ServDes 2020: Tensions, Paradoxes and Plurality

Actionable attributes of service design for business

Joanna Rutkowska, Tallinn University, Estonia
Froukje Sleeswijk Visser, Delft University of Technology, The Netherlands
David Lamas, Tallinn University, Estonia

9:00 AM - 7:00 PM

Addressing echo chambers in Service Design with embodied methods

Josina Vink, Institute of Design, Oslo School of Architecture & Design (AHO), Norway
Kaisa Koskela-Huotari, Institute of Design, Oslo School of Architecture & Design (AHO), Norway
Martina Caic, Institute of Design, Oslo School of Architecture & Design (AHO), Norway

9:00 AM - 7:00 PM

Addressing tensions and paradoxes of my data. A Service Design perspective

Alessandro Carelli, Tangity — part of NTT DATA Design Network

9:00 AM - 7:00 PM

Adopting a service design approach in financial organisations

Virpi Kaartti, University of Johannesburg, South Africa. Laurea University of Applied Sciences, Finland.

9:00 AM - 7:00 PM

An application framework of service design for servitization

Peng Lu, School of Design, Politecnico di Milano, Italy

9:00 AM - 7:00 PM

Artificial intelligence in sustainable food systems design

Stephanie Camarena

9:00 AM - 7:00 PM

Being community and culturally-led: Tensions and pluralities in evaluating social innovation

Joyce Yee, Northumbria University, UK
Yoko Akama, RMIT University, Australia
Khemmiga Teerapong, Bangkok University, Thailand

9:00 AM - 7:00 PM

Bespoke tools for co-designing diverse & inclusive feminist futures

Allison Edwards, Monash University
Hannah Korsmeyer, Monash University

9:00 AM - 7:00 PM

Can design thinking techniques drive citizen engagement in public sector consultation?

Paul Blake, Splendid Studio, Australia
Lisa Marie Dema, Splendid Studio, Australia

9:00 AM - 7:00 PM

Categorising people: tensions in critical approaches to design

Kate McEntee, Monash University, Australia

9:00 AM - 7:00 PM

Challenges facing service design practitioners: a pilot study

Johan Blomkvist, Department of Computer and Information Science, Linköping University, Sweden
Tim Overkamp, Department of Computer and Information Science, Linköping University, Sweden
Vanessa Rodrigues, Department of Computer and Information Science, Linköping University, Sweden

9:00 AM - 7:00 PM

Chief Design Officers in public organisations: What design leadership do we need in Singapore’s public organisations?

Debbie Ng Li Teng

9:00 AM - 7:00 PM

Combining machine learning and Service Design to improve customer experience

Niko Reunanen, Hellon, Finland
Zeynep Falay von Flittner, Hellon, Finland
Virpi Roto, Aalto University School of Arts, Design and Architecture, Helsinki, Finland
Kirsikka Vaajakallio, Hellon, Finland

9:00 AM - 7:00 PM

Conceptual design framework for digital technology assisted service system

Kentaro Watanabe, National Institute of Advanced Industrial Science and Technology, Japan
Yusuke Kishita, The University of Tokyo, Japan
Kaito Tsunetomo, The University of Tokyo, Japan

9:00 AM - 7:00 PM

Current and future trajectories for Service Design education: Views from educators in academia

Begüm Becermen, Aalborg University Copenhagen, Denmark
Luca Simeone, Aalborg University Copenhagen, Denmark

9:00 AM - 7:00 PM

Design performativity in cultural service for creating social impact

Shu Hongming, Politecnico di Milano, Italy
Eleonora Lupo, Politecnico di Milano, Italy

9:00 AM - 7:00 PM

Designing an organisation’s design culture: How appropriation of service design tools and methods cultivates sustainable design capabilities in SMEs

Cathrine Seidelin, IT University of Copenhagen, Denmark
Stine Moeslund Sivertsen, Industriens Uddannelser, Denmark
Yvonne Dittrich, IT University of Copenhagen, Denmark

