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ServDes2020

2–5 February 2021

RMIT UNIVERSITY, MELBOURNE AUSTRALIA

Workshops

Quo vadis? Exploring the future of service design

06:15PM

08:15PM
Presenting Author(s): Martina Caic, Ana Kustrak Korper, Vanessa Rodrigues, Josina Vink, Stefan Holmlid
03 February 2021

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, climate change, aging populations, refugee crisis) deserve particular attention in the service design community? Where and how can the service design mindset, process, methods and tools contribute the most in leading us towards preferred futures? Addressing the tensions topic of this conference, this workshop tackles existential questions about service design and aims to collaboratively explore the potentially conflicting ways in which service design researchers, practitioners, and educators foresee the future landscapes of service design.

In this hands-on workshop, participants will be guided through four group activities. First, mapping the status quo of service design, where different teams will share their perspectives on the current state of the field. Second, assessing the status quo, where different teams will be evaluating the field’s pains and gains to identify opportunities and threats. Third, anticipating relevant trends, where participants will be sensitized to the burning challenges from the external environment. Fourth, envisioning and discussing potential futures of service design, where participants will identify priorities for service design research, practice, and education. We invite participants of varied backgrounds to join us and share their experiences and views in this lively discussion on the future of service design.

Europe (CET): 3rd February 2021 8:15 am to 11:15 am

US (EST): 3rd February 2021 2:15 am to 4:15 am

Download Event Paper
Vanessa Rodrigues
Vanessa Rodrigues
Linköping University

Vanessa Rodrigues is a doctoral student in design at Linköping University, Sweden and a former Marie Sklodowska – Curie research fellow within the Service Design for Innovation Network. Her PhD research focuses on fostering a more nuanced understanding of resilience in service systems that better accounts for how to enable much needed service system resilience through service design. Other areas of research interest include the future of service design as well as designing for service systems, social impact services, nomadic welfare, healthcare and policy. She holds a M.Sc. in International Business from Maastricht University, The Netherlands and has prior work experience in hospitality and consulting.

Josina Vink
Josina Vink
Oslo School of Architecture and Design

Josina Vink is an Associate Professor in service design at the Oslo School of Architecture and Design (AHO) and Design Lead within the Center for Connected Care (C3) in Norway. Josina’s research explores how design can create profound and significant change in healthcare by reshaping social structures. She recently finished her PhD on service ecosystem design at the Service Research Center (CTF) in Karlstad University, Sweden as a Fellow of the European Union’s Marie Curie Horizon 2020 program within the Service Design for Innovation Network (SDIN). In addition, she has worked for ten years as a service and system designer in health and care, including at the Mayo Clinic Center for Innovation in the United States and the Center for Addition and Mental Health in Canada. In her practice, she has developed new services, supported policy change, facilitated shifts in practices across sectors, and led social lab processes.

Ana Kustrak Korper
Ana Kustrak Korper
Linköping University

Ana Kustrak Korper is a PhD candidate at the Linköping University, Sweden. She was an early-stage researcher at the EU fellowship Service design for innovation network (SDIN), part of Marie Curie Innovative Training Programme, starting her PhD at the Faculty of Engineering, University of Porto in Portugal and continuing it at the Linköping University. Her educational background is in business and management, and musicology. Her research focuses on service design as an innovation practice especially in technology-driven organizations.

Martina Čaić
Martina Čaić
Hanken School of Economics

Martina Čaić is a post-doctoral researcher at CTF - Service Research Center at Karlstad University in Sweden and Aalto University, School of Arts, Design and Architecture in Finland. She is also an associate researcher at Hanken School of Economics in Finland. She received her PhD from Maastricht University in the Netherlands, where she was a Marie Curie Fellow funded by the Service Design for Innovation Network (SDIN). Her research addresses customer experiences in value networks, with a particular focus on robotic and ambient assisted living technologies. Specifically, she conducts research in healthy aging contexts, employing a service design mindset, tools, and methods to understand consumers' perceptions of disruptive technologies. Her research has been published in the Journal of Service Management, Journal of Services Marketing, International Journal of Social Robotics, and International Journal of Design.