The International Herald Tribune published this article on Live|work's work in healthcare on January 16 2009. The article details Live|work's people-centred approach to tackling the issue of Multiple Sclerosis with the Ealing Primary Care Trust.
Thought it was interesting to note how the article describes Service Design:
Service design is one of the new disciplines that are redefining design by taking it into the realm of what's called "user experience." This is business school gobbledygook for ensuring that services (everything from online bank accounts to airline booking systems) can be used easily and efficiently. The service designer literally designs every aspect of the customer's experience by applying the type of thinking that designers use intuitively in conventional projects, such as analyzing problems and inventing unexpectedly effective solutions. Often they do this in collaboration with other specialists, like anthropologists and economists. Good service design schemes are so intelligently planned and executed that we barely need to think about whether we're using them correctly. The bad ones (and, sadly, we've all suffered from them) are confusing, inefficient and infuriating. How often have you been flummoxed by an impenetrable online booking system or call center?
Tuesday, 20 January 2009
Friday, 16 January 2009
New year, new thinking and new questions
Happy New Year! I hope you all enjoyed the holidays, where ever you were and whatever you were doing. I got to enjoy the festive season in one of the most awesome cities in the world- New York!
I know I have a post brewing somewhere on some things I came across in New York, and I am not sure if it was these things or a 10-day break from the research did me a whole lot of good, but last week I refreshed, focused and revised my research question. I have a bit of expanding to do for it, but for now, here is it:
Understanding the emerging roles of Designers
in the Dott 07 public design commission projects
and their broader relevance to development contexts.
It's a new year and new thinking and new questions have been cropping up elsewhere. I have been scanning the blogs today and picked up on a few things...
Transformation, not Innovation
On the last day of 2008, Bruce Nussbaum declared that "'Innovation' is dead. Herald the birth of 'Transformation' as the key concept for 2009." Of course this was not met without loads of skepticism, criticism and some support (see the comments Nussbaum's post provoked at the bottom of the page). To give you a summary, here's a key part of the post:
The concept of “Transformation” ... implies radical transformation of our systems—education, health-care, economic growth, transportation, defense, political representation. It puts the focus on people, designing networks and systems off their wants and needs. It relies on humanizing technology, not imposing technology on humans. It approaches uncertainties with a methodology that creates options for new situations and sorts through them for the best quickly.
Most of the comments question, is this just a new buzzword/branding for/to replace innovation? In 2006, RED published a paper titled, Transformation Design. It's approaching 3 years now and while I think the content of the publication is great, the phrase "Transformation Design" never really took off. Did it?
Three (big) questions for Service Design
Another thing I came across today was my friend, Qin's, blog post on three questions she's posing to the Service Design world. Here they are:
Question 1: How do we change our understanding of the design process in Service Innovation?
Qin speaks to the shift in the creation of tangible (ie. in traditional design) to less tangible outputs and outcomes. I very much like her comment, "The uniqueness of service design is that the design outcome is a living system that evolves over time as a result of rich human involvement." This certainly happened in Dott 07 too, but how much do Clients, and other stakeholders, value this? How can this be evaluated?
Question 2: What are the designer’s new roles while working with multiple stakeholders?
Qin says, explorers, negotiators, as members of a design profession and facilitators. I have a load more to add here, but more in regard to the Dott 07 projects (as you could probably tell with my revised research question above).
Question 3: How would design’s value be recognised and accepted by other disciplines in Service Knowledge?
Qin not only asks how would design's value be recognised by Clients and stakeholders, but also by other disciplines that design is increasingly intersecting with (on that note, keep posted for details on the next InterSections conference in the UK) and including education. This is a biggie.
Please post your comments on Qin's blog here.
The Creator Economy and Service Design
Finally, here's an radio interview with Futurist, Paul Saffo, on the Creator Economy. Not an economy of creatives, but the idea that we have gone through Producer and Consumer Economies (which was about making stuff and then lots of it), and we are now in the Creator Economy where the central actor is not a Producer or Consumer, but where the person does both activities in same act, for example a Google user who uses (the product or service) and also produces (brings together online information). Seems Saffo and the Creator Economy has been around for awhile. The BBC reported on it in 2007.
