Service Design and Innovation. An introduction.
on January 22nd 2020
by Dr. Daniela Sangiorgi and Dr. Lia Patricio
https://www.linkedin.com/in/daniela-sangiorgi-6749aa1b/
https://www.linkedin.com/in/lia-patr%C3%ADcio-bb0761/
The document discusses developing design capabilities in organizations. It explores diluting or condensing design skills, and how design capabilities can be developed and sustained. Key questions addressed include what design capabilities mean, how they can be diffused in organizations, and the limitations of different approaches. Case studies of design capabilities in technology companies, healthcare, consultancies, and the public sector are also summarized. Challenges discussed include addressing context limitations, legitimizing design roles, lack of knowledge transfer strategies, and building trust with users.
This project received funding from the European Union to apply a service design approach to innovation in utility service ecosystems. Service design was used to understand stakeholders in the current utility ecosystem and develop ideas to address transformation forces. Interviews and modeling provided insight into customer and partner experiences. Ideation workshops generated concepts for a service platform to help the utility become a keystone player by integrating partner contributions into coherent service solutions. The project concluded service design is well-suited to address the complex challenges of transforming utility ecosystems.
Horrors and heroes of building design capabilities in organizations: an industry experience
on February 12th 2020
by Marzia Aricò and Alexandra Coutsoucos – Livework
https://www.linkedin.com/in/marziaarico/
https://www.linkedin.com/in/alexandracoutsoucos/
Andy Neely, Director Cambridge Serivce Alliance in conversation with Yassi Mo...ALessio Patatìn
Andy Neely, Director Cambridge Serivce Alliance in conversation with Yassi Moghaddam, Executive Director, ISSIP, Innovating Your Business Model for Service Success
Service Dominant Logic. Changing Perspective, Revising the Toolbox - Nicola M...ServDes
This document discusses the shift from a product-dominant logic to a service-dominant logic in design. In a service-dominant approach, value is co-created with customers through interactions rather than embedded in outputs alone. Design must focus on enabling value co-creation by providing frameworks, processes, and tools to activate users and foster collaboration within innovation ecosystems. This requires moving from expert design to diffuse design and considering three levels of action: value in use through interactions, infrastructure like processes and organization, and governance including policies and scaling. New tools are needed like conversation tools, prototypes, narratives, and methods for mapping actors and value creation to support a service-dominant approach.
Digital twin enabled services – digital twins and future trendsShaun West
We need to understand digital twins and how they can help us before we can consider future trends and applications.
- Digital twins and complex systems
- Digital twins help us to make decisions and act
- Digital twins must support different outlooks
- Digital twin design
This document summarizes a presentation by Dr. James Spohrer on platform technologies and smart service systems. Dr. Spohrer discusses how technology platforms and smart service systems can rapidly scale the benefits of new knowledge globally. He presents an innovation framework that includes universities, startups, technology platforms, integrators, and customers working together. The goal is to find a "Moore's Law for Service System Scaling" to spread the benefits of new knowledge faster through customers as co-creators.
The document discusses developing design capabilities in organizations. It explores diluting or condensing design skills, and how design capabilities can be developed and sustained. Key questions addressed include what design capabilities mean, how they can be diffused in organizations, and the limitations of different approaches. Case studies of design capabilities in technology companies, healthcare, consultancies, and the public sector are also summarized. Challenges discussed include addressing context limitations, legitimizing design roles, lack of knowledge transfer strategies, and building trust with users.
This project received funding from the European Union to apply a service design approach to innovation in utility service ecosystems. Service design was used to understand stakeholders in the current utility ecosystem and develop ideas to address transformation forces. Interviews and modeling provided insight into customer and partner experiences. Ideation workshops generated concepts for a service platform to help the utility become a keystone player by integrating partner contributions into coherent service solutions. The project concluded service design is well-suited to address the complex challenges of transforming utility ecosystems.
Horrors and heroes of building design capabilities in organizations: an industry experience
on February 12th 2020
by Marzia Aricò and Alexandra Coutsoucos – Livework
https://www.linkedin.com/in/marziaarico/
https://www.linkedin.com/in/alexandracoutsoucos/
Andy Neely, Director Cambridge Serivce Alliance in conversation with Yassi Mo...ALessio Patatìn
Andy Neely, Director Cambridge Serivce Alliance in conversation with Yassi Moghaddam, Executive Director, ISSIP, Innovating Your Business Model for Service Success
Service Dominant Logic. Changing Perspective, Revising the Toolbox - Nicola M...ServDes
This document discusses the shift from a product-dominant logic to a service-dominant logic in design. In a service-dominant approach, value is co-created with customers through interactions rather than embedded in outputs alone. Design must focus on enabling value co-creation by providing frameworks, processes, and tools to activate users and foster collaboration within innovation ecosystems. This requires moving from expert design to diffuse design and considering three levels of action: value in use through interactions, infrastructure like processes and organization, and governance including policies and scaling. New tools are needed like conversation tools, prototypes, narratives, and methods for mapping actors and value creation to support a service-dominant approach.
Digital twin enabled services – digital twins and future trendsShaun West
We need to understand digital twins and how they can help us before we can consider future trends and applications.
- Digital twins and complex systems
- Digital twins help us to make decisions and act
- Digital twins must support different outlooks
- Digital twin design
This document summarizes a presentation by Dr. James Spohrer on platform technologies and smart service systems. Dr. Spohrer discusses how technology platforms and smart service systems can rapidly scale the benefits of new knowledge globally. He presents an innovation framework that includes universities, startups, technology platforms, integrators, and customers working together. The goal is to find a "Moore's Law for Service System Scaling" to spread the benefits of new knowledge faster through customers as co-creators.
Servitization of office lighting in the context of IoTShaun West
The document describes a study on developing new IoT services for lighting manufacturers facing pressure from commoditization. A four-step methodology was used: 1) understanding the ecosystem through internal workshops and external interviews, 2) ideating service ideas, 3) designing service blueprints, and 4) assessing capabilities. Five service blueprints identified key capabilities. The process helped the manufacturer understand customer value and how to create new value through digital services and capabilities. Further research is needed on testing prototypes and communicating the lessons to managers.
Hidden services in the lighting industry - from free to feeShaun West
The document discusses identifying hidden services provided for free by manufacturers and transforming them into new fee-based service offerings. A four step methodology was used that included understanding customers, identifying hidden services, segmentation, and developing new offers. Interviews and journey mapping revealed services like consultations and returns that were undervalued. This provided a foundation for new modular service packages tailored to customer needs. It was concluded that hidden services can be transformed from free to fee-based to increase revenue if bundled and unbundled effectively based on customer value perceptions.
Digital twins as an enabler for servicesShaun West
WinLink Breakfast meeting Wintertur, 7 November 2019
Shaun West & Oliver Stoll (HSLU)
Jürg Meierhofer (ZHAW)
To described what a Digital Twin is and how it can be transformed to a Smart Service Twin that supports service delivery.
