ServDes.SERVICE FUTURES2014

9–11th April 2014ImaginationLancaster, UK

#servdes14

ServDes, the conference on Service Design and Service Innovation, is the premier research conference for exchanging knowledge within service design and service innovation studies. Born as a yearly Nordic conference, ServDes has now become a bi-annual international event with the aim to bring researchers and practitioners together to discuss, share and evolve the emerging discipline of service design, and design-related service innovation.

Conference CommitteeJeanette Blomberg. IBM, USA

Simon Clatworthy, School of Architecture and Design, Norway

Stefan Holmlid, Linköping University, Sweden

Yong Se Kim, Sungkyunkwan University, South Korea

Satu Miettinen, University of Lapland, Finland

Nicola Morelli, Aalborg University, Denmark

Janne-Valtteri Nisula, Laurea UAS, Finland

Elena Pacenti, Domus Academy, Italy

Lia Patricio, University of Porto, Portugal

Daniela Sangiorgi, Lancaster University, UK

Contact ServDes:

info@servdes.org

Theme

This conference aims to explore how Service Design is contributing to ‘Service Futures’ and, by doing so, to reflect on its directions as a design field.

The concept and role of services in the economy and society have come a long way since its first definitions and studies. Services have moved from being a peripheral activity in a manufacturing-centred economy, to become an engine for growth and for society driven innovation. This transformation has been fully recognised with a flourishing of service innovation and service research studies aimed at deepening the understanding, and at supporting the development of services both as a sector and as a concept.

Service Design has followed this transformation. Starting from its initial focus on service interactions and experiences, Service Design research and practice have entered more strategic and transformational roles, dealing with issues of

Service Futuresorganisational change, system design, sustainability and social change, amongst others. Increasingly, Design for Services is considering ways to integrate and collaborate with other service related disciplines. Also questions are emerging on the future of this field considering the growing areas of application and the expansion of the concept of service itself.

This conference welcomes contributions that reflect on the ‘Service Futures’ theme and its implication for Service Design as a field of enquiry. Four topics with related questions are suggested as a possible focus.

1. Service InnovationServices are said to bring to the fore new ‘soft’, interactive and human centred innovation dimensions that can help in reframing artefact and technologically focused innovation paradigms. Recent research has explored integrative models able to conceptualise innovation in both service and manufacturing. Innovation in the public sector has also received growing attention, calling for radically new models of service delivery geared toward co-production and for the development of an innovation culture.• What is Service Innovation and how does it

happen in practice?• How is Design contributing to public and private

sector service innovation? • How is Design supporting the development of

more open, collaborative and human centred approaches to innovation?

• How does Design work within and across organizations to generate new offerings?

• What is the role of Design and how does it work with other disciplines within innovation processes?

2. Transformative ServicesServices have been recently described as a means for supporting the emergence of a more collaborative, sustainable and creative society and economy. As services do not imply ownership, they depend on direct user participation and are deeply embedded in social ecologies; they can potentially initiate change in lifestyles and consumption modes. Also new service models can be the source for new forms of entrepreneurship, production systems, collaborations and exchanges that suggest alternative models of economies. • How services are shaping our futures? And how is

design using services to drive change in societies, businesses and communities?

• How is Service Design dealing with our contemporary challenges? What are its potential and limitations?

• What are the innovative service models and design approaches able to contribute toward a more sustainable, collaborative and creative society and economy?

• How can designers measure impact in transformational projects?

• What is the role of designers and how do they work with other disciplines to initiate transformational change?

3. Service LogicService is lately described as a new way of thinking about business and innovation; it is proposed as a conceptual framework within which to think in a different way of value creation beyond the traditional dichotomy between products and services. Service is considered as a common form of exchange, while goods become vehicles for service provision. In this evolution value is conceived as co-created among various economic and social actors so the focus is not anymore on what organizations offer but on how well they support customers’ own value creating processes. Thinking in terms of service is potentially a driver for change.• What is the specific contribution of Service Design

to the Service (Dominant) Logic paradigm?• How do designers interpret and support the

implementation of a Service logic? • How can the new definitions of service affect

Service Design as a design field? Where is Service Design heading to?

4. Service ScienceAn international and multidisciplinary research community has coalesced around the studies of services and service systems. IBM has proposed a complementary academic and research area called ‘service science’ to inform the design and development of more performative and reliable service systems for both business and societal purposes. It calls for new T-shaped professionals with deep skills in a specialty and broader understanding of other disciplines to allow collaboration and cross-fertilisation. • How is Service Design contributing to the Service

Science research debate?• How is Service Design collaborating with other

disciplines to develop better services and service systems?

• What are the key competencies and skills Service Designers need to develop to help shape promising Service Futures?

Programme

Day 1 Service Design: In Practice1 pm Welcome & Opening Words

1:30 pm Key Speaker: Dominic Campbell (Futuregov)

2:30 pm Coffee break

3 pm Parallel session A

WORKSHOP 01

WORKSHOP 02

Parallel session B

WORKSHOP 03

WORKSHOP 04

Parallel session C

WORKSHOP 05

WORKSHOP 06

Parallel session D

WORKSHOP 07

WORKSHOP 08

6 pm Canape&Wine refreshement

Day 2 Service Design: Insights9 am Key Speaker: Prof. Pelle Ehn (Malmö University)

10 am Coffee break

10:30 am Parallel session A

PAPER 01

PAPER 02

PAPER 03

Parallel session B

PAPER 04

PAPER 05

PAPER 06

Parallel session C

PAPER 07

PAPER 08

PAPER 09

Parallel session D

WORKSHOP 01

12 pm LUNCH

1 pm Parallel session A

PAPER 10

PAPER 11

PAPER 12

Parallel session B

PAPER 13

PAPER 14

PAPER 15

Parallel session C

PAPER 16

PAPER 17

PAPER 18

Parallel session D

WORKSHOP 02

2:30 pm Coffee Break

3 pm Parallel session A

PAPER 19

PAPER 20

PAPER 21

Parallel session B

PAPER 22

PAPER 23

PAPER 24

Parallel session C

PAPER 25

PAPER 26

PAPER 27

Parallel session D

WORKSHOP 03

6 pm Break

7:30 pm Conference Dinner

Day 3 Service Design: New Directions9 am Plenary Session

10 am Parallel session A

SHORT PAPER 01

SHORT PAPER 02

SHORT PAPER 03

Parallel session B

SHORT PAPER 04

SHORT PAPER 05

SHORT PAPER 06

Parallel session C

SHORT PAPER 07

SHORT PAPER 08

SHORT PAPER 09

11:00 am Coffee Break

11:30 am SHORT PAPER 10

SHORT PAPER 11

SHORT PAPER 12

SHORT PAPER 13

SHORT PAPER 14

SHORT PAPER 15

12:10 pm LUNCH

13:10 pm Service Futures Forum A

SERVICE DESIGN & RESEARCH

Service Futures Forum B

SERVICE DESIGN & EDUCATION

Service Futures Forum C

SERVICE DESIGN & SOCIAL INNOVATION

15:30 pm Closing Plenary Session

16:00 pm END

Key Speakers

Dominic Campbell

Futuregov

London, UK

Dominic Campbell is a digital government specialist and social innovator with a background in government policy, communications and technology-led change. He is an experienced organisational change agent with senior management experience in implementing successful change initiatives within the local government sector, with a primary interest in emerging uses of new media, design and “social” strategies to deliver public service transformation and social innovation.

Having spent five years in Local Government in London, Dominic established FutureGov in early 2008. A team of 20, FutureGov supports government – particularly local government – in the UK, Europe and the United States to better understand new media and draw on social technology-based strategies and tools in the areas of business improvement and improved citizen engagement.

Pelle Ehn is professor at the School of Arts and Communication, Malmö University, Sweden. He has for four decades been involved in the research field of participatory design and in bridging design and information technology. Research projects include DEMOS on information technology and work place democracy, UTOPIA on user participation and skill based design, ATELIER on architecture and technology for creative environments, and Malmö Living Labs, on open design environments for social innovation.

His publications include Computers and Democracy (1987), Work-Oriented Design of Computer Artifacts (1988), Manifesto for a Digital Bauhaus (1998), and as one of the voices of A.Telier Design Things (2011). Later publications include Agonistic participatory design (CoDesign), Design Matters in Participatory Design (International handbook on Participatory Design), Design Things versus Design Thinking (Design Issues), Utopian Design (Design and Anthropology) and What is the object of design (CHI).

Pelle Ehn

Malmö University

Malmö, Sweden

Imagination is an open and exploratory design-led research lab at Lancaster University.We conduct applied and theoretical research into people, products, places and their interactions.We work with a variety of organisations to provide fresh perspectives on real-world issues and facilitate innovation.We offer Undergraduate, Postgraduate, and PhD study opportunities. All our staff are active researchers with extensive expertise in teaching.

Conference Organising Committee

ImaginationLancaster

Daniela Sangiorgi, Conference Chair

David Hands, Conference Co-Chair

Emma Murphy, Conference Co-Chair

Rachel Cooper, The Design Journal

Nicky Sarjent, administration

Roger Whitham, visualisation

Lancaster Management School

Katy Mason, interdisciplinary perspective

Martin Spring, interdisciplinary perspective

Visit & contact Imagination:

imagination.lancs.ac.uk

imagination@lancaster.ac.uk

servdes.org