The document discusses two tools for product-service system design for sustainability: the stakeholder system map and the interaction table (storyboard). The stakeholder system map is a graphical representation that visualizes the stakeholders involved and their physical, informational, financial, and labor flows/interactions. The interaction table is also a graphical representation, consisting of a sequence of images depicting interactions over time between stakeholders, accompanied by short texts describing each stakeholder's role. Both tools are meant to facilitate collaborative and progressive design of the system organization and interactions.

1. fabrizio ceschin politecnico di milano . INDACO dpt. . DIS . faculty of design . Italy Learning Network on Sustainability course Product-Service System Design for Sustainability subject 3 . Methods and tools for PSS design for sustainability learning resource 3.2 (OTHER) SYSTEM DESIGN TOOLS

2. CONTENTS Integrating the tools along the MSDS methodology System Map Interaction story-board Offering diagram

3. STAKEHOLDER SYSTEM MAP Developed by Francois Jégou within the research project HiCS - Highly Customerised Solutions, Solution-oriented design, production and delivery systems (European Research, GROWTH Programme / European 5th Framework).

4. 2. (STAKEHOLDER) SYSTEM MAP SCOPE: to visualise (to design and co-design) the structure of the system, describing the potential stakeholders and their interactions WHAT IS: a graphical representation containing: > stakeholders involved > flows/interactions: physical, informational, financial and labor performance

5. WHAT IS: a codified and progressive representation: > codified: because it's a "technical drawing" of the system of actors allowing to represent alternative system in a reproducible and comparable way > progressive: because is a "formalisation-in-progress" of the solution actors map giving a more and more accurate picture of the project along its developement 2. (STAKEHOLDER) SYSTEM MAP

6. integration in the design process per each sustainability dimension increasing the detail level STRATEGIC ANALYSIS EXPLORING OPPORTUNITIES SYSTEM CONCEPT DESIGN SYSTEM DESIGN (AND ENGIN.) COMMUNICATION ANALYSIS OF THE PROJECT PROMOTERS ANALYSIS OF THE REFERENCE CONTEXT ANALYSIS OF BEST PRACTICES ANALYSIS OF THE REFERENCE STRUCTURE DEFINITION OF SUSTAINABILITY DESIGN PRIORITIES IDEAS GENERATION ORIENTED TO SUSTAINABILITY DEVELEPMENT OF THE SUSTAINABILITY DESIGN ORIENTING SCENARIO - VISIONS/CLUSTERS/IDEAS VISIONS, CLUSTERS AND IDEAS SELECTION SYSTEM CONCEPT DEVELOPMENT ENV., SOC. & ECON. CHECK SYSTEM DEVELOPMENT (EXECUTIVE LEVEL) ENV., SOC. & ECON. CHECK 2. (STAKEHOLDER) SYSTEM MAP MULTIMEDIA REPORTING: OVERALL QUALITIES MULTIMEDIA REPORTING: STAINABILITY QUALITIES describe the system organization related to a best practice formalisation of the tentative system organization ideas development of the system organization: stakeholders involved and their interactions further development (in details) of the system organization

7. 2. (STAKEHOLDER) SYSTEM MAP

8. Platform boundary System boundary secondary stakeholders main stakeholders 2. (STAKEHOLDER) SYSTEM MAP

9. Catering provider Health adviser Offices E-meal Food providers E-meal appliance producer Structure icon Characterization icon Slogan 2. (STAKEHOLDER) SYSTEM MAP

10. structure characterisation + slogan Bio food provider + icon Bio food provider = Logistic provider Local delivery shop Logistic provider Local delivery shop + + + + = = BASIC RULE TO REPRESENT EACH ACTORS 2. (STAKEHOLDER) SYSTEM MAP

11. Catering provider Health adviser Offices E-meal Food providers E-meal appliance producer MAIN STAKEHOLDER Big icon SECONDARY STAKEHOLDER Small icon 2. (STAKEHOLDER) SYSTEM MAP

12. Food providers Health adviser E-meal diet advice service with meal ordering employees order the day before by internet… companies contract service for their employees… meals are delivered in companies… employees pick-up their meal when they want… vegetable, dairy and bread products ARROW + DESCRIPTION 2. (STAKEHOLDER) SYSTEM MAP Catering provider E-meal appliance producer Offices

13. Food providers Health adviser E-meal diet advice service with meal ordering employees order the day before by internet… companies contract service for their employees… meals are delivered in companies… employees pick-up their meal when they want… vegetable, dairy and bread products MATERIAL FLOWS 2. (STAKEHOLDER) SYSTEM MAP Catering provider E-meal appliance producer Offices

14. Food providers Health adviser E-meal diet advice service with meal ordering employees order the day before by internet… companies contract service for their employees… meals are delivered in companies… employees pick-up their meal when they want… vegetable, dairy and bread products INFORMATIONAL FLOWS 2. (STAKEHOLDER) SYSTEM MAP Catering provider E-meal appliance producer Offices

