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ServDes2020

2–5 February 2021

RMIT UNIVERSITY, MELBOURNE AUSTRALIA

ServDes 2020 Program

Download Conference Proceedings View Program as Spreadsheet

Day 1 — Tuesday 2nd Februrary 2021


Time (AEDT)
08:00AM

08:30AM 2021-02-02
Special EventWelcome to ServDes.2020
Presenting Author(s): Yoko Akama, Liam Fennessy Yoko Akama , Liam Fennessy

Welcome to ServDes.2020

Unfortunately, Welcome to Country was unable to be performed by N’arweet Dr Carolyn Briggs AM, Boon wurrung Elder.

However, in this video N’arweet Dr Briggs and Aunty Di Kerr (Wurundjeri Elder), share their traditional knowledge of the Victorian w...

08:30AM

10:00AM 2021-02-02
Special EventArticulatory, Respectful Service Design
Presenting Author(s): Uncle Norman Sheehan and Dr Tristan Schultz Norman Sheehan , Tristan Schultz

Prof. Norman Sheehan, a Wiradjuri man, and Dr.Tristan Schultz, a Gamilaraay man, engage in a dialogue about the role of Indigenous Knowledge as articulatory, respectful service design. Through a selection of visual patterns they contemplate how service design requires taking an ontological turn, to propose ways of being and becoming, that res...

10:00AM

11:30AM 2021-02-02
Special EventPatterning Place
Presenting Author(s): Dr Tristan Schultz Tristan Schultz

Patterning Place is a confluence of perspectives and an opportunity to see intelligible revealing of patterns.

In respecting the aliveness of Country that ServDes.2020 is hosted on and the various lands where attendees are gathering from, guests are invited to be in a respectful, relational way of being to reflect on and articul...

05:00PM

05:45PM 2021-02-02
Short PaperDesigning in response to Indigenous sovereignties
Presenting Author(s): Peter West Peter West

This paper presents ‘gaps’ or limitations within the Western Design episteme as the author explores the requirement of Design to position itself in response to Indigenous sovereignty, specifically through the sovereign practice of Welcoming. The author argues that these gaps are created by, denied and deflected through racialized, capitalist ...

05:00PM

05:45PM 2021-02-02
Short PaperExperimenting with design tools for just public services
Presenting Author(s): Paula Hardie Paula Hardie

The emergence of digital public services in Australia is evidencing a techno-colonisation of service design imaginaries. This paper considers how design tools are mediating this process. A workshop with seven designers experimented with four speculative and decolonising design tools to interrogate three areas of public services. The resulting...

05:00PM

05:45PM 2021-02-02
Short PaperWhat the Popol Vuh can teach design
Presenting Author(s): Ricardo Sosa Ricardo Sosa

This focused reflection explores how Mesoamerican worldviews can inform design activity. Design here is understood as a type of thinking or an approach that underpins acts of creative imagination across design areas, including the design of products, services, and systems. Mayan accounts of creation are examined here to discover insights and ...

06:00PM

07:00PM 2021-02-02
Short PaperChallenges facing service design practitioners: a pilot study
Presenting Author(s): Johan Blomkvist, Vanessa Rodrigues, Tim Overkamp Stefan Holmlid , Vanessa Rodrigues , Johan Blomkvist , Tim Overkamp

This paper presents the result of a pilot survey study about challenges faced by practicing service designers. Challenges include: 1) low awareness of what service design is and how to use service design in organisations; 2) issues with involving people in the design process; such as getting the right stakeholders on board and doing user rese...

06:00PM

07:00PM 2021-02-02
Short PaperService Design Drinks Milan: A case of local community building around service design
Presenting Author(s): Martina Rossi, Chiara Leonardi, Luca Molinari, Marihum Pernía Parra Martina Rossi , Chiara Leonardi , Luca Molinari , Marihum Pernia

This contribution aims at reporting a case of community building and activation in the city of Milan in Italy, namely the Service Design Drinks Milan.
The kind of community that we are referring to doesn't necessarily build upon the belonging to a specific territory, but rather on a common interest around a topic, which is the discipli...

06:00PM

07:00PM 2021-02-02
Short PaperCombining machine learning and service design to improve customer experience
Presenting Author(s): Niko Reunanen, Zeynep Falay von Flittner, Virpi Roto, Kirsikka Vaajakallio Kirsikka Vaajakallio , Niko Reunanen , Zeynep Falay von Flittner , Virpi Roto

Service design is an effective approach for service-based businesses to improve customer experience. However, Double Diamond design process has limitations in identifying the development areas with most business impact. Combining service design process with machine learning presents a new opportunity for alleviating the aforementioned limitat...

06:00PM

07:00PM 2021-02-02
Short PaperTowards a unified framework of service transformation elements
Presenting Author(s): Tim Overkamp Tim Overkamp

Service implementation has been receiving more and more attention in both academia and service design practice recently. In order to better study this topic of how services change over time, it is important to understand what different service transformation elements are as well as the flexibility of these service transformation elements. So ...

06:00PM

08:00PM 2021-02-02
WorkshopsCategorising people: Tensions in critical approaches to design
Presenting Author(s): Kate McEntee Kate McEntee

Categorising people: tensions in critical approaches to design is a workshop designed to examine the tensions present in categorisation and proxy, through personas. In design research we uncover the needs, beliefs and behaviours of people to create products, services and systems. We synthesize, draw conclusions and create representations from...

06:00PM

08:00PM 2021-02-02
WorkshopsTelling stories: Moving beyond empathy tools to reciprocity
Presenting Author(s): Giti Datt, Lucy Klippan, Helen Eason, Juanita Sherwood Giti Datt , Lucy Klippan , Helen Eason , Juanita Sherwood

Design is neither agnostic nor neutral – it reflects a particular worldview. Our often unchallenged cultural standpoint and unquestioned subjectivities create a dominant set of assumptions. As designers we must increasingly reflect upon and recognise the cultural specificity of our disciplines (and by extension the tools and methods recommend...

06:00PM

08:00PM 2021-02-02
WorkshopsSounds good! Auditory representations in service design
Presenting Author(s): Ana Kustrak Korper, Vanessa Rodrigues, Stefan Holmlid, Johan Blomkvist Stefan Holmlid , Vanessa Rodrigues , Johan Blomkvist , Ana Kustrak Korper

Sound is one of the major elements in any servicescape. Be it the instant hiss of a coffee machine and light jazzy music in a coffee shop or the constant beep of medical equipment and sporadic human voices in a solitary hospital room, sounds profoundly influence human experience and drive our interactions with the world. Although sound plays ...