- Describe what a Digital Twin is and what it can do
- Demonstrate that Digital Twins are a service enabler
- Provide examples of Smart Twins develop in Switzerland
- Provide you with a pathway for Smart Twin development
The workshop aimed to demonstrate how embedding agile methodologies and coaches can benefit policy teams. Attendees would participate in interactive exercises using agile techniques to address user needs. They would experience first-hand how agile principles of iterative development and prioritizing user research could apply to policy work. The Ministry of Justice team hoped to show how their experiments trialling agile approaches yielded benefits like increased focus on delivery and empowerment of teams.
DigIn Webinar on Business Models- nov 2020JuliaLarsson2
Due to digitalization one of the main challenges businesses face, are changes in their business models. This slidedeck was presented at a webinar hosted of the DigIn Project (Digital Innovation of Business Models), to guide you through the basics of business models in B2B contexts and highlight the opportunities presented by digitalization.
The document discusses several key topics related to service science:
1. It defines service science as the study of complex service systems, which are dynamic configurations of resources like people, technologies, organizations and information.
2. It emphasizes the importance of an interdisciplinary approach to service science research and education.
3. It calls for stakeholders in education, business, government and other areas to work together to advance service science and address gaps through funding research, developing skills and tools, and creating service innovation roadmaps.
This document discusses service systems engineering (SSE). It defines SSE as a trans-disciplinary field that studies enterprise-customer interactions from socio-economic and technological perspectives to enable value co-creation. The document outlines several topics within SSE knowledge areas, including the fundamentals and properties of services, the scope and value of SSE, and SSE stages. It emphasizes that SSE requires collaboration between different stakeholders and resources to prioritize customer satisfaction in service design and delivery.
How can public sector innovation help to meet global challenges?Policy Lab
This document summarizes a presentation by Dr. Andrea Siodmok on how public sector innovation can help address global challenges. It discusses various roles governments can take to support innovation, including being a leader, regulator, funder, provider, steward, and customer. It also outlines styles of government intervention on a spectrum from low-level to large-scale. Additionally, the presentation explores conceptualizing future scenarios, shifting services online, and the role of experimentation and a challenge ecosystem in driving public sector innovation.
Apms 2020 using sdl to value smart servicesOliver Stoll
This presentation summarizes research using Service Dominant logic to assess the value co-creation of smart services. It describes a case study of a printing company developing a digital printing as a service. Tools like a case/actor matrix and rating matrix were used to identify stakeholders, contexts, and potential values at different development phases. The research found value is dependent on complex networks and contexts. Capturing value co-creation remains challenging but iterative assessment can improve understanding. Further research is needed on customer value perception and incorporating Service Dominant logic into practical frameworks.
A Representation Framework of Product-Service Systems for Classification and ...ServDes
This document presents a framework for representing and classifying Product-Service Systems (PSS). It describes existing classifications of PSS offerings and servitization processes. It then introduces a new representation framework with 12 dimensions for PSS design, including value space, product space, customer space, and others. Each dimension is defined and an example for a smart lighting customization service is provided. The framework aims to provide guidelines for PSS design and integration of products and services.
KIBS - Knowledge Intensive Business Services - role in innovation systemsIan Miles
This document provides an overview of knowledge intensive business services (KIBS). It begins with definitions of KIBS and discusses their classification. KIBS are distinguished by their reliance on professional knowledge and graduate employees. The document examines KIBS roles in supporting business processes and innovation through knowledge exchange with clients. It analyzes KIBS knowledge types, application of knowledge to problem solving, and degree of standardization versus customization in services. Finally, the document frames KIBS as knowledge intermediaries and discusses their functions in innovation systems.
Apms 2020 the successful commercialization of a digital twin in an industrial...Oliver Stoll
This presentation summarizes a paper on the successful commercialization of a digital twin in an industrial product service system. It describes how an industrial project partner used a framework called Data2Action (D2A) to structure problem description and solution development, which allowed them to focus on value co-creation. A key challenge was capturing the complex value constructs in such systems. Service Dominant Logic helped identify value but translation to traditional Goods Dominant Logic views, like for procurement, remained difficult. The case study provided lessons on understanding customer value through co-creation and testing, but more practical frameworks incorporating Service Dominant Logic are still needed.
Mathieu de Poorter: Digital skills transformationEPR1
The document summarizes a presentation on digital skills transformation in the social services sector of Wallonia, Belgium. It discusses research from the DIGI-SERV study on the impacts of digitalization on care services. It also outlines the DigitalEES project, a partnership to guide the digital transformation of social economy enterprises through a six-step methodology including assessing maturity, developing plans, and providing support and promotion. Key learnings are that success relies on stakeholders assimilating technology throughout the process in a way that reinforces social aims, and requires partners to equip workers with relevant skills.
Understanding the barriers that are slowing the digital transformation?Shaun West
Firms have found that there are challenges to adopting new ways of working
... what are the barriers in a Swiss-centric
industrial context?
... how to support firms to overcome these challenges?
Industrie 2025, F&E Konferenz zur Industrie 4.0 5 February 2020
While business model innovation has been widely accepted as an innovation category on its own, its problem-solving potential is still unexplored. We argue that business model innovation can be applied beyond single firms, i.e. on the value network level, to find systemic solutions to “wicked” problems. A framework and method for sustainable business model innovation for value networks are proposed: the former building on the concept of normative management, the latter on a “mainstream” business modelling tool. This method was applied and evaluated in a workshop series on regional energy networks in Germany. We review the literature on sustainable business models, provide the theoretical background of normative innovation management, describe the workshops, and reflect on the lessons learned from theory and practice. We conclude that the best starting point for systemic sustainability innovations lies beyond single firms within networks built on shared goals and normative values.
Co-creating product-service system value through ecosystem engagementShaun West
Despite smart technologies play a fundamental role to enable the creation of Product Service System (PSS) value, the engagement of all the ecosystem actors represents a critical issue to transform data into information and knowledge. In this paper, a process for helping companies understand the complexities of how to integrate smart technologies into their existing offerings to provide the customer with the value that they are expecting is proposed. The process is built upon a mixed research methodology consisting of literature review, case studies and a survey. The process is composed by five main phases and supports ecosystem engagement in PSS value creation.
Analysis and Findings on Innovation Creation MethodologiesYuriko Sawatani
This document summarizes a survey of innovation creation methodologies used in various university programs in Japan. The survey found that most programs focused on design thinking and business modeling and included students from a variety of disciplines. Analysis of the programs identified three clusters: those focused on business development after problem identification; those taking problems through to business models; and some resembling traditional MBA programs. The results provide insight into common approaches and how programs are addressing different phases of the innovation process.
Naples forum solving service_science 20190605 v15ISSIP
This document provides an overview of a presentation given by Jim Spohrer on solving service science. Some key points:
- Spohrer discusses what it means to "solve" a discipline like service science, which involves understanding service systems.
- Other disciplines like artificial intelligence, economics, and law must also be solved to make progress on service science.
- Several books are mentioned that could help with solving service science, including ones about artificial intelligence, social justice, and multidisciplinary thinking.
- The presentation touches on service-dominant logic, the study of service systems as complex adaptive entities, and the goal of service science to understand and improve these systems.