9:00 AM - 7:00 PM

Designing blockchain based services

Clive Grinyer, Royal College of Art, London, UK

9:00 AM - 7:00 PM

Designing by ear

Courtney McKee, Vision Australia
Polly Goodwin, Vision Australia
Vildana Praljak, Vision Australia
Andrew Ng, Vision Australia

9:00 AM - 7:00 PM

Designing for behavioural and institutional changes

Masanao Takeyama, Keio University
Kahoru Tsukui, Keio University
Hiroshi Yamaguchi, Dai Nippon Printing Co., Ltd.
Akihiro Sasaki, Dai Nippon Printing Co., Ltd.
Satoshi Miyashita, Dai Nippon Printing Co., Ltd.

9:00 AM - 7:00 PM

Designing for informal services: a participatory approach to prevent sexual violence within a university

Bridget Malcolm, UTS Design Innovation Research Centre, Australia

9:00 AM - 7:00 PM

Designing in response to Indigenous sovereignties

Peter West, Communication Design, School of Design, RMIT University, Melbourne

9:00 AM - 7:00 PM

Designing to facilitate and enrich human relationships for complex societal challenges

Mieke van der Bijl-Brouwer, TU Delft Faculty of Industrial Design Engineering

9:00 AM - 7:00 PM

Dignity as a principle of service design: a study of four perspectives on dignity and their applications to pedagogy

Miso Kim, Boston, Massachusetts, United States

9:00 AM - 7:00 PM

‘Discovering the reason that underlies unreason’: Developing designers’ intuition to guide decision-making in the design process

Leander Kreltszheim

9:00 AM - 7:00 PM

Do they (know they) need a service designer? An investigation of service design capabilities through the lens of the market1

Drude Emilie Holm Ehn, Aalborg University, Denmark
Amalia de Götzen
Luca Simeone
Nicola Morelli

9:00 AM - 7:00 PM

Embedding transparency on digital services: A case study of the food sector

Marcella Lomba, Design & Sustainability Resesarch Center, Federal University of Paraná, Brazil
Aguinaldo dos Santos, Design & Sustainability Resesarch Center, Federal University of Paraná, Brazil

9:00 AM - 7:00 PM

Emergency Department futures: a design investigation into ED waiting rooms

Troy McGee, Design Health Collab, Monash University
Daphne Flynn, Design Health Collab, Monash University
Selby Coxon, Design Health Collab, Monash University
Rowan Page, Design Health Collab, Monash University

9:00 AM - 7:00 PM

Experimenting with design tools for just public services

Paula Hardie, Griffith University, Australia

9:00 AM - 7:00 PM

Flip, split or extend – helping ‘mum and dad developers’ navigate housing design processes

Nicholas Temov, University of Western Australia, Australian Urban Design Research Centre

9:00 AM - 7:00 PM

From product centricity to services: Design workshops and maps as tools in strategy articulation

Olivia Harre, IT University of Copenhagen
Lene Nielsen, IT University of Copenhagen

9:00 AM - 7:00 PM

Hear hear! Why sound in service design should matter

Ana Kustrak Korper, Linköping University, Sweden
Vanessa Rodrigues, Linköping University, Sweden
Johan Blomkvist, Linköping University, Sweden
Stefan Holmlid, Linköping University, Sweden

9:00 AM - 7:00 PM

Holding it open: Building capacity for self-determined collaborative Service Design

Shana Agid, Parsons School of Design
Gabrielle Bendiner-Viani, Parsons School of Design
Ayesha Hoda, Parsons School of Design
John Kefalas, Parsons School of Design
Kerry MacNeil, Parsons School of Design
Randy Martinez, Parsons School of Design
Dilena Santos, Parsons School of Design

9:00 AM - 7:00 PM

How to be Considerate: Adapting service design for use beyond the design studio

Chloe Sterland, RMIT University, Faculty of Industrial Design
Juliette Anich, RMIT University, Faculty of Industrial Design

9:00 AM - 7:00 PM

Human Centred Design and ancient Hindu philosophy in the context of embracing diversity and building coherent working environments

Priyanka Rajwade, Mumbai , India

9:00 AM - 7:00 PM

Human Centred Service Design in the context of sport participation

Iva Halacheva

9:00 AM - 7:00 PM

Identifying best practice in remote co-design

Sarah Kaur, Portable, Melbourne, Australia
Misha Kaur, Australian Taxation Office, Australia
Emma Blomkamp, Co-design Coach and Systems Change Guide

9:00 AM - 7:00 PM

Integration of service principles into the creative process of PSS: Application in an organizational case

Emanuela Lima Silveira, Federal University of Paraná, Brazil
Aguinaldo dos Santos, Federal University of Paraná, Brazil

9:00 AM - 7:00 PM

Moving towards plurality: Unpacking the role of service design in relation to culture

Zhipeng Duan, Oslo School of Architecture and Design, Norway
Josina Vink, Oslo School of Architecture and Design, Norway
Simon Clatworthy, Oslo School of Architecture and Design, Norway

9:00 AM - 7:00 PM

‘Not Invented Here’: Organizational Misalignment as a Barrier to Innovation Implementation in Service Organizations

Joannes Barend Klitsie, Delft University of Technology, Industrial Design Engineering, the Netherlands
Rebecca Anne Price, Delft University of Technology, Industrial Design Engineering, the Netherlands
Sicco Santema, Delft University of Technology, Industrial Design Engineering, the Netherlands

9:00 AM - 7:00 PM

Operating under pressure: Alleviating hospital tensions through Service Design

Elle Miller, Columbus College of Art & Design
Christopher Rabineau, Columbus College of Art & Design
Kendra Rabineau, Columbus College of Art & Design

9:00 AM - 7:00 PM

Overarching servitization processes in industrial manufacturing – a scoping review

Bart Bluemink, Delft University of Technology, Faculty Industrial Design Engineering, Netherlands
Lianne Simonse, Delft University of Technology, Faculty Industrial Design Engineering, Netherlands
Sicco Santema, Delft University of Technology, Faculty Industrial Design Engineering, Netherlands
Odeke Lenior, Delft University of Technology, Faculty Industrial Design Engineering, Netherlands

9:00 AM - 7:00 PM

Patterns of disruption: Diagnosing response mechanisms in actor networks

Vanessa Rodrigues, Department of Computer & Information Science, Linköping University, Sweden
Stefan Holmlid, Department of Computer & Information Science, Linköping University, Sweden
Johan Blomkvist, Department of Computer & Information Science, Linköping University, Sweden

9:00 AM - 7:00 PM

Power in coffee: Disrupting practice for community-led change

Aiya Idris, A.M.I Consulting and Flemington Works
Hania Yassin, A.M.I Consulting and Flemington Works

9:00 AM - 7:00 PM

Practice notes on designing for change

Lisa Overton, RMIT University, Australia

9:00 AM - 7:00 PM

Process design: Designing impactful workshop experiences that engage and inspire

Kristina Aagaard, MAKE Studios, Australia

9:00 AM - 7:00 PM

Proliferating Service Design in a large multi-cultural IT organization – an inside-out approach

Ravi Mahamuni, Tata Research Development and Design Center, Tata Consultancy Services, Pune, India
Bhaskarjyoti Das, Tata Research Development and Design Center, Tata Consultancy Services, Pune, India
Sylvan Lobo, Tata Consultancy Services, Yantra Park, Thane, India

9:00 AM - 7:00 PM

Psychological safety in design: The role of leadership in creating optimal climates for innovation

Leander Kreltszheim
Jennifer Lennon

9:00 AM - 7:00 PM

Quo vadis? Exploring the future of service design

Martina Caic, Department of Design, School of Arts, Design and Architecture, Aalto University, Finland
Ana Kuštrak Korper, Department of Computer and Information Science, Linköping University, Sweden
Vanessa Rodrigues, Department of Computer and Information Science, Linköping University, Sweden
Josina Vink, Department of Design, Oslo School of Architecture and Design, Norway
Stefan Holmlid, Department of Computer and Information Science, Linköping University, Sweden