06:00PM

08:00PM 2021-02-02
WorkshopsAddressing echo chambers in service design with embodied methods
Presenting Author(s): Josina Vink, Kaisa Koskela-Huotari, Martina Čaić Josina Vink , Kaisa Koskela-Huotari , Martina Čaić

Are you unknowingly trapped inside an ‘echo chamber’ that reinforces your own assumptions about service design? What are the dangers of failing to meaningfully consider alternative assumptions about service design? How can we sensitize ourselves to diverse perspectives on service design research and practice? It is becoming increasingly appar...

06:00PM

08:00PM 2021-02-02
WorkshopsA new social design framework to challenge assumptions in research projects in LMIC's
Presenting Author(s): Chamithri Greru, Alison Prendiville Chamithri Greru , Alison Prendiville

Conducting research in low-to-middle income countries (LMICs) has become a top priority for funding organisations based in the Global North through which they deploy ‘development’ and ‘aid’ projects targeting fragile systems. However, such projects tend to further exacerbate the inequalities they bring about with tainting transfer of aid, ...

07:15PM

08:15PM 2021-02-02
Long PaperDesigning an organisation’s design culture: How appropriation of service design tools and methods cultivates sustainable design capabilities in SME's
Presenting Author(s): Cathrine Seidelin, Stine Moeslund Sivertsen. Yvonne Dittrich Yvonne Dittrich , Cathrine Seidelin , Stine Moeslund Sivertsen

Service design (SD) is acknowledged as an approach that can help organisations to address service innovation. However, organisations are struggling to build design capabilities and develop sustainable SD cultures within the organisations. This paper focuses on this central challenge by exploring how a small and medium-sized “non-design-intens...

07:15PM

08:15PM 2021-02-02
Long PaperNot Invented Here: Organizational misalignment as a barrier to innovation implementation in service organisations
Presenting Author(s): Joannes Barend Klitsie, Rebecca Anne Price, Sicco C. Santema Joannes Barend Klitsie , Rebecca Anne Price , Sicco C. Santema

To build and sustain the legitimacy of design as an approach to service innovation, we need an improved understanding of how and why service organizations fail to implement design-led service concepts. As service innovation implementation requires the synchronous interplay of service operators, customers and indirect stakeholders, challenges ...

07:15PM

08:15PM 2021-02-02
Long PaperProliferating service design in a large multi-cultural IT organisation – an inside-out approach
Presenting Author(s): Ravi Mahamuni, Sylvan Lobo, Bhaskarjyoti Das Bhaskarjyoti Das , Ravi Mahamuni , Sylvan Lobo

In light of product companies shifting towards services and service companies embracing service design approaches, there is a greater need for the proliferation of service design. However, organizations are still not fully ready for this shift. Notably, Information Technology (IT) service organizations provide a unique premise, where employee...

08:30PM

10:00PM 2021-02-02
Thematic DiscussionsDesign enabling plurality of voices, re-distribution of power
Presenting Author(s): Satu Miettinen and Nicola Morelli Satu Miettinen , Ricardo Sosa , Gabrielle Bendiner-Viani , Joanna Rutkowska , Peter West , Tristan Schultz , Amalia de Götzen

This panel discussion talks about how design can enable inclusion of multiple voices, views and value sets into the process of designing. It will address the shortcomings, limitations and challenges that design has in creating reciprocity or decolonizing setting in these processes. It will address difficult questions of distribution of power...

Day 2 — Wednesday 3rd Februrary 2021


Time (AEDT)
08:00AM

09:00AM 2021-02-03
Regional PanelsAotearoa New Zealand Panel: Rangatirangatanga mō te Oranga – Innovation in systems and service change for equitable cultural spaces
Presenting Author(s): Desna Whaanga-Schollum, Angie Tangaere, Penny Hagen Desna Whaanga-Schollum , Angie Tangaere , Penny Hagen

Bringing together different knowledge systems and services grown out of cultural drivers, the Aotearoa NZ panel includes Desna Whaanga-Schollum, Rongomaiwahine, Ngāti Kahungunu, Ngāti Pāhauwera (Ngā Aho); Angie Tangaere Ngāti Porou (The Southern Initiative); and Dr Penny Hagen (Auckland Codesign-Lab). This panel will share and reflect ways in...

09:15AM

10:15AM 2021-02-03
Regional Panels히치하이커를 위한 서비스디자인 안내서: 한국의 서비스 산업 고도화에서 나타나는 갈등과 모순 The Hitchhiker's Guide to Service Design: tensions and paradoxes along the maturation of service industry in South Korea
Presenting Author(s): Joon Sang Baek, Kyung Mi Lee, Nada Oh, Ban Young-Hwan, Kim Sung-Woo, Eun Yu Joon Sang Baek , Sung-Woo Kim , Young-Hwan Pan , Eun Yu , Kyung Mi Lee , Nado Oh

In South Korea, the growth of service design industry driven by the government has resulted in the oversupply of designers, reduced prices for their works, downgraded design qualities, and consequently a scepticism towards service design. There are also tensions between ‘service’ and ‘servitude’ when customer satisfaction is over-emphasised, ...

10:30AM

11:15AM 2021-02-03
Short PaperDesigning for informal services: A participatory approach to prevent sexual violence within a university
Presenting Author(s): Bridget Malcolm Bridget Malcolm

Universities, alongside many other public and private organisations, are beginning to grapple with the issue of preventing sexual violence and providing effective services to survivors within their context. This article describes a unique participatory design-research project conducted to better understand staff and student perspectives of se...

10:30AM

11:15AM 2021-02-03
Short PaperPractice Notes on designing for change
Presenting Author(s): Lisa Overton Lisa Overton

Service Design Projects often require organisations to undergo significant changes in the way they operate. The conditions driving this need for change often create an environment where those people required to undergo it have the least capacity for that change, impeding the implementation of re-designed services. Applying a designerly approa...

10:30AM

11:15AM 2021-02-03
Short PaperIntegration of service principles into the creative process of PSS: Application in an organizational case
Presenting Author(s): Emanuela Lima Silveira, Aguinaldo dos Santos Emanuela Lima Silveria , Aguinaldo dos Santos

The process of creating Product+Service Systems (PSSs) can be considered complex as it involves tangible products, typically qualitative and intangible services, integrated into a multi-actor system and variable touch points. In this regard, there is still a lack of methods and tools that adequately support the PSS’s creative process. Given t...