Partners in Technology - Opportunities for delivering better ICT services Digital Queensland
Partners in Technology Briefing 2 August 2019
Michael O’Leary
Assistant Director-General, Information and Technologies and Chief Information Officer
Department of Education
How can we enable human-centered service innovation? A service design perspective (Story 1)
Cecilia Lee
https://www.linkedin.com/in/cecilialeegeneva/
Utpal Mangla
https://www.linkedin.com/in/utpal-mangla-b748541/
Service design supports manufacturing servitization by:
1. Using user-centered techniques to better understand customers and value networks.
2. Representing service systems and customer journeys to visualize how value is co-created.
3. Creating value propositions centered on customer experiences rather than technologies.
While companies saw benefits, challenges included unfamiliar service design lexicon and difficulty accessing customer insights for B2B. Further research through implementing concepts is needed to fully study service design's impact on servitization.
Servitization of office lighting in the context of IoTShaun West
The document describes a study on developing new IoT services for lighting manufacturers facing pressure from commoditization. A four-step methodology was used: 1) understanding the ecosystem through internal workshops and external interviews, 2) ideating service ideas, 3) designing service blueprints, and 4) assessing capabilities. Five service blueprints identified key capabilities. The process helped the manufacturer understand customer value and how to create new value through digital services and capabilities. Further research is needed on testing prototypes and communicating the lessons to managers.
Hidden services in the lighting industry - from free to feeShaun West
The document discusses identifying hidden services provided for free by manufacturers and transforming them into new fee-based service offerings. A four step methodology was used that included understanding customers, identifying hidden services, segmentation, and developing new offers. Interviews and journey mapping revealed services like consultations and returns that were undervalued. This provided a foundation for new modular service packages tailored to customer needs. It was concluded that hidden services can be transformed from free to fee-based to increase revenue if bundled and unbundled effectively based on customer value perceptions.
Digital twins as an enabler for servicesShaun West
WinLink Breakfast meeting Wintertur, 7 November 2019
Shaun West & Oliver Stoll (HSLU)
Jürg Meierhofer (ZHAW)
To described what a Digital Twin is and how it can be transformed to a Smart Service Twin that supports service delivery.
- Describe what a Digital Twin is and what it can do
- Demonstrate that Digital Twins are a service enabler
- Provide examples of Smart Twins develop in Switzerland
- Provide you with a pathway for Smart Twin development
The workshop aimed to demonstrate how embedding agile methodologies and coaches can benefit policy teams. Attendees would participate in interactive exercises using agile techniques to address user needs. They would experience first-hand how agile principles of iterative development and prioritizing user research could apply to policy work. The Ministry of Justice team hoped to show how their experiments trialling agile approaches yielded benefits like increased focus on delivery and empowerment of teams.
DigIn Webinar on Business Models- nov 2020JuliaLarsson2
Due to digitalization one of the main challenges businesses face, are changes in their business models. This slidedeck was presented at a webinar hosted of the DigIn Project (Digital Innovation of Business Models), to guide you through the basics of business models in B2B contexts and highlight the opportunities presented by digitalization.
The document discusses several key topics related to service science:
1. It defines service science as the study of complex service systems, which are dynamic configurations of resources like people, technologies, organizations and information.
2. It emphasizes the importance of an interdisciplinary approach to service science research and education.
3. It calls for stakeholders in education, business, government and other areas to work together to advance service science and address gaps through funding research, developing skills and tools, and creating service innovation roadmaps.
This document discusses service systems engineering (SSE). It defines SSE as a trans-disciplinary field that studies enterprise-customer interactions from socio-economic and technological perspectives to enable value co-creation. The document outlines several topics within SSE knowledge areas, including the fundamentals and properties of services, the scope and value of SSE, and SSE stages. It emphasizes that SSE requires collaboration between different stakeholders and resources to prioritize customer satisfaction in service design and delivery.
How can public sector innovation help to meet global challenges?Policy Lab
This document summarizes a presentation by Dr. Andrea Siodmok on how public sector innovation can help address global challenges. It discusses various roles governments can take to support innovation, including being a leader, regulator, funder, provider, steward, and customer. It also outlines styles of government intervention on a spectrum from low-level to large-scale. Additionally, the presentation explores conceptualizing future scenarios, shifting services online, and the role of experimentation and a challenge ecosystem in driving public sector innovation.
Apms 2020 using sdl to value smart servicesOliver Stoll
This presentation summarizes research using Service Dominant logic to assess the value co-creation of smart services. It describes a case study of a printing company developing a digital printing as a service. Tools like a case/actor matrix and rating matrix were used to identify stakeholders, contexts, and potential values at different development phases. The research found value is dependent on complex networks and contexts. Capturing value co-creation remains challenging but iterative assessment can improve understanding. Further research is needed on customer value perception and incorporating Service Dominant logic into practical frameworks.
A Representation Framework of Product-Service Systems for Classification and ...ServDes
This document presents a framework for representing and classifying Product-Service Systems (PSS). It describes existing classifications of PSS offerings and servitization processes. It then introduces a new representation framework with 12 dimensions for PSS design, including value space, product space, customer space, and others. Each dimension is defined and an example for a smart lighting customization service is provided. The framework aims to provide guidelines for PSS design and integration of products and services.
KIBS - Knowledge Intensive Business Services - role in innovation systemsIan Miles
This document provides an overview of knowledge intensive business services (KIBS). It begins with definitions of KIBS and discusses their classification. KIBS are distinguished by their reliance on professional knowledge and graduate employees. The document examines KIBS roles in supporting business processes and innovation through knowledge exchange with clients. It analyzes KIBS knowledge types, application of knowledge to problem solving, and degree of standardization versus customization in services. Finally, the document frames KIBS as knowledge intermediaries and discusses their functions in innovation systems.
Apms 2020 the successful commercialization of a digital twin in an industrial...Oliver Stoll
This presentation summarizes a paper on the successful commercialization of a digital twin in an industrial product service system. It describes how an industrial project partner used a framework called Data2Action (D2A) to structure problem description and solution development, which allowed them to focus on value co-creation. A key challenge was capturing the complex value constructs in such systems. Service Dominant Logic helped identify value but translation to traditional Goods Dominant Logic views, like for procurement, remained difficult. The case study provided lessons on understanding customer value through co-creation and testing, but more practical frameworks incorporating Service Dominant Logic are still needed.
Mathieu de Poorter: Digital skills transformationEPR1
The document summarizes a presentation on digital skills transformation in the social services sector of Wallonia, Belgium. It discusses research from the DIGI-SERV study on the impacts of digitalization on care services. It also outlines the DigitalEES project, a partnership to guide the digital transformation of social economy enterprises through a six-step methodology including assessing maturity, developing plans, and providing support and promotion. Key learnings are that success relies on stakeholders assimilating technology throughout the process in a way that reinforces social aims, and requires partners to equip workers with relevant skills.
Understanding the barriers that are slowing the digital transformation?Shaun West
Firms have found that there are challenges to adopting new ways of working
... what are the barriers in a Swiss-centric
industrial context?
... how to support firms to overcome these challenges?
