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ServDes2020

2–5 February 2021

RMIT UNIVERSITY, MELBOURNE AUSTRALIA

Short Paper

Moving towards plurality: Unpacking the role of service design in relation to culture

05:15PM

06:00PM
Presenting Author(s): Duan Zhipeng, Josina Vink, Simon Clatworthy
03 February 2021
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Please be aware that multiple presentations will take place during this session commencing at 05:15PM AEDT and share the same zoom link. Check how presentations are clustered in the program spreadsheet when adding the calendar.

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 of service design in relation to culture by drawing together discussions from existing literature. What emerges from our literature analysis is a framework presenting four different views on the role of service design in relation to culture, each with distinct interpretations of culture and its connection to service design. Furthermore, we present the emerging issues related to each of these four views, highlighting the overall necessity of attending to cultural pluralities in service design. We propose that a dynamic movement between these different views can provide service design practitioners and researchers with a decentralized perspective that can help them get unstuck from perpetuating a single, static understanding of culture.

Europe (CET): 3rd February 2021 7:15 am to 8:00 am

US (EST): 3rd February 2021 1:15 am to 2:00 am

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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.

Zhipeng Duan
Zhipeng Duan
Oslo School of Architecture and Design

Duan Zhipeng is a PhD candidate in the Institute of Design at the Oslo School of Architecture and Design (AHO) in Norway. Duan’s research focuses on the relationship between service design and culture. His PhD study investigates how an emerging conception of cultural plurality can be used in order both to offer a more inclusive and respectful narrative of the complexity of culture and to reimagine the boundaries of service design in plurality. Duan’s practice is particularly entangled with the transformation of healthcare in both Norway and China, to enhance the capability of service design confronting the complexity of culture in the system of healthcare.

Simon Clatworthy
Simon Clatworthy
Oslo School of Architecture and Design

Simon is professor of interaction design and is responsible for the area of Service Design at the school. Simon started working with interaction design using participatory design methods for the design of control rooms in 1983. Since then his work has swung between research and professional consultancy. He built and led a successful multidisciplinary team at Telenor that developed future business concepts for mobile services and interactive TV. He has led a large Nordic ICT consultancy, run his own company and been in a dot.com start-up.

His research interests stem from his MBA in Design Management, and have very much focussed upon the role of design at the strategic and tactical levels of an organisation. His focus during the past years has been upon enabling organisations to create value from incorporating design into the innovation process. More recently he has started to focus upon how organisations should change such that they can better develop and support the delivery of memorable customer experiences. This bridges multiple disciplines from marketing, organisational design, change management and service design.