netherlands

9:00 AM - 7:00 PM

Service Design for Social Innovation: the Promotion of Active Aging in Rio De Janeiro

Carla Cipolla, Federal University of Rio de Janeiro, COPPE, Brazil
Maíra Prestes Joly, University of Porto, FEUP, Portugal
Beatriz Watanabe, Federal University of Rio de Janeiro, COPPE, Brazil
Fernanda Zanela, Federal University of Rio de Janeiro, COPPE, Brazil
Márcia Tavares, Federal University of Rio de Janeiro, COPPE, Brazil

9:00 AM - 7:00 PM

Service Design in Public Sector: Boosting organisational Change Through Design

Francesca Rizzo, University of Bologna, Department of Architecture and Territorial Development, Bologna, Italy
Alessandro Deserti, Politecnico di Milano, Design Department, Milano, Italy
Onur Cobanli, Politecnico di Milano, Design Department, Milano, Italy

9:00 AM - 7:00 PM

Service Design Tools to Explore Financial Services for Poor Microbusiness Owners

Heloisa Candello, IBM Research, Brazil
Claudio Pinhanez, IBM Research, Brazil
David Millen, IBM Research, Brazil
Silvia Bianchi, IBM Research, Brazil

9:00 AM - 7:00 PM

Service Design Ways to Value-In-Use

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

9:00 AM - 7:00 PM

Service Dominant Logic. Changing Perspective, Revising the Toolbox

Nicola Morelli, Aalborg University Copenhagen, Copenhagen, Denmark
Amalia de Götzen, Aalborg University Copenhagen, Copenhagen, Denmark

9:00 AM - 7:00 PM

Service Ecology: Design Issues for Hospital Infection Prevention and Control Training

Alastair S. Macdonald, School of Design, Glasgow School of Art, Scotland, UK
Colin Macduff, School of Design, Glasgow School of Art, Scotland, UK
David Loudon, School of Design, Glasgow School of Art, Scotland, UK
Susan Wan, School of Design, Glasgow School of Art, Scotland, UK

9:00 AM - 7:00 PM

Service Implementation: a Framework to Assess Readiness of Manufacturing SMEs

Giulia Teso, PDR Cardiff Metropolitan University, Cardiff, UK
Andrew T Walters, PDR Cardiff Metropolitan University, Cardiff, UK

9:00 AM - 7:00 PM

Service Pathway: a Case Study of Business Model Design in Healthcare

Robin I. Oosterholt, Delft University of Technology, Faculty of Industrial Design Engineering, Delft, The Netherlands
Lianne W.L. Simonse, Delft University of Technology, Faculty of Industrial Design Engineering, Delft, The Netherlands

9:00 AM - 7:00 PM

Supporting Redesign of C2C Services Through Customer Journey Mapping

Ida Maria Haugstveit, SINTEF, Oslo, Norway
Ragnhild Halvorsrud, SINTEF, Oslo, Norway
Amela Karahasanovic, SINTEF, Oslo, Norway

9:00 AM - 7:00 PM

The Role of Design As a Critical Friend to the Voluntary Community Sector

Laura Warwick, School of Design, Northumbria University, Newcastle-upon-Tyne, UK
Robert Young, School of Design, Northumbria University, Newcastle-upon-Tyne, UK

9:00 AM - 7:00 PM

The Visibility of Ethics for Open Innovation Platforms

Dimitra Chasanidou, SINTEF ICT, Oslo, Norway
Amela Karahasanovic, SINTEF ICT, Oslo, Norway

9:00 AM - 7:00 PM

Thematic Research in the Frame Creation Process

Jos van Leeuwen, The Hague University of Applied Sciences, Faculty of IT & Design, The Hague, The Netherlands
Dick Rijken, The Hague University of Applied Sciences, Faculty of IT & Design, The Hague, The Netherlands
Iefke Bloothoofd, The Hague University of Applied Sciences, Faculty of IT & Design, The Hague, The Netherlands
Eefje Cobussen, The Hague University of Applied Sciences, Faculty of IT & Design, The Hague, The Netherlands
Bram Reurings, The Hague University of Applied Sciences, Faculty of IT & Design, The Hague, The Netherlands
Rob Ruts, The Hague University of Applied Sciences, Faculty of IT & Design, The Hague, The Netherlands

9:00 AM - 7:00 PM

Towards Diffuse Forms of Public Governance: Service Design, Open Data and Disruption in the Private Rented Market

Helen Polati Trippe, Royal College of Art, London UK
Laís de Almeida, Royal College of Art, London UK
Iban Benzal, Royal College of Art, London UK

9:00 AM - 7:00 PM

Towards Sustainable Impact After University-Government Design Projects: Case of Worker Services in Singapore

Yvonne Yeo, National University of Singapore, Singapore
Jiaying Chew, National University of Singapore, Singapore
Jung-Joo Lee, National University of Singapore, Singapore

9:00 AM - 7:00 PM

Understanding the Influence of the Co-Design Process on Well-Being

Josina Vink, CTF - Service Research Center, Karlstad University & Experio Lab, County Council of Värmland, Sweden
Katarina Wetter-Edman, CTF - Service Research Center, Karlstad University & Experio Lab, County Council of Värmland, Sweden
Bo Edvardsson, CTF - Service Research Center, Karlstad University & Experio Lab, County Council of Värmland, Sweden
Bård Tronvoll, CTF - Service Research Center, Karlstad University & Experio Lab, County Council of Värmland, Sweden

9:00 AM - 7:00 PM

Views on Implementation and How they Could Be Used in Service Design

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

9:00 AM - 7:00 PM

Ways of Seeing the Design Material of Service

Johan Blomkvist, Linköping University, Sweden
Simon Clatworthy, Linköping University, Sweden
Stefan Holmlid, Linköping University, Sweden

9:00 AM - 7:00 PM