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ServDes2018. Service Design Proof of Concept, Proceedings of the ServDes.2018 Conference, 18-20 June, Milano, Italy

Learning and practicing

Alessandro Deserti, Anna Meroni, Bas Raijmakers
Learning and practicing in service design
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Begüm Becermen, Esben Grøndal, Amalia de Go¨tzen
The briefing process: Examining the client-consultant relationship through a case
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Carla Cipolla
Desis Network: Strategies to advancing systemic social innovation through service design
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Stefan Holmlid, Lisa Malmberg
Learning to design in public sector organisations: A critique towards effectiveness of design integration
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Filipe Lima, Daniela Sangiorgi
Fostering a sustained design capability in non-design-intensive organizations: a knowledge transfer perspective
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Ravi Mahamuni, Pramod Khambete, Ravi Mokashi-Punekar
Service design for behavioural change - current state of the discipline and practice in India
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Thomas Østergaard
The designer as agent of community
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Lorenz Herfurth
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
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Tamami Komatsu Cipriani, Martina Rossi
Working with complexity: A contemporary skill framework for service designers
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Alison Prendiville
The satellite applications catapult: Design’s contribution to science and technology innovation services
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Laura Santamaria, Carolina Escobar-Tello, Tracy Ross
Navigating the sociocultural landscape in service design
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Jim Budd, Paul Della Maggiora, Florian Vollmer
Exploring the future of consumer retail
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Nina Costa, Lia Patrício, Nicola Morelli
A designerly-way of conducting qualitative research in design studies
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Amalia de Götzen, Luca Simeone, Nicola Morelli, Péter Kun
Making sense of data in a service design education
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Anne Dhir
Put on your oxygen mask before helping others: Mental well-being in service design
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Mark Roxburgh, Jemimah Irvin
The future of visual communication design is almost invisible or why skills in visual aesthetics are important to service design
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Aguinaldo dos Santos, Aline Müller Garcia, Milena Carneiro Alves, Emanuela Lima Silveira
Bodystorming: lessons learnt from its use on a service design undergraduate discipline
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Linda Covino, Alessandro Piana Bianco
Service design in companies
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Alessandro Deserti, Francesca Rizzo
A service design experiment in the Municipality of Turin to overcome organisational silos
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Lorenzo Fabbri, Matteo De Santi
The Designers Italia project - building the community of public services designers
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Sharing and collaborating

Marta Corubolo, Daniela Selloni, Anna Seravalli
Sharing and collaborating in service design
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Silvia Cacciamatta, Francesca Foglieni, Beatrice Villari
Service co-design for the shared mobility sector: A free-floating bike sharing model
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Valerie Carr
Adapting the design process for different learning styles and abilities
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Yoori Koo, Hyeonseo Ahn
Analysis on the utilization of co-design practices for developing consumer-oriented public service and policy focusing on the comparison with western countries and South Korea
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Maximilian Perez Mengual, Julia M. Jonas, Stephani Schmitt-Rüth, Frank Danzinger
Tools for collaborating and interacting in living labs - an exploratory case study on JOSEPHS®
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Lara Salinas, Adam Thorpe, Alison Prendiville, Sarah Rhodes
Civic engagement as participation in designing for services
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S. Schmitt-Rüth, M. Simon, A. Demuth, A. Kornacher, M. Isakovic, M. Krupp, M. Stoll
Co-creation with vulnerable consumers – an action research case study of designing a pictorial language for logistics
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Giulia Bencini, Kuno Prey, Alvise Mattozzi
The act of giving – Sur. A service for sharing and co-producing gifts
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Mariana Ferreira de Freitas, Carla Cipolla
Building trust in relational services: The analysis of a sharing service between neighbours
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Tim Overkamp, Martina Caic, Stefan Holmlid, Dominik Mahr, Gaby Odekerken-Schröder
Understanding generalisability from network-conscious service design projects
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Hyunyim Park
Maps as participatory platform: Towards to open data and transport service
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Valentina Auricchio, Martina Rossi, Giovanna Dezza, Pierpaolo Peretti Griva
Service design and human resource consulting: An integrated vision
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Marta Carrera, Daniela Sangiorgi, Francesca Foglieni, Fabio Lucchi
Developing recovery oriented services and co-production in mental healthcare: Building-up on existing promising organisational practices
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Otso Hannula, J. Tuomas Harviainen
User perceptions of design games as settings for organizational learning: Case Topaasia
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Ravi Mahamuni, Shivani Sharma, Sylvan Lobo, Ulemba Hirom, Pramod Khambete
Quasi-participatory service design in organizational context: A case study
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Karianne Rygh
Designing tangible tools to support collaboration in the co-design of healthcare services
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Josina Vink, Anna-Sophie Oertzen
Integrating empathy and lived experience through co-creation in service design
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Francesco Berni
Collaborative services in the Italian city of Reggio Emilia. The case study of “Il quartiere bene comune - The neighbourhood as commons”
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Measuring and evaluating

