1 Learning and practicing in service design
Alessandro Deserti: Department of Design, Politecnico di Milano, Italy
Anna Meroni: Department of Design, Politecnico di Milano, Italy
Bas Raijmakers: Design Academy Eindhoven and STBY, The Netherlands
2 The briefing process: Examining the client-consultant relationship through a case
Begüm Becermen: Aalborg University Copenhagen, Denmark
Esben Grøndal: Aalborg University Copenhagen, Denmark
Amalia de Go¨tzen: Aalborg University Copenhagen, Denmark
3 Desis Network: Strategies to advancing systemic social innovation through service design
Carla Cipolla: Federal University of Rio de Janeiro – UFRJ/Coppe, DESIS Network, Brazil
4 Learning to design in public sector organisations: A critique towards effectiveness of design integration
Stefan Holmlid: Linköping University, Sweden
Lisa Malmberg: County council of Sörmland, Sweden
5 Fostering a sustained design capability in non-design-intensive organizations: a knowledge transfer perspective
Filipe Lima: Department of Design, Politecnico di Milano, Italy
Daniela Sangiorgi: Department of Design, Politecnico di Milano, Italy
6 Service design for behavioural change - current state of the discipline and practice in India
Ravi Mahamuni: Tata Research Development and Design Center, Tata Consultancy Services; Indian Institute of Technology Guwahati, India
Pramod Khambete: Tata Research Development and Design Center, Tata Consultancy Services, India
Ravi Mokashi-Punekar: Indian Institute of Technology Guwahati, Guwahati, India
7 The designer as agent of community
Thomas Østergaard: VIA University College, Denmark
8 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
Lorenz Herfurth: Glasgow School of Art, UK
Kirsty Sinclair: FutureGov, UK
9 Working with complexity: A contemporary skill framework for service designers
Tamami Komatsu Cipriani: Department of Design, Politecnico di Milano, Italy
Martina Rossi: Department of Design, Politecnico di Milano, Italy
10 The satellite applications catapult: Design’s contribution to science and technology innovation services
Alison Prendiville: University of the Arts, UK
11 Navigating the sociocultural landscape in service design
Laura Santamaria: Loughborough University, UK
Carolina Escobar-Tello: Loughborough University, UK
Tracy Ross: Loughborough University, UK
12 Exploring the future of consumer retail
Jim Budd: School of Industrial Design, Georgia Institute of Technology, USA
Paul Della Maggiora: NCR, USA
Florian Vollmer: Georgia Institute of Technology & NCR, USA
13 A designerly-way of conducting qualitative research in design studies
Nina Costa: INESTEC, Faculty of Engineering, University of Porto, Portugal
Lia Patrício: INESTEC, Faculty of Engineering, University of Porto, Portugal
Nicola Morelli: Aalborg University, Denmark
14 Making sense of data in a service design education
Amalia de Götzen: Aalborg University, Denmark
Luca Simeone: Aalborg University, Denmark
Nicola Morelli: Aalborg University, Denmark
Péter Kun: Delft University of Technology, The Netherlands
15 Put on your oxygen mask before helping others: Mental well-being in service design
Anne Dhir: We are Snook, UK
16 The future of visual communication design is almost invisible or why skills in visual aesthetics are important to service design
Mark Roxburgh: School of Creative Industries, Faculty of Education and Arts, University of Newcastle, Australia
Jemimah Irvin: nib Health Insurance, Australia
17 Bodystorming: lessons learnt from its use on a service design undergraduate discipline
Aguinaldo dos Santos: Federal University of Paraná, Brazil
Aline Müller Garcia: Federal University of Paraná, Brazil
Milena Carneiro Alves: Federal University of Paraná, Brazil
Emanuela Lima Silveira: Federal University of Paraná, Brazil
18 Service design in companies
Linda Covino: Deloitte Digital, Italy
Alessandro Piana Bianco: Deloitte Digital, Italy
19 A service design experiment in the Municipality of Turin to overcome organisational silos
Alessandro Deserti: Department of Design, Politecnico di Milano, Italy
Francesca Rizzo: Department of Design, Politecnico di Milano, Italy
20 The Designers Italia project - building the community of public services designers
Lorenzo Fabbri: Digital Transformation Team, Italy
Matteo De Santi: Digital Transformation Team, Italy
21 Sharing and collaborating in service design
Marta Corubolo: Department of Design, Politecnico di Milano, ItalyDaniela Selloni: Department of Design, Politecnico di Milano, Italy Anna Seravalli: The School of Arts and Communication Malmo¨ University, Sweden
22 Service co-design for the shared mobility sector: A free-floating bike sharing model
Silvia Cacciamatta: Politecnico di Milano, Italy
Francesca Foglieni: Politecnico di Milano, Italy
Beatrice Villari: Politecnico di Milano, Italy
23 Adapting the design process for different learning styles and abilities
Valerie Carr: We are Snook, UK
24 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
Yoori Koo: Hongik University, South Korea
Hyeonseo Ahn: Hongik University, South Korea
