Transformative Services and Transformation Design

Daniela Sangiorgi
ImaginationLancaster, Lancaster University, UK

Ladda ner artikel

Ingår i: Conference Proceedings; ServDes.2010; Exchanging Knowledge; Linköping; Sweden; 1-3 December 2010

Linköping Electronic Conference Proceedings 60:6, s. 65-75

Visa mer +

Publicerad: 2012-09-20

ISBN: 978-91-7519-770-8

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


This paper claims how the parallel evolution of the conception of services and of Design for Services toward more transformational aims; would require a collective reflection on and elaboration of guiding methodological and deontological principles. By illustrating connections with similar evolutions in Participatory Design (from ‘Design for use before use’ to ‘Design for Design after Design’); Public Health Research (patient engagement and ‘empowerment’) and Consumer Research (Transformative Consumer Research); the author identifies key characteristics of transformative practices that ask for more ‘reflexivity’ on the designers’ side. Developing Design profession as contributing to society transformative aims is extremely valuable; but it carries with it also a huge responsibility. Designers; the author argues; need to reflect not only on how to conduct transformative processes; but also on which transformations they are aiming to; why; and in particular for the benefit of whom.


Transformative services; transformation design; Design for Services


ALMEGA (2008). Innovation in service companies; a survey of 778 Swedish service companies on innovation and research. Available at

Anderson; W.; Florin; D.; Gillam; S. and Mountford; L. (2002). Every Voice Counts. Involving patients and the public in primary care; London: Kings Fund.
Arnstein; S.R. (1969). A Ladder of Citizen Participation; JAIP; 35(4) July; 216-224.

Attree; P; French B (2007) Testing theories of change associated with community engagement in health improvement and health inequalities reduction. Report prepared for NICE. (Available on request by emailing Pam Attree at p.attree@lancaster.ac.uk)

Bate; R.; Robert; G. (2007a). Toward More User-Centric OD: Lessons From the Field of Experience-Based Design and a Case Study. Journal of Applied Behavioral Science; 43(42): 41-66.

Bate; S.P. and Robert; G. (2007b). Bringing user experience to health care improvement: the concepts; methods and practices of experience-based design. Oxford: Radcliffe Publishing.

Bauld; L.; Judge; K.; Barnes; M. Benzeval; M. and Sullivan; H. (2005); Promoting Social Change: The Experience of Health Action Zones in England; Journal of Social Policy; 34(3): 427-445.

Bentley; T. and Wilsdon J. (2003). The Adaptive State; London: Demos.

Bettany; S.M. and Woodruffe Burton; H.R.; (2005). Steps towards transformative consumer research practice: a taxonomy of possible reflexivities; Advances in Consumer Research; XXXIII; Association for Consumer Research; Valdosta; GA

Blumenthal; D. S. and Yancey E. (2004); Community-Based Research: An Introduction; in Community-Based Health Research; Daniel S. Blumenthal and Ralph J. DiClemente; ed. New York; NY: Springer; 3-24.

Bradwell; P and Marr; S. (2008). Making the most of collaboration: an international survey of public service co-design; London: Demos.

Buchanan; R. (2004). Management and Design. Interaction Pathways in Organizational Life; in Managing as Designing; edited by R. J. Boland and F. Collopy; Stanford: Stanford University Press.

Burns; C.; Cottam H.; Vanstone C; and Winhall J.; (2006). Transformation design. RED paper 02; London; UK: Design Council

Cornwall; A. (2008). Democratising engagement what the UK can learn from international experience. London: Demos.

Cottam; H and Leadbeater C. (2004). HEALTH: Co-creating Services; RED paper 01. London: Design Council.

Department of Health (2005). Creating a Patient-led NHS – Delivering NHS Improvement Plan. London

Department of Health (2008a). Real Involvement. Working with people to improve health services. London.

Department of Health (2008b). High Quality Care For All. NHS Next Stage Review Final Report.

Ehn; P. (2008). Participation in design things. Proceedings Participatory Design Conference.

Engine Service Design (2007). Shape. Services Having All People Engaged. A methodology for people-centred service innovation; MKOB Milton Keynes; Oxfordshire and Buckinghamshire Improvement Partnership. Available at www.enginegroup.co.uk.

European Commission (2009). Challenges for EU support to innovation in services - Fostering new markets and jobs through innovation; Commission Staff Working Document; SEC(2009)1195;

Horne; M. and Shirley; T. (2009). Co-production in public services: a new partnership with citizens. London Cabinet Office Strategic Unit.

