Conference article

Learning and practicing in service design

Alessandro Deserti
Department of Design, Politecnico di Milano, Milan, Italy

Anna Meroni
Department of Design, Politecnico di Milano, Milan, Italy

Bas Raijmakers
Design Academy Eindhoven and STBY, The Netherlands

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

Linköping Electronic Conference Proceedings 150:1, p. 1-12

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Published: 2018-07-06

ISBN: 978-91-7685-237-8

ISSN: 1650-3686 (print), 1650-3740 (online)


The paper analyses the contributions to the “learning and practicing’ track of “ServDes.2018 Proof of Concept” and categorises them by identifying convergences and defining six emerging topics. As a result, new roles and responsibilities emerge. They can be summarised in a few directions: 1) beyond learning - where more and more, service designers are explicitly or implicitly requested to play the role of educators within organisations; 2) beyond human centred design – where the need to better understand the role of and the interaction with ‘non-human agents’ emerges; 3) beyond organisational change – where the transformational role of design seems to expand from within organisations to the relationships that organisations establish with external actors.


service design, learning, designer skills, stakeholders, big data, impact, emotional intelligence


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