15. Food providers Health adviser E-meal diet advice service with meal ordering employees order the day before by internet… companies contract service for their employees… meals are delivered in companies… employees pick-up their meal when they want… vegetable, dairy and bread products FINANCIAL FLOWS 2. (STAKEHOLDER) SYSTEM MAP Catering provider E-meal appliance producer Offices

16. E-meal diet advice service with meal ordering employees order the day before by internet… companies contract service for their employees… meals are delivered in companies… employees pick-up their meal when they want… vegetable, dairy and bread products 2. (STAKEHOLDER) SYSTEM MAP Catering provider Food providers Health adviser E-meal appliance producer Offices DARK GREY CORE FLOWS LIGHT GREY SECONDARY FLOWS

17. start E-meal diet advice service with meal ordering 2. employees order the day before by internet… 1. companies contract service for their employees… 3. meals are delivered in companies… 4. employees pick-up their meal when they want… vegetable, dairy and bread products READING ORDER 2. (STAKEHOLDER) SYSTEM MAP Catering provider Food providers Health adviser E-meal appliance producer Offices

18. READING ORDER start 2. (STAKEHOLDER) SYSTEM MAP Catering provider Food providers Health adviser E-meal appliance producer Offices E-meal diet advice service with meal ordering 2. employees order the day before by internet… 1. companies contract service for their employees… 3. meals are delivered in companies… 4. employees pick-up their meal when they want… vegetable, dairy and bread products

19. SOFTWARE AND OTHER SUPPORTS: This tool requires the use of standardized icons built using presentation software (e.g. open office, powerpoint ). A basic template facilitate the construction of the System Maps in a systematic and uniform way. > You will be provided with a powerpoint file, in which you can find… 2. (STAKEHOLDER) SYSTEM MAP

20. industrial company services company local shop collective house public istitution local association individual house school mobile shop PUBLIC ISTITUTIONS OR ASSOCIATIONS HOMES COMPANIES AND STORES … structure icons… 2. (STAKEHOLDER) SYSTEM MAP

21. … characterization icons (activities)… EATING TRANSPORTING COMMUNICATING WORKING IN OFFICE 2. (STAKEHOLDER) SYSTEM MAP

22. … characterization icons (people)… GENERAL PEOPLE PEOPLE AT WORK 2. (STAKEHOLDER) SYSTEM MAP

23. … flows Material flow Information flow Financial flow core PSS performance one way flow exchange 1. vegetables timing and description of the flow Labour performance alternative PSS performance, implementation or back-office flows 2. (STAKEHOLDER) SYSTEM MAP

24. SOFTWARE AND OTHER SUPPORTS: COPY AND PASTE THE ELEMENTS FROM THE LIBRARIES TO THE LAYOUT 2. (STAKEHOLDER) SYSTEM MAP

25. SOFTWARE AND OTHER SUPPORTS: on www.lens.polimi.it 2. (STAKEHOLDER) SYSTEM MAP OPEN SOURCE LIBRARIES

26. Under OLEP / Tools you can download the system map icons 2. (STAKEHOLDER) SYSTEM MAP

27. INTERACTION TABLE (STORY-BOARD) Developed by Daniela Sangiorgi within the MEPSS European research project (Methodology for Product Service Systems) Growth Programme / European 5th Framework.

28. SCOPE: to visualise and describe (to design and co-design) the narrative (story) of the front-desk (with the clients) and back-stage interactions (between other stakeholders) WHAT IS: a mediating design tool that should support a collaborative and progressive design process of the interactions of the user with the designed solution, and the interactions of the other stakeholders in producing and delivery the solution itself 3. INTERACTION TABLE (STORY-BOARD)

29. WHAT IT CONSISTS OF: it is a graphical representation containing: > the sequence of images , representing (in time) the various interactions of the different stakeholders > and short texts , describing the specific role played by each stakeholders in each single interaction 3. INTERACTION TABLE (STORY-BOARD)

30. integration in the design process per each sustainability dimension increasing the detail level STRATEGIC ANALYSIS EXPLORING OPPORTUNITIES SYSTEM CONCEPT DESIGN SYSTEM DESIGN (AND ENGIN.) COMMUNICATION ANALYSIS OF THE PROJECT PROMOTERS ANALYSIS OF THE REFERENCE CONTEXT ANALYSIS OF BEST PRACTICES ANALYSIS OF THE REFERENCE STRUCTURE DEFINITION OF SUSTAINABILITY DESIGN PRIORITIES IDEAS GENERATION ORIENTED TO SUSTAINABILITY DEVELEPMENT OF THE SUSTAINABILITY DESIGN ORIENTING SCENARIO - VISIONS/CLUSTERS/IDEAS VISIONS, CLUSTERS AND IDEAS SELECTION SYSTEM CONCEPT DEVELOPMENT ENV., SOC. & ECON. CHECK SYSTEM DEVELOPMENT (EXECUTIVE LEVEL) ENV., SOC. & ECON. CHECK 3. INTERACTION TABLE (STORY-BOARD) MULTIMEDIA REPORTING: OVERALL QUALITIES MULTIMEDIA REPORTING: STAINABILITY QUALITIES analyse a best practice describing the user interactions system tentative ideas are described visualising ideal interaction from the user point of view further development (in details) of all the system interactions visualization of the interactions of the user and the other stakeholders involved