Industrie 2025, F&E Konferenz zur Industrie 4.0 5 February 2020
While business model innovation has been widely accepted as an innovation category on its own, its problem-solving potential is still unexplored. We argue that business model innovation can be applied beyond single firms, i.e. on the value network level, to find systemic solutions to “wicked” problems. A framework and method for sustainable business model innovation for value networks are proposed: the former building on the concept of normative management, the latter on a “mainstream” business modelling tool. This method was applied and evaluated in a workshop series on regional energy networks in Germany. We review the literature on sustainable business models, provide the theoretical background of normative innovation management, describe the workshops, and reflect on the lessons learned from theory and practice. We conclude that the best starting point for systemic sustainability innovations lies beyond single firms within networks built on shared goals and normative values.
Co-creating product-service system value through ecosystem engagementShaun West
Despite smart technologies play a fundamental role to enable the creation of Product Service System (PSS) value, the engagement of all the ecosystem actors represents a critical issue to transform data into information and knowledge. In this paper, a process for helping companies understand the complexities of how to integrate smart technologies into their existing offerings to provide the customer with the value that they are expecting is proposed. The process is built upon a mixed research methodology consisting of literature review, case studies and a survey. The process is composed by five main phases and supports ecosystem engagement in PSS value creation.
Analysis and Findings on Innovation Creation MethodologiesYuriko Sawatani
This document summarizes a survey of innovation creation methodologies used in various university programs in Japan. The survey found that most programs focused on design thinking and business modeling and included students from a variety of disciplines. Analysis of the programs identified three clusters: those focused on business development after problem identification; those taking problems through to business models; and some resembling traditional MBA programs. The results provide insight into common approaches and how programs are addressing different phases of the innovation process.
Naples forum solving service_science 20190605 v15ISSIP
This document provides an overview of a presentation given by Jim Spohrer on solving service science. Some key points:
- Spohrer discusses what it means to "solve" a discipline like service science, which involves understanding service systems.
- Other disciplines like artificial intelligence, economics, and law must also be solved to make progress on service science.
- Several books are mentioned that could help with solving service science, including ones about artificial intelligence, social justice, and multidisciplinary thinking.
- The presentation touches on service-dominant logic, the study of service systems as complex adaptive entities, and the goal of service science to understand and improve these systems.
Partners in Technology - Opportunities for delivering better ICT services Digital Queensland
Partners in Technology Briefing 2 August 2019
Michael O’Leary
Assistant Director-General, Information and Technologies and Chief Information Officer
Department of Education
How can we enable human-centered service innovation? A service design perspective (Story 1)
Cecilia Lee
https://www.linkedin.com/in/cecilialeegeneva/
Utpal Mangla
https://www.linkedin.com/in/utpal-mangla-b748541/
Service design supports manufacturing servitization by:
1. Using user-centered techniques to better understand customers and value networks.
2. Representing service systems and customer journeys to visualize how value is co-created.
3. Creating value propositions centered on customer experiences rather than technologies.
While companies saw benefits, challenges included unfamiliar service design lexicon and difficulty accessing customer insights for B2B. Further research through implementing concepts is needed to fully study service design's impact on servitization.
Services have rapidly become a central topic of both concern and interest in research and business. Both the public and the private sector are facing increasing demand, cost, and quality challenges in their attempts to deliver services effectively and efficiently. The changing structure of the population, growing competition and mobility through globalisation, and new opportunities for services’ digitalisation are among the factors forcing us to re-knit the web of services needed for enabling a sustainable operation environment for companies, providing citizens with adequate conditions for good quality of life, and protecting our environment from overload caused by human activity.
This collection of highlights of VTT’s service research illustrates the versatility of service research. Service research has become a theme under which synthesis of traditionally separate research domains thrives. These range from industrial manufacturing to safety and security, from information and communication technologies to the building sector, and from media studies to public-sector innovations. Service research brings researchers from many disciplines together to discuss innovation, design, development, and adoption of services in diverse domains, enabled by emerging technological breakthroughs.
[Serv des2018] different journeys towards embedding design in local governmen...Inbo Kang
This document discusses three local councils in England that have taken different approaches to embedding design in their organizations. It aims to identify why the councils tried to embed design, what factors influenced their different journeys, and what challenges they faced. The councils implemented design to varying degrees from discrete projects to building broader design capabilities. Challenges included developing design skills among staff and changing organizational culture to support collaborative ways of working.
A quick overview of service design by Nick Marsh of Engine service design. What is service design? Why is it? Where's it going next?
Delivered at HyperIsland, Stockholm, September 2007
Service design addresses improving services from the user's perspective. It aims to ensure interfaces are useful, usable, and desirable for users, and effective, efficient and distinctive for suppliers. Service designers visualize and design solutions to problems that may not currently exist by observing behaviors and transforming insights into new services. Service design uses co-design methods that empower users to influence the design process through engagement and inclusion. It provides tools for user involvement in public services through approaches like user-led design. Service design is an iterative process that facilitates continuous learning through experiences and peer-to-peer learning.
This document outlines a service design project conducted at Brightwater Oats Street, an acquired brain injury rehabilitation facility. The project used co-creation workshops involving staff and clients to map the client journey, identify opportunities for improvement, and develop a service blueprint. Participants engaged in activities like mind mapping, journey mapping, and testing a prototype blueprint. The outcome was a finalized blueprint and set of recommendations to enhance the client experience through better information sharing and increased involvement of all stakeholders.
This document summarizes a master's thesis that designed a digital service concept for a professional business service organization called Työeläkelakipalvelu. The thesis aimed to address organizational challenges, facilitate knowledge sharing, and improve customer experience. It used service design methods like stakeholder mapping, SWOT analysis, user journey mapping and prototyping. Interviews and focus groups provided empirical data. The resulting service concept created value for both customers and the service provider by serving as a platform for exchanging information and contacts related to earnings-related pensions.
This document outlines a master's thesis that designed a digital service concept for a professional business service organization called Työeläkelakipalvelu. The thesis sought to address organizational challenges, facilitate knowledge sharing, and improve customer experience through a service design approach. Empirical data was collected through expert interviews and focus groups to understand stakeholders and users. Various service design tools and processes were used to generate concepts, including stakeholder mapping, affinity diagrams, SWOT analysis, feature trees, prototyping, and use cases. The resulting service concept aims to create value for both the service provider and users by serving as a platform to enable exchanges between staff and customers in the field of earnings-related pensions.
This document summarizes a presentation on combining creativity and efficiency in service innovation. The presentation discusses:
1) What service innovation is and why it is important for economic growth and competitiveness.
2) Combining customer-driven and employee-driven innovation approaches to develop new services.
3) Using foresight and futures tools to help innovators design services to meet future customer needs.
4) The need for policy support to promote service sector innovation.
Designing a Digital Service Concept for a Professional Business ServiceSofia Nyyssönen
Professional and knowledge-intensive service organizations are concepts that are sometimes used interchangeably. Both concepts refer to expert services that rely on a substantial body of complex knowledge, which is often seen to be characteristics of highly skilled employees. The project investigates the potential of service design to design a digital service concept for professional services that retains knowledge and applies insights that could noticeably improve the effectiveness of or-ganizations. The focus is on the customer’s value creating processes, where value emerges for customers and is perceived by them. Service design is a process that implies work on projects to integrate new service systems into organisations.