Howells; J. (2007). Fostering Innovation in Services. European Commission.

Kimbell; L. (2009). The turn to Service Design; in Design and Creativity: Policy; Management and Practice; edited by Gulier; J. and Moor; L. Oxford: Berg.

Jégou; F. and Manzini; E. (eds.) (2008). Collaborative services. Social innovation and design for sustainability. Milano: Edizioni Polidesign.
Junginger; S. (2008). Product development as a vehicle for organizational change; design issues; 24(1); winter: 26-35.

Junginger; S. and Sangiorgi; D. (2009). Service Design and Organisational Change. Bridging the gap between rigour and relevance; IASDR09 conference; 19-22 October; Seoul.Kent County Council (2007). The Social Innovation Lab for Kent. Starting with people. Kent: Social Innovation Lab for Kent. Available at http://socialinnovation.typepad.com

Manzini; E. (2008). Collaborative organisations and enabling solutions. Social innovation and design for sustainability; in Collaborative services. Social innovation and design for sustainability; edited by F. Jegou and E. Manzini. Milano: Edizioni Polidesign; 29-41.

Manzini; E. and Jegou F. (2003). Sustainable everyday: scenarios of Urban Life. Milano; Edizioni Ambiente.

Marmot; M.G. (2004). Tackling health inequalities since the Acheson Inquiry. Journal of Epidemiology and Health. 58. 262-263

Meroni; A. (ed.) (2007). Creative communities. People inventing sustainable ways of living. Milano: Edizioni Polidesign.

Meroni; A. (2008). Strategic Design to take care of the territory. Networking Creative Communities to link people and places in a scenario of sustainable development. P&D Design 2008; 8º Congresso Brasileiro de Pesquisa e Desenvolvimento em Design San Paolo 9-12 October 2008. Meroni; A. and Sangiorgi D. (forthcoming). Design for Services; Gower Publishing Ltd; Aldershot.

Miles; I. (2001). Services Innovation: A Reconfiguration of Innovation Studies; PREST; University of Manchester.

Ostrom; A. L.; Bitner; M. J.; Brown; S. W.; Burkhard; K. A.; Goul; M.; Smith-Daniels; V.; Demirkan; H.; Rabinovich; E. (2010). Moving Forward and Making a Difference: Research Priorities for the Science of Service. Journal of Service Research; 13(1): 4-36.

Ozanne; J. L.; Anderson; L. (2010). Community Action Research; Journal of Public Policy & Marketing; forthcoming.

Parker; S. and Heapy; J. (2006). The Journey to the Interface. How public service design can connect users to reform. London: Demos.

Parker; S. and Parker S. (2007). Unlocking Innovation. Why citizens hold the key to public service reform; London: Demos.

Popay; J. (2006) Community engagement and community development and health improvement: a background paper for NICE (available on request by emailing lorraine.taylor@nice.org.uk).

Sangiorgi; D. (2004). Il Design dei servizi come Design dei Sistemi di Attività. La Teoria dell’Attività applicata alla progettazione dei servizi. PHD in Industrial Design in Industrial Design; Politecnico di Milano.

Sangiorgi; D. (2009). Building a framework for Service Design Research; EAD conference ‘Connexity’; 1-3 April 2009; Aberdeen.

Sangiorgi; D. and Villari B. (2006). Community based services for elderly people. Designing platforms for action and socialisation; International Congress on Gerontology: Live Forever; October 23-25; Lisbon.

Shuler; D. and Namioka; A. (eds). (1993). Participatory design. Principles and practices; LEA Publishers; Hillsdale.

Skidmore; P. and Craig; J. (2005). Start with People. How community organisations put citizens in the driving seat. London: Demos.

Tan; L; Szebeko D. (2009). Co-designing for dementia: The Alzheimer 100 project. AMJ; 1(12); 185-198.

Tekes (2007). Seizing the White Space: Innovative Service Concepts in the United States. Technology Review 205/2007.

Thackara; J. (2007). Wouldn’t be great if … London: Dotto07; Design Council.

Thomas; E. (ed.) (2008). Innovation by Design in public services; London: Solace Foundation Imprint.

White; S. (1996). Depoliticising development: the uses and abuses of participation; Development in Practice; 6(1).

Winhall; J. (2004). Design notes on open health; Design Council.

Citeringar i Crossref