31. 3. INTERACTION TABLE (STORY-BOARD) visualise only the core performance the system is offering

32. 3. INTERACTION TABLE (STORY-BOARD) SHORT TEXT IMAGE

33. IMAGES SHOULD CONTAINE ONLY NECESSARY ELEMENTS… it is usually suggested that: 3. INTERACTION TABLE (STORY-BOARD) ...A BACKGROUND REPRESENTING THE CONTEXT OF EACH ACTION … AND THE STAKEHOLDERS (HIGHLIGHTED FROM THE BACKGROUND)

34. 3. INTERACTION TABLE (STORY-BOARD) USER ROLE SYSTEM ROLE

35. 3. INTERACTION TABLE (STORY-BOARD) SERVICE ACTION SOLUTION ELEMENTS NEEDED TO CARRY OUT THE SERVICE ATION

36. 3. INTERACTION TABLE (STORY-BOARD)

37. SOFTWARE AND OTHER SUPPORTS: Based on spreadsheet applications (e.g. open-office, excel ) 3. INTERACTION TABLE (STORY-BOARD)

38. SOFTWARE AND OTHER SUPPORTS: Open source library of images (places) www.lens.polimi.it 3. INTERACTION TABLE (STORY-BOARD)

39. SOFTWARE AND OTHER SUPPORTS: Open source library of images (people) www.lens.polimi.it 3. INTERACTION TABLE (STORY-BOARD)

40. SOFTWARE AND OTHER SUPPORTS: combine the images to realize the visualization: CONTEXT IMAGES PEOPLE IMAGES 3. INTERACTION TABLE (STORY-BOARD)

41. 3. INTERACTION TABLE (STORY-BOARD) Under OLEP / Tools you can download the library of images

42. SATISFACTION OFFERING DIAGRAM WEEKLY/DAILY PREORDER FOOD DELIVERY Developed by Francois Jégou within the MEPSS European research project (Methodology for Product Service Systems) Growth Programme / European 5th Framework INGREDIENTS SELECTION

43. SCOPE: to focus and describe the System core satisfaction and the sub-satisfactions WHAT IS: the Offering diagram tool is a way of representing the core satisfaction and the functionalities delivered by the System. 4. SATISFACTION OFFERING DIAGRAM

44. WHAT IT CONSISTS OF: it is a graphical progressive representation containing: > the visualisation of the core satisfaction (main performance) provided by the system > the visualisation of the functionalities delivered by the system in order to offer the satisfaction > the description of how the functionalities will be delivered 4. SATISFACTION OFFERING DIAGRAM

45. integration in the design process per each sustainability dimension increasing the detail level STRATEGIC ANALYSIS EXPLORING OPPORTUNITIES SYSTEM CONCEPT DESIGN SYSTEM DESIGN (AND ENGIN.) COMMUNICATION ANALYSIS OF THE PROJECT PROMOTERS ANALYSIS OF THE REFERENCE CONTEXT ANALYSIS OF BEST PRACTICES ANALYSIS OF THE REFERENCE STRUCTURE DEFINITION OF SUSTAINABILITY DESIGN PRIORITIES IDEAS GENERATION ORIENTED TO SUSTAINABILITY DEVELEPMENT OF THE SUSTAINABILITY DESIGN ORIENTING SCENARIO - VISIONS/CLUSTERS/IDEAS VISIONS, CLUSTERS AND IDEAS SELECTION SYSTEM CONCEPT DEVELOPMENT ENV., SOC. & ECON. CHECK SYSTEM DEVELOPMENT (EXECUTIVE LEVEL) ENV., SOC. & ECON. CHECK 4. SATISFACTION OFFERING DIAGRAM MULTIMEDIA REPORTING: OVERALL QUALITIES MULTIMEDIA REPORTING: STAINABILITY QUALITIES describe the offer delivered by the system indicating the functionalities describe the different emerged ideas, indicating the main satisfaction delivered by the system describe the offer delivered by the system detailing all the functionalities

46. 4. SATISFACTION OFFERING DIAGRAM CORE SATISFACTION DELIVERED BY THE SYSTEM

47. WEEKLY/DAILY PREORDER FOOD DELIVERY 4. SATISFACTION OFFERING DIAGRAM INGREDIENTS SELECTION Cooperatives of local producers provide the campus Biologic food Students select food basing on seasonal availability On line preorder based on the disponibility Using internet or campus’ information points Where you want inside the campus Using rickshaws FUNCTION HOW THE FUNCTION WILL BE DELIVERED

48. Under OLEP / Tools you can download the library of images 4. SATISFACTION OFFERING DIAGRAM