Brief overview of the findings and practical issues encountered by a formative evaluation of codesign in the Smart Cities project.
There is an associated guideline document available through the smartcities account
The document discusses co-design in the context of smart cities initiatives. It defines co-design as involving concrete collaboration with stakeholders to transform public services based on what end users want rather than just technological capabilities. Co-design can include various types of involvement like working with other municipalities, agencies, suppliers, citizens. Tools for co-design mentioned include meetings, workshops, surveys, focus groups, and process mapping. Lessons discussed are the importance of considering related concepts, building long-term trusting relationships, and effective communication and sharing of results.
Iteration and co-creation connect the broad field of service designSatu Miettinen
Service design is a method for developing services and service businesses. The role of the service designer is to acquire user knowledge through various tools and visualize the service experience with social skills, empathy, creativity, and visual thinking. Service design uses design thinking and coordination to create service concepts and innovate new service opportunities. The service design process involves understanding user and business needs, observing and profiling users to create empathy, developing ideas through prototyping, and implementing and improving services through participation.
Service Design Impact Report - Health SectorEmma Patel
Läs om hur Handlar om hur servicedesign påverkar utvecklingen av vård, hälsa och omsorg utifrån ett globalt perspektiv.
Gustav Gullberg Transformator Design, har ingått i redaktörsrådet
This doctoral dissertation examines how service design can contribute to more resilient and democratic economic models during times of socio-economic crisis. The research was motivated by seeing skilled young professionals affected by the 2008 crisis unable to use their skills. The theoretical framework combines economics, sociology, and design. Through participatory action research including interviews and co-design sessions, a collaborative service model called "Credita Social Currency" was developed to facilitate skills-sharing and collaboration. The results demonstrate how service design can help create alternative economic systems to support people during crises.
'활동적 고령화를 위한 디자인 주도 혁신'
Making ageing better
DAA : Design led Innovations for Active Ageing
연구기간 : 2012년초~2014년 3월.
예산 : 약 30억원.(2.18백만유로)
배경 : 세계디자인수도 헬싱키 2012의 일환으로 추진된 프로젝트
목적 : 서비스디자인 방법으로 디자인적 문제발견, 솔루션 제시를 함으로써 공공부문 혁신 솔루션으로서 디자인 역할의 발견
헬싱키, 바르셀로나, 베를린, 스톡홀롬 등 유럽 8개 도시에서 수행되었던 '활동적 고령화' 프로젝트 - DAA(Design led Innovations for Active Ageing) 사례 소개
보고서 출처 : http://www.culminatum.fi/tiedostot/upl/DAAbooklet100414.pdf
This document summarizes a research article about the relationship between creativity and standardization in knowledge-intensive business services (KIBS). The researchers studied a design company called Idiom to analyze how it balances customization and standardization. They found that Idiom uses a standardized "business design" working method with three project phases to support its creative output. This working method allows for customized solutions while maintaining quality and productivity standards. The researchers concluded that creativity-based KIBS can effectively couple creativity with standardization by codifying certain parts of their working processes.
This document provides an overview of a workshop on service design for new faculty and PhD students. The workshop introduces participants to key concepts in service design, including what constitutes a service system, factors to consider when designing services, and various design methods. The workshop also discusses teaching service design and potential areas for future research. The target audience is new faculty, PhD students, and faculty teaching service science and design courses.
Similar to 20200122 daniela sangiorgi sd sd speaker-series-01--introduction-to-sdin-1 (20)
EIT Digital Course - Generative AI Essentials
URL: https://professionalschool.eitdigital.eu/generative-ai-essentials
Second Version (Most Recent) - May 29, 2024
Presentation:
Recording: https://youtu.be/_1X6bRfOqc4
Article (20240514 - EIT Digital) - https://www.eitdigital.eu/newsroom/grow-digital-insights/personal-ai-digital-twins-the-future-of-human-interaction/
Jim Spohrer YouTubes
JCS Reid Hoffman meets his AI twin - URL: https://youtu.be/rgD2gmwCS10
JCS Jim Twin V1 YouTube English - URL : https://youtu.be/T4S0uZp1SHw
JCS Jim Twin V2 YouTube French - URL: https://youtu.be/02hCGRJnCoc
Jensen Huang (Founder & CEO Nvidia) at Stanford talking about H100
URL: https://www.youtube.com/watch?v=cEg8cOx7UZk
JCS AI Digital Twins of People (blog post) - https://service-science.info/archives/6612
First Version (Oldest) - Nov 27, 2023
Presentation - https://www.slideshare.net/slideshow/eitdigitalspohreraiintro-20231128-v1pptx/263977452
JCS Reflecting on Generative AI - https://service-science.info/archives/6521
T-Shaped Professionals:
The Past, Present, and Future of MyT-Me Development
by
Louis E. Freund, Jim Spohrer, Pavel Savva, Yash Gandhi
AHFE - HSSE 2024
Presented by
Lou Freund, Ph.D.
ISSIP Fellow
Professor Emeritus
San José State University
LEFreund@T-ShapeSolutions.com
Lou Freund's LinkedIn Profile: https://www.linkedin.com/in/louis-freund-05150518/
Recording: https://youtu.be/ZRYY85NxX8I
Slides: https://www.slideshare.net/slideshow/20240526-lou_freund-ahfe_hsse-t-shaped-skills-development-pptx/269349553
Conference: https://ahfe.org/board.html#hsse
ISSIP_Collab_SJSU_2024_Spring
Thank-you to the student team at SJSU for creating my Jim Spohrer AI Digital Twin (version 1) using the HeyGen.com platform
SJSU MIS (Management of Information Systems) Student Team:
Vincent Li (https://www.linkedin.com/in/vincentwli/)
Viola Shao (https://www.linkedin.com/in/viola-shao/)
Bradford Lee (https://www.linkedin.com/in/bradfordblee/)
Vy Nguyen (https://www.linkedin.com/in/vy-nguyen-communication/)
Victor Lin (https://www.linkedin.com/in/victor-lin27/)
Nikhil Bhatia (https://www.linkedin.com/in/nikhilbhatia89 /)
Join us at the Computer History Museum Celebration Friday May 24,2024 10am PT.
