2018
MILANO, ITALY
THEME:Â PROOF OF CONCEPT
ServDes.2018 ran over three days.
- The first day was mainly dedicated to introducing the theme of the conference. The international chairs of the 8 tracks presented the topics that were going to be discussed in the following days. PhD Seminar also took place, in which PhD candidates prepared questions for the various sessions.
- On the second day, Service Design Landscape was presented, followed by long paper presentations organised in three parallel sessions. Then, 4 workshops were run and the second round of long paper presentations was held. Finally, a moment for bringing together academics, practitioners and organisations closed the day.
- The third and final day opened with a collaborative keynote speech led by Ezio Manzini, followed by four parallel sessions of papers presentation. Then, other 4 workshops were run in parallel, followed by the last long sessions of papers presentation. The day came to an end with the participation to the Award Ceremony of the XXV Compasso d’Oro.
The conference was organised around eight main themes: Learning and practicing; Sharing and collaborating; Measuring and evaluating; Governing and evidencing; Producing, distributing and organising; Experiencing and shaping; Community and relationship building; Envisioning and evolving.
The track chairs were: Alessandro Deserti, Anna Meroni, Bas Raijmakers, Marta Corubolo, Daniela Selloni, Anna Seravalli, Francesca Foglieni, Beatrice Villari, Froukje Sleeswijk Visser, Stefano Maffei, Marzia Mortati, Jesper Christiansen, Venanzio Arquilla, Massimo Bianchini, Peter Gall Krogh, Davide Fassi, Laura Galluzzo, Oliver Marlow, Margherita Pillan, Francesca Piredda, Daniela Sangiorgi, Francesco Zurlo and Lia PatrÃcio.
Proof of Concept
Service Design can no longer be considered an ‘emerging discipline’. Though recent and in continuous evolution, it is now consolidated enough to be assessed and reviewed in terms of effectiveness and impact on economy and society: how far has the logic of services (and of Service Design culture) influenced the different domains of innovation and value creation? How much has this been truly integrated into the innovation process of private and public sectors? How effectively has this been understood, evaluated and discussed? How far have digital technologies and media been influencing service design and delivery?
Initially, Service Design mainly concentrated on the paradigm shift from designing the materiality of objects to focusing on immaterial experiences, interfaces, interactions, and strategies. Thus, for some decades attention has been paid to the changing role and competencies of the designer, and to the establishment of Service
Design as a discipline in its own right, despite its multi-disciplinary approach which includes management, ethnography, sociology, and organizational studies, to mention but a few.
The ServDes.2018 conference aimed at validating, discussing and reviewing the models, processes and practices developed and used in the service design ecosystem, from its academic community to practitioners, companies and organizations at large.
Papers:
Image | Author(s) | Title | Session | Paper Type | Keywords |
|---|---|---|---|---|---|
 | Alessandro Deserti, Anna Meroni and Bas Raijmakers | Learning and practicing in service design | Learning and practicing | INTRODUCTORY PAPER | service design, learning, designer skills, stakeholders, big data, impact, emotional intelligence |
| Begüm Becermen, Esben Grøndal and Amalia De Götzen. | The briefing process: Examining the client-consultant relationship through a case | Learning and practicing: Service design as a means for learning and impacting on cultures | LONG PAPER | briefing process, service design consulting, client-consultant relation |
| Carla Cipolla. | Desis Network: Strategies to advancing systemic social innovation through service design | Learning and practicing: Service design as a means for learning and impacting on cultures | LONG PAPER | service design, design for service, design for social innovation, design education, design networks |
| Stefan Holmlid and Lisa Malmberg. | Learning to design in public sector organisations: A critique towards effectiveness of design integration | Learning and practicing: Service design as a means for learning and impacting on cultures | LONG PAPER | design capability, learning theory, situated learning, socio-cultural, experiential learning, communities of practice, design culture |
| Filipe Lima and Daniela Sangiorgi. | Fostering a sustained design capability in non-design-intensive organizations: a knowledge transfer perspective | Learning and practicing: Service design as a means for learning and impacting on cultures | LONG PAPER | service design, design capabilities, design knowledge, knowledge transfer |
| Ravi Mahamuni, Pramod Khambete and Ravi Mokashi-Punekar. | Service design for behavioural change - current state of the discipline and practice in India | Learning and practicing: Service design as a means for learning and impacting on cultures | LONG PAPER | service design, design for behaviour change, design in india, design practitioners in india, design education in india, wicked problem |
| Thomas Ostergaard. | The designer as agent of community | Learning and practicing: Service design as a means for learning and impacting on cultures | LONG PAPER | service design, design for social innovation, social innovation, design for change, welfare innovation, service design for social innovation |
| Lorenz Herfurth and Kirsty Sinclair. | From user-centred to stakeholder oriented service design: Implications for the role of service designers and their education based on an example from the public sector | Learning and practicing: Service design in the increasing complexity of organisations and activities | LONG PAPER | service design, service design education |
| Tamami Komatsu Cipriani and Martina Rossi. | Working with complexity: A contemporary skill framework for service designers | Learning and practicing: Service design in the increasing complexity of organisations and activities | LONG PAPER | service design, complexity, skill framework |
| Alison Prendiville. | The satellite applications catapult: Design’s contribution to science and technology innovation services | Learning and practicing: Service design in the increasing complexity of organisations and activities | LONG PAPER | design, KIBs, service innovation |
| Laura Santamaria, Carolina Escobar-Tello and Tracy Ross. | Navigating the sociocultural landscape in service design | Learning and practicing: Service design in the increasing complexity of organisations and activities | LONG PAPER | service design, scaling, meaning-making, context, cultural codes, semiotics |
| Jim Budd, Paul Della Maggiora and Florian Vollmer. | Exploring the future of consumer retail | Learning and practicing: Service design between data and empathy | LONG PAPER | user experience, service design methodologies, consumer retail, digital technologies |
| Nina Costa, Lia Patrício and Nicola Morelli. | A designerly-way of conducting qualitative research in design studies | Learning and practicing: Service design between data and empathy | LONG PAPER | design research, design studies, qualitative research, service design, case study |
| Amalia de Götzen, Péter Kun, Luca Simeone and Nicola Morelli. | Making sense of data in a service design education | Learning and practicing: Service design between data and empathy | LONG PAPER | service design education, data literacy, service design tools |
| Anne Dhir. | Put on your oxygen mask before helping others: Mental well-being in service design | Learning and practicing: Service design between data and empathy | LONG PAPER | mental health, mental well-being, service design, research, sensitive subjects |
| Mark Roxburgh and Jemima Irvin. | The future of visual communication design is almost invisible or why skills in visual aesthetics are important to service design | Learning and practicing: Service design between data and empathy | LONG PAPER | visual communication, visual aesthetics, visual research methods, visual storytelling, visual skills |
| Aguinaldo Santos, Aline Muller Garcia, Milena Carneiro Alves and Emanuela Lima Silveira. | Bodystorming: Lessons learnt from its use on the classroom | Learning and practicing: Service design between data and empathy | LONG PAPER | bodystorming, service design, teaching, creativity |
| Linda Covino and Alessandro Piana Bianco. | Service design in companies | Learning and practicing | SHORT PAPER | digital innovation, corporate professionals, end-to-end approach, design integration, spanned capabilities |
| Alessandro Deserti and Francesca Rizzo. | A service design experiment in the Municipality of Turin to overcome organisational silos | Learning and practicing | SHORT PAPER | public sector, service co-design, organisational change, experiential learning |
| Lorenzo Fabbri and Matteo De Santi. | The Designers Italia project - building the community of public services designers | Learning and practicing | SHORT PAPER | digital transformation, government, guidelines, tools |
| Marta Corubolo, Daniela Selloni and Anna Seravalli | Sharing and collaborating in service design | Sharing and collaborating | INTRODUCTORY PAPER | service design, co-design, co-production, social innovation, participatory design, democracy |
| Silvia Cacciamatta, Francesca Foglieni and Beatrice Villari. | Service co-design for the shared mobility sector: A free-floating bike sharing model | Sharing and collaborating: Civic engagement and codesign | LONG PAPER | service design, co-design, organizational changes, free floating bike sharing, shared mobility |
| Valerie Carr. | Adapting the design process for different learning styles and abilities | Sharing and collaborating: Civic engagement and codesign | LONG PAPER | co-design, service design, inclusive design |
| Yoori Koo and Hyeonseo Ahn | Analysis on the utilization of co-design practices for developing consumer-oriented public service and policy focusing on the comparison with western countries and South Korea | Sharing and collaborating: Civic engagement and codesign | LONG PAPER | co-design process, co-creative tool, public service and policy development, role of service designers |
| Maximilian Perez Mengual, Julia M. Jonas, Stephanie Schmitt-Rueth and Frank Danzinger. | Tools for collaborating and interacting in living labs | Sharing and collaborating: Civic engagement and codesign | LONG PAPER | co-creation, living labs, tools, interaction |
| Lara Salinas, Adam Thorpe, Alison Prendiville and Sarah Rhodes. | Civic engagement as participation in designing for services | Sharing and collaborating: Civic engagement and codesign | LONG PAPER | public sector, civic engagement, democracy, service transformation |
| Stephanie Schmitt-Rüth, Martina Simon, Andreas Demuth, Alexandra Kornacher, Marjan Isakovic, Michael Krupp and Michael Stoll. | Co-creation with vulnerable consumers – an action research case study of designing a pictorial language for logistics | Sharing and collaborating: Civic engagement and codesign | LONG PAPER | co-creation, vulnerable consumers, immigrants, open living lab, service design, pictorial language |
| Giulia Bencini, Kuno Prey and Alvise Mattozzi. | The act of giving – sur. A service for sharing and co-producing gifts | Sharing and collaborating: Coproducing services | LONG PAPER | co-creation, eco-social design, gift, relational services |
| Mariana Freitas and Carla Cipolla. | Building trust in relational services: The analysis of a sharing service between neighbours | Sharing and collaborating: Coproducing services | LONG PAPER | service design, social innovation, relational services, sharing, sustainability |
| Tim Overkamp, Martina Čaić, Stefan Holmlid, Dominik Mahr and Gaby Odekerken-Schröder. | Understanding generalisability from network-conscious service design projects | Sharing and collaborating: Coproducing services | LONG PAPER | service visualisations, value co-creation, exploratory qualitative comparison, generalisation from qualitative research, Role Theory |
| Hyunyim Park. | Maps as participatory platform: towards to open data and transport service | Sharing and collaborating: Coproducing services | LONG PAPER | cartography, map, digital platform, transport service, service design |
| Valentina Auricchio, Martina Rossi, Giovanna Dezza and Pierpaolo Peretti Griva. | Service design and human resource consulting: An integrated vision | Sharing and collaborating: Codesign in organizational and healthcare systems | LONG PAPER | HR consulting, service design, business and cultural transformation processes. |
| Marta Carrera, Daniela Sangiorgi, Francesca Foglieni and Fabio Lucchi. | Developing recovery oriented services and co-production in mental healthcare: Building-up on existing promising organisational practices | Sharing and collaborating: Codesign in organizational and healthcare systems | LONG PAPER | service design, mental healthcare, recovery, social innovation, promising practices, co-production, co-design |
| Otso Hannula and J. Tuomas Harviainen. | User perceptions of design games as settings for organizational learning: Case Topaasia | Sharing and collaborating: Codesign in organizational and healthcare systems | LONG PAPER | design games, organizational learning, interventions, expansive learning, creativity, playfulness |
| Ravi Mahamuni, Shivani Sharma, Sylvan Lobo, Ulemba Hirom and Pramod Khambete. | Quasi-participatory service design in organizational context: A case study | Sharing and collaborating: Codesign in organizational and healthcare systems | LONG PAPER | participatory design, service design, organizational services, tacit knowledge, employee onboarding, quasi-participatory design |
| Karianne Rygh. | Designing tangible tools to support collaboration in the co-design of healthcare services | Sharing and collaborating: Codesign in organizational and healthcare systems | LONG PAPER | collaboration, tangible tools, metaphors, affordances, service design, co-design, workshop facilitation, design process |
| Josina Vink and Anna-Sophie Oertzen. | Integrating empathy and lived experience through co-creation in service design | Sharing and collaborating: Codesign in organizational and healthcare systems | LONG PAPER | empathy, lived experience, co-creation, service design |
| Francesco Berni. | Collaborative services in the Italian city of Reggio Emilia. The case study of “Il quartiere bene comune - The neighbourhood as commons” | Sharing and collaborating | SHORT PAPER | service design, massive co-design, public participation |
| Francesca Foglieni, Beatrice Villari and Froukje Sleeswijk Visser. | About evaluation in service design: As it is and how it could evolve | Measuring and evaluating | INTRODUCTORY PAPER | service design evaluation, service evaluation, design value, service value, service design impact |
| Tua Björklund, Pia Hannukainen and Tuomas Manninen. | Measuring the impact of design, service design and design thinking in organizations on different maturity levels | Measuring and evaluating | LONG PAPER | design, design thinking, service design, metrics, design utilization, organizational maturity, legitimatization, development, The Design Ladder |
| Asbjørn Følstad and Knut Kvale. | Using the net promoter score to support service design: Digging for gold in customer free-text reports | Measuring and evaluating | LONG PAPER | customer research, Net Promoter Score, free-text reports |
| Koki Kusano, Atsunobu Kimura and Masayuki Ihara. | ServDeWS: The service design workshop on utilizing multi-viewpoint and diversity of participants based-on human centered approach for R&D specialists | Measuring and evaluating | LONG PAPER | service design, human centered design, workshop design |
| Yvonne Yeo and Jung-Joo Lee. | Mapping design capability of public service organisations: A tool for collaborative reflection | Measuring and evaluating | LONG PAPER | design capability, public sector, transformation, mapping |
| Silvia Cacciamatta and Virginia Allevi. | A service evaluation in the shared mobility sector: Bitride bike sharing project | Measuring and evaluating | SHORT PAPER | service evaluation, service monitoring, shared mobility, bike sharing |
| Fabio Poli and Alessandro Zorzi. | A service to measure overall adequacy across a banking environment | Measuring and evaluating | SHORT PAPER | service evaluation, meta-service, adequacy, KPI |
| Marzia Mortati, Jesper Christiansen and Stefano Maffei. | Design craft in Government | Governing and evidencing | INTRODUCTORY PAPER | service design, design for policy, governing, evidencing |
| Adedapo Adebajo. | The role of service design consultancy in public sector: Inferences from KIBS and service innovation perspectives | Governing and evidencing | LONG PAPER | service design, service innovation, KIBS, public sector, governance |
| Fanny Giordano, Nicola Morelli, Amalia De Gotzen and Judith Hunziker. | The stakeholder map: A conversation tool for designing people-led public services | Governing and evidencing | LONG PAPER | stakeholder map, conversation tool, public sector, social innovation |
| Inbo Kang and Alison Prendiville. | Different journeys towards embedding design in local government in England | Governing and evidencing | LONG PAPER | service design, design thinking, embedding design, local government, design intervention model, organisational change |
| Matilda Legeby, Pia McAleenan, Hanna Andersson and Stefan Holmlid. | Guiding the welfare state towards a co-creative and explorative mindset: When a crisis is an opportunity | Governing and evidencing | LONG PAPER | policy lab, design for policy, policy making, design case |
| Gillian Mulvale, Sandra Moll, Ashleigh Miatello, Glenn Robert, Michael Larkin, Victoria Palmer, Chelsea Gable and Alicia Powell. | Co-designing public services with vulnerable and disadvantaged populations: Insights from an international collaboration | Governing and evidencing | LONG PAPER | co-design, vulnerable populations, public services |
| Cristobal Tello, Carola Zurob, Sol Pacheco and Sebastian Negrete. | Service design and the co-production of public policies: The case of RedActiva | Governing and evidencing | LONG PAPER | aging, urban mobility, smart city, service design, public policy co-production, user-centred design |
| Michele d'Alena, Simona Beolchi and Stefania Paolazzi. | Civic Imagination Office as a platform to design a collaborative city | Governing and evidencing | SHORT PAPER | citizen engagement, policy innovation, urban policy, co-design |
| Denise Di Dio. | Includi.MI: Local government and social entrepreneurship for an inclusive city | Governing and evidencing | SHORT PAPER | social innovation, ecosystem, public policy, capacity building |
| Massimo Bianchini, Venanzio Arquilla and Peter Gall Krogh. | Service Design in open production, distribution and organisation as a discipline facilitating democratic critique? | Producing, distribuiting and organising | INTRODUCTORY PAPER | service design, fourth industrial revolution, openness, democratic critique |
| Frida Almqvist. | Service design in the later project phases: Exploring the service design handover and introducing a service design roadmap | Producing, distribuiting and organising | LONG PAPER | service design, the forgotten back-end, handover, service design roadmap, user insight drift |
| Francesco Mazzarella, Val Mitchell, Andrew May and Carolina Escobar-Tello. | Weaving the threads: Service innovation with textile artisan communities | Producing, distribuiting and organising | LONG PAPER | community-centred design, situated services, sustainable futures, social innovation, textile artisan community |
| Satoru Tokuhisa. | The Coconut Innovation framework : An innovation framework focusing on resources | Producing, distribuiting and organising | LONG PAPER | innovation, SDL, effectuation, framework |
| Annibale D’Elia. | Municipality as a platform: the case of Manifattura Milano | Producing, distribuiting and organising | SHORT PAPER | policy for making, Fourth Industrial Revolution, (new) urban manufacturing |
| Davide Fassi, Laura Galluzzo and Oliver Marlow. | “Experiencing and shaping”: The relations between spatial and service design | Experiencing and shaping | INTRODUCTORY PAPER | experiencing, shaping, spatial design, service design, design research |
| Barbara Camocini, Luisa Collina, Laura Daglio, Martina Mazzarello and Paola Trapani | Service design methods and tools as support to the participatory definition of the meta-design brief of a contemporary integrated campus | Experiencing and shaping: Applications and experiences | LONG PAPER | participatory design, community engagement, co-design, capability development, human experience sense-making, multidisciplinary research, learning & teaching environments, higher education facilities, meta-design |
| Marco Di Norcia, Fabiola Bertolotti and Matteo Vignoli. | Service design principles for organizational well-being: Improving the employee experience through design thinking | Experiencing and shaping: Applications and experiences | LONG PAPER | service design, design thinking, organizational wellbeing, employee experience |
| Claudia Mastrantoni, Luisa Collina, Peter Di Sabatino and Laura Galluzzo. | Designing spaces and services. An experimental project for student dormitories: Collective experiences, connected lives and linked places | Experiencing and shaping: Applications and experiences | LONG PAPER | service design, spatial design, co-design, design education, community hub |
| Vanessa Monna, Giuliano Simonelli, Francesco Scullica and Elena Elgani. | Can coworking spaces be built bottom-up? | Experiencing and shaping: Applications and experiences | LONG PAPER | coworking spaces, hybrid spaces, bottom-up, community, space quality |
| Ngoc Pham and Davide Fassi. | Design thinking for interior and spatial design: A case study within Politecnico di Milano | Experiencing and shaping: Applications and experiences | LONG PAPER | design thinking, interior design education, co-design |
| Ricardo Saint-Clair. | Engagement strategies within co-making environments bridging spatial and organisational design | Experiencing and shaping: Applications and experiences | LONG PAPER | co-making environments, spatial design, organizational design, socially shaped innovation |
| Shana Agid and Yoko Akama. | Dance of designing: Rethinking position, relation and movement in service design | Experiencing and shaping: Frames and Tools | LONG PAPER | positionality, politics, emergence, feminist theory, participatory design |
| Johan Blomkvist and Fredrik Wahlman. | Facilitating in service design using desktop walkthroughs | Experiencing and shaping: Frames and Tools | LONG PAPER | desktop walkthrough, facilitation, tools, co-design |
| Spyros Bofylatos. | Traces as service evidence | Experiencing and shaping: Frames and Tools | LONG PAPER | traces, service design, craft, tacit knowledge, social innovation |
| Costas Boletsis. | VR service walkthrough: A virtual reality-based method for service prototyping | Experiencing and shaping: Frames and Tools | LONG PAPER | experience prototyping, service design, service prototyping, service walkthrough, virtual reality |
| Davide Fassi, Laura Galluzzo and Annalinda De Rosa. | Service+Spatial design: Introducing the fundamentals of a transdisciplinary approach | Experiencing and shaping: Frames and Tools | LONG PAPER | design research, spatial design, design education, systemic approach, product-service systems |
| Nansi van Geetsom. | Space and service design into educational practice | Experiencing and shaping: Frames and Tools | LONG PAPER | service design, interior design, educational approach, space and service design, design challenges |
| Lucia Oggioni. | Refugees Welcome Italia ONLUS, shaping the new hospitality system | Experiencing and shaping | SHORT PAPER | domestic hospitality, refugees, cultural and social change, sharing, reciprocity, participation |
| Giordana Ferri. | Starting up communities in housing spaces | Experiencing and shaping | SHORT PAPER | housing, community, shared spaces |
| Lisbeth Frølunde, Margherita Pillan and Francesca Piredda. | New paradigms related to community building and identity in service design: Exploring global and local design initiatives | Community and relationship building | INTRODUCTORY PAPER | community building, identity building, meaning-making, human interaction, social organization |
| Matteo Colombo, Elena Enrica Giunta and Paola Papetti. | We are brand: Brand co-creation as an engine for new forms of welfare services | Community and relationship building: Communities based on local grounds and new opportunities of innovation | LONG PAPER | participatory design, branding, visual solutions, co-design, co-production |
| Fabrizio Pierandrei, Silvia Remotti, Tang Tang, Shilumbe Chivuno Kuria and Stefano Anfossi. | Service design tools to engage marginalised youth in San Communities of Southern Africa | Community and relationship building: Communities based on local grounds and new opportunities of innovation | LONG PAPER | participatory design, service design, youth empowerment, design process, marginalised youth |
| Alla Pihalskaya. | Research by design and collaboration in the perspective of post-soviet ‘nuclear’ town Visaginas –RDCPP-SNTV | Community and relationship building: Communities based on local grounds and new opportunities of innovation | LONG PAPER | design research, multilingual typography, modernity, participatory design, post-soviet design |
| Priscilla Ramalho Lepre. | Service design for community based tourism - The Brazilian case study | Community and relationship building: Communities based on local grounds and new opportunities of innovation | LONG PAPER | community based tourism, service design, Brazil |
| Geertje Slingerland, Ingrid Mulder and Tomasz Jaskiewicz. | Empowering community volunteers through matchmaking services | Community and relationship building: Communities based on local grounds and new opportunities of innovation | LONG PAPER | citizen participation, community engagement, public parks, service design, social cohesion |
| Miso Kim. | Service as a system of participation: A case study of a participatory economy | Community and relationship building: Identity and participation issues in global services and platforms | LONG PAPER | service design, designing for participation, sharing economy, participatory economy |
| Jan Koenders, Dirk Snelders, Maaike Kleinsmann and Jürgen Tanghe. | A CRX framework and tools to design for relationships in service settings | Community and relationship building: Identity and participation issues in global services and platforms | LONG PAPER | CX, CRX, customer, experience, organisation, relationships, service design, contribution, engagement, role enhancement |
| Massimo Menichinelli | Service design and activity theory for the meta-design of collaborative design processes | Community and relationship building: Identity and participation issues in global services and platforms | LONG PAPER | meta-design, visualization, process, collaboration, activity theory |
| Laura Warwick, Paola Pierri, Claire Bradnam and Emma Field. | Funding service design: Growing service design practice through a grants programme | Community and relationship building: Identity and participation issues in global services and platforms | LONG PAPER | service design, scaling, grants plus, voluntary sector |
| Daniela Sangiorgi, Lia Patricio and Francesco Zurlo | Envisioning and evolving: Future evolution of the concept and the practice of service design | Envisioning and evolving | INTRODUCTORY PAPER | service design, multidisciplinary, service design evolution |
| Emily Ballantyne-Brodie. | Designing convivial food systems in everyday life | Envisioning and evolving: Methods and outcomes | LONG PAPER | convivial food systems, living systems theory, food design praxis, relational services, service design, conviviality, eco literacy, everyday designers |
| Claire Dennington. | Trendslation – an experiential method for semantic translation in service design | Envisioning and evolving: Methods and outcomes | LONG PAPER | service innovation, cultural intermediary, semantic transformation, Trendslation method |
| Andrea Gasparini, Ahmed Abdi Mohammed and Gabriele Oropallo. | Service design for artificial intelligence | Envisioning and evolving: Methods and outcomes | LONG PAPER | service design, artificial intelligence, service blueprint. |
| Mauricio Manhaes. | Constructing an approach to identify service design narratives: Findings of an automated text analysis | Envisioning and evolving: Methods and outcomes | LONG PAPER | service design, discourse, research, automated text analysis |
| Valeria Ramdin, Miso Kim, Rachel Pozzar, Xing Zhou, Yixuan Zhang and Paul Fombelle. | Resident autonomy in assisted living facilities: a conceptual framework for transformative service research | Envisioning and evolving: Methods and outcomes | LONG PAPER | autonomy, service design, assisted living, transformative service research |
| Roberta Tassi, Agata Brilli and Donato Ricci. | Digital methods for service design experimenting with data-driven frameworks | Envisioning and evolving: Methods and outcomes | LONG PAPER | service design, digital methods, personas, service design tools |
| Ana Kustrak Korper, Stefan Holmlid and Lia Patrício. | Bridging design-driven and service innovation: Consonance and dissonance of meaning and value | Envisioning and evolving: The fundamentals | LONG PAPER | design-driven innovation, service innovation, meaning, value co-creation, S-D logic |
| Maíra Prestes Joly, Jorge Grenha Teixeira, Lia Patrício and Daniela Sangiorgi. | Service designers, unite! Identifying shared concerns among multidisciplinary perspectives on service design | Envisioning and evolving: The fundamentals | LONG PAPER | service design, multidisciplinary, service system, collaboration |
| Vanessa Rodrigues, Johan Blomkvist and Stefan Holmlid. | Perceived Action Potential: A strong concept in development | Envisioning and evolving: The fundamentals | LONG PAPER | service design, strong concepts, perceived action potential, value co-creation, resource integration |
| Cristina Favini. | Design the impact | Envisioning and evolving | SHORT PAPER | impact, need design, from strategy to life, relationship, positive experiences, beauty, challenges |
| Giuseppe Attoma and Peter Livaudais. | Enhancing industrial processes in the industry sector by the means of service design | Envisioning and evolving | SHORT PAPER | supply chain design, business and industrial processes, digital transformation, industry 4.0 |
| Annalinda De Rosa, Camilo Ayala Garcìa and Stefano Parisi | The PhD Special Seminar on service design: Unfolding a proof of concept | PhD Special Seminar | LONG PAPER | service design scenario, community building, PhD community, PhD seminar |
| Antonio Grillo, Antonella Paparella, Giselle Chajin, Giulia Di Gregorio, Michele Armellini, Alessandro and Gomiero, Maria Prina. | From A to BE. Designing the mobility of the future | Workshops | ABSTRACT | mobility, speculative design, service design, user-centered design |
| Amalia de Götzen, Nicola Morelli, Luca Simeone, Lorenzo Ruggieri, Ilaria Vitellio. | Data challenges and opportunities in designing for service | Workshops | ABSTRACT | open data, big data, digital social innovation, OpenDataLabs |
| Carla Cipolla, Ezio Manzini, Mattelmäki Tuuli, Arianna Mazzeo, Lara Penin, Adam Thorpe. | Between servitude and collaboration: A service design choice? | Workshops | ABSTRACT | services, interactions, collaboration, servitude, politics of the everyday |
| Lorenzo Imbesi, Francesca Foglieni, Markus Edgar Hormess, Adam Lawrence, Stefano Maffei, Lara Penin, Alison Prendiville, Daniela Sangiorgi, Jakob Schneider, Daniela Selloni, Mark Stickdorn, Beatrice Villari. | The latest words on service design: Talking about books | Workshops | ABSTRACT | education, evaluation, codesign, practice, mapping |
| Alessandro Piana Bianco, Linda Covino. | How service design can drive the digital transformation of the retail revolution | Workshops | ABSTRACT | retail, digital transformation, shopping experience, customer experience |
| Francesca Piredda, Caterina Petroni, Simona Venditti, Emiliano Verga. | Digital transformation through community and relationship building | Workshops | ABSTRACT | digital transformation, user driven process, participated business development, talent strategy |
| Valerio Cometti, Marco Generali, Giacomo Biraghi | Service design for autonomous driving | Workshops | ABSTRACT | autonomous driving, revolution, opportunities, mankind |
| Rui Patrício and Rei Morozumi | Gamification for service design and Innovation: ideaChef® method and tool | Workshops | LONG PAPER | gamification, concept design, innovation, service development |
| Andrea Augsten, Bernadette Geuy, Titta Jylkäs, Rachel Hollowgrass, Marjukka Makela Klippi | Humanizing organizations - the pathway to growth | Workshops | LONG PAPER | service design, humanizing, organization, human-centered design |
