2–5 February 2021


Short Paper

Actionable attributes of service design for business


Presenting Author(s): Joanna Rutkowska, Froukje Sleeswijk Visser, David Lamas
05 February 2021
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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 service deliverables help business clients to act upon the deliverables on their own after service designers are gone.

To elicit actionable attributes of service deliverables, e.g., reports, we conducted semi-structured interviews with five leading and recognizable service design consultants from Poland who lead service design consultancies. We identified three categories of actionable attributes of service deliverables: communication, contextual, and transformative attributes. The attributes might support service designers in empowering their clients to make use of the service deliverables in later phases of service development. 

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Joanna Rutkowska
Joanna Rutkowska
Tallinn University, Estonia

Joanna is an Information technology graduate, design researcher and service designer. Her urge to make technology more humane has driven her towards a career in design. As part of her Ph.D. studies at Tallinn University in Estonia, she is conducting research on service design entitled “Actionable service design deliverables.” She is the author of numerous scientific publications in the field of service design and design methods. Since 2013 she has been one of the authors of the “User Experience and Product Design in Poland” report. Her research interests include developing design strategies for supporting the cooperation between service design consultants and their clients. She is an advocate of co-creation as an approach to problem-solving. She is also interested in exploring design processes in the era of artificial intelligence.

Froukje Sleeswijk Visser
Froukje Sleeswijk Visser
Delft University of Technology

Froukje Sleeswijk Visser (PhD) is assistant professor at Faculty of Industrial Design Engineering at Delft University of Technology and works as an independent design researcher in design practice (www.contextqueen.nl). Her research focuses on roles and methodologies of designers in human centred design, codesign and service design. She is especially interested in developing design methodologies to realise social impact through multiple stakeholders collaboration; not only in concept phase but as well in implementation stages. www.studiolab.io.tudelft.nl/sleeswijkvisser

David Lamas
David Lamas
Tallinn University, Estonia

David Lamas heads the Human-Computer Interaction (HCI) group at Tallinn University’s School of Digital Technologies. He also serves as the chair of the Estonian chapter of ACM’s SIGCHI (http://sigchi.org), and as an expert member of IFIP’s TC13 (http://ifip-tc13.org). David’s main research interests are design theory and methodologies, and he has been designing organizations, communities and human technologies, systems and more since his post-doc at Michigan State University as a member of the MIND Labs network (http://www.mind-labs.org). He has done so in the USA, UK, Portugal, Cape Verde, and recently in Mozambique, Afghanistan and Estonia, developing through his experiences an acute understanding of how to shape and lead transformation processes.