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Service Design in Practice
Mrs. Satu Miettinen, Professor of Applied Art and Design
satu.miettinen@ulapland.fi
Ms. Mira Al...
• Service design addresses services from
the perspective of users. It aims to
ensure that service interfaces are
useful, u...
• Service designers visualise, formulate,
and choreograph solutions to problems
that do not necessarily exist today; they
...
Debates in service design
Value co-creation,
role of design in
innovation process,
innovation and
design policies
(Sangior...
Juninger, S. (2012). Public Foundations of Service Design. Service Design with Theory. Discussion on Value, Societal
Chang...
• Service designers use methods where
the user is enabled and has the power
to influence a service design process.
• Co-de...
• Service design provides tools for user
engagement in public services. User-
led design, engagement of users and
co-desig...
Service Design Enables
• Continuing learning process through
its iterative working approach.
• Strong peer-to-peer learnin...
Service Design and Learning
Organizational
Learning
Converting Tacit
Knowledge to Explicit
Knowledge
New Understanding
Bas...
Co-Creative Team Work in SINCO
Experience-based Context
Creative Building
Analytical Thinking
Simulations
• Effective way to:
• Cooperate and discuss
• Make processes and practices visible
• Learn new skills and gain...
SINCO Learning Environment
SINCO and Related Areas
“quick and dirty”
“thinking with hands”
“serious play”
(Kelley, Brown)
Experience prototyping
(Buc...
My Dream World 1& 2 and Inari
Radical service innovation with the youth
& Constructing a prototype
The workshops develop m...
Methods
Storytelling probes with a magic wand
Arches of past and future
Personas
Mini-play
Storyboard
Photographic service...
Results/outcomes
Service concepts for the communities: sustainability concept and
teenage pregnancy prevency concept
Exhib...
Thank You!
Contact:
satu.miettinen@ulapland.fi and
mira.alhonsuo@ulapland.fi
Or read more about cases and
service prototyp...
Service design in practice
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Service design in practice

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Lecture at Umeå Design Institute 2014

