“The aim of this article is to outline overall understanding of the changes taking place in the field of design. In addition, it tries to determine how service design is linked to developing tourism and the tourist industry.” (Jari Koskinen – servicedesign.tv)

“Over the last two years, the ISDN series of events has formed an exciting platform to explore the emerging field of Service Design. (…) ISDN3 investigated broader issues that contemporary designers face, with special focus on how designers are addressing the complex situations that arise when designing with what John Thackara of Dott 07 calls ‘real people’ – as opposed to ‘users’ – in the design process. We invited some cutting-edge speakers to share reflections on their recent design research work, and we structured the event to maximise productive debate about the key issues arising when designing in this way.” (International Service Design Conference)

Replace performance with information – “Scenography is the art of creating performance environments; it can be composed of sound, light, clothing, performance, structure and space.” (Sceno:graphy)

“For international companies, the Internet is an essential but inherently complex interface. In the framework presented here, Brian Gillespie critiques a range of options related to gateways, scope, user research, uniform versus local presence, language, content development, design, site implementation, domains, and URLs. It is an enlightening overview for both executives and managers.” (Brian Gillespie – DMI Review)

“Now that I’ve listened to the lecture a couple times I’ve got a better idea where Norman is going with this. He makes some good points about the importance of back stage operations but I don’t agree with his assertion that operations and design are the same topic. He seems disappointed with much of the existing service design literature and treats Pine and Gilmore with mild disdain. The lecture goes on a rambling tour of theme parks, fast food, hospitals, hotels and banking, with some great anecdotes and pointers toward interesting research.” (Jeff Howard – Design for Service)

“What is service design? Particularly those that is delivered through a digital interface or through a peer-to-peer network. It requires a very different approach from traditional operations management and the economics is very different. Service is becoming a key part of any customer experiences. Many still find the concept a little abstract. Little attention is paid to service innovation or seeing services as structure.” (Idris Mootee – innovation playground)

“Interaction design encounters service design in business innovation, e-government, and a whole range of other settings. There is a range of service settings in which interactive artefacts are used to perform service, and a set of business innovation strategies combining process innovation and interactive technology. In the meeting between these the service perspective becomes a challenge to interaction design, and technology usage becomes a challenge to service design.” (Stefan Holmlid – Nordic Design Research Conference)

“Service Design is a new holistic, multi-disciplinary, integrative field. It helps to either innovate or improve services to make them more useful, usble, desirable for clients, as well as more efficient and effective for organisations.” (Stefan Moritz)