9:00 AM - 7:00 PM

Real-Time Co-Analysis: Probing Lived Experiences and Analysing Material Data

Kelly Anderson, WonderLab, Monash University Department of Art, Design and Architecture, Australia
Yi Zhang, WonderLab, Monash University Department of Art, Design and Architecture, Australia

9:00 AM - 7:00 PM

Relational identities: how service co- design can help improve the minority experience and becoming ourselves

Nevena Balezdrova, Brunel University London, Department of Design, London, UK
Youngok Choi, Brunel University London, Department of Design, London, UK
Busayawan Lam, Brunel University London, Department of Design, London, UK

9:00 AM - 7:00 PM

Rethinking service design in addressing antimicrobial resistance in India

Delina Evans, London College of Communications, University of the Arts London , UK
Alison Prendiville, London College of Communications, University of the Arts London , UK

9:00 AM - 7:00 PM

Robots in Service Design: Considering uncertainty in social interaction with robots

Johan Blomkvist, Department of Computer and Information Science, Linköping University, Sweden
Sam Thellman, Department of Computer and Information Science, Linköping University, Sweden
Tim Overkamp, Department of Computer and Information Science, Linköping University, Sweden
Stefan Holmlid, Department of Computer and Information Science, Linköping University, Sweden
Tom Ziemke, Department of Computer and Information Science, Linköping University, Sweden

9:00 AM - 7:00 PM

Sensory Design: Making sense of tensions, plurality and paradox in a culturally contested heritage site

Kate Storey

9:00 AM - 7:00 PM

Service delivery of architectural design services: An experience-centric analysis

Linus Tan, Swinburne University of Technology, School of Design

9:00 AM - 7:00 PM

Service Design Drinks Milan: a case of local community building around service design

Martina Rossi, Department of Design, Politecnico di Milano, Italy
Chiara Leonardi, OpenKnowledge, Italy
Luca Molinari, Talent Garden, Italy
Marihum Pernía Parra, OpenKnowledge, Italy

9:00 AM - 7:00 PM

Service Design for mediating technology and experience in Augmented Reality: A case study of a holistic AR travel service

Heng Zhang, Boston, Massachusetts, US
Miso Kim, Boston, Massachusetts, US
Chenrui Ye, Boston, Massachusetts, US
Stephen Costa, Boston, Massachusetts, US

9:00 AM - 7:00 PM

Service Design in the Philippines: Tensions in Human-Centred Design and humane design

Beatrice V. Luna

9:00 AM - 7:00 PM

Service Design meets Chinese Culture

Giulia Capriotti

9:00 AM - 7:00 PM

Service Design meets strategic action: exploring new tools for activating change

Laura Santamaria, Loughborough University London, UK
Ksenija Kuzmina, Loughborough University London, UK

9:00 AM - 7:00 PM

Service designing in psychiatric care

Melisa Duque, Monash Art, Design and Architecture, Monash University, Melbourne, Australia
Laurene Vaughan, Monash Art, Design and Architecture, Monash University, Melbourne, Australia
Sarah Pink, Monash Art, Design and Architecture, Monash University, Melbourne, Australia
Shanti Sumartojo, Monash Art, Design and Architecture, Monash University, Melbourne, Australia

9:00 AM - 7:00 PM

Service tools linking values with technology in a sustainable home refurbishment

Stella Boess, Delft University of Technology, The Netherlands

9:00 AM - 7:00 PM

Service transparency for sustainability in the food sector

Marcella Lomba, Design & Sustainability Resesarch Center, Federal University of Paraná, Brazil
Aguinaldo dos Santos, Design & Sustainability Resesarch Center, Federal University of Paraná, Brazil

