SERVICE DESIGN IN ACTION: TRANSFORMATION, CONSIDERATION, AND SYSTEM THINKING
Name
service-design-in-action-transformation-consideration-and-system-thinking.pdf
Description
Published version
Size
692.9 KB
Format
Adobe PDF
Checksum (MD5)
607580055db0c33998de1e36b4f6ae40
Author(s)
Lee, Sheng-Hung
Yang, Maria
de Weck, Olivier L
Lee, Chaiwoo
Coughlin, Joseph F
Klopfer, Eric
Ochsendorf, John A
Date Issued
July 2023
Journal
Proceedings of the Design Society
Publisher
Cambridge University Press (CUP)
Citation
Lee, Sheng-Hung, Yang, Maria, de Weck, Olivier L, Lee, Chaiwoo, Coughlin, Joseph F et al. 2023. "SERVICE DESIGN IN ACTION: TRANSFORMATION, CONSIDERATION, AND SYSTEM THINKING." Proceedings of the Design Society, 3.
Version
Final published version
Abstract
AbstractService design has been an emerging transdisciplinary field that includes product, system, and social science, since the term was first introduced to academic research in the early 1990s. With socioeconomical shifts and emerging technologies, people have faced more complex and systemic challenges, which enable researchers to consider how to reapply service design not only as problem-solving tools but also as ways for communication and alignment to adapt to the change. The study focuses on the paradigm shifts of service from its definitions to applications by interviewing nine design experts from academia and industry, and utilizing survey results to help us explore applying service design to solve complicated social-technological challenges. We present four takeaways: 1) a new understanding of service design, 2) the purpose of using service design tools, 3) the evaluation of service quality through time, and 4) the applications of service design in the public sector. We proposed a macro-trend model with service systems: product, service, and experience to conclude 1) constructing service systems in the macro-trend context and 2) gaining holistic views and building service implementation capability in the era of transformations.
MIT Department
Massachusetts Institute of Technology. Department of Mechanical Engineering
Terms of Use
Creative Commons Attribution-Noncommercial-NoDerivatives
Persistent DSpace Link
DOI of Published Version
https://doi.org/10.1017/pds.2023.315