10:30AM

11:30AM 2021-02-03
Short PaperHow to be considerate: Adapting service design for use beyond the design studio
Presenting Author(s): Chloe Sterland, Juliette Anich Chloe Sterland , Juliette Anich

This study shows the role Service Design can play in addressing social issues, explored through the topic of women and fear in public space. Due to the fear of sexual violence reinforced by society, women are constantly monitoring their movement within cities. This research aims to develop a response to this issue without inflating this fear ...

10:30AM

11:30AM 2021-02-03
Short PaperUndo-Replay: re-scripting unsustainable toy consumption through value transference
Presenting Author(s): Kathy Qian, Liam Fennessy Kathy Qian , Liam Fennessy

This paper presents an account of the design of the Undo-Replay project: a combination of strategies from design for sustainability and product, service system design aimed at redirecting plastic toys from entering waste streams at the end of their use lives. Aimed at equipping children and adults alike with opportunities to participate in th...

10:30AM

11:30AM 2021-02-03
Short PaperEmbedding transparency on digital services: a case study on the food sector
Presenting Author(s): Marcella Lomba, Aguinaldo dos Santos Marcella Lomba , Aguinaldo dos Santos

Transparency is one of the principles to promote sustainable provision of services, being the ability of a service to communicate social, environmental and economic practices and performance. Digital technologies are continuously expanding the possibilities to increase the level of transparency across all stakeholders associated with service ...

10:30AM

11:30AM 2021-02-03
Short PaperConceptual design framework for digital technology assisted service system
Presenting Author(s): Kentaro Watanabe, Yusuke Kishita, Kaito Tsunetomo Kentaro Watanabe , Yusuke Kishita , Tsunetomo Kaito

Digitalization is a strong enabler to increase the productivity of existing services and develop innovative services. Meanwhile, the ethical and societal concerns about the negative impact of digital technologies are also growing. In addition to the principles and guidelines for development and use of digital technologies, there is a need for...

11:45AM

01:45PM 2021-02-03
WorkshopsService transparency for sustainability in the food sector
Presenting Author(s): Marcella Lomba, Aguinaldo dos Santos Aguinaldo dos Santos , Marcella Lomba

The transition towards more sustainable lifestyles and business practices demands a higher level of service transparency. Transparency can be defined as the ability of a service to communicate relevant and accurate information about safety, quality and integrity, as well as information on the social, environmental and economic dimensions of c...

11:45AM

01:45PM 2021-02-03
WorkshopsThe workers tarot. A tool for designer-worker solidarity
Presenting Author(s): Lara Penin, Antonia Yunge Soruco Antonia Yunge Soruco , Lara Penin

The COVID-19 pandemic has forced a shift in the public’s perception of workers. Essential service workers in particular, have been subject of constant public displays of appreciation, while being paradoxically confined to low wages, precarious conditions or imminent unemployment. Hospital janitors, cleaning personnel, meat pack workers, groce...

11:45AM

01:45PM 2021-02-03
WorkshopsIdentifying best practice in remote co-design
Presenting Author(s): Sarah Kaur, Misha Kaur, Emma Blomkamp Sarah Kaur , Emma Blomkamp , Misha Kaur

In the last few months, design practitioners around the globe have hit the ground running and offered online alternatives to face-to-face co-design workshops. At ServDes2020, we build on this shared experience to ask, what does good look like in remote co-design?

Whether using WhatsApp, phone calls, online whiteboards or tightly orch...

11:45AM

01:45PM 2021-02-03
WorkshopsReal-time co-analysis: Probing lived experiences and analysing material data
Presenting Author(s): Kelly Anderson, Yi Zhang Kelly Anderson , Yi Zhang

How might real-time co-analysis be utilised to produce new knowledge for both designer and participant?

Often in workshops that surface participant insights, the analysis of the artefacts and remnants are left for the workshop facilitators, usually back at a desk and with little time. Even with written reports, it is often a long tim...

05:15PM

06:00PM 2021-02-03
Short PaperHuman Centred Design and ancient Hindu philosophy in the context of embracing diversity and building coherent working environments
Presenting Author(s): Priyanka Rajwade Priyanka Rajwade

This is an on-going study which aims to explore the correlation between Human Centred Design (HCD) and Hindu philosophy and how it can be leveraged to create a more inclusive design practice by blending philosophy with contemporary design contexts and methodologies.

The social construct in India dictates that design that comes out of...

05:15PM

06:00PM 2021-02-03
Short PaperDesign performativity in cultural service for creating social impact
Presenting Author(s): Shu Hongming, Eleonora Lupo Shu Hongming , Elenora Lupo

In the increasingly complex social context, service design shows its advantage in dealing with wicked problems and provoking social innovation through systematic thinking and public participation. Besides the innovation in the dimension of problem-solving, service design has the potential to play an essential role in creating social impact to...

05:15PM

06:00PM 2021-02-03
Short PaperMoving towards plurality: Unpacking the role of service design in relation to culture
Presenting Author(s): Duan Zhipeng, Josina Vink, Simon Clatworthy Josina Vink , Zhipeng Duan , Simon Clatworthy

Over the past two decades, there has been growing discussion about the relationship between service design and culture. However, these discussions are often fragmented and ambiguous, limiting the nuance in how culture is understood in service design. As such, the purpose of this paper is to build a more comprehensive understanding of the role...

05:15PM

06:15PM 2021-02-03
Short PaperService Designing in Psychiatric Care
Presenting Author(s): Melisa Duque, Laurene Vaughan, Sarah Pink, Shanti Sumartojo Melisa Duque , Laurene Vaughan , Sarah Pink , Shanti Sumartojo

Designing services for care for a psychiatric precinct within the context of a major hospital development project is challenging. This paper reports on research that contributes to contemporary discourse on the interconnections between service design and infrastructures of healthcare. This is what Bitner (1992) named as a ‘servicescape’- the ...

05:15PM

06:15PM 2021-02-03
Short PaperThe Emergency Department waiting room: towards a Speculative Service Design framework
Presenting Author(s): Troy McGee, Daphne Flynn, Selby Coxon, Rowan Page Troy McGee , Daphne Flynn , Selby Coxon , Rowan Page

This paper describes an experimental, methodological approach to design research that draws upon the methods of speculative design and service design to present the framework of Speculative Service Design (SSD). This framework aims to aid service designers to explore and interrogate the tensions within future service experiences. Its goal is ...

05:15PM

06:15PM 2021-02-03
Short PaperService Design in the Philippines: Tensions in Human-Centred Design and humane design
Presenting Author(s): Beatrice Luna Beatrice Luna

Services are the largest contributor to the Philippines’ economy, prompting the necessity of exploring what service design might contribute to the country. This paper seeks to explore what service design means in a country like the Philippines, where business interests, customer demands, and working conditions of service staff rarely intersec...