25 Tools for collaborating and interacting in living labs - an exploratory case study on JOSEPHS®
Maximilian Perez Mengual: Fraunhofer Center of Applied Research on Supply Chain Services SCS, Germany
Julia M. Jonas: Fraunhofer Center of Applied Research on Supply Chain Services SCS, Germany
Stephanie Schmitt-Rüth: Fraunhofer Center of Applied Research on Supply Chain Services SCS, Germany
Frank Danzinger: Fraunhofer Center of Applied Research on Supply Chain Services SCS, Germany
26 Civic engagement as participation in designing for services
Lara Salinas: London College of Communication, University of the Arts London, UK
Adam Thorpe: London College of Communication, University of the Arts London, UK
Alison Prendiville: London College of Communication, University of the Arts London, UK
Sarah Rhodes: London College of Communication, University of the Arts London, UK
27 Co-creation with vulnerable consumers – an action research case study of designing a pictorial language for logistics
Schmitt-Rüth, S.: Fraunhofer SCS, Germany
Simon. M.: Fraunhofer SCS, Germany
Demuth, A.: Fraunhofer SCS, Germany
Kornacher, A.: Fraunhofer SCS, Germany
Isakovic, M.: Fraunhofer SCS, Germany
Krupp, M.: Fraunhofer SCS, Germany
Stoll, M.: Fraunhofer SCS, Germany
28 The act of giving – Sur. A service for sharing and co-producing gifts
Giulia Bencini: Saluzzo, Italy
Kuno Prey: Faculty of Design and Art, Free University of Bozen-Bolzano, Italy
Alvise Mattozzi: Faculty of Design and Art, Free University of Bozen-Bolzano, Italy
29 Building trust in relational services: The analysis of a sharing service between neighbours
Mariana Ferreira de Freitas: ESDI, Rio de Janeiro State University, Brazil
Carla Cipolla: COPPE, Federal University of Rio de Janeiro, Brazil
30 Understanding generalisability from network-conscious service design projects
Tim Overkamp: Department of Computer and Information Science, Linköping University, Sweden
Martina Caic: Department of Marketing & Supply Chain Management, Maastricht University, The Netherlands
Stefan Holmlid: Department of Computer and Information Science, Linköping University, Sweden
Dominik Mahr: Department of Marketing & Supply Chain Management, Service Science Factory, Maastricht University, The Netherlands
Gaby Odekerken-Schröder: Department of Marketing & Supply Chain Management, Maastricht University, The Netherlands
31 Maps as participatory platform: Towards to open data and transport service
Hyunyim Park: Royal College of Art, UK
32 Service design and human resource consulting: An integrated vision
Valentina Auricchio: 6zero5, Italy
Martina Rossi: Department of Design, Politecnico di Milano, Italy
Giovanna Dezza: MIDA, Italy
Pierpaolo Peretti Griva: MIDA, Italy
33 Developing recovery oriented services and co-production in mental healthcare: Building-up on existing promising organisational practices
Marta Carrera: Department of Design, Politecnico di Milano, Italy
Daniela Sangiorgi: Department of Design, Politecnico di Milano, Italy
Francesca Foglieni: Department of Design, Politecnico di Milano, Italy
Fabio Lucchi: Department of Design, Politecnico di Milano, Italy
34 User perceptions of design games as settings for organizational learning: Case Topaasia
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
35 Quasi-participatory service design in organizational context: A case study
Ravi Mahamuni: Tata Research Development and Design Center, Tata Consultancy Services; Indian Institute of Technology Guwahati, India
Shivani Sharma: Tata Consultancy Services, India
Sylvan Lobo: Tata Consultancy Services, India
Ulemba Hirom: Tata Consultancy Services, India
Pramod Khambete: Tata Research Development and Design Center, Tata Consultancy Services, India
36 Designing tangible tools to support collaboration in the co-design of healthcare services
Karianne Rygh; The Oslo School of Architecture and Design, Norway
37 Integrating empathy and lived experience through co-creation in service design
Josina Vink: CTF - Service Research Center, Karlstad University; Experio Lab, County Council of Värmland, Sweden
Anna-Sophie Oertzen: Department of Marketing and Supply Chain Management, Maastricht University, The Netherlands; KISD, Germany
38 Collaborative services in the Italian city of Reggio Emilia. The case study of “Il quartiere bene comune - The neighbourhood as commons”
Francesco Berni: Comune di Reggio Emilia, Italy
39 About evaluation in service design: As it is
and how it could evolve
Francesca Foglieni: Department of Design, Politecnico di Milano, Italy
Beatrice Villari: Department of Design, Politecnico di Milano, Italy
Froukje Sleeswijk Visser: TU Delft, The Netherlands
40 Measuring the impact of design, service design and design thinking in organizations on different maturity levels
Tua A. Björklund: Aalto University Design Factory, Finland
Pia Hannukainen: OP Financial Group, Finland
Tuomas Manninen: OP Financial Group, Finland
41 Using the net promoter score to support service design: Digging for gold in customer free-text reports
Asbjørn Følstad: SINTEF, Norway
Knut Kvale: Telenor Research, Norway.