9:00 AM - 7:00 PM

Sounds good! Auditory representations in service design

Ana Kuštrak Korper, Department of Computer and Information Science, Linköping University, Sweden
Vanessa Rodrigues, Department of Computer and Information Science, Linköping University, Sweden
Johan Blomkvist, 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

Strengthen emotional skills for service designers as facilitators

Mariluz Soto Hormazábal, University of Lapland, Finland
Melanie Sarantou, University of Lapland, Finland
Satu Miettinen, University of Lapland, Finland

9:00 AM - 7:00 PM

Telling stories: Moving beyond empathy tools to reciprocity

Giti Datt, UTS Design Innovation Research Centre
Lucy Klippan, UTS Design Innovation Research Centre
Helen Eason, Nellys Healing Centre
Juanita Sherwood, Nellys Healing Centre

9:00 AM - 7:00 PM

Teu le Va (nurture the space) in-between intersectionality

Marion Muliaumaseali’i, Indigenography and Design Carlton, Melbourne, Australia

9:00 AM - 7:00 PM

The Emergency Department waiting room: towards a speculative service design framework

Troy McGee, Monash University, Design Health Collab
Selby Coxon, Monash University, Design Health Collab
Rowan Page, Monash University, Design Health Collab
Daphne Flynn, Monash University, Design Health Collab

9:00 AM - 7:00 PM

The hidden ‘co-designers’ of service: exploring policy instruments in e- messaging

Adeline Hvidsten, Kristiania University College, Oslo, Norway

9:00 AM - 7:00 PM

The non-participatory patient

Juan Sanin, RMIT University, Australia

9:00 AM - 7:00 PM

The paradox of delivering professional design services: The plurality of value

Linus Tan, Swinburne University of Technology, School of Design

9:00 AM - 7:00 PM

The Playdate: Exploring how to host a learning exchange

Lisa Grocott, Monash University
Ilya Fridman, Monash University

9:00 AM - 7:00 PM

The workers tarot. A tool for designer- worker solidarity

Lara de Sousa Penin, Parsons DESIS Lab, Parsons School of Design, The New School
Antonia Yunge Soruco, Parsons DESIS Lab, Parsons School of Design, The New School

9:00 AM - 7:00 PM

Three perspectives on inclusive Service Design: user-centred, adaptive systems, and service logics

Yang Huan, Fine Arts School of Hangzhou Normal University, China
Mattias Arvola, Linköping University, Sweden
Stefan Holmlid, Linköping University, Sweden

9:00 AM - 7:00 PM

Towards a unified framework of service transformation elements

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

9:00 AM - 7:00 PM

Unblock the tension while implementing Service Design

Arthur Yeh, Independent Service Design Facilitator
Yvonne Yam, Meaning At Work Limited

9:00 AM - 7:00 PM

Uncomfortable immersion

Chloe Coelho

9:00 AM - 7:00 PM

Understanding uptake to support mobile service design - towards a practical model to assess the uptake of a mobile application supporting clients with drug and alcohol addiction

John Murphy, Neighbourhood Justice Centre, Australia
Frederica Densley, Neighbourhood Justice Centre, Australia
Stuart Ross, Neighbourhood Justice Centre, Australia

9:00 AM - 7:00 PM

Undo-Replay: re-scripting unsustainable toy consumption through value transference

Kathy Qian, Industrial Design, RMIT University, Australia
Liam Fennessy, Industrial Design, RMIT University, Australia

9:00 AM - 7:00 PM

Unpacking the nature of social structures as the materials of service design

Josina Vink, Design Institute, Oslo School of Architecture & Design (AHO)
Kaisa Koskela-Huotari, Design Institute, Oslo School of Architecture & Design (AHO)

9:00 AM - 7:00 PM

What the Popol Vuh can teach design

Ricardo Sosa, Monash Art, Design & Architecture

9:00 AM - 7:00 PM

Work Right: Building a way to work together through Service Design

Nick Jumara, Right Angle Studio

9:00 AM - 7:00 PM