05:15PM

06:15PM 2021-02-03
Short PaperFrom product centricity to services: Design workshops and maps as tools in strategy articulation
Presenting Author(s): Olivia Harre, Lene Nielsen Olivia Harre , Lene Nielsen

This paper explores how an IT company wants to change from product-centricity to servitization. A cross-functional customer journey workshop mapped the current state from the customer’s point of view, and by identifying opportunities, it identifies gaps in becoming a service organization. Activities in the workshop focused on mapping a curren...

06:15PM

07:00PM 2021-02-03
Long PaperThree perspectives on inclusive service design: User-centred, adaptive systems, and service logics
Presenting Author(s): Yang Huan, Mattias Arvola, Stefan Holmlid Yang Huan , Mattias Arvola , Stefan Holmlid

How do we design services that are inclusive and accessible to a wide variety of users (e.g. people with disabilities, of different ethnical backgrounds, of different genders)? Inclusive design has been extensively researched in product design and architecture, but less has been done in the area of service design. We will, in this conceptual ...

06:15PM

07:00PM 2021-02-03
Long PaperRobots in service design: Considering uncertainty in social interaction with robots
Presenting Author(s): Johan Blomkvist, Sam Thellman, Tim Overkamp, Stefan Holmlid, Tom Ziemke Stefan Holmlid , Johan Blomkvist , Tom Ziemke , Sam Thellman , Tim Overkamp

As robots become more prevalent in society, they will also become part of service systems, and will be among the materials that designers work with. The body of literature on robots in service systems is scarce, in service research as well as in service design research, especially regarding how to understand robots in service, and how design ...

06:15PM

08:15PM 2021-02-03
WorkshopsQuo vadis? Exploring the future of service design
Presenting Author(s): Martina Čaić, Ana Kustrak Korper, Vanessa Rodrigues, Josina Vink, Stefan Holmlid Stefan Holmlid , Vanessa Rodrigues , Josina Vink , Ana Kustrak Korper , Martina Čaić

Is service design dying or morphing? What will the future role of service designers be - data scientists, business optimizers, public servants, sustainability advocates, ethicists, politicians? What changes need to be made in educating future service designers to take on such roles? Which trends (e.g., digitalization, viral epidemic outbreaks...

06:15PM

08:15PM 2021-02-03
WorkshopsAddressing tensions and paradoxes of my data: A service design perspective
Presenting Author(s): Alessandro Carelli Alessandro Carelli

With personal data being recognised as the engine of digital economy and digital contact tracing systems being placed at the core of the national strategies for containing the spread of the Covid-19 pandemic, addressing tensions and paradoxes affecting the personal data management landscape has never been so urgent.

Contributions fr...

06:15PM

08:15PM 2021-02-03
Workshops'Teu le Va' (nurture the space) in-between intersectionality
Presenting Author(s): Marion Muliaumaseali'I Marion Muliaumaseali'I

A workshop focused on the ServDes. 2020 theme of ‘Plurality’ with the intention to provide innovative tools that generate experiences validating participants from diverse
backgrounds through the lens of Intersectionality and the Samoan concept of space; called ‘Va’ or the space in-between.

Pacific author and academic Albert W...

06:15PM

08:15PM 2021-02-03
WorkshopsUnblock the tension while implementing service design
Presenting Author(s): Arthur Yeh, Yvonne Yam Arthur Yeh , Yvonne Yam

The value of excellent service design can only be realized when it has an organization’s buy-in and is being implemented. Service Designers not only need to focus on designing excellent service but also need to be concerned with the implementation of design, in a smooth and sustainable manner. 

In this highly practical and interacti...

06:15PM

08:15PM 2021-02-03
WorkshopsDesigning by ear
Presenting Author(s): Courtney McKee, Polly Goodwin, Andrew Ng Polly Goodwin , Courtney McKee , Andrew Ng

What if your customers’ experience of your service was non-visual? What if you couldn’t rely on sight to design your concepts? What would you let these constraints teach you? How would they change the way you designed for all?

People with disabilities live on the frontier of human experience by necessity. They represent the full spec...

07:15PM

08:15PM 2021-02-03
Regional Panelsด้น : ออกแบบสไตล์ไท๊ยไทย: Improvising Design, the Thai way
Presenting Author(s): Dr Khemmiga Teerapong, Fern Suthasina Chaolertseree, Prut Chutika Udomsinn, Jett Pisate Virangkabutra Khemmiga Teerapong , Fern Suthasina Chaolertseree , Prut Chutika Udomsinn , Jett Pisate Virangkabutra

ด้น : ออกแบบสไตล์ไท๊ยไทย
Services are gaining attention as an enabler of economic development in Thailand. While the term ‘service design’ may not be as widely known or used in industry, the western term ‘Design Thinking’ has gained huge popularity in Thailand. What are the drivers and how has that changed the landscape of innovation an...

08:20PM

09:45PM 2021-02-03
Thematic DiscussionsCulture and multiple logics when designing: understanding, navigating and influencing multiple worldviews as part of service design
Presenting Author(s): Daniela Sangiorgi and Simon Clatworthy Josina Vink , Melisa Duque , Simon Clatworthy , Joyce Yee , Daniela Sangiorgi , Sarah Drummond , Juan Sanin

This panel session aims to discuss the meaning, manifestations and interrelations of culture and institutional logics. Both are relevant concepts in contemporary service design research, and we are interested in exploring the different understanding people hold of these concepts. As part of this we will investigate the current strategies used...

10:00PM

11:00PM 2021-02-03
Regional Panels应对中国多元化的服务设计之道: The Tao of service design in facing pluralities in China
Presenting Author(s): Gao Bo, Associate Professor Hu Ying, Associate Professor Fan Qiangqiang Fan Qiangqiang , Gao Bo , Hu Ying

应对中国多元化的服务设计之道
This panel will discuss the context of China, a culture with 5000 years, that has developed rapidly in recent decades. Traditional cultures, industries and social organizations are impacted by accelerated influence of on-line and artificial intelligence technologies. The panellists, Associate Professor Gao Bo (Tongji Univ...

Day 3 — Thursday 4th Februrary 2021


Time (AEDT)
08:00AM

10:00AM 2021-02-04
Thematic DiscussionsEthics and interpersonal relationships
Presenting Author(s): Carla Cipolla and Aguinaldo dos Santos Miso Kim , Marcella Lomba , Carla Cipolla , Barbara Szaniecki , Luis Alt , Aguinaldo dos Santos , Claudio Pinhanez

This panel discussion explores how service designers deal with interpersonal values, such as trust, intimacy, respect; how these values - implicitly or explicitly - inform the way services are designed; how designers can potentiate or hinder these values and the consequences of these practices.