42 ServDeWS: The service design workshop on utilizing multi-viewpoint and diversity of participants based-on human centered approach for R&D specialists
Koki Kusano: NTT Service Evolution Laboratories, Japan
Atsunobu Kimura: NTT Service Evolution Laboratories, Japan
Masayuki Ihara: NTT Service Evolution Laboratories, Japan
43 Mapping design capability of public service organisations: A tool for collaborative reflection
Yvonne Yeo: National University of Singapore, Singapore
Jung-Joo Lee: National University of Singapore, Singapore
44 A service evaluation in the shared mobility sector: Bitride bike sharing project
Silvia Cacciamatta: Department of Design, Politecnico di Milano, Italy
Virginia Allevi: Zehus, Italy
45 A service to measure overall adequacy across a banking environment
Fabio Poli: Antreem, Italy
Alessandro Zorzi: Antreem, Italy
46 Design craft in Government
Marzia Mortati: Department of Design, Politecnico di Milano, Italy
Jesper Christiansen: Strategy & Development, Innovation Skills, Nesta, UK
Stefano Maffei: Department of Design, Politecnico di Milano, Italy
47 The role of service design consultancy in public sector: Inferences from KIBS and service innovation perspectives
Adedapo Adebajo: University of Edinburgh, UK
48 The stakeholder map: A conversation tool for designing people-led public services
Fanny Giordano: Aalborg University Copenhagen, Denmark
Nicola Morelli: Aalborg University Copenhagen, Denmark
Amalia De Götzen: Aalborg University Copenhagen, Denmark
Judith Hunziker: Aalborg University Copenhagen, Denmark
49 Different journeys towards embedding design in local government in England
Inbo Kang: University of the Arts London, London College of Communication, UK
Alison Prendiville: University of the Arts London, London College of Communication, UK
50 Guiding the welfare state towards a co-
creative and explorative mindset: When a
crisis is an opportunity
Matilda Legeby: Swedish Industrial Design Foundation, Sweden
Pia McAleenan: Swedish Industrial Design Foundation, Sweden
Hanna Andersson: Swedish Industrial Design Foundation, Sweden
Stefan Holmlid: Linköpings Universitet, Sweden
51 Co-designing public services with vulnerable and disadvantaged populations: Insights from an international collaboration
Gillian Mulvale: McMaster University, Canada
Sandra Moll: McMaster University, Canada
Ashleigh Miatello: McMaster University, Canada
Glenn Robert: King’s College, UK
Michael Larkin: Aston University, UK
Victoria Palmer: The University of Melbourne, Australia
Alicia Powell: McMaster University, Canada
Chelsea Gabel: McMaster University, Canada
52 Service design and the co-production of public policies: The case of RedActiva
Cristobal Tello: Laboratorio de Innovacion Publica, Pontificia Universidad Catolica de Chile, Chile
Carola Zurob: Laboratorio de Innovacion Publica, Pontificia Universidad Catolica de Chile, Chile
Sol Pacheco: Laboratorio de Innovacion Publica, Pontificia Universidad Catolica de Chile, Chile
Sebastián Negrete: Laboratorio de Innovacion Publica, Pontificia Universidad Catolica de Chile, Chile
53 Civic Imagination Office as a platform to design a collaborative city
54 Includi.MI: Local government and social entrepreneurship for an inclusive city
Denise Di Dio: Politecnico di Milano, School of Management - Department of Management, Economics and Industrial Engineering, Italy
