Short Paper
Challenges facing service design practitioners: a pilot study
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07:00PM
Please be aware that multiple presentations will take place during this session commencing at 06:00PM AEDT and share the same zoom link. Check how presentations are clustered in the program spreadsheet when adding the calendar.
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 research; 3) assessing the business and organisational value of service design and the extent to which it is able to actually change roles within organisations; 4) design in the organisation where silos, culture, maturity, willingness to change and acceptance of design can all limit the usefulness of service design, 5) obstacles to implementation and 6) designer identity and how it can impact expectations. While some of these challenges are inherent to design approaches, others keep recurring in studies of (service) design practice and should be given more attention and taken seriously by academia.
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My research focus on what happens to design when it meets new theoretical or practice areas, and seeks to integrate with these, such as the practices of service design, design for policy, and design for service.
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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.
Johan Blomkvist is a senior researcher at the Computer and Information Science Department at Linköping University. His research focuses on service prototyping and understanding the relationship between people and physical manifestations of service and design artefacts. Based on research within cognitive science and related fields, he has suggested new tools and explored existing ones throughout the development of service design in an academic context.
When Tim Overkamp moved from product design to service design, he became interested in how service ideas are implemented. This became the topic of his PhD in Design at the Department of Computer and Information Science at Linköping University in Sweden. In his thesis, which he successfully defended in 2019, he developed two perspectives on service transformation that address how services change, as well as how service developers and designers can support those changes. He is currently interested in how organisations can use design as a way of learning, in order to successfully transform their services in a continuous way.