Chaired by Carla Cipolla and Aguinal...

10:30AM

11:15AM 2021-02-04
Long PaperHolding it open: Building capacity for self-determined collaborative service design
Presenting Author(s): Shana Agid, Kerry MacNeil, Gabrielle Bendiner-Viani, Ayesha Hoda, John Kefalas, Dilenia Santos, Randy Martinez Shana Agid , Gabrielle Bendiner-Viani , Ayesha Hoda , Kerry MacNeil , John Kefalas , Dilenia Santos , Randy Martinez

Despite welcome explorations of difference in Service Design approaches in recent scholarship, the prevailing notion that the field is measured by tools, methods, and outcomes limits how SD might contribute to open-ended practices of self-determined design and capacity-making in socially and politically-grounded contexts. We draw on a two-yea...

10:30AM

11:15AM 2021-02-04
Short PaperService design for mediating technology and experience in augmented reality: a case study of a holistic AR travel service
Presenting Author(s): Heng Zhang, Miso Kim, Chenrui Ye, Stephen Costa Heng Zhang , Miso Kim , Chenrui Ye , Stephen Costa

Augmented Reality (AR) is a technology that brings new possibilities to service design and delivery by projecting a digital layer of information directly on top of one’s physical surroundings. However, there is tension between its technology-centric applications and its use as a holistic service. To bridge this gap, we examined the representa...

10:30AM

11:15AM 2021-02-04
Short PaperDesigning for behavioural and institutional changes
Presenting Author(s): Masanao Takeyama, Kahoru Tsukui, Hiroshi Yamaguchi, Akihiro Sasaki, Satoshi Miyashita Masanao Takeyama , Kahoru Tsukui , Satioshi Miyashita , Akihiro Sasaki , Hiroshi Yamaguchi

Although the popularizing approach of behaviour design and the recently-introduced perspective of service ecosystem design (Vink et al., 2017; Vink, 2019) differ significantly in their purpose, focus, and theoretical backgrounds, these differences actually indicate an opportunity to integrate the two, to complement each other and facilitate b...

10:30AM

11:15AM 2021-02-04
Long PaperDignity as a principle of service design: a study of four perspectives on dignity and their applications to pedagogy
Presenting Author(s): Miso Kim Miso Kim

Dignity is a fundamental principle of today’s democratic society as well as human-centred design. Dignity is particularly important in the design of services. Services directly influence those who go through the service system, and many services seek to change their customers as a core outcome. Additionally, service co-production often starts...

10:30AM

11:15AM 2021-02-04
Short PaperThe paradox of delivering professional design services: The plurality of value
Presenting Author(s): Linus Tan Linus Tan

Do professional design services offer a service or design a product? A traditional definition rooted in the service economy might point to the former, but the theory of Service-Dominant Logic from marketing might suggest the latter. While this may appear purely as a semantic difference, it has severe implications on 1) how designers articulat...

05:00PM

06:00PM 2021-02-04
Long PaperUnpacking the nature of social structures as the materials of service design
Presenting Author(s): Josina Vink, Kaisa Koskela-Huotari Josina Vink , Kaisa Koskela-Huotari

Service design is increasingly broadening its focus from creating intangible offerings to shaping service systems. This shift calls for a re-examination of the materials of service design. The traditional emphasis on touchpoints and service interfaces reflects a reductionist approach that leaves service design practitioners tinkering with dis...

05:00PM

06:00PM 2021-02-04
Long PaperDesigning to facilitate and enrich human relationships for complex societal challenges
Presenting Author(s): Mieke van der Bijl-Brouwer Yang Huan , Mieke van der Bijl-Brouwer

Service designers increasingly tackle complex societal challenges, also referred to as social innovation. To address such challenges, a growing group of designers has started to combine their design practices with systems thinking practices. Systems thinking is about zooming out, considering things in relation to a larger system, or indivisib...

05:00PM

06:00PM 2021-02-04
Long PaperPatterns of disruption: Diagnosing response mechanisms in actor networks
Presenting Author(s): Vanessa Rodrigues, Stefan Holmlid, Johan Blomkvist Stefan Holmlid , Vanessa Rodrigues , Johan Blomkvist

Service, and failures associated with it, occur in networked contexts. It is important to understand patterns of disruptions in service, and how actors influence possible failures through their participation as this can impact value creation. This paper reports the results of an interview study analysed using critical incident theory supporte...

06:15PM

07:00PM 2021-02-04
Short PaperCurrent and future trajectories for Service Design education: Views from educators in academia
Presenting Author(s): Begüm Becermen, Luca Simeone Begüm Becermen , Luca Simeone

In the past few years, higher education programs in service design have been steadily growing. Mostly positioned as master’s degrees within varied faculties and departments, these programs propose quite diverse educational offerings. To explore such variety, this short paper presents the preliminary findings of some in-depth interviews with t...

06:15PM

07:00PM 2021-02-04
Short PaperHear hear! Why sound in service design should matter
Presenting Author(s): Ana Kustrak Korper, Vanessa Rodrigues, Johan Blomkvist, Stefan Holmlid Stefan Holmlid , Vanessa Rodrigues , Johan Blomkvist , Ana Kustrak Korper

Current tools and techniques used in everyday design practice are focused on managing the complex information of service systems primarily through visualization. The visual in methods has become a dominant norm prevalent in service design practice. In wanting to counteract the emphasis on visualization, we direct attention to qualities of sou...

06:15PM

07:00PM 2021-02-04
Short PaperDo they (know they) need a service designer? An investigation of service design capabilities through the lens of the market.
Presenting Author(s): Drude Emilie Holm Ehn, Amalia de Götzen, Luca Simeone, Nicola Morelli Drude Emilie Holm Ehn , Amalia de Götzen , Luca Simeone , Nicola Morelli

Freshly graduated service designers are often struggling to align with the expectations that companies have when they are looking for a service designer. The understanding of what service design is, which capabilities a service designer has and how these capabilities can create value for the company can be very different, making it difficult ...

06:15PM

08:15PM 2021-02-04
WorkshopsBespoke tools for co-designing diverse and inclusive feminist futures
Presenting Author(s): Allison Edwards, Hannah Korsmeyer Hannah Korsmeyer , Allison Edwards

This workshop invites you to an in-depth discussion about the complexity of working with bespoke co-design materials. Together, we will examine different iterations of a set of tools that were developed for co-design workshops to interrogate (and envision anew) the relationship between gender and cities. Through examining these specific tools...

