Cover Image

Service Design Capabilities.

Bibliographic Details
Main Author: Morelli, Nicola.
Other Authors: de Götzen, Amalia., Simeone, Luca.
Format: eBook
Language:English
Published: Cham : Springer International Publishing AG, 2020.
Edition:1st ed.
Series:Springer Series in Design and Innovation Series
Subjects:
Electronic books.
Online Access:Click to View
Table of Contents:
  • Intro
  • Acknowledgements
  • Contents
  • About the Authors
  • List of Figures
  • List of Tables
  • 1 Introduction
  • 1.1 Why Are We Writing This Book?
  • 1.2 What Do We Mean by 'Service Design Capabilities'?
  • 1.3 Core Design Capabilities
  • 1.4 The Structure of the Book
  • 1.5 A Final Note About the Aims of This Book
  • References
  • 2 An Approach to Service Design
  • 2.1 Some Brief Historical Notes on the Idea of Service Design
  • 2.2 The Nature of Services in Relation to Value Creation
  • 2.3 Value Creation: The Evolution of a Concept
  • 2.4 Service as Interaction: The Time and Context of Value Creation
  • 2.4.1 The IHIP Paradigm
  • 2.4.2 The Limits of the IHIP Paradigm and Service Dominant Logic
  • 2.5 Service as Infrastructure: Designing the Process and Place for Value Creation
  • 2.6 Services as Systemic Institution: Introducing Elements of Change in the Institutional Context
  • 2.7 Summing Up: Working on Services on Three Logical Levels
  • References
  • 3 Core Service Design Capabilities
  • References
  • 4 Designing for the Level of 'Service as Interaction'
  • 4.1 What Is Design Action at This Level?
  • 4.2 The Role of Design at This Level
  • 4.3 Design Capabilities at This Level
  • 4.3.1 Controlling Experiential Aspects
  • 4.3.2 Engaging Stakeholders
  • 4.3.3 Modelling
  • 4.3.4 Addressing the Context
  • 4.3.5 Vision Building
  • 4.3.6 Summary
  • 4.4 Cases
  • 4.4.1 The IKEA Catalogue
  • 4.4.2 Tryg Nørrebro Station
  • References
  • 5 Designing for the Level of 'Service as Infrastructure'
  • 5.1 What Are Designers Designing at This Level?
  • 5.2 The Role of Design at This Level
  • 5.3 Design Capabilities at This Level
  • 5.3.1 Open Problem Solving
  • 5.3.2 Building Logical Architecture
  • 5.3.3 Vision Building
  • 5.3.4 Addressing the Context
  • 5.3.5 Summary
  • 5.4 Cases
  • 5.4.1 Platform-Based Services: Social Housing.
  • 5.4.2 Hackathons in the Open4Citizens Project
  • References
  • 6 Designing for the Level of 'Service as Systemic Institutions'
  • 6.1 What Are Designers Designing at This Level?
  • 6.2 The Role of Design at This Level
  • 6.3 Design Capabilities at This Level
  • 6.3.1 Vision Building
  • 6.3.2 Modelling
  • 6.3.3 Working Across Different Logical Levels
  • 6.3.4 Addressing the Context
  • 6.3.5 Summary
  • 6.4 Cases
  • 6.4.1 The Reform of the Australian Taxation System
  • 6.4.2 Living Labs
  • References
  • 7 Navigating Service Design Tools Using the Map of Capabilities
  • 7.1 Towards an Operative Paradigm
  • 7.1.1 Service as Interaction: Analytical Capabilities
  • 7.1.2 Service as Interaction: Design Capabilities
  • 7.1.3 Service as Interaction: Representation Capabilities
  • 7.1.4 Service as Infrastructure: Analytical Capabilities
  • 7.1.5 Service as Infrastructure: Design Capabilities
  • 7.1.6 Service as Infrastructure: Representation Capabilities
  • 7.1.7 Service as Systemic Institution: Analytical Capabilities
  • 7.1.8 Service as Systemic Institution: Design Capabilities
  • 7.1.9 Service as Systemic Institution: Representation Capabilities
  • 7.2 References to the Tools Mentioned in This Book
  • References
  • 8 Beyond This Book
  • References.

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