55 Service Design in open production, distribution and organisation as a discipline facilitating democratic critique?
Massimo Bianchini: Department of Design, Politecnico di Milano, Italy
Venanzio Arquilla: Department of Design, Politecnico di Milano, Italy
Peter Gall Krogh: Department of Engineering-Design, Aarhus University, Denmark
56 Service design in the later project phases: Exploring the service design handover and introducing a service design roadmap
Frida Almqvist: The Oslo School of Architecture and Design, Norway
57 Weaving the threads: Service innovation with textile artisan communities
Francesco Mazzarella: Loughborough Design School, UK
Val Mitchell: Loughborough Design School, UK
Andrew May: Loughborough Design School, UK
Carolina Escobar-Tello: Loughborough Design School, UK
58 The Coconut Innovation framework : An innovation framework focusing on resources
Satoru Tokuhisa: Yamaguchi University, Japan
59 Municipality as a platform: the case of Manifattura Milano
Annibale D’Elia: Directorate Urban Economy and Labour, Municipality of Milan, Italy
60 “Experiencing and shaping”: The relations between spatial and service design
Davide Fassi: Department of Design, Politecnico di Milano, Italy
Laura Galluzzo: Department of Design, Politecnico di Milano, Italy
Oliver Marlow: Studio TILT, United Kingdom
61 Service design methods and tools as support to the participatory definition of the meta-design brief of a contemporary integrated campus
Barbara Camocini: Department of Design, Politecnico di Milano, Italy
Luisa Collina: Department of Design, Politecnico di Milano, Italy
Laura Daglio: Department of Design, Politecnico di Milano, Italy
Martina Mazzarello: Department of Design, Politecnico di Milano, Italy
Paola Trapani: Department of Design, Politecnico di Milano, Italy
62 Service design principles for organizational well-being: Improving the employee experience through design thinking
Fabiola Bertolotti: Department of Engineering Science and Methods, University of Modena and Reggio Emilia, Italy
Marco Di Norcia: Department of Engineering Science and Methods, University of Modena and Reggio Emilia, Italy
Matteo Vignoli: Department of Engineering Science and Methods, University of Modena and Reggio Emilia, Italy
63 Designing spaces and services. An experimental project for student dormitories: Collective experiences, connected lives and linked places
Luisa Collina: Department of Design, Politecnico di Milano, Italy
Peter Di Sabatino: Department of Design, Politecnico di Milano, Italy
Laura Galluzzo: Department of Design, Politecnico di Milano, Italy
Claudia Mastrantoni: Department of Design, Politecnico di Milano, Italy
64 Can coworking spaces be built bottom-up?
Giuliano Simonelli: Department of Design, Politecnico di Milano, Italy
Francesco Scullica: Department of Design, Politecnico di Milano, Italy
Elena Elgani: Department of Design, Politecnico di Milano, Italy
Vanessa Monna: Department of Design, Politecnico di Milano, Italy
65 Design thinking for interior and spatial design: A case study within Politecnico di Milano
Pham Tu Ngoc: Department of Design, Politecnico di Milano, Italy
Davide Fassi: Department of Design, Politecnico di Milano, Italy
66 Engagement strategies within co-making environments bridging spatial and organisational design
Ricardo Saint-Clair: Dialogo Design, Brazil; Department of Design, Politecnico di Milano, Italy
67 Dance of designing: Rethinking position, relation and movement in service design
Shana Agid: Parsons School of Design, The New School, USA
Yoko Akama: RMIT University, Australia
68 Facilitating in service design using desktop walkthroughs
Johan Blomkvist: Linköping University, Sweden
Fredrik Wahlman: Linköping University, Sweden
69 Traces as service evidence
Spyros Bofylatos: Department of Product and Systems Design Engineering, University of the Aegean, Greece
70 VR service walkthrough: A virtual reality-based method for service prototyping
Costas Boletsis: SINTEF Digital, Norway
71 Service+Spatial design: Introducing the fundamentals of a transdisciplinary approach
Davide Fassi: Department of Design, Politecnico di Milano, Italy
Laura Galluzzo: Department of Design, Politecnico di Milano, Italy
Annalinda De Rosa: Department of Design, Politecnico di Milano, Italy