Anyway, I thought, this sounds a bit like what happens when people use a service. See Rafael Ramirez's paper, 'Value Co-Production: Intellectual Origins and Implications for Practice and Research'. Sorry can only provide an abstract for you here.
I know I have a post brewing somewhere on some things I came across in New York, and I am not sure if it was these things or a 10-day break from the research did me a whole lot of good, but last week I refreshed, focused and revised my research question. I have a bit of expanding to do for it, but for now, here is it:
Understanding the emerging roles of Designers
in the Dott 07 public design commission projects
and their broader relevance to development contexts.
It's a new year and new thinking and new questions have been cropping up elsewhere. I have been scanning the blogs today and picked up on a few things...
Transformation, not Innovation
On the last day of 2008, Bruce Nussbaum declared that "'Innovation' is dead. Herald the birth of 'Transformation' as the key concept for 2009." Of course this was not met without loads of skepticism, criticism and some support (see the comments Nussbaum's post provoked at the bottom of the page). To give you a summary, here's a key part of the post:
The concept of “Transformation” ... implies radical transformation of our systems—education, health-care, economic growth, transportation, defense, political representation. It puts the focus on people, designing networks and systems off their wants and needs. It relies on humanizing technology, not imposing technology on humans. It approaches uncertainties with a methodology that creates options for new situations and sorts through them for the best quickly.
Most of the comments question, is this just a new buzzword/branding for/to replace innovation? In 2006, RED published a paper titled, Transformation Design. It's approaching 3 years now and while I think the content of the publication is great, the phrase "Transformation Design" never really took off. Did it?
Three (big) questions for Service Design
Another thing I came across today was my friend, Qin's, blog post on three questions she's posing to the Service Design world. Here they are:
Question 1: How do we change our understanding of the design process in Service Innovation?
Qin speaks to the shift in the creation of tangible (ie. in traditional design) to less tangible outputs and outcomes. I very much like her comment, "The uniqueness of service design is that the design outcome is a living system that evolves over time as a result of rich human involvement." This certainly happened in Dott 07 too, but how much do Clients, and other stakeholders, value this? How can this be evaluated?
Question 2: What are the designer’s new roles while working with multiple stakeholders?
Qin says, explorers, negotiators, as members of a design profession and facilitators. I have a load more to add here, but more in regard to the Dott 07 projects (as you could probably tell with my revised research question above).
Question 3: How would design’s value be recognised and accepted by other disciplines in Service Knowledge?
Qin not only asks how would design's value be recognised by Clients and stakeholders, but also by other disciplines that design is increasingly intersecting with (on that note, keep posted for details on the next InterSections conference in the UK) and including education. This is a biggie.
Please post your comments on Qin's blog here.
The Creator Economy and Service Design
Finally, here's an radio interview with Futurist, Paul Saffo, on the Creator Economy. Not an economy of creatives, but the idea that we have gone through Producer and Consumer Economies (which was about making stuff and then lots of it), and we are now in the Creator Economy where the central actor is not a Producer or Consumer, but where the person does both activities in same act, for example a Google user who uses (the product or service) and also produces (brings together online information). Seems Saffo and the Creator Economy has been around for awhile. The BBC reported on it in 2007.
Anyway, I thought, this sounds a bit like what happens when people use a service. See Rafael Ramirez's paper, 'Value Co-Production: Intellectual Origins and Implications for Practice and Research'. Sorry can only provide an abstract for you here.
Monday, 8 December 2008
Public Services by Design, Design Council (UK)
The Design Council has been actively working on developing a new programme, Public Services by Design, looking at how Designers and design can help improve the public sector in the UK. The first workshop, hosted by the Design Council on 12 November 2008, has been disseminated online here, with full descriptions (words and videos) of what was presented, discovered and discussed.
The Design Council's Research Team also published a short Briefing titled, 'The role of design in public services' which can be downloaded here.
Furthermore, John Thackara writes, for the Design Council, about Transforming Public Services of which he discusses what happened in Dott 07 (and how), and some case studies from the programme.
Stay tuned here and/or at Design Council online for further developments on Public Service by Design.
