Abstract
This working paper reflects on an inquiry into a current service design practice, by sharing insights into the changing role of service designers and by outlining implications for service design education. It is based on ethnographic research with a public-sector service design agency. Observations suggest that service designers become increasingly concerned with and integrated into the organizational context that they try to change. This paper then firstly gives a real-world example of the deep integration of service designers in a client organization, a council, it continues by describing the interactions and relationships that service designers have with this organization and then identifies potential for research and education by discussing these findings in relation to service design education using the example of product and service design courses at the Glasgow School of Art and discourses from literature.
Keywords
service design, service design education
DOI
https://doi.org/10.21606/servdes2018.26
Citation
Herfurth, L.(2018) From user-centred to stakeholder oriented service design: Implications for the role of service designers and their education based on an example from the public sector, in Anna Meroni, Ana María Ospina Medina, Beatrice Villari (eds.), ServDes 2018: Service Design Proof of Concept, 18–20 June, Milan, Italy. https://doi.org/10.21606/servdes2018.26
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
Conference Track
Research Papers
From user-centred to stakeholder oriented service design: Implications for the role of service designers and their education based on an example from the public sector
This working paper reflects on an inquiry into a current service design practice, by sharing insights into the changing role of service designers and by outlining implications for service design education. It is based on ethnographic research with a public-sector service design agency. Observations suggest that service designers become increasingly concerned with and integrated into the organizational context that they try to change. This paper then firstly gives a real-world example of the deep integration of service designers in a client organization, a council, it continues by describing the interactions and relationships that service designers have with this organization and then identifies potential for research and education by discussing these findings in relation to service design education using the example of product and service design courses at the Glasgow School of Art and discourses from literature.