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Service design in practice

  1. 1. Service Design in Practice Mrs. Satu Miettinen, Professor of Applied Art and Design satu.miettinen@ulapland.fi Ms. Mira Alhonsuo, Research Assintant Mira.alhonsuo@ulapland.fi University of Lapland, Faculty of Art and Design Rovaniemi, Finland
  2. 2. • Service design addresses services from the perspective of users. It aims to ensure that service interfaces are useful, usable and desirable from the client’s point of view and effective, efficient and distinctive from the supplier’s point of view.
  3. 3. • Service designers visualise, formulate, and choreograph solutions to problems that do not necessarily exist today; they observe and interpret requirements and behavioural patterns and transform them into possible future services.
  4. 4. Debates in service design Value co-creation, role of design in innovation process, innovation and design policies (Sangiorgi 2012) Value co-creation, role of design in innovation process, innovation and design policies (Sangiorgi 2012) Learning, transformational change (Kuure and Miettinen 2013) Learning, transformational change (Kuure and Miettinen 2013) Societal change, changes in the service delivery, user participation, co- design and co-production of services (Jäppinen 2011, Juninger 2012) Societal change, changes in the service delivery, user participation, co- design and co-production of services (Jäppinen 2011, Juninger 2012) Service design and design methods, visual, artistic and theoatrical methods, ideation, cocept design, concretizing, user particiaption, agile methods (Miettinen and Valtonen 2012, Miettinen and Koivisto 2009, Stickdorn, M. and Schneider, J. 2010, Rontti et al. 2012) Service design and design methods, visual, artistic and theoatrical methods, ideation, cocept design, concretizing, user particiaption, agile methods (Miettinen and Valtonen 2012, Miettinen and Koivisto 2009, Stickdorn, M. and Schneider, J. 2010, Rontti et al. 2012) Human centred design, user centred, user driven , community centred design ( Winschiers-Theophilus 2010) Human centred design, user centred, user driven , community centred design ( Winschiers-Theophilus 2010)
  5. 5. Juninger, S. (2012). Public Foundations of Service Design. Service Design with Theory. Discussion on Value, Societal Change and Methods. Lapland University Press. Jäppinen, T. (2011). Kunta ja käyttäjälähtöinen innovaatiotoiminta. Acta 230, Suomen Kuntaliitto. Helsinki. Kuure, E. & Miettinen, S. (2013). Learning through Action: Introducing the Innovative Simulation and Learning Environment Service Innovation Corner (SINCO). E-Learn 2013, 21-24 October 2013, Las Vegas, Nevada, USA. Miettinen, Satu and Valtonen, Anu (eds.) (2012). Service Design with Theory. Discussion on Value, Societal Change and Methods. Lapland University Press. Miettinen, Satu and Koivisto, Mikko (Eds.) (2009). Designing Services with Innovative Methods. Can be bought through Ellibs bookstore. Publication series University of Art and Design Helsinki B 93. Kuopio Academy of Design. Taitemia Publication Series 33. Otava. Keuruu. Rontti Simo, Miettinen Satu, Kuure Essi, Lindström Antti. (2012) A Laboratory Concept for Service Prototyping – Service InnovationCorner (SINCO).SERVDES2012. Service Design and Innovation Conference. Laurea University of Applied Sciences. Sangiorgi, D. (2012). Value co-creation in Design for Services . In. Miettinen, Satu and Valtonen, Anu (eds.): Service Design with Theory. Discussion on Value, Societal Change and Methods. Lapland University Press. Stickdorn, M. and Schneider, J. (2010).This is Service Design Thinking. Basics - Tools - Cases." Eds. BIS Publishers.2010. NL Winschiers-Theophilus, H., Chivuno-Kuria, S., Koch Kapuire, G., Bidwell, N. and Blake, E. (2010). Being participated: a community approach. Proceeding PDC '10 Proceedings of the 11th Biennial Participatory Design Conference Pages 1-10
  6. 6. • Service designers use methods where the user is enabled and has the power to influence a service design process. • Co-design work is carried out on a regular basis, and new innovative methods are developed to allow inclusion, creativity and engagement.
  7. 7. • Service design provides tools for user engagement in public services. User- led design, engagement of users and co-design are emphasized when designing for new social innovation.
  8. 8. Service Design Enables • Continuing learning process through its iterative working approach. • Strong peer-to-peer learning process through co-design approach. • Technology-aided learning process through simulations. And it can be used to redesign pedagogical processes.
  9. 9. Service Design and Learning Organizational Learning Converting Tacit Knowledge to Explicit Knowledge New Understanding Based on Experiences Peer-to-peer Learning Group Learning Individual Learning Collaborative Knowledge Construction Learning-by-doing Knowledge Transfer in the Context of Co- Design Active Learning And simulations!
  10. 10. Co-Creative Team Work in SINCO Experience-based Context Creative Building Analytical Thinking
  11. 11. Simulations • Effective way to: • Cooperate and discuss • Make processes and practices visible • Learn new skills and gain contextual knowledge • Make decisions • In service design simulations are often called prototypes. • Prototypes can be used in discovery, creation, evaluation, and implementing phases.
  12. 12. SINCO Learning Environment
  13. 13. SINCO and Related Areas “quick and dirty” “thinking with hands” “serious play” (Kelley, Brown) Experience prototyping (Buchenau & Fulton Suri 2000) Theatrical methods (Penin & Tonkinwise) Simulation (Makino, Pillan) Model making UI technologies Service design process (ENGINE, Mager, Oosterom, Moritz…) Agile development Visualizing Co-creation Participatory design Rapid prototyping (Chua et al.) SINCO prototyping laboratory Service Prototyping (Blomkvist, Holmlid, Vaahtojärvi…) Design thinking Interaction design (Saffer, Moggridge…)
  14. 14. My Dream World 1& 2 and Inari Radical service innovation with the youth & Constructing a prototype The workshops develop methods that help youths to promote the participation of other youths and interest groups in the development of their community services by means of art and creativity. The goal of the project is to find new ways to promote the participation of youths in reforming the service structure of their communities and to emphasize the role of youths as developers of their own communities. Together with the youths, the workshop produces a plan to adopt the developed tools and methods into the practices of the youths and their community.
  15. 15. Methods Storytelling probes with a magic wand Arches of past and future Personas Mini-play Storyboard Photographic service journey Hero’s journey Service touchpoints for the sustainability concept
  16. 16. Results/outcomes Service concepts for the communities: sustainability concept and teenage pregnancy prevency concept Exhibition in Arktikum Installation of the service prototype Cape Town Research data: Transcriped material: group interviews, participant interviews, photographs Hero’s journey:
  17. 17. Thank You! Contact: satu.miettinen@ulapland.fi and mira.alhonsuo@ulapland.fi Or read more about cases and service prototyping from www.sinco.fi

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