ISSIP Speakers Series: A Service Design Dialogue
The ISSIP Speaker Series aims to open up a dialogue between industry and academia on the nature, value, and contributions of Service Design to business and society. We hope that this program will activate novel encounters and debate among ISSIP members, and trigger potential cross-functional, inter-disciplinary and cross-border collaborations.
The SD_SIG Weekly Speaker Series will start Wednesday, January 22, 8-8:30 am US Pacific time.
Please view the speaker details below.
For additional information, or to join this SIG, send a note to SD_SIG
To participate as a speaker at one of our events, contact our Chairperson and host – Payal Vaidya – payal@issip.org
Schedule for Speaker Series:
The role of Service Design in Organizations
on 22nd April 2020
by Carol Massá
Today more than ever, the role of design is shaping human needs and, in consequence, design professionals are delivering new forms of services to improve human lives. Service Design has played a key role in supporting organizations to provide solutions for their unmet needs. Our human-centric approach helps build alignment and close gaps between people, process, policies, and, platforms. Learn more about this point of view and how service designers inspire organizations to deliver meaningful strategic value.
Carol started her design career in communication design and in recent years has shifted her professional path to work as a service designer. As a design consultant, her mantra is to facilitate people’s lives by using her creative potential to co-create and solve for complex organizational challenges.
Breaking down Service Prototyping
on 15th April 2020
by Maurício Manhães
It is believed that a prototype of a service will never match an actual, real-world scenario. The breakdown of service prototyping into prototypes, experiments, tests and pilots as phases can be a solution to provide more clarity and commitment during a service design project.
Maurício Manhães is a Service Design Graduate Program Coordinator and Professor of Service Design at the Savannah College of Art and Design (Georgia, U.S.) and Associate Design Researcher at Livework
Click here to view the presentation.
Click here to watch the recording.
Are design methods rigorous enough for academic research?
on 8th April 2020
by Ana Kustrak Korper, Vanessa Rodrