Is service design boring?
My thoughts and my doubts on service design, or at least on my approach to this, after the service and experience design workshop in Kuopio
Continue Reading 14 comments September 10, 2009
Re-Pubblic, an Online Journan on innovation in political theory and practice, has published a special issue on Innovative Service Design for All, to which I contributed.
The issue, coordinated by Artemis Yagou, includes contributions of different kinds, from theoretical aspects of the industrialisation of services (my paper) to dyslexia-friendly classes in Greece. With this special issue, the online journal proposes the discussion of service design in countries, like Greece and India, where new issues, such as environmental concerns and multicultural challenges are imposing an open discussion on the transformation of services.
Add comment August 14, 2009
A new blog on Service Design Research
There are many blogs on service design, but few of them focus on research aspects, for this reason a group of scholars from different universities havejust opened a new blog on Service Design Research. The blog will support a dialogue on ideas and concepts related to the ongoing research on service design. The blog will collect interviews on service design from some of the major experts in this area and in the area of strategic design, together with several other initiatives.
Check it out at http://www.servicedesignresearch.com
2 comments June 14, 2009
Help finding scenarios
I’m organising a project on tracking systems for elderly people. The scenario is as follow:
Elderly people, their relatives, friends and assistance personnel living in a specific area can carry a GPS device (it maybe their own mobile phone) which make it possible to visualise their position on a map (maybe google maps). They can also send short messages as in Twitter or Google Latitude. The visualisation may be possible both on a mobile phone screen or on a computer at home, possibly using applications like facebook (or any other application that support any kind of social interaction).
I’m trying to figure out how this scenario could define new services for
- functional use (i.e. telemedicine, assistance services, ask for help)
- Persona use (i.e. reassurance when living alone)
- Social networking (i.e. inviting people for lunch, going out for a walk)
So, this is a call for contribution: any idea about how to use this opportunity?
I promise that I will publish a list of all the possible scenarios on this blog. We may also think of an award for the best idea, but if I promise for instance a trip to Aalborg I’m not sure I will have too many contributions.
2 comments April 6, 2009
Google latitude:the net becomes local
I was waiting for it, and finally, here it is: a google maps application to connect maps with mobile phones, in order to “trace” people’s geographical location. the application is Google Latitude, With this applicatio you can locate your mobile phone on a google map and you can also see where your friends and family are (provided that they want to make themselves traceable). You can exchange messages with them and you can decide upon activities to do. In the past there were other applications, such as Brightkite, which had similar funzionalities, but this application on Google seems more powerful to me, because it directly works on google maps, which is now commonly known by many people.
Why is it so innovative?
Because I think this is just the beginning of a big conceptual change in the use of the internet and Web 2:0 applications. So far those applications have been relatively indefferent to geographical locations, you could chat with friends on the other side of the world or those next door, but their position was not relevant, after all. Of course in facebook and with Twitter people were sometimes using messaging to take appointment or to exchange information about local happenings, this means that there was a need to bring context-neutral Web2:0 applications to reality, to local contexts. With goolge latitude people can have a rapid view of what is going on in their city/neighbourhood, check what their friends closeby are doing, and possibly retrieve local-related knowledge. In other worlds this application has a huge potential to support geographically placed communities, to support active social participation to local life, to generate social innovation
I’m thinking of using those applications for elderly people living indepdently, this should be a research project, however, at the moment I’m looking at other users of latitude, to check the potential of this application. Anyone around?
1 comment February 16, 2009
Three good reports on service design
Three very interesting reports are on my desk in this moment. I’m very slow at reading them, but I think they are a must for whoever wants to work on service design, especially in the public sector.
The only one I managed to read so far is “the Journey to the Interface”, by Sophia Parker and John Heapy (Engine) (Parker and Heapy 2006). The other two are…
Continue Reading Add comment December 15, 2008
Open innovation in bank service (and some thoughts on design)
While designers are discussing about how they would design services, services are changing by themselves. This is the case of bank and financial services, which of course are not living a happy period. In 2005 a new system of social lending was funded in UK and is now developing in other countries (USA; Italy). The initiative is called Zopa. Social lending is basically a system in which some people lend money directly to other people without the mediation of a bank. The role of the service provider (Zopa) is to create mechanisms of trust and warranties
Continue Reading 2 comments December 4, 2008
Service design conference in Amsterdam: spolights and shadows
The first conference of the Service Design Network in Amsterdam is just ended. I found it very interesting, not just for the presentations, which, after all, were not memorable. But rather for the quantity and quality of contacts I had in this conference.
My general impression is that there is only one place where someone is really doing something on service design, UK. However there are many places where people THINK about service design, therefore experiment methodologies, add knowledge. It sounds like there is a huge potential to start a new kind of innovative activity, this potential is restricted by the lack of knowledge on service design on the companies and public administrations’ side, but the pressure for using this knowledge is becoming very high and sooner or later there will be an explosion of cases. The fact that there were so many companies, business associations (e.g. Confcommercio, the association of retailers in Italy) and government institutions (e.g. Erhverv og Byggestyrelse in Danmark) demonstrates that public perception of service design is increasing.
The panel on Scandinavian design, which was quite boring, anyway (I think it should have been organized differently, because the speakers had much more to say), suggested me another consideration: while in UK the professional profile of service designers is very well defined, in the other countries such profile is totally unknown. This is probably preventing business and government to think of service design as a resource, or to frame service design correctly. I’m aware, for instance, that the Danish government considers service design as a branch of the traditional Danish design, therefore assuming that traditional product designers will be able to solve the systemic complexity and the organizational issues related to the design of services.
A methodological consideration: I’ve seen many projects in this conference: all of them used the same methods and the same terminology. The metaphor of the “journey” was new to me – I always preferred to use “scenarios” instead- however I discovered that almost everyone is using it. The homogeneity of the methodology could be a good sign, it may mean that we are somehow consolidating a tradition of working in this area. However I have my own doubts about what I’ve seen. I had the impression that service designers are learning very well how to involve users and stimulate participation and coproduction. I think the exercise proposed by ThinkPublic was very significant in this sense. However I’m wondering whether the metaphor of the “journey” is good enough to describe the systemic perspective of service design. When we have a journey we usually use some tools (unless we walk to Santiago de Compostela). We may use a train or a car or we may fly. My impression is that the focus on the journey casts the spotlight on the experience (and in fact a lot of works were coming from the experience and interaction design area), but leave the backoffice in the dark. Furthermore when we travel we intersect our journey with the journey of many other people: other customers, but also people who are supporting our journey. What about the journey of the flight assistant? And what about the journey of the air traffic controller, which we never meet during the journey?
I would like to see some works that mixes the two perspectives of front and back office. It is also a matter of changing the scale of observation: a journey corresponds to the 1:200 scale in Architecture, whereas we need a 1:1 scale for certain types of interaction. I tried to work on this scale with Use Cases, but I had no chance to discuss this scale, because there were no cases in the conference discussing this.
In other words this conference was the reverse opposite of what you read on service design on management and engineering books: whose books (see Ramaswamy, Hollins, Pugh and others) emphasise the organizational and functional aspects of product service systems; they do not organize services from the users’ point of view, but rather from the perspective of an organization. What I’ve seen in this conference is a focus on users, whereas the organization, or the mechanism that support users’ experience in a service, was possibly forgotten. I should say, though, that this is what the conference showed and what it did not show, as in the normal activity of service designers I the functional and organisational issues of a service system are not ignored. Engine, for instance, presented an interesting case in the Kent city council, but only if you visit their website you discover that, beyond what they presented they also worked on a “service specification document“. Perhaps showing and discussing this to the conference would have improved my (and not only mine) overall impression about the presentations in this conference.
Finally I had a fantastic idea from this workshop: I’m working on services and infrastructures for elderly people and I thought that there could be a lot of projects in this area. The one I’m most interested in is an exploration of Web 2.0 tools for ageing people. Is there anyone interested in working on this?
3 comments November 29, 2008
A cashless society?
I’m following a VERY interesting blog that develops scenarios of a cashless society or a society with alternative currencies system. The discussion in the blog called Kashklash is animated by very interesting people, such as Bruce Sterling, Joshua Klein, Nicolas Nova, Irene Cassarino. It explore the scenarios dominated by digital currencies, online communism, Bartering systems and many other hypotheses. There are also some interesting dilemmas
Continue Reading 2 comments November 24, 2008