Deliverables
SJSU HeyGen English: https://app.heygen.com/share/f9b2e5170c61463e8a30daec60f0f01f
SJSU HeyGen French: https://app.heygen.com/share/dc221eecaf8f47f0a5a36960d51ca617
SJSU Case: https://bradfordbl.github.io
SJSU Whitepaper: https://www.slideshare.net/slideshow/20240515-sjsu-white-paper-revised-ai_digital_twins-pdf/268630197
SJSU_ISSIP_EC_Recording: https://youtu.be/YKSJUFxxAVo
SJSU_ISSIP_EC_Slides: https://www.slideshare.net/slideshow/20240515-issip_collab_sjsu_2024_spring-ai_digital_twins-issip_ec-final-presentation-pptx/268661169
ISSIP Thank-you
JCS Article to Present: https://service-science.info/archives/6612
JCS Training Data: https://youtu.be/DUqPYEp9buQ
JCS How_Made Recording: https://youtu.be/isQmUg_rZH8
JCS How_Made Slides: https://www.slideshare.net/slideshow/sjsu-students-ai-digital-twin-of-jim-spohrer-20240506-v2-pptx/267857304
JCS ISSIP Blog Post: https://issip.org/2024-collab-ai_digital_twins/
ISSIP_Collab_SJSU_2024_Spring
Thank-you to the student team at SJSU for creating my Jim Spohrer AI Digital Twin (version 1) using the HeyGen.com platform
SJSU MIS (Management of Information Systems) Student Team:
Vincent Li (https://www.linkedin.com/in/vincentwli/)
Viola Shao (https://www.linkedin.com/in/viola-shao/)
Bradford Lee (https://www.linkedin.com/in/bradfordblee/)
Vy Nguyen (https://www.linkedin.com/in/vy-nguyen-communication/)
Victor Lin (https://www.linkedin.com/in/victor-lin27/)
Nikhil Bhatia (https://www.linkedin.com/in/nikhilbhatia89 /)
Join us at the Computer History Museum Celebration Friday May 24,2024 10am PT.
Deliverables
SJSU HeyGen English: https://app.heygen.com/share/f9b2e5170c61463e8a30daec60f0f01f
SJSU HeyGen French: https://app.heygen.com/share/dc221eecaf8f47f0a5a36960d51ca617
SJSU Case: https://bradfordbl.github.io
SJSU Whitepaper: TBD
SJSU_ISSIP_EC_Recording: TBD
SJSU_ISSIP_EC_Slides: TBD
ISSIP Thank-you
JCS ISSIP Blog Post: https://issip.org/2024-collab-ai_digital_twins/
JCS Article to Present: https://service-science.info/archives/6612
JCS Training Data: https://youtu.be/DUqPYEp9buQ
JCS How_Made Recording: https://youtu.be/isQmUg_rZH8
JCS How_Made Slides: https://www.slideshare.net/slideshow/sjsu-students-ai-digital-twin-of-jim-spohrer-20240506-v2-pptx/267857304
Authors: By <a href='https://www.linkedin.com/in/bradfordblee/'>Bradford Lee (LI)</a>. <a href='https://www.linkedin.com/in/nikhilbhatia89/'>Nikhil Bhatia (LI)</a>, <a href='https://www.linkedin.com/in/victor-lin27/'>Victor Lin (LI)</a>, <a href='https://www.linkedin.com/in/vincentwli/'>Vincent Li (LI)</a>, <a href='https://www.linkedin.com/in/viola-shao/'>Viola Shao (LI)</a>, <a href='https://www.linkedin.com/in/vy-nguyen-communication/'>Vy Nguyen (LI)</a>.
May 6, 2024
Jim Spohrer (https://www.linkedin.com/in/spohrer/)
Thank-you to the student team at SJSU for creating my AI Digital Twin (version 1) using the HeyGen.com platform
For creating Jim Spohrer’s AI Digital Twin (version 1)
More coming here: https://issip.org/2024-collab-ai_digital_twins/
Also see: https://bradfordbl.github.io
SJSU MIS (Management of Information Systems)
Vincent Li (https://www.linkedin.com/in/vincentwli/)
Viola Shao (https://www.linkedin.com/in/viola-shao/)
Bradford Lee (https://www.linkedin.com/in/bradfordblee/)
Vy Nguyen (https://www.linkedin.com/in/vy-nguyen-communication/)
Victor Lin (https://www.linkedin.com/in/victor-lin27/)
Nikhil Bhatia (https://www.linkedin.com/in/nikhilbhatia89 /)
Training Data: https://youtu.be/DUqPYEp9buQ
Recording: TBD
Slides: TBD
ISSIP_AI_Collab_20240426
DIGITAL TWINS FOR PEOPLE IN BUSINESS AND SOCIETAL ROLES
Sponsor: Jim Spohrer
Advisors: Vittaldas Prabhu, Anshul Balamwar
Alumni Coach: Toni Rae
YouTube Title: 20240525 PSU Spring 2024 AI Digital Twins Pitch Video
ISSIP_AI_Collab (Academic-Industry Collaboration Lab)
PSU_Spring_2024_Team
Topic: AI Digital Twins of People
TITLE: DIGITAL TWINS FOR PEOPLE IN BUSINESS AND SOCIETAL ROLES
Students
Bryn Goldman (https://www.linkedin.com/in/bryn-goldman-penn-state/)
Natalie Grim (https://www.linkedin.com/in/natalie-grim/)
Gonzalo Rambla (https://www.linkedin.com/in/gonzalo-rambla/)
Clare Relihan (https://www.linkedin.com/in/clarerelihan/)
Shakeb Siddiqui (https://www.linkedin.com/in/shakeb-siddiqui/)
Advisors
Prof. Vittal Prabhu - PSU I&SE (https://www.linkedin.com/in/vittalprabhu/)
Anshul Balamwar - Doctoral Candidate (https://www.linkedin.com/in/anshul-balamwar/)
Toni Rae - SAP, Alumni Coach (https://www.linkedin.com/in/tonirae/)
Client
Jim Spohrer - ISSIP (https://www.linkedin.com/in/spohrer/)
ISSIP YouTube Recording: https://youtu.be/YGWCji0WAzA
ISSIP YouTube Recording GitHub Walkthrough: https://youtu.be/ACidQSnhwJs
PSU Learning Factory Recording : https://www.youtube.com/watch?v=i28yoQjc560
GitHub: https://github.com/Shakeb100/IISSIP-DigitalTwins
ISSIP Slideshare Presentation: https://www.slideshare.net/slideshow/20240425-psu-issip-spr-24-final-presentationpptx/267538622
ISSIP Slideshare Whitepaper: https://www.slideshare.net/slideshow/20240425-psuspring2024-aidigitaltwins-aicollab-white-paperpdf/267538710
ISSIP Publications Whitepaper: https://issip.org/learning-center/white-paper/
ISSIP Kickoff Presentation: https://www.slideshare.net/slideshow/20240118-issipcollabpsu-v1-ai-digital-twinspptx/267539877
ISSIP Blog Post: https://issip.org/2024-collab-ai_digital_twins/
ISSIP_Events_20240313
ISSIP Website Event URL:
https://issip.org/event/issip-ambassador-kevin-clark-of-content-revolution-to-kick-off-ambassador-event-panel-series-2024/
Title: Customer Wellness & Fitness - Free ISSIP Webinar
Date: March 13, 2024 (Wednesday)
Speakers:
Kevin Clark - Lead Panelist and ISSIP Ambassador, Founder and President, Content Evolution
https://www.linkedin.com/in/kevin-clark-0057b81/
Martin Vilsøe - US CEO, Implement Consulting Group
https://www.linkedin.com/in/martin-vilsøe-a51981/
Max Turner - SVP emeritus for Market Insights and Research for Bank of America Merrill Lynch
https://www.linkedin.com/in/mackturner/
Abstract:
Customer Wellness & Fitness reveals the major cycles and moments of joy and disappointment in strategic service outsourcing engagements. At the core of this thesis is applying the physician’s Hippocratic Oath to complex service engagements: “To Do No Harm.” Service agreements describing these engagements generally last anywhere from three years to ten years and represent hundreds of millions and at times billions of dollars of revenue over the contract period. We discover the first six months prior to contract signing and the first six months after contract signing represent a critical year. This is when the seeds are sown in the soil of the relationship for sustainable satisfaction and healthy performance or dissatisfaction and interaction illness. Developed diagnostics allow teams to understand if working together is on-track for success or will derail and wither early-on. Starting with inquiry and research for IBM clients and then observations with other enterprises and their clients value chain partners, there are observable patterns contributing to customer wellness and fitness across a constellation of enterprise activities. The good news: Most derailment factors are preventable. The bad news: Organization inertia and inappropriate incentives along with insufficient key performance indicators (KPIs) and service level agreements (SLAs) whether delivered by people or platforms continue to plague strategic relationships.