Francesca Foglieni, Beatrice Villari, Froukje Sleeswijk Visser
About evaluation in service design: As it is and how it could evolve
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Tua A. Björklund, Pia Hannukainen, Tuomas Manninen
Measuring the impact of design, service design and design thinking in organizations on different maturity levels
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Asbjørn Følstad, Knut Kvale
Using the net promoter score to support service design: Digging for gold in customer free-text reports
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Koki Kusano, Atsunobu Kimura, Masayuki Ihara
ServDeWS: The service design workshop on utilizing multi-viewpoint and diversity of participants based-on human centered approach for R&D specialists
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Yvonne Yeo, Jung-Joo Lee
Mapping design capability of public service organisations: A tool for collaborative reflection
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Silvia Cacciamatta, Virginia Allevi
A service evaluation in the shared mobility sector: Bitride bike sharing project
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Fabio Poli, Alessandro Zorzi
A service to measure overall adequacy across a banking environment
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Governing and evidencing

Marzia Mortati, Jesper Christiansen, Stefano Maffei
Design craft in Government
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Adedapo Adebajo
The role of service design consultancy in public sector: Inferences from KIBS and service innovation perspectives
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Fanny Giordano, Nicola Morelli, Amalia De Götzen, Judith Hunziker
The stakeholder map: A conversation tool for designing people-led public services
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Inbo Kang, Alison Prendiville
Different journeys towards embedding design in local government in England
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Matilda Legeby, Pia McAleenan, Hanna Andersson, Stefan Holmlid
Guiding the welfare state towards a co- creative and explorative mindset: When a crisis is an opportunity
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Gillian Mulvale, Sandra Moll, Ashleigh Miatello, Glenn Robert, Michael Larkin, Victoria Palmer, Alicia Powell, Chelsea Gabel
Co-designing public services with vulnerable and disadvantaged populations: Insights from an international collaboration
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Cristobal Tello, Carola Zurob, Sol Pacheco, Sebastián Negrete
Service design and the co-production of public policies: The case of RedActiva
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Michele d’Alena, Simona Beolchi, Stefania Paolazzi
Civic Imagination Office as a platform to design a collaborative city
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Denise Di Dio
Includi.MI: Local government and social entrepreneurship for an inclusive city
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Producing, distribuiting and organising

Massimo Bianchini, Venanzio Arquilla, Peter Gall Krogh
Service Design in open production, distribution and organisation as a discipline facilitating democratic critique?
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Frida Almqvist
Service design in the later project phases: Exploring the service design handover and introducing a service design roadmap
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Francesco Mazzarella, Val Mitchell, Andrew May, Carolina Escobar-Tello
Weaving the threads: Service innovation with textile artisan communities
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Satoru Tokuhisa
The Coconut Innovation framework : An innovation framework focusing on resources
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Annibale D’Elia
Municipality as a platform: the case of Manifattura Milano
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Experiencing and shaping

Davide Fassi, Laura Galluzzo, Oliver Marlow
“Experiencing and shaping”: The relations between spatial and service design
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Barbara Camocini, Luisa Collina, Laura Daglio, Martina Mazzarello, Paola Trapani
Service design methods and tools as support to the participatory definition of the meta-design brief of a contemporary integrated campus
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Fabiola Bertolotti, Marco Di Norcia, Matteo Vignoli
Service design principles for organizational well-being: Improving the employee experience through design thinking
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Luisa Collina, Peter Di Sabatino, Laura Galluzzo, Claudia Mastrantoni
Designing spaces and services. An experimental project for student dormitories: Collective experiences, connected lives and linked places
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Giuliano Simonelli, Francesco Scullica, Elena Elgani, Vanessa Monna
Can coworking spaces be built bottom-up?
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Pham Tu Ngoc, Davide Fassi
Design thinking for interior and spatial design: A case study within Politecnico di Milano
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Ricardo Saint-Clair
Engagement strategies within co-making environments bridging spatial and organisational design
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Shana Agid, Yoko Akama
Dance of designing: Rethinking position, relation and movement in service design
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Johan Blomkvist, Fredrik Wahlman
Facilitating in service design using desktop walkthroughs
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Spyros Bofylatos
Traces as service evidence
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Costas Boletsis
VR service walkthrough: A virtual reality-based method for service prototyping
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Davide Fassi, Laura Galluzzo, Annalinda De Rosa
Service+Spatial design: Introducing the fundamentals of a transdisciplinary approach
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Nansi Van Van Geetsom
Space and service design into educational practice
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Lucia Oggioni
Refugees Welcome Italia ONLUS, shaping the new hospitality system
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Giordana Ferri
Starting up communities in housing spaces
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Community and relationship building