72 Space and service design into educational practice
Nansi Van Geetsom: Thomas More University of Applied Sciences, Belgium
73 Refugees Welcome Italia ONLUS, shaping the new hospitality system
Lucia Oggioni: Refugees Welcome Italia, Italy
74 Starting up communities in housing spaces
Giordana Ferri: Fondazione housing sociale, Italy
75 New paradigms related to community building and identity in service design: Exploring global and local design initiatives
Lisbeth Frølunde: The Department of Communication and Arts, Roskilde University, Denmark
Margherita Pillan: IEX – Interaction & Experience Design Research Lab, Dipartimento del Design, Politecnico di Milano, Italy
Francesca Piredda: IMAGIS Lab, Dipartimento del Design, Politecnico di Milano, Italy
76 We are brand: Brand co-creation as an engine for new forms of welfare services
Matteo Colombo: Studio Shift, Italy
Elena Enrica Giunta: Studio Shift, Italy
Paola Papetti: Studio Shift, Italy
77 Service design tools to engage marginalised youth in San Communities of Southern Africa
Fabrizio Maria Pierandrei: PACO Design Collaborative, Italy
Silvia Remotti: PACO Design Collaborative, Italy
Tang Tang: School of Design University of Leeds, UK
Shilumbe Chivuno Kuria: NUST Namibia University of Science and Technology, Namibia
Stefano Anfossi: PACO Design Collaborative, Italy
78 Research by design and collaboration in the
perspective of post-soviet ‘nuclear’ town
Visaginas –RDCPP-SNTV
Alla Pigalskaya: European Humanities University, Lithuania
79 Service design for community based tourism - The Brazilian case study
Priscilla Ramalho Lepre: Faculty of Architecture and Design, Federal University of Alagoas, Brazil
80 Empowering community volunteers through matchmaking services
Geertje Slingerland: Delft University of Technology, The Netherlands
Ingrid Mulder: Delft University of Technology, The Netherlands
Tomasz Jaskiewicz: Delft University of Technology, The Netherlands
81 Service as a system of participation: A case study of a participatory economy
Miso Kim: College of Arts Media and Design, Northeastern University, USA
82 A CRX framework and tools to design for relationships in service settings
Jan Koenders: Faculty of Industrial Design Engineering, Delft University of Technology; Livework Studio Rotterdam, Netherlands
Dirk Snelders: Faculty of Industrial Design Engineering, Delft University of Technology, Netherlands
Maaike Kleinsmann: Faculty of Industrial Design Engineering, Delft University of Technology, Netherlands
Jürgen Tanghe: Faculty of Industrial Design Engineering, Delft University of Technology; Livework Studio Rotterdam, Netherlands
83 Service design and activity theory for the meta-design of collaborative design processes
Massimo Menichinelli: Media Lab Helsinki, Design and Architecture, Aalto University School of Arts, Finland
84 Funding service design: Growing service design practice through a grants programme
Laura Warwick: School of Design, Northumbria University, UK
Paola Pierri: School of Design, Northumbria University, UK
Claire Bradnam: School of Design, Northumbria University, UK
Emma Field: School of Design, Northumbria University, UK
85 Envisioning and evolving: Future evolution of the concept and the practice of service design
Daniela Sangiorgi: Dipartimento di Design, Politecnico di Milano
Lia Patricio: INESCTEC, Faculty of Engineering, University of Porto
Francesco Zurlo: Dipartimento di Design, Politecnico di Milano
86 Designing Convivial Food Systems in Everyday Life
Emily Ballantyne-Brodie: RMIT Design Hub, Australia
87 Trendslation – an experiential method for semantic translation in service design
Claire Dennington: Oslo School of Architecture and Design, Norway
88 Service design for artificial intelligence
Andrea Alessandro Gasparini: University of Oslo, Norway
Ahmed Abdi Mohammed: University of Oslo, Norway
Gabriele Oropallo: University of Oslo, Norway
89 Constructing an approach to identify service design narratives: Findings of an automated text analysis
Mauricio Manhaes: Savannah College of Art and Design, USA
90 Resident autonomy in assisted living facilities: a conceptual framework for transformative service research
Valeria A. Ramdin: Northeastern University, USA
Miso Kim: Northeastern University, USA
Rachel Pozzar: Northeastern University, USA
Paul W. Fombelle: Northeastern University, USA