06:15PM

08:15PM 2021-02-04
WorkshopsStrengthen emotional skills for service designers as facilitators
Presenting Author(s): Mariluz Soto, Melanie Sarantou, Satu Miettinen Mariluz Soto , Melania Sarantou , Satu Miettinen

We will be presenting a workshop for service designers aimed at developing and strengthening emotional skills, especially with regards to facilitating co-creation processes. Through the exploration of methods, we seek to broaden or induce the awakening of the sensibilities of service designers in their role as workshop facilitators. Emotional...

06:15PM

08:15PM 2021-02-04
WorkshopsBehavioural Design for positive impact
Presenting Author(s): Fiona Meighan, Harriet McDougall Fiona Meighan , Harriet McDougall

Behavioural Design is the practice of understanding cognitive biases and human motivations to design interventions that influence a change in behaviour.

In a world where we have witnessed the impact of the unintended consequences of influencing human behaviour, MAKE and STREAT have teamed up to explore behavioural design to help crea...

06:15PM

08:15PM 2021-02-04
WorkshopsService design meets strategic action: Exploring new tools for activating change
Presenting Author(s): Laura Santamaria, Ksenija Kuzmina Laura Santamaria , Ksenija Kuzmina

Design can positively contribute towards the highly complex social, economic and environmental problems we face today. One key area in design for social change is to empower citizens to activate change that disrupts built-in systemic inequalities and exploitative practices. This workshop presents the ‘Action Heroes Journey’, a resource kit co...

06:15PM

08:15PM 2021-02-04
WorkshopsThe Playdate: Exploring how to host a learning exchange
Presenting Author(s): Lisa Grocott, Ilya Fridman Lisa Grocott , Ilya Fridman

If we want service design to evolve in conversation with the socio-cultural messiness inherent to the field, we should carve out spaces where we regularly question and explore our practices. This session plays with how we might translate the experiential conference workshop to the workplace. The kids playdate is introduced as an analogous sit...

07:15PM

08:15PM 2021-02-04
Short PaperThe non-participatory patient
Presenting Author(s): Juan Sanin Juan Sanin

This paper discusses tensions and paradoxes of codesign paradigms and calls for more plural approaches to participation in order to establish collaborations with non-participatory users. It builds on research experiences in the field of design for wellbeing to challenge assumptions about user participation and introduce the concept of ‘the no...

07:15PM

08:15PM 2021-02-04
Short PaperUnderstanding uptake to support mobile service design - towards a practical model to assess the uptake of a mobile application supporting clients with drug and alcohol addiction
Presenting Author(s): John Murphy, Frederica Densley, Stuart Ross Frederica Densley , John Murphy , Stuart Ross

‘eRecovery’ is a suite of software providing an adjunct to clinical support for clients with a substance addiction to help manage relapse behaviour. As part of working on the design and implementation of a 24-month trial of eRecovery, we have created a practical, situated model of the uptake and use of the client facing mobile application sof...

07:15PM

08:15PM 2021-02-04
Short PaperHuman Centred Service Design in the context of sport participation
Presenting Author: Iva Halacheva Iva Halacheva

The positive impact of sport participation is well researched and documented worldwide and the results are nothing short of amazing. Some of the major social challenges in contemporary societies have been successfully tackled through sport: mental and physical health, job creation, poverty alleviation, community development and crime preventi...

07:15PM

08:15PM 2021-02-04
Short PaperThe hidden ‘co-designers’ of service: exploring policy instruments in e-messaging
Presenting Author(s): Adeline Hvidsten Adeline Hvidsten

Approaching services as sociomaterial constellations might bring to the fore new temporalities and accountabilities in designing, beyond that of the immediate service (Kimbell & Blomberg, 2017). This work-in-progress paper draws on a processual study (Langley, 1999) from Norwegian health care. It is inspired by objectivist strands of Scie...

08:20PM

09:45PM 2021-02-04
Thematic DiscussionsMetaphors of service
Presenting Author(s): Stefan Holmlid and Ana Kustrak Korper Stefan Holmlid , Zhipeng Duan , Shu Hongming , Priyanka Rajwade , Ana Kustrak Korper , Beatrice Luna , Andy Polaine

In our daily language, as well as the scientific language, about service, there are a set of dominant metaphors used. Metaphors are powerful structures that directs our thinking, what we understand as possible, as well as establishes power initiatives. In this panel we dissect some of the dominant metaphors, and explore other possible, and ma...

10:00PM

11:00PM 2021-02-04
Regional PanelsDesigning toward a creative city: Positioning the citizen in Singapore’s rebranding
Presenting Author(s): Dr Jung Joo Lee, Dr Carol Soon, Debbie Ng of ThinkPlace, Justin Zhuang, Vicky Gerard Debbie Ng , Jung Joo Lee , Carol Soon , Vicky Gerard , Justin Zhuang

This panel will examine the intentions and practices underlying the Design 2025 call to engage the Singapore public in the country's national design identity. While the government recognises that this will require an opening up of social and political spaces more conducive to experimentation and innovation; complete freedom of public expressi...

Day 4 — Friday 5th Februrary 2021


Time (AEDT)
08:00AM

08:15AM 2021-02-05
Student ForumWelcome to the Student Forum
Presenting Author(s): Judith Glover, Emma Luke, Linus Tan Linus Tan , Emma Luke , Judith Glover

Welcome to the Student Forum by Student Forum Chairs: Judith Glover, Emma Luke, Linus Tan

Europe (CET): 4th February 2021 10:00 pm to 10:15 am

US (EST): 4th February 2021 4:00 pm to 4:15 pm

08:15AM

09:00AM 2021-02-05
Student ForumRethinking service design in addressing antimicrobial resistance in India
Presenting Author(s): Delina Evans, Alison Prendiville Delina Evans , Alison Prendiville

This abstract presents initial stages of a PhD project that is rethinking service design tools within the area of antimicrobial resistance (AMR) as an opportunity to critique their role in complex social challenges in the Global South, focusing on India.

AMR is when antimicrobial drugs designed to treat infections caused by micro-o...

08:15AM

09:00AM 2021-02-05
Student ForumOperating under pressure: Alleviating hospital tensions through Service Design
Presenting Author(s): Elle Miller, Christopher Rabineau, Kendra Rabineau Christopher Rabineau , Elle Miller , Kendra Rabineau

With surgical drapes being purchased and sold as a commodity, our client knew they had to innovate to create market value. Cardinal Health, a Fortune 50 healthcare services and products company, challenged our team to understand how users are interacting with surgical drapes and propose design solutions that mitigate pain points in the operat...

08:15AM

09:00AM 2021-02-05
Student ForumEmergency department futures: A design investigation into ED waiting rooms
Presenting Author(s): Troy McGee, Daphne Flynn, Selby Coxon, Rowan Page Troy McGee , Daphne Flynn , Selby Coxon , Rowan Page

What will the Emergency Department (ED) of the future look like in 2030? 2050? 2100?

How will we experience ‘urgent healthcare’? How will it be delivered, and how might we access it? What are the dilemmas, challenges and opportunities that are afforded by the future? This poster presents a practice-led PhD which aims to explore the E...

08:15AM

10:15AM 2021-02-05
Thematic DiscussionsLabour, politics, ethics, governance
Presenting Author(s): Co-Chaired by Lara Penin and Sean Donahue Lara Penin , Shana Agid , Martina Čaić , Kate McEntee , Reuben Stanton , Sean Donahue

This panel unpacks how service design conditions labour and structures of governance by highlighting the importance of ethics and politics.

Co-Chaired by Lara Penin and Sean Donahue

Panelists: Shana Agid, Kate McEntee, Martina Čaić, Reuben Stanton

Europe (CET): 4th February 2021 10:15 pm to 12:15 am

U...

09:15AM

10:00AM 2021-02-05
Student ForumPsychological safety in design: The role of leadership in creating optimal climates for innovation
Presenting Author(s): Leander Kreltszheim, Jennifer Lennon Leander Kreltszheim , Jennifer Lennon

It is widely accepted that design and innovation require ‘outside-the-box’ thinking, risk-taking, radical collaboration, the questioning of assumptions and a ‘fail-fast-learn-fast’ mentality (Brown, 2009; Cross, 2011; Dyer et al, 2011). However, while considerable literature currently investigates the elements of an innovation culture, relati...

09:15AM

10:00AM 2021-02-05
Student ForumUncomfortable immersion
Presenting Author(s): Chloe Coelho Chloe Coelho

The uniqueness of grief makes it troublesome for design to facilitate meaningful impacts in the processes of grieving. It’s a complicated emotion to consolidate, differing between every person. Western society is not well equipped with the necessary knowledge needed to begin understanding and supporting others in grief (Devine, 2017).

...

09:15AM

10:00AM 2021-02-05
Student Forum‘Discovering the reason that underlies unreason’: Developing designers’ intuition to guide decision-making in the design process
Presenting Author(s): Leander Kreltszheim Leander Kreltszheim

Intuitive decision-making is often referred to as a key characteristic of human-centred design (HCD): Brown (2009) advises designers to ‘sometimes just choose the right partner, clear the dance floor, and trust our intuition’; IDEO (2009) similarly describes HCD as an ‘inherently intuitive process’ and encourages designers to ‘always feel lik...

10:30AM

11:30AM 2021-02-05
Regional Panels景気減速社会のためになる"サービス"は何だろうか: How to reframe ‘service’ values in a Japanese de-growth society?
Presenting Author(s): Yuki Uchida, Koki Kusano, Momoko Tamada, Proffessor Daijiro Mizuno, Proffessor Masano Takeyama Yuki Uchida , Koki Kusano , Daijiro Mizuno , Masanao Takeyama

景気減速社会のためになる"サービス"は何だろうか
While Japan is the third largest economy in world, following China and the US, paradoxically, over the last 20 years, its economy has been under general degrowth due to increasing ageing population and severity in natural disasters. This means the modern agenda for rapid expansion and economic progress can no lo...

05:30PM

06:30PM 2021-02-05
Student ForumArtificial intelligence in sustainable food systems design
Presenting Author(s): Stephanie Camarena Stephanie Camarena

By 2050, the current challenges faced by our food systems will be further amplified by the need to feed 9 billion people. Water scarcity, pollution, soil degradation and the impacts of climate change on agricultural production are only a few of the environmental constraints we face. Designing services in any area of the food chain can no long...

05:30PM

06:30PM 2021-02-05
Student ForumSensory Design: Making sense of tensions, plurality and paradox in a culturally contested heritage site
Presenting Author(s): Kate Storey Kate Storey

My PhD focuses on the redesign of Montsalvat’s visitor and service experience. Montsalvat is, “historically, technically, architecturally, aesthetically, socially and spiritually significant”, (Willingham, 2010); however, visitors are unable to access its rich histories. The site is transitioning from an Artists Colony to an Arts Centre, it i...

05:30PM

06:30PM 2021-02-05
Student ForumFlip, split or extend – helping ‘mum and dad developers’ navigate housing design processes
Presenting Author(s): Nicholas Temov Nicholas Temov

How do we apply service design theories to improve the way ‘mum and dad developers’ navigate housing design processes to achieve more liveable house designs in Australia's middle-ring suburbs?

With over 300,000 people migrating to Australia’s capital cities in 2018/19 alone (Australian Bureau of Statistics, 2020), there is pressure o...

05:30PM

06:30PM 2021-02-05
Student ForumChief Design Officers in public organisations: What design leadership do we need in Singapore’s public organisations?
Presenting Author(s): Debbie Ng Debbie Ng

Governments around the world are making tremendous efforts to innovate as they face the pressure of the VUCA - Volatile, Uncertain, Complex, and Ambiguous - world (Pollitt & Bouckaert, 2004; Kingsinger & Walch, 2012). Design thinking (Brown, 2008; Martin, 2009) as a human-centred approach provides clues to reform the public organisati...

05:30PM

06:30PM 2021-02-05
Student ForumService design meets Chinese culture
Presenting Author(s): Giulia Capriotti Giulia Capriotti

Service Design (SD) and Design Thinking (DT) share many pillars - both are human-centred, holistic, iterative, real, collaborative - and DT cognitive processes are widely used to design services. Both have Western roots and both are informed by culture (Thoring et al., 2014), therefore, Western culture is mirrored in how these processes are s...

06:00PM

07:00PM 2021-02-05
Short PaperBeing community and culturally-led: Tensions and pluralities in evaluating social innovation
Presenting Author(s): Joyce Yee, Yoko Akama, Khemmiga Teerapong Joyce Yee , Yoko Akama , Khemmiga Teerapong

Evaluating benefits for society is a common requirement for most social innovation programmes, yet evaluating social impact is one of the most challenging tasks. This challenge has salience for service design and designing social innovation – both fields that seek to make social impact. This paper shares insights from researching social innov...

06:00PM

07:00PM 2021-02-05
Short PaperCan design thinking techniques drive citizen engagement in public sector consultation?
Presenting Author(s): Paul Blake, Lisa Marie Dema Paul Blake , Lisa Marie Dema

Human-centred design gains ever more traction within the Australian public sector.
But what of the application of design thinking in driving citizen engagement in public sector consultation? Which techniques add the most value?
In a behind-the-scenes look at a design-led public consultation, we (Splendid Studio) evaluate our ch...

06:00PM

07:00PM 2021-02-05
Short PaperRelational identities: how service co-design can help improve the minority experience and becoming ourselves
Presenting Author(s): Nevena Balezdrova, Youngok Choi, Busayawan Lam Nevena Balezdrova , Youngok Choi , Busayawan Lam

Research shows that conventional care for older immigrants across the UK remains inaccessible. Cultural and system ensued barriers impact on self-confidence and personal agency. Often evading dealing with the state altogether, this user group rely heavily on word of mouth and informal family care. This significant lack of personal agency is s...

06:00PM

07:00PM 2021-02-05
Short PaperService tools linking values with technology in a sustainable home refurbishment
Presenting Author(s): Stella Boess Stella Boess

Sustainable home refurbishments are part of the many efforts needed in climate change mitigation. This practice note presents service tools that aim to link the residents’ values with the technology they will use after a sustainable refurbishment of their home. This technology will affect their daily living practices. In a recent sustainable ...

06:45PM

07:30PM 2021-02-05
Student ForumService delivery of architectural design services: An experience-centric analysis
Presenting Author(s): Linus Tan Linus Tan

How architects provide their design service to clients have predominantly remained unchanged since the professionalisation of the architecture practice. Paradoxically, what the architects provide in each of these services are customised to each client. Since the architect’s unique designs are concealed by standardised service delivery, how wi...

06:45PM

07:30PM 2021-02-05
Student ForumAdopting a service design approach in financial organisations
Presenting Author(s): Virpi Kaartti Virpi Kaartti

The purpose of the study is to increase knowledge of adopting a service design (SD) approach in financial organisations in Northern Europe. The study focuses on the strategic and corporate levels. The main purpose is specified by the following objectives:

To explore

-the motives, challenges and opportunities of adopting th...

06:45PM

07:30PM 2021-02-05
Student ForumWork right: Building a way to work together through Service Design
Presenting Author(s): Nick Jumara Nick Jumara

Formalising the creative process is often wrought with good intentions and the necessity to quantify, package and sell time. When working in strategic and creative design fields, decisions are regularly made about the path to best deliver work that balances both quality and profitability. Is it fundamentally a question of standardisation? Do ...

07:15PM

08:45PM 2021-02-05
Thematic DiscussionsImpact, transitions, speculations
Presenting Author(s): Abby Lopes and Bridget Malcolm Rebecca Anne Price , Ravi Mahamuni , Bridget Malcolm , Ksenija Kuzmina , Abby Mellick Lopes , Lucy Kimbell

The pandemic has brought acute attention in ways that are intensely felt and experienced to question the impact and sustainability of our existing systems and structures. What are the existing research and practices in Service Design and beyond that can enable us to engage with some of the pressing issues?

Chaired by Abby Mellick L...

07:45PM

08:45PM 2021-02-05
Short PaperOverarching servitization processes in industrial manufacturing – a scoping review
Presenting Author(s): Bart Bluemink, Lianne Simonse, Sicco Santema, Odeke Lenior Bart Bluemink , Lianne Simonse , Odeke Lenior

This paper summarises servitization research concerning product-service system design processes in the manufacturing industry, considering the overarching value chain. We used a methodological scoping framework to create a systematic overview of scientific papers in the context of the B2B manufacturing industry.

We identified five m...

07:45PM

08:45PM 2021-02-05
Short PaperActionable attributes of service design for business
Presenting Author(s): Joanna Rutkowska, Froukje Sleeswijk Visser, David Lamas Joanna Rutkowska , Froukje Sleeswijk Visser , David Lamas

The role of service deliverables in the early phases of service development has been studied both in academia and practice. We lack knowledge on the impact of service deliverables for the later phases of the service development process in which service designers are usually not engaged. In this paper, we aim to understand what attributes of s...

07:45PM

08:45PM 2021-02-05
Short PaperDesigning blockchain based services
Presenting Author(s): Clive Grinyer Clive Grinyer

Distributed Ledgers or Blockchain-based systems have the potential to provide enablers for the development of future services. By combining deep encryption, tamper-proof transparency and secure personal data to a wide variety of services, there are great opportunities for the development of new services.

In developing new service exp...

07:45PM

08:45PM 2021-02-05
Short PaperAn application framework of service design for servitization
Presenting Author(s): Peng Lu Peng Lu

Einola et al. (as cited in Kohtamäki, Rabetino, & Einola, 2018, p. 186) pointed out that “the tensions that manufacturers face when transitioning from manufacturing products toward the provision of customized integrated solutions are often paradoxical in nature,” which could be taken as the cultural and corporate challenges of adopting a ...

09:00PM

09:45PM 2021-02-05
Special EventStudent Forum Keynote. An Imperative for Systemic Transitions. Complexity – in time for change
Presenting Author(s): Mark Strachan Mark Strachan

In an ever-changing and challenging world, design has the capacity to contribute and shape how we navigate the present and our collective futures. We have witnessed how design practices have evolved in recent decades and explored opportunities to provide ever-increasing value and impact across different sectors of commerce and society. Howeve...

09:50PM

10:45PM 2021-02-05
Special EventPlenary session: So what for Service Design field, industry, government, research and education?
Presenting Author(s): Cameron Tonkwinwise and Yoko Akama Tristan Schultz , Lauren Tan , Ash Alluri , Dan Hill , Cameron Tonkinwise , Yoko Akama

What have we learnt from the diversity of presentations and discussions of ServDes.2020? This plenary session addresses 'so what' for the field, industry, research and education of service design to examine what the conference indicates for these sectors. The panelists are special guests who are highly regarded in their area of work with busi...

10:45PM

11:00PM 2021-02-05
Special EventClosing performance by Wiradjuri soprano Shauntai Batzke
Presenting Author: Shauntai Batzke Shauntai Batzke

Wiradjuri soprano Shauntai Batzke is one of Australia’s leading vocalists and a major emerging compositional voice in the Australian art music scene, migrating across genres. ServDes.2020 is absolutely thrilled to have Shauntai close the conference on Day 4 in a performance in her own Wiradjuri language.

This Closing Performance will...