Lisbeth Frølunde, Margherita Pillan, Francesca Piredda
New paradigms related to community building and identity in service design: Exploring global and local design initiatives
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Matteo Colombo, Elena Enrica Giunta, Paola Papetti
We are brand: Brand co-creation as an engine for new forms of welfare services
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Fabrizio Maria Pierandrei, Silvia Remotti, Tang Tang, Shilumbe Chivuno Kuria, Stefano Anfossi
Service design tools to engage marginalised youth in San Communities of Southern Africa
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Alla Pigalskaya
Research by design and collaboration in the perspective of post-soviet ‘nuclear’ town Visaginas –RDCPP-SNTV
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Priscilla Ramalho Lepre
Service design for community based tourism - The Brazilian case study
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Geertje Slingerland, Ingrid Mulder, Tomasz Jaskiewicz
Empowering community volunteers through matchmaking services
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Miso Kim
Service as a system of participation: A case study of a participatory economy
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Jan Koenders, Dirk Snelders, Maaike Kleinsmann, Jürgen Tanghe
A CRX framework and tools to design for relationships in service settings
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Massimo Menichinelli
Service design and activity theory for the meta-design of collaborative design processes
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Laura Warwick, Paola Pierri, Claire Bradnam, Emma Field
Funding service design: Growing service design practice through a grants programme
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Envisioning and evolving

Daniela Sangiorgi, Lia Patricio, Francesco Zurlo
Envisioning and evolving: Future evolution of the concept and the practice of service design
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Emily Ballantyne-Brodie
Designing Convivial Food Systems in Everyday Life
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Claire Dennington
Trendslation – an experiential method for semantic translation in service design
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Andrea Alessandro Gasparini, Ahmed Abdi Mohammed, Gabriele Oropallo
Service design for artificial intelligence
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Mauricio Manhaes
Constructing an approach to identify service design narratives: Findings of an automated text analysis
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Valeria A. Ramdin, Miso Kim, Rachel Pozzar, Paul W. Fombelle, Yizuan Zhang, Xing Zhou, Julia Janigan
Resident autonomy in assisted living facilities: a conceptual framework for transformative service research
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Roberta Tassi, Agata Brilli, Donato Ricci
Digital methods for service design experimenting with data-driven frameworks
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Ana Kustrak Korper, Stefan Holmlid, Lia Lia
Bridging design-driven and service innovation: Consonance and dissonance of meaning and value
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Maíra Prestes Joly, Jorge Teixeira, Lia Patrício, Daniela Sangiorgi
Service designers, unite! Identifying shared concerns among multidisciplinary perspectives on service design
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Vanessa Rodrigues, Johan Blomkvist, Stefan Holmlid
Perceived Action Potential: A strong concept in development
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Cristina Favini
Design the impact
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Giuseppe Attoma Pepe, Peter Livaudais
Enhancing industrial processes in the industry sector by the means of service design
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PhD Special Seminar

Annalinda De Rosa, Camilo Ayala Garcìa, Stefano Parisi
The PhD Special Seminar on service design: unfolding a proof of concept
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Antonio Grillo, Antonella Paparella, Giselle Chajin, Giulia Di Gregorio, Michele Armellini, Alessandro Gomiero, Maria Prina
From A to BE. Designing the mobility of the future
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Amalia de Go¨tzen, Nicola Morelli, Luca Simeone, Lorenzo Ruggieri, Ilaria Vitellio
Data challenges and opportunities in designing for service
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Carla Cipolla, Ezio Manzini, Mattelma¨ki Tuuli, Arianna Mazzeo, Lara Penin, Adam Thorpe
Between servitude and collaboration: A service design choice?
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Lorenzo Imbesi, Francesca Foglieni, Markus Edgar Hormess, Adam Lawrence, Stefano Maffei, Lara Penin, Alison Prendiville, Daniela Sangiorgi, Jakob Schneider, Daniela Selloni, Mark Stickdorn, Beatrice Villari
The latest words on service design: Talking about books
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Alessandro Piana Bianco, Linda Covino
How service design can drive the digital transformation of the retail revolution
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Francesca Piredda, Caterina Petroni, Simona Venditti, Emiliano Verga
Digital transformation through community and relationship building
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Valerio Cometti, Marco Generali, Giacomo Biraghi
Service design for autonomous driving
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Rui Patricio, Rei Morozumi
Gamification for service design and Innovation: ideaChef® method and tool
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Andrea Augsten, Bernadette Geuy, Rachel Hollowgrass, Titta Jylkäs, Marjukka Makela Klippi
Humanizing organizations - the pathway to growth
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ServDes2018. Service Design Proof of Concept, Proceedings of the ServDes.2018 Conference, 18-20 June, Milano, Italy

Anna Meroni, Ana María Ospina Medina, Beatrice Villari
ServDes2018. Service Design Proof of Concept, Proceedings of the ServDes.2018 Conference, 18-20 June, Milano, Italy
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Last updated: 2019-11-06