Yizuan Zhang: Northeastern University, USA
Xing Zhou: Beijing Technology and Business University
Julia Janigan: Northeastern University, USA
91 Digital methods for service design experimenting with data-driven frameworks
Roberta Tassi: Department of Design, Politecnico di Milano; Oblo, Italy
Agata Brilli: Oblo, Italy
Donato Ricci: MediaLab of Sciences Po, Italy
92 Bridging design-driven and service innovation: Consonance and dissonance of meaning and value
Ana Kustrak Korper: INESCTEC, Faculty of Engineering, University of Porto, Portugal
Stefan Holmlid: Linköping University, Sweden
Lia Patrício: INESCTEC, Faculty of Engineering, University of Porto, Portugal
93 Service designers, unite! Identifying shared concerns among multidisciplinary perspectives on service design
Maíra Prestes Joly: INESCTEC, Faculty of Engineering, University of Porto, Portugal; Department of Design, Politecnico di Milano, Italy
Jorge Teixeira: INESCTEC, Faculty of Engineering, University of Porto, Portugal
Lia Patrício: INESCTEC, Faculty of Engineering, University of Porto, Portugal
Daniela Sangiorgi: Department of Design, Politecnico di Milano, Italy
94 Perceived Action Potential: A strong concept in development
Vanessa Rodrigues: Linköping University, Sweden
Johan Blomkvist: Linköping University, Sweden
Stefan Holmlid: Linköping University, Sweden
95 Design the impact
Cristina Favini: Logotel, Italy
96 Enhancing industrial processes in the industry sector by the means of service design
Giuseppe Attoma Pepe: Attoma, France
Peter Livaudais: Attoma, France
97 The PhD Special Seminar on service design: unfolding a proof of concept
Annalinda De Rosa: Department of Design, Politecnico di Milano, Italy
Camilo Ayala Garcìa: Department of Design, Politecnico di Milano, Italy
Stefano Parisi: Department of Design, Politecnico di Milano, Italy
98 From A to BE. Designing the mobility of the future
Antonio Grillo: Digital Entity, Italy
Antonella Paparella: Digital Entity, Italy
Giselle Chajin: Digital Entity, Italy
Giulia Di Gregorio: Digital Entity, Italy
Michele Armellini: Digital Entity, Italy
Alessandro Gomiero: Digital Entity, Italy
Maria Prina: Digital Entity, Italy
99 Data challenges and opportunities in designing for service
Amalia de Go¨tzen: Aalborg University, Denmark
Nicola Morelli: Aalborg University, Denmark
Luca Simeone: Aalborg University, Denmark
Lorenzo Ruggieri: Narai, Italy
Ilaria Vitellio: Mappi-na, Italy
100 Between servitude and collaboration: A service design choice?
Carla Cipolla: UFRJ Rio de Janeiro, Brazil
Ezio Manzini: DESIS Network
Mattelma¨ki Tuuli: Aalto University, Finland
Arianna Mazzeo: Elisava, Spain
Lara Penin: Parsons, The New School of design, USA
Adam Thorpe: Central Saint Martin, UK
101 The latest words on service design: Talking about books
Lorenzo Imbesi: Sapienza Universita` di Roma, Italy
Francesca Foglieni: Politecnico di Milano, Italy
Markus Edgar Hormess: WorkPlayExperience, Germany
Adam Lawrence: WorkPlayExperience, Germany
Stefano Maffei: Politecnico di Milano, Italy
Lara Penin: Parsons, The New School of design, USA
Alison Prendiville: University of the Arts, London, UK
Daniela Sangiorgi: Politecnico di Milano, Italy
Jakob Schneider: More than Metrics, Austria
Daniela Selloni: Politecnico di Milano, Italy
Mark Stickdorn: More than Metrics, Austria
Beatrice Villari: Politecnico di Milano, Italy
102 How service design can drive the digital transformation of the retail revolution
Alessandro Piana Bianco: Deloitte Digital, Italy
Linda Covino: Deloitte Digital, Italy
103 Digital transformation through community and relationship building
Francesca Piredda: Politecnico di Milano, Italy
Caterina Petroni: Twig Agency, Italy
Simona Venditti: ABB EP, Italy
Emiliano Verga: Cefriel, Italy
104 Service design for autonomous driving
Valerio Cometti: V12 Design, Italy
Marco Generali: V12 Design, Italy
Giacomo Biraghi: Secolo Urbano, Italy
105 Gamification for service design and Innovation: ideaChef® method and tool
Rui Patricio: IADE Creative University Lisbon, Portugal
106 Humanizing organizations - the pathway to growth
Andrea Augsten: University of Wuppertal, Germany
Titta Jylka¨s: University of Lapland, Finland
Rachel Hollowgrass: University of California - Berkeley, USA
Marjukka Makela Klippi: Aalto University, Finland
