Dead or Alive: How Municipalities Can Use Service Design Tools to Create Live Services that are Flexible; Mindful and Involving

Fredrik Sandberg
School of Design, Linnaeus University, Växjö, Sweden

Ladda ner artikel

Ingår i: ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014

Linköping Electronic Conference Proceedings 99:46, s. 434-439

Visa mer +

Publicerad: 2014-06-25

ISBN: 978-91-7519-280-2

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


Regional service innovation is an emerging and important topic within the European Union. According to the OECD it is becoming ever more crucial for each European municipality to support collaborations between regional stakeholders in order to be innovative and competitive. But collaborations between large municipalities with fixed service routines and small flexible SMEs are challenging. In this paper we argue that service design and service designers’ knowledge about different techniques can act as a new approach for municipalities to interact with SMEs in a creative way. As an example of this; the paper describes experiences from a workshop where service designers; SMEs and Swedish municipalities prototypes a visual mapping activity. From this first pilot study we learned that visual mapping is an activity that makes it possible for municipalities to step out of their standardised service routines and step into a more involving and flexible service offering.


participatory activity mapping; design tools; service routines


Abrams; J. & Hall; P. (2006). Else/Where: Mapping: New cartographies of networks and territories. University of Minnesota Press; 111 Third avenue south; suite 290; Minneapolis MN55401

Cohen; M. (2007). Reading Dewey: Reflections on the study of routine; Organisation Studies; 28; 773-786.

Eriksen; M. A. (2012) Material matters in co-designing : formatting & staging with participating materials in co-design projects; events & situations. Faculty of Culture and Society; Malmö University; 458; ISBN 978-91-7104-432-7

Horn; R.E. & Weber; R.P. (2007). New Tools For Resolving Wicked Problems. Retrieved from: http://www.strategykinetics.com/New_Tools_For_Resolving_Wicked_Problems.pdf

Krippendorff; K. (2006). The semantic turn: A new foundation for design. Boca Raton; FL: Taylor & Francis.

Rittel; H. & Webber M. (1973); Dilemmas in a General Theory of Planning; Policy Sciences; 4; Elsevier Scientific Publishing Company; Inc.; Amsterdam;. 155-169 [Reprinted in N. Cross (Ed.); Developments in Design Methodology; J. Wiley & Sons; Chichester; 1984; pp. 135- 144.]

Roberts; N.C. (2000). Wicked Problems and Network Approaches to Resolution; The International Public Management Review; 1(1); 1-19.

Sanders; E. B.-N. & Bo W. (2011). Experiencing; Exploring and Experimenting in and with Co-Design Spaces. In Proceedings of the Nordic Design Research Conference: ’Making Design Matter’; Helsinki: NORDES; 298–302.

Shostack; L. G. (1984). Design Services that Deliver. Harvard Business Review; January-February; 132-139.

Westerlund; B. (2009). Design Space Explorations; PhD Thesis; Stockholm: KTH.

Citeringar i Crossref