1 Designing an organisation’s design culture: How appropriation of service design tools and methods cultivates sustainable design capabilities in SMEs
Cathrine Seidelin, Stine Moeslund Sivertsen, Yvonne Dittrich
2 ‘Not Invented Here’: Organizational Misalignment as a Barrier to Innovation Implementation in Service Organizations
Joannes Barend Klitsie, Rebecca Anne Price, Sicco Santema
3 Proliferating Service Design in a large multi-cultural IT organization – an inside-out approach
Ravi Mahamuni, Sylvan Lobo, Bhaskarjyoti Das
4 Three perspectives on inclusive Service Design: user-centred, adaptive systems, and service logics
Yang Huan, Mattias Arvola, Stefan Holmlid
5 Robots in Service Design: Considering uncertainty in social interaction with robots
Johan Blomkvist, Sam Thellman, Tim Overkamp, Stefan Holmlid, Tom Ziemke
6 Holding it open: Building capacity for self-determined collaborative Service Design
Shana Agid, Gabrielle Bendiner-Viani, Ayesha Hoda, John Kefalas, Kerry MacNeil, Randy Martinez, Dilena Santos
7 Dignity as a principle of service design: a study of four perspectives on dignity and their applications to pedagogy
Miso Kim
8 Unpacking the nature of social structures as the materials of service design
Josina Vink, Kaisa Koskela-Huotari
9 Designing to facilitate and enrich human relationships for complex societal challenges
Mieke van der Bijl-Brouwer
10 Patterns of disruption: Diagnosing response mechanisms in actor networks
Vanessa Rodrigues, Stefan Holmlid and Johan Blomkvist
11 Designing in response to Indigenous sovereignties
Peter West
12 Experimenting with design tools for just public services
Paula Hardie
13 What the Popol Vuh can teach design
Ricardo Sosa
14 Challenges facing service design practitioners: a pilot study
Johan Blomkvist, Vanessa Rodrigues, Tim Overkamp
15 Service Design Drinks Milan: a case of local community building around service design
Martina Rossi, Chiara Leonardi, Luca Molinari, Marihum Pernía Parra
16 Combining machine learning and Service Design to improve customer experience
Niko Reunanen, Zeynep Falay von Flittner, Virpi Roto, Kirsikka Vaajakallio
17 Towards a unified framework of service transformation elements
Tim Overkamp
18 How to be Considerate: Adapting service design for use beyond the design studio
Chloe Sterland, Juliette Anich
19 Undo-Replay: re-scripting unsustainable toy consumption through value transference
Kathy Qian and Liam Fennessy
20 Embedding transparency on digital services: A case study of the food sector
Marcella Lomba, Aguinaldo dos Santos
21 Conceptual design framework for digital technology assisted service system
Kentaro Watanabe, Yusuke Kishita, Kaito Tsunetomo
22 Designing for informal services: a participatory approach to prevent sexual violence within a university
Bridget Malcolm
23 Practice notes on designing for change
Lisa Overton
24 Integration of service principles into the creative process of PSS: Application in an organizational case
Emanuela Lima Silveira, Aguinaldo dos Santos
25 Human Centred Design and ancient Hindu philosophy in the context of embracing diversity and building coherent working environments
Priyanka Rajwade
26 Design performativity in cultural service for creating social impact
Shu Hongming, Eleonora Lupo
27 Moving towards plurality: Unpacking the role of service design in relation to culture
Zhipeng Duan, Josina Vink, Simon Clatworthy
28 Service designing in psychiatric care
Melisa Duque, Laurene Vaughan, Sarah Pink, Shanti Sumartojo
29 The Emergency Department waiting room: towards a speculative service design framework
Troy McGee, Daphne Flynn, Selby Coxon and Rowan Page
30 Service Design in the Philippines: Tensions in Human-Centred Design and humane design
Beatrice V. Luna
31 From product centricity to services: Design workshops and maps as tools in strategy articulation
Olivia Harre and Lene Nielsen
32 Service Design for mediating technology and experience in Augmented Reality: A case study of a holistic AR travel service
Heng Zhang, Miso Kim, Chenrui Ye, Stephen Costa
33 Designing for behavioural and institutional changes
Masanao Takeyama, Kahoru Tsukui, Hiroshi Yamaguchi, Akihiro Sasaki, Satoshi Miyashita
34 The paradox of delivering professional design services: The plurality of value
Linus Tan
35 Current and future trajectories for Service Design education: Views from educators in academia
Begüm Becermen, Luca Simeone
36 Hear hear! Why sound in service design should matter
Ana Kustrak Korper, Vanessa Rodrigues, Johan Blomkvist, Stefan Holmlid
37 Do they (know they) need a service designer? An investigation of service design capabilities through the lens of the market1
Drude Emilie Holm Ehn, Amalia de Götzen, Luca Simeone, Nicola Morelli
38 The non-participatory patient
Juan Sanin
39 Understanding uptake to support mobile service design - towards a practical model to assess the uptake of a mobile application supporting clients with drug and alcohol addiction
John Murphy, Frederica Densley, Stuart Ross
40 Human Centred Service Design in the context of sport participation
Iva Halacheva
41 The hidden ‘co-designers’ of service: exploring policy instruments in e- messaging
Adeline Hvidsten
42 Being community and culturally-led: Tensions and pluralities in evaluating social innovation
Joyce Yee, Yoko Akama and Khemmiga Teerapong
43 Can design thinking techniques drive citizen engagement in public sector consultation?
Paul Blake, Lisa Marie Dema
44 Relational identities: how service co- design can help improve the minority experience and becoming ourselves
Nevena Balezdrova, Youngok Choi, Busayawan Lam
45 Service tools linking values with technology in a sustainable home refurbishment
Stella Boess
46 Overarching servitization processes in industrial manufacturing – a scoping review
Bart Bluemink, Lianne Simonse, Sicco Santema, Odeke Lenior
47 Actionable attributes of service design for business
Joanna Rutkowska, Froukje Sleeswijk Visser, David Lamas
48 Designing blockchain based services
Clive Grinyer
49 An application framework of service design for servitization
Peng Lu
50 Rethinking service design in addressing antimicrobial resistance in India
Delina Evans, Alison Prendiville
51 Operating under pressure: Alleviating hospital tensions through Service Design
Elle Miller, Christopher Rabineau, Kendra Rabineau
52 Emergency Department futures: a design investigation into ED waiting rooms
Troy McGee, Daphne Flynn, Selby Coxon and Rowan Page
53 Psychological safety in design: The role of leadership in creating optimal climates for innovation
Leander Kreltszheim, Jennifer Lennon
54 Uncomfortable immersion
Chloe Coelho
55 ‘Discovering the reason that underlies unreason’: Developing designers’ intuition to guide decision-making in the design process
Leander Kreltszheim
56 Artificial intelligence in sustainable food systems design
Stephanie Camarena
57 Sensory Design: Making sense of tensions, plurality and paradox in a culturally contested heritage site
Kate Storey
58 Flip, split or extend – helping ‘mum and dad developers’ navigate housing design processes
Nicholas Temov
59 Chief Design Officers in public organisations: What design leadership do we need in Singapore’s public organisations?
Debbie Ng Li Teng
60 Service Design meets Chinese Culture
Giulia Capriotti
61 Service delivery of architectural design services: An experience-centric analysis
Linus Tan
62 Adopting a service design approach in financial organisations
Virpi Kaartti
63 Work Right: Building a way to work together through Service Design
Nick Jumara
64 Categorising people: tensions in critical approaches to design
Kate McEntee
65 Telling stories: Moving beyond empathy tools to reciprocity
Giti Datt, Lucy Klippan, Helen Eason, Juanita Sherwood
66 Sounds good! Auditory representations in service design
Ana Kuštrak Korper, Vanessa Rodrigues, Johan Blomkvist, and Stefan Holmlid
67 Addressing echo chambers in Service Design with embodied methods
Josina Vink, Kaisa Koskela-Huotari and Martina Caic
68 A new social design framework to challenge assumptions in research projects in LMICs
Chamithri Greru, Alison Prendiville
69 Service transparency for sustainability in the food sector
Marcella Lomba, Aguinaldo dos Santos
70 The workers tarot. A tool for designer- worker solidarity
Lara de Sousa Penin, Antonia Yunge Soruco
71 Power in coffee: Disrupting practice for community-led change
Aiya Idris, Hania Yassin
72 Identifying best practice in remote co-design
Sarah Kaur, Misha Kaur, Emma Blomkamp
73 Real-Time Co-Analysis: Probing Lived Experiences and Analysing Material Data
Kelly Anderson, Yi Zhang
74 Quo vadis? Exploring the future of service design
Martina Caic, Ana Kuštrak Korper, Vanessa Rodrigues, Josina Vink, and Stefan Holmlid
75 Addressing tensions and paradoxes of my data. A Service Design perspective
Alessandro Carelli
76 Teu le Va (nurture the space) in-between intersectionality
Marion Muliaumaseali’i
77 Unblock the tension while implementing Service Design
Arthur Yeh, Yvonne Yam
78 Designing by ear
Courtney McKee, Polly Goodwin, Vildana Praljak, Andrew Ng
79 Strengthen emotional skills for service designers as facilitators
Mariluz Soto Hormazábal, Melanie Sarantou, Satu Miettinen
80 Process design: Designing impactful workshop experiences that engage and inspire
Kristina Aagaard
81 Bespoke tools for co-designing diverse & inclusive feminist futures
Allison Edwards, Hannah Korsmeyer
82 Service Design meets strategic action: exploring new tools for activating change
Laura Santamaria, Ksenija Kuzmina
83 The Playdate: Exploring how to host a learning exchange
Lisa Grocott, Ilya Fridman