With support from:
Jim Spohrer - Board of Directors
https://www.linkedin.com/in/spohrer/
Christine Ouyang - Ambassador Leader
https://www.linkedin.com/in/christine-ouyang/
Michele Carroll - Executive Director
https://www.linkedin.com/in/mmcarroll/
Recording: https://youtu.be/W6JqyuXOC8Q
Slides: https://www.slideshare.net/slideshows/20240313-customerwellnessandfitness-issipambassadors-kevinclark-pptx/266786796
Progress_Update_and_BoardOfDirectors_Call
January 31, 2024
Michele Carroll, ISSIP Executive Director
Deb Stokes, ISSIP President
ISSIP Leadership - https://issip.org/issip-leadership/
Agenda
Welcome - Michele Carroll
President’s Welcome - Deb Stokes
-Recognize Outgoing President
-Vision for 2024
ISSIP 2023 in Review
Overall - key metrics - Michele Carroll
Events, Publishing - Jim Spohrer
Awards - Haroon Abbu
Ambassadors - Christine Ouyang
AI Collab Pilot - Debra Satterfield
New in 2024 - Vaishali Mane
- Give. Get. Grow! 2024!
ISSIP Community: Why I Joined, Best in 2023, Priority 2024
Institutional, BOD Members
Closing - Deb Stokes
Recording: https://youtu.be/QH80aMx2kJA
Slides: https://www.slideshare.net/slideshows/20240131-progressupdateboardofdirectorspptx/266018822
20240117 MyTMe - The T-shape metric - ISSIP Workshop 1-17-24.PDF
MyT-Me Your Personal T-Shape Scoring App
ISSIP (https://www.ISSIP.org)
Presented by
Lou Freund, Ph.D.
ISSIP Fellow
Professor Emeritus
San José State University
LEFreund@T-ShapeSolutions.com
For support exploring the platform:
Email: LEFreund@T-ShapeSolutions.com
and/or
Connect on LinkedIn with Pavel Savva (add a message "MyTMe")
Pavel_Savva (https://www.linkedin.com/in/pavelsavva/)
Lou_Freund (https://www.linkedin.com/in/louis-freund-05150518/)
How to Setup Warehouse & Location in Odoo 17 InventoryCeline George
In this slide, we'll explore how to set up warehouses and locations in Odoo 17 Inventory. This will help us manage our stock effectively, track inventory levels, and streamline warehouse operations.
Reimagining Your Library Space: How to Increase the Vibes in Your Library No ...Diana Rendina
Librarians are leading the way in creating future-ready citizens – now we need to update our spaces to match. In this session, attendees will get inspiration for transforming their library spaces. You’ll learn how to survey students and patrons, create a focus group, and use design thinking to brainstorm ideas for your space. We’ll discuss budget friendly ways to change your space as well as how to find funding. No matter where you’re at, you’ll find ideas for reimagining your space in this session.
বাংলাদেশের অর্থনৈতিক সমীক্ষা ২০২৪ [Bangladesh Economic Review 2024 Bangla.pdf] কম্পিউটার , ট্যাব ও স্মার্ট ফোন ভার্সন সহ সম্পূর্ণ বাংলা ই-বুক বা pdf বই " সুচিপত্র ...বুকমার্ক মেনু 🔖 ও হাইপার লিংক মেনু 📝👆 যুক্ত ..
আমাদের সবার জন্য খুব খুব গুরুত্বপূর্ণ একটি বই ..বিসিএস, ব্যাংক, ইউনিভার্সিটি ভর্তি ও যে কোন প্রতিযোগিতা মূলক পরীক্ষার জন্য এর খুব ইম্পরট্যান্ট একটি বিষয় ...তাছাড়া বাংলাদেশের সাম্প্রতিক যে কোন ডাটা বা তথ্য এই বইতে পাবেন ...
তাই একজন নাগরিক হিসাবে এই তথ্য গুলো আপনার জানা প্রয়োজন ...।
বিসিএস ও ব্যাংক এর লিখিত পরীক্ষা ...+এছাড়া মাধ্যমিক ও উচ্চমাধ্যমিকের স্টুডেন্টদের জন্য অনেক কাজে আসবে ...
This presentation was provided by Steph Pollock of The American Psychological Association’s Journals Program, and Damita Snow, of The American Society of Civil Engineers (ASCE), for the initial session of NISO's 2024 Training Series "DEIA in the Scholarly Landscape." Session One: 'Setting Expectations: a DEIA Primer,' was held June 6, 2024.
How to Fix the Import Error in the Odoo 17Celine George
An import error occurs when a program fails to import a module or library, disrupting its execution. In languages like Python, this issue arises when the specified module cannot be found or accessed, hindering the program's functionality. Resolving import errors is crucial for maintaining smooth software operation and uninterrupted development processes.
How to Make a Field Mandatory in Odoo 17Celine George
In Odoo, making a field required can be done through both Python code and XML views. When you set the required attribute to True in Python code, it makes the field required across all views where it's used. Conversely, when you set the required attribute in XML views, it makes the field required only in the context of that particular view.
Beyond Degrees - Empowering the Workforce in the Context of Skills-First.pptxEduSkills OECD
Iván Bornacelly, Policy Analyst at the OECD Centre for Skills, OECD, presents at the webinar 'Tackling job market gaps with a skills-first approach' on 12 June 2024
Chapter wise All Notes of First year Basic Civil Engineering.pptxDenish Jangid
Chapter wise All Notes of First year Basic Civil Engineering
Syllabus
Chapter-1
Introduction to objective, scope and outcome the subject
Chapter 2
Introduction: Scope and Specialization of Civil Engineering, Role of civil Engineer in Society, Impact of infrastructural development on economy of country.
Chapter 3
Surveying: Object Principles & Types of Surveying; Site Plans, Plans & Maps; Scales & Unit of different Measurements.
Linear Measurements: Instruments used. Linear Measurement by Tape, Ranging out Survey Lines and overcoming Obstructions; Measurements on sloping ground; Tape corrections, conventional symbols. Angular Measurements: Instruments used; Introduction to Compass Surveying, Bearings and Longitude & Latitude of a Line, Introduction to total station.
