All posts about
Service design

The Ambivalence of Engaging Technology: Artifacts as Products and Processes

Added on 1 September 2009 Peter Bogaards
“In this paper, I will discuss several cases in order to explore how technological artifacts engage and are engaged in larger sociotechnical arrangements. I will show how they inscribe a certain relationship between users and designers and a certain level of engagement.” (Cristiano Storni – Nordic Design Research Conference 2009 Engaging Artifacts)

Systems Thinking: A Product Is More Than the Product

Added on 31 August 2009 Peter Bogaards
“A product is actually a service. (…) In reality a product is all about the experience. It is about discovery, purchase, anticipation, opening the package, the very first usage. It is also about continued usage, learning, the need for assistance, updating, maintenance, supplies, and eventual renewal in the form of disposal or exchange.” (Donald A. Norman – Interaction Magazine XVI.5 Sep/Oct 2009)

Preso: Design and Emotion

Added on 27 August 2009 Peter Bogaards
“Presentation that I gave at the Design and Emotion 2008 conference in Hong Kong. May be hard to understand from the slides alone… I’ll try to add speech when I can. Content was from my thesis paper that I wrote for my Master of Interaction Design degree at Carnegie Mellon University.” (Carrie Chan)

Change: moving on to the next level

Added on 6 August 2009 Peter Bogaards
“The HCI community has always been quite successful in adapting to the constantly changing technological opportunities, human needs and trends in society. By discussing our work amongst colleagues we have incrementally improved our methods and techniques, but apart from that it is important to respond adequately to changing practices and thinking in other fields. At the moment there seems to be a big opportunity and urgency for HCI experts to contribute to the development of the relatively new field of service design. We should not let that opportunity go to waste. This talk is an appeal to the pioneers in the community to get involved in this new area. A lot of the thinking and practices of HCI naturally fit in, and may even lead the way for some of the other disciplines involved.” (Geke van Dijk – STBY)

Videos About Service Design

Added on 5 August 2009 Peter Bogaards
“(…) a few video excerpts of Bob Cooper, founder and CEO of Frontier Service Design, from a recent panel discussion related to the origins and purpose of service design. Each video is approximately 2 minutes in length and range in topic from the high level need for service design in today’s economy to specific tactics used in understanding our client’s customers.” (Frontier Service Design)

Service Design Tools

Added on 8 July 2009 Peter Bogaards
“An open collection of communication tools used in design processes that deal with complex systems. The tools are displayed according to the design activity they are used for, the kind of representation they produce, the recipients they are addressed to and the contents of the project they can convey.” (About SD Tools) – courtesy of tvtongeren

Service Modeling Language 1.1

Added on 8 July 2009 Peter Bogaards
“This specification defines the Service Modeling Language, Version 1.1 (SML) used to model complex services and systems, including their structure, constraints, policies, and best practices. SML uses XML Schema and Schematron. (…) The Service Modeling Language provides a rich set of constructs for creating models of complex services and systems. Depending on the application domain, these models may include information such as configuration, deployment, monitoring, policy, health, capacity planning, target operating range, service level agreements, and so on. Models provide value in several important ways.” (W3C)

CMU/Mayo Clinic Podcast on Service Design

Added on 30 June 2009 Peter Bogaards
“The Lab A6 series from College of Fine Arts at Carnegie Mellon University presents a podcast on service design featuring Shelley Evenson from the School of Design and CMU alum Maggie Breslin from the Mayo Clinic. The podcast covers some familiar ‘what is service design’ ground but also delves into the service design course at CMU and the Advanced Medical Home project that Mayo and Continuum sponsored last year at the university.” (Jeff Howard – Design for Service)

Maps as service design: The Incidental

Added on 23 June 2009 Peter Bogaards
“From the early brainstorms we came up with idea of a system for collecting the thoughts, recommendations, pirate maps and sketches of the attendees to republish and redistribute the next day in a printed, pocketable pamphlet, which, would build up over the four days of the event to be a unique palimpsest of the place and people’s interactions with it, in it.” (dark)

The Service Designers

Added on 19 June 2009 Peter Bogaards
“While far more attention is still paid to the design of products, there is an argument to be made that we’ve entered a service economy. It’s not only products that are designable experiences; services are creating new challenges for designers and are increasingly demanding attention. As the line between products and services blurs (if it ever was there before), the emergence of service design has risen to demand a need for new ways of working to make for more meaningful services—whether those services are tangible, intangible, or a combination. Four designers engage in 10-minute discussions about the service sector and its different design challenges.” (The UX Workshop)

Why is service design so heterogenous? And does it matter?

Added on 11 May 2009 Peter Bogaards
“In the end, I don’t think we should be surprised to see a lot of heterogeneity in service design. Heterogeneity is a strength, not a weakness – it allows service design agencies (and service designers) to constantly reframe their offer, adapt quickly to the market and tackle the most interesting, most complex challenges. Pinning all of that into a simple definition seems rather silly really.” – (Choosenick)