Konferensartikel

Co-Creating Solutions - Combining Service Design and Change Laboratory

Juha Kronqvist
University of Art and Design Helsinki, Finland

Korhonen Satu-Mari
Theatre Academy, Education and Development Services, Finland

Ladda ner artikel

Ingår i: Conference Proceedings ServDes.2009; DeThinking Service; ReThinking Design; Oslo Norway 24-26 November 2009

Linköping Electronic Conference Proceedings 59:11, s. 135-149

Visa mer +

Publicerad: 2012-09-19

ISBN: 978-91-7519-771-5

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

Abstract

This paper is an introduction and reflection of a method integration project in a service development context. In the project; two complementary methods were used to co-create new service offerings and improve the work activity in a ferry line restaurant. The research aim was to test the integration of two different development methods; service design and the Change Laboratory. The assumption behind the work was that new service development requires methods for both creating new concepts and for successfully implementing them in the organization. By combining these methods; the project was able to expand the scope of service design from the creation of service concepts towards implementing them as a part of a process of organizational learning.

Nyckelord

Inga nyckelord är tillgängliga

Referenser

Brown; T. (2008). Design Thinking. Harvard Business Review 86(6):85-92.

Cooper; A. (1999). The Inmates Are Running the Asylum. Sams; 1 edition.

De Bono; Edward (1970). Lateral thinking: creativity step by step. Harper & Row.

Engeström; Y.; Virkkunen; J.; Helle; M.; Pihlaja; J. & Poikela; R. (1996). The Change laboratory as a tool for transforming work. Lifelong Learning in Europe; 1(2):10-17.

Engeström; 1995. Kehittävä työntutkimus. Perusteita; tuloksia ja haasteita. [Developmental Work Research. Elementals; Results and Challenges.] Helsinki: Hallinnon kehittämiskeskus.

Erickson; T. (1996). Design as Storytelling. interactions 3(4):30-35

Fullerton; B. (2009). Co-creation in service design. interactions; 16(2):6-9.

Holmlid; S. (2005): Service Design methods and UCD practice. In Proceedings from User Involvement in e-Government development projects; workshop at IFIP conference Interact; Rome.

Holmlid; S. (2009). From interaction to service. in Miettinen; S.; Koivisto; M. (Eds.) Designing services with innovative methods; 78-97. Helsinki: TAIK

Kaptelinin; Victor; and Nardi; Bonnie A. (2006). Acting With Technology: Activity Theory and Interaction Design. MIT Press. Cambridge; MA.

Korkman; O. (2006). Customer value formation in practice: a practice-theoretical approach. Series A: 155; Helsinki: Swedish School of Economics and Business Administration.

Leontjev; A. N. (1978). Activity; Consciousness; Personality. Englewood Cliffs; NJ: Prentice Hall.

Maffei; S. & Sangiorgi D. (2006). From communication design to activity design. in J. Frascara (Ed.) Designing Effective Communications: Creating Contexts for Clarity and Meaning. Allworth Press; New York.

Mager; B. (2008) Service Design. in Erlhoff; M. & Marshall; T. (Eds.) Design dictionary: perspectives on design terminology. Basel: Birkhäuser Verlag.

Martin; R. L. (2007). The Opposable Mind: How Successful Leaders Win Through Integrative Thinking. Boston: Harvard Business School Press.

Mattelmäki; T. (2006). Design probes. Doctoral Dissertation. Helsinki: TAIK

Moritz; S. (2005). Service Design - Practical access to an evolving field. lulu.com.

Mäkitalo J. (2005) Work-related well-being in the transformation of nursing home work. Doctoral Dissertation. Acta Universitatis Ouluensis Medica D 837.

Nardi; Bonnie A. (ed.) (1996). Context and Consciousness. MIT Press. Cambridge; MA.

Norman; Don (2005) Human-centered design considered harmful. interactions; 12(4):14-19.

Curtis; G. & Vertelney; L. (1990). Storyboards and Sketch Prototypes for Rapid Interface Visualization. Tutorial. In CHI’90; Seattle; Washington.

Saffer; D. (2007). Designing for Interaction. Creating Smart Applications and Clever Devices. Berkeley: New Riders

Sangiorgi; D. & Clark; B. (2004). Toward a participatory design approach to service design. Artful Integration. Interweaving Media; Materials and Practices. Participatory Design Conference PDC 2004; Toronto

Sangiorgi (2008). Service Design as the Design of Activity Systems. Presentation slides. International Service Design Northumbria ISDN3. Newcastle

Shostack; L. G. (1984). Designing Services that Deliver. Harvard Business Review 62(1):133- 139.

Virkkunen; J. (2007). Collaborative Development of a New Concept for an Activity. @ctivités; volume 4 numéro 2. <URL: http://www.activites.org/v4n2/virkkunen-EN.pdf> (27.7.2009).

Citeringar i Crossref