Levelling: Instrument used Object of levelling, Methods of levelling in brief, and Contour maps.
Chapter 4
Buildings: Selection of site for Buildings, Layout of Building Plan, Types of buildings, Plinth area, carpet area, floor space index, Introduction to building byelaws, concept of sun light & ventilation. Components of Buildings & their functions, Basic concept of R.C.C., Introduction to types of foundation
Chapter 5
Transportation: Introduction to Transportation Engineering; Traffic and Road Safety: Types and Characteristics of Various Modes of Transportation; Various Road Traffic Signs, Causes of Accidents and Road Safety Measures.
Chapter 6
Environmental Engineering: Environmental Pollution, Environmental Acts and Regulations, Functional Concepts of Ecology, Basics of Species, Biodiversity, Ecosystem, Hydrological Cycle; Chemical Cycles: Carbon, Nitrogen & Phosphorus; Energy Flow in Ecosystems.
Water Pollution: Water Quality standards, Introduction to Treatment & Disposal of Waste Water. Reuse and Saving of Water, Rain Water Harvesting. Solid Waste Management: Classification of Solid Waste, Collection, Transportation and Disposal of Solid. Recycling of Solid Waste: Energy Recovery, Sanitary Landfill, On-Site Sanitation. Air & Noise Pollution: Primary and Secondary air pollutants, Harmful effects of Air Pollution, Control of Air Pollution. . Noise Pollution Harmful Effects of noise pollution, control of noise pollution, Global warming & Climate Change, Ozone depletion, Greenhouse effect
Text Books:
1. Palancharmy, Basic Civil Engineering, McGraw Hill publishers.
2. Satheesh Gopi, Basic Civil Engineering, Pearson Publishers.
3. Ketki Rangwala Dalal, Essentials of Civil Engineering, Charotar Publishing House.
4. BCP, Surveying volume 1
1. Service Design Speaker Series
Service Design
and Innovation.
An introduction
Lia Patrício, University of Porto
Daniela Sangiorgi, Politecnico di Milano
2. Who we are
Daniela Sangiorgi
Associate Professor
Dipartment of Design
Politecnico di Milano
Lia Patrício
Associate Professor
Dipartment of Industrial
Engineering and
Management
University of Porto
3. Service Design
As a stage à Service design has been traditionally
viewed as a specific stage of the new service
development process (Edvardsson et al. 2000).
As a design discipline à Service design is described as
a human-centred, collaborative, creative and iterative
approach to service innovation (Meroni and Sangiorgi 2011;
Blomkvist et al. 2011)
As a multidisciplinary approach à Service Design as a
multidisciplinary, integrative and transformative approach
to service innovation (Sangiorgi et al., 2019)
4. Service Design for Innovation
A human centred design approach to services manifests
itself in the capacity and methods to
1- investigate and understand people’s experiences,
interactions and practices as main sources of inspiration
for redesigning or imagining new services
2- engage people in the design and transformation
processes
(Meroni and Sangiorgi 2011, p. 203)
5. Service Design for Innovation
Example:
Interviews with mental
healthcare patients
& discussion of
Recovery journey maps
- Human centred
- Visual
- Iterative
- Collaborative
- Hands-on
http://www.recoverynet.it/
6. Service Design for Innovation
Example:
Design game with
patients and doctors to
explore perception of
emergency in primary
care
- Playful
- Enable dialogue
- Challenge power
structures
“Design in Practice project”, ImaginationLancaster
(https://Imagination.lancs.ac.uk/activities/
Design_Practice)
7. This project has received funding from the European Union's Horizon 2020 research and innovation programme under the Marie Sklodowska-Curie
grant agreement Nº 642116
Service Design for Innovation
Marie Curie Innovative Traning Network
2015-2018
8. SDIN objectives
Create a critical mass of researchers
who can be agents of change towards
widespread application of service
design approaches by European
organisations to leapfrog service
innovation
9. Integrating partner
competences
Integrate the competences of key
European universities and non-academic
organisations to build the ground for the
emergence of European-wide doctoral
programmes in service design for
innovation
13. Theme 1- Service Design for
Innovation methods and frameworks
Integrating multidisciplinary
contributions to service
design and innovation
Service design for service
organizations: the dynamics
of design capabilities
Leveraging service design
for innovation in technology
organizations
14. Theme 2- Service design for
increased stakeholder participation
Resource integration in
innovation driven service
ecosystems
Drivers and dynamics of
value cocreation in
service innovation
How to individually and
collectively design service
ecosystems
The
result
of
successful
co-‐creation
is
worth
more
than
the
sum
of
its
parts:
Exploring
the
drivers,
dynamics,
and
outcomes
of
service
co-‐
creation
15. Theme 3- Service Design for complex
service systems and value networks
Design to serve: social
robots in value networks
Prototyping in service
design. Exploring service
variations through
prototyping
Designing service
platforms for the smart
energy ecosystem
17. Developing Service Design in
organisations..
Moving from:
à Service design as a design discipline
to
à Service design as an integrative and multidisciplinary
approach that informs a more human centred and
creative approach to service system innovation
18. SD as integrative & horizontal skill
Design as the “driver” of multidisciplinary collaboration, based on
simplification and distillation of some guiding concepts, principles,
methods and key innovation stages
The cultivation of this design horizontal skill seems to become the
key driver for the convergence and integration of multidisciplinary
knowledge during service system innovation.
19. Designing transformative processes
“service design is becoming less about designing new
service solutions, and more about designing
transformative processes that enable the collaborative
co-creation of value; a continuing, collaborative and
flexible approach that constantly adjusts depending on the
level of engagement and alignment of the key partners
and the need to nurture the evolving dynamics of value
co-creation for service system transformation.” (Sangiorgi
et al. 2019)
21. Service
design
for
innovation
In
healthcare
Service
design
for
innovation
in
complex
service
systems
Leveraging
service
design
for
innovation
impact
Service
design
for
inclusiveness
and
transformation
critical
design
for
healthcare
Institutional
change
research
through
design
SD
for
health
and
cultures
cultures
ontologies
designing
possible
futures
Ethical
issues
Smart-‐
technologies
mobility
Food
systems
SD
after
prototyping
SD
in
public
and
private
sector
SD
impact
inclusiveness
Design
capabilities
SD
methods
SD
education
Sustainable
systems
Scaling
up
SD
innovation
Design
for
change
&
transformation
Advancing service design for innovation
22. NEXT Service Design Speaker Series
5 February 2020
h. 8:00-8:30
US Pacific Time
How Service Design does(n’t) work
Prof. Stefan Holmlid, Dr. Johan Blomkvist
Ana Kustrak Korper, Vanessa Rodrigues
12 February 2020
h. 8:00-8:30
US Pacific Time
Service Design @ Livework
Dr. Marzia Aricò, , Alexandra Coutsoucos
19 February 2020
h. 8:00-8:30
US Pacific Time
Developing design capabilities in organizations:
Diluting or condensing design innovation skills
Filipe Lima, Dr. Lisa Malmberg, Ana Kustrak Korper
Dr. Daniela Sangiorgi