The Design Council's Research Team also published a short Briefing titled, 'The role of design in public services' which can be downloaded here.
Furthermore, John Thackara writes, for the Design Council, about Transforming Public Services of which he discusses what happened in Dott 07 (and how), and some case studies from the programme.
Stay tuned here and/or at Design Council online for further developments on Public Service by Design.
Wednesday, 22 October 2008
A sudden surge in Service Design this month
Hrm. Is it only because I am diving back into the literature this month or all of a sudden is everyone writing about Service Design? Here's some things I have picked up in the past few days:
Design Management Review on Service Design
Roberto Saco and Alexis Goncalves write Service Design: An Appraisal offering us "an overview of the field and practice of service design, including a definition (not as odd as it sounds, considering the wealth and breadth of issues that contribute to the design of services) and a look at how such companies as Ritz-Carlton, Herman Miller, and Egg Banking incorporate service into their design strategies. They also discuss trends in service design, including IBM's SSME (service science, management, and engineering) initiative, which seeks to encourage service-related research, and the UK Design Council's RED project, which explores the impact of design on social issues." You can download more Service Design articles from the issue here.
Fast Company Magazine: Using Design to Crack Society's Problems
Interesting how the DMI leaves us at the end on the topic of social issues.. This month, Fast Company Magazine profiles Hiliary Cottam and her company, Participle. Here' a bit of what they have to say: "Cottam is one of a new wave of design evangelists who are trying to change the world for the better. They believe that many of the institutions and systems set up in the 20th century are failing and that design can help us to build new ones better suited to the demands of this century. Some of these innovators are helping poor people to help themselves by fostering design in developing economies. Others see design as a tool to stave off ecological catastrophe. Then there are the box-breaking thinkers like Cottam, who disregard design's traditional bounds and apply it to social and political problems. Her mission, she says, is "to crack the intractable social issues of our time." View the entire article here.
Fast Company Magazine: Three More Who Design for Sociey
A little on what 3 others namely, Ezio Manzini, Marcia Lausen, and George Kembel are all doing in the same social design space.
Design Council Magazine: Service Design issue
The Design Council have archived all issues of their Design Council Magazine (DCM). Check out DCM Issue 3 which is mostly about Service Design.
Service Design Conference Amsterdam
And don't forget this one happening in a month's time. More info here.
Design Management Review on Service Design
Roberto Saco and Alexis Goncalves write Service Design: An Appraisal offering us "an overview of the field and practice of service design, including a definition (not as odd as it sounds, considering the wealth and breadth of issues that contribute to the design of services) and a look at how such companies as Ritz-Carlton, Herman Miller, and Egg Banking incorporate service into their design strategies. They also discuss trends in service design, including IBM's SSME (service science, management, and engineering) initiative, which seeks to encourage service-related research, and the UK Design Council's RED project, which explores the impact of design on social issues." You can download more Service Design articles from the issue here.
Fast Company Magazine: Using Design to Crack Society's Problems
Interesting how the DMI leaves us at the end on the topic of social issues.. This month, Fast Company Magazine profiles Hiliary Cottam and her company, Participle. Here' a bit of what they have to say: "Cottam is one of a new wave of design evangelists who are trying to change the world for the better. They believe that many of the institutions and systems set up in the 20th century are failing and that design can help us to build new ones better suited to the demands of this century. Some of these innovators are helping poor people to help themselves by fostering design in developing economies. Others see design as a tool to stave off ecological catastrophe. Then there are the box-breaking thinkers like Cottam, who disregard design's traditional bounds and apply it to social and political problems. Her mission, she says, is "to crack the intractable social issues of our time." View the entire article here.
Fast Company Magazine: Three More Who Design for Sociey
A little on what 3 others namely, Ezio Manzini, Marcia Lausen, and George Kembel are all doing in the same social design space.
Design Council Magazine: Service Design issue
The Design Council have archived all issues of their Design Council Magazine (DCM). Check out DCM Issue 3 which is mostly about Service Design.
Service Design Conference Amsterdam
And don't forget this one happening in a month's time. More info here.
Friday, 17 October 2008
Universities exploring Service Design
Following on from the previous post, here are some Universities I know of exploring, researching and/or teaching (usually as a subject) Service Design. To date, there is no running course in Service Design (but I am aware there are definitely some on the cards shortly).
Northumbria University (UK)
In 2006, Northumbria University held the first Service Design conference called ISDN (International Service Design Northumbria). Since 2006 the University has held 2 other conferences around Service Design, one later in 2006 and the most recent, this year in April (download presentations and listen to podcasts here). I am currently doing my PhD research out of Northumbria and 2 other peers of mine are also exploring PhDs with strong Service Design themes.
Birmingham City University (UK)
Birmingham City University’s Service by Design programme is funded by the Higher Education Funding Council for England (HEFCE) and seeks to raise awareness of Service Design in SMEs both in the private and public sectors. The SbD programme does this by developing their academics as “Innovation Managers” to work with SMEs. In September, SbD held a Dissemination Event explaining the progamme, experiences, learnings and results. You can download a presentation file of the event here.
Imagination Lancaster (UK)
Imagination Lancaster is a research lab situatated at Lancsaster University. One of the lab’s focal areas is Service Design undertaking research and projects into service design models, processes, evaluation and tools. See details here.
Carnegie Mellon University (USA)
Since 2004, CMU has taught and been involved in Service Design. CMU have also hosted conferences called Emergence in 2006 and 2007 exploring the boundaries of Service Design. Their next conference will be in 2009.Having worked with CMU design graduates before, I am quite familiar with their robust user-centered design methodology applicable to both products and services.
Kingston University (UK)
This year, just began a Master programme called Design for Development, which "focuses on the value of design as a vehicle for addressing social and ecological concerns in both the developed and developing worlds." Core modules include strands dealing with service design and sustainability, and optional modules include subjects that deal with human rights and politics.
Koln International School of Design, Koln University (Germany)
Since 1995, Koln University has been involved in Service Design research, teaching and publishing, spearheaded by Professor Birgit Mager. In 2005, Klon joined forces with other international Universities and design practices to set up The Service Design Network. In 2006 Mager founded sedes research (the Centre for Service Design Research) at Koln University.
Polytechnico di Milano (Italy)
Having produced some of the first Service Design PhDs, Polytechnico di Milano also runs a Master of Science course in Product-Service-Systems Design.
Domus Academy (Italy)
Offers 8 Masters degrees with Service Design strands throughout.
Laurea University of Applied Sciences (Finland)
In 2009, Laurea University will offer a Master of Business Management degree progamme in Service Innovation and Design. Click here to see more detail.
Kuopio Academy of Design, Savonia University of Applied Sciences (Finland)
A source tells me they are about to launch a BA in Service Design in Autumn 2008. I’d be keeping up to date with their News page to see when it finally launches.
Linköping University (Sweeden)
The University is currently undertaking projects around developing design techniques for service development, projects in healthcare, IT and learning labs for innovation. More details here.
Said Business School, Oxford University (UK)
This project, named Designing for Services in Science and Technology-based Enterprises (click on the name to go to the blog), ran from 2006-7 and looked at what would happen if you put Service Designers with science-and-technology SMEs. Academics also participated in the project, attending several workshops throughout the project process to make observations on what was happening. A key deliverable was a report published earlier this year, edited by Lucy Kimbell and Victor Seidel who lead the project.
University of Technology, Sydney (Australia)
As mentioned in an earlier post a few months ago, I completed my undergraduate design degree at the University of Technology Sydney (UTS). Service Design is a major one can do in their Master of Design Degree.
Here are some further additions to the piece I have been informed about.
(From Jeff Howard's Design for Service blog)
Rhode Island School of Design (USA)
Rhode Island's Service Design Studio is currently running a course which "explore[s] opportunities, tools and methods in the emerging field of Service Design."
Copenhagen Institute of Interaction Design & The Danish Design School (Denmark)
The schools, in collaboration, will be piloting a Master of Interaction Design programme with a large Service Design component. See curriculum outline here.
(From Nico Morelli)
Aalborg University, School of Architecture and Design (Denmark)
Nico says, "We have been teaching design of Product Service Systems for about 7 years now, as a part of the Master in Industrial Design. Some of the outcome of this activity and some research, methodological and strategic results of our research is available at the wiki servicedesign.wikispaces.com."
(From John)
Illinois Institute of Design (USA)
Are currently teaching a class called 'Services in an Evolving Society.' The description reads, "This class will discuss the trends driving this dichotomy of constraint and abundance and explore how services can uncover new possibilities for people to live well in a resource constrained world."
(From Qin)
University of Dundee (Scotland)
The University's Master of Design degree covers Service Design in its focus on multi-disciplinary design research and practices.
Thanks Jeff, Nico, John and Qin!
Just in...
Glasgow School of Art (Scotland)
Their Product Design degree teaches Service Design, recognising that the term 'product' needs to also encompass the design of systems, services, interactions & organisational behaviours.
Northumbria University (UK)
In 2006, Northumbria University held the first Service Design conference called ISDN (International Service Design Northumbria). Since 2006 the University has held 2 other conferences around Service Design, one later in 2006 and the most recent, this year in April (download presentations and listen to podcasts here). I am currently doing my PhD research out of Northumbria and 2 other peers of mine are also exploring PhDs with strong Service Design themes.
Birmingham City University (UK)
Birmingham City University’s Service by Design programme is funded by the Higher Education Funding Council for England (HEFCE) and seeks to raise awareness of Service Design in SMEs both in the private and public sectors. The SbD programme does this by developing their academics as “Innovation Managers” to work with SMEs. In September, SbD held a Dissemination Event explaining the progamme, experiences, learnings and results. You can download a presentation file of the event here.
Imagination Lancaster (UK)
Imagination Lancaster is a research lab situatated at Lancsaster University. One of the lab’s focal areas is Service Design undertaking research and projects into service design models, processes, evaluation and tools. See details here.
Carnegie Mellon University (USA)
Since 2004, CMU has taught and been involved in Service Design. CMU have also hosted conferences called Emergence in 2006 and 2007 exploring the boundaries of Service Design. Their next conference will be in 2009.Having worked with CMU design graduates before, I am quite familiar with their robust user-centered design methodology applicable to both products and services.
Kingston University (UK)
This year, just began a Master programme called Design for Development, which "focuses on the value of design as a vehicle for addressing social and ecological concerns in both the developed and developing worlds." Core modules include strands dealing with service design and sustainability, and optional modules include subjects that deal with human rights and politics.
Koln International School of Design, Koln University (Germany)
Since 1995, Koln University has been involved in Service Design research, teaching and publishing, spearheaded by Professor Birgit Mager. In 2005, Klon joined forces with other international Universities and design practices to set up The Service Design Network. In 2006 Mager founded sedes research (the Centre for Service Design Research) at Koln University.
Polytechnico di Milano (Italy)
Having produced some of the first Service Design PhDs, Polytechnico di Milano also runs a Master of Science course in Product-Service-Systems Design.
Domus Academy (Italy)
Offers 8 Masters degrees with Service Design strands throughout.
Laurea University of Applied Sciences (Finland)
In 2009, Laurea University will offer a Master of Business Management degree progamme in Service Innovation and Design. Click here to see more detail.
Kuopio Academy of Design, Savonia University of Applied Sciences (Finland)
A source tells me they are about to launch a BA in Service Design in Autumn 2008. I’d be keeping up to date with their News page to see when it finally launches.
Linköping University (Sweeden)
The University is currently undertaking projects around developing design techniques for service development, projects in healthcare, IT and learning labs for innovation. More details here.
Said Business School, Oxford University (UK)
This project, named Designing for Services in Science and Technology-based Enterprises (click on the name to go to the blog), ran from 2006-7 and looked at what would happen if you put Service Designers with science-and-technology SMEs. Academics also participated in the project, attending several workshops throughout the project process to make observations on what was happening. A key deliverable was a report published earlier this year, edited by Lucy Kimbell and Victor Seidel who lead the project.
University of Technology, Sydney (Australia)
As mentioned in an earlier post a few months ago, I completed my undergraduate design degree at the University of Technology Sydney (UTS). Service Design is a major one can do in their Master of Design Degree.
Here are some further additions to the piece I have been informed about.
(From Jeff Howard's Design for Service blog)
Rhode Island School of Design (USA)
Rhode Island's Service Design Studio is currently running a course which "explore[s] opportunities, tools and methods in the emerging field of Service Design."
Copenhagen Institute of Interaction Design & The Danish Design School (Denmark)
The schools, in collaboration, will be piloting a Master of Interaction Design programme with a large Service Design component. See curriculum outline here.
(From Nico Morelli)
Aalborg University, School of Architecture and Design (Denmark)
Nico says, "We have been teaching design of Product Service Systems for about 7 years now, as a part of the Master in Industrial Design. Some of the outcome of this activity and some research, methodological and strategic results of our research is available at the wiki servicedesign.wikispaces.com."
(From John)
Illinois Institute of Design (USA)
Are currently teaching a class called 'Services in an Evolving Society.' The description reads, "This class will discuss the trends driving this dichotomy of constraint and abundance and explore how services can uncover new possibilities for people to live well in a resource constrained world."
(From Qin)
University of Dundee (Scotland)
The University's Master of Design degree covers Service Design in its focus on multi-disciplinary design research and practices.
Thanks Jeff, Nico, John and Qin!
Just in...
Glasgow School of Art (Scotland)
Their Product Design degree teaches Service Design, recognising that the term 'product' needs to also encompass the design of systems, services, interactions & organisational behaviours.
Thursday, 16 October 2008
Design-led consultancies involved in service design (public and/or private sector)
I get asked this question a lot, so I thought I'd provide a list and links below, of design-led consultancies (in alphabetical order) I know of currently involved in service design (please note that most of these consultancies offer many other services so their websites are definitely worth exploring!).
Most of the following consultancies will be UK-based as I currently undertake my research and reside in the UK. Please feel free to contact me if you know of any others, or if you are one!
United Kingdom
Design Options
Direction Consultants
Engine
Fresh voice
Hygge
IDEO
live|work
Most of the following consultancies will be UK-based as I currently undertake my research and reside in the UK. Please feel free to contact me if you know of any others, or if you are one!
United Kingdom
Design Options
Direction Consultants
Engine
Fresh voice
Hygge
IDEO
live|work
More Associates
Participle
Plan
Plot
Radarstation
Spirit of Creation
Teko London
Thinkpublic
Uscreates
We are curious
?Whatif!
Europe
31 Volts (Netherlands)
Copenhagen Living Lab (Denmark)
designthinkers.nl (Netherlands)
Ego (Finland)
Experienta (Italy)
fuelfor (Spain)
IDEO (Europe)
live|work (Oslo)
USA & Canada
Adaptive Path
Design Continuum
HumanCentered
IDEO
Peer Insight
Work Worth Doing
Ziba
Australia
2nd Road
Future Canvas
Proto Partners
Thinkplace
In the coming weeks I’ll do more posting lists on intuitions I know of, such as Universities and think tanks, also exploring Service Design, and a few blogs that I visit frequently. Keep tuned!
Participle
Plan
Plot
Radarstation
Spirit of Creation
Teko London
Thinkpublic
Uscreates
We are curious
?Whatif!
Europe
31 Volts (Netherlands)
Copenhagen Living Lab (Denmark)
designthinkers.nl (Netherlands)
Ego (Finland)
Experienta (Italy)
fuelfor (Spain)
IDEO (Europe)
live|work (Oslo)
USA & Canada
Adaptive Path
Design Continuum
HumanCentered
IDEO
Peer Insight
Work Worth Doing
Ziba
Australia
2nd Road
Future Canvas
Proto Partners
Thinkplace
In the coming weeks I’ll do more posting lists on intuitions I know of, such as Universities and think tanks, also exploring Service Design, and a few blogs that I visit frequently. Keep tuned!
Tuesday, 14 October 2008
Service Design Conference 2008 Amsterdam
Image from Conference websiteGreat speaker line up (often called the "usual suspects"), great workshop leaders and great city to bring together Service Design practitioners, students and academics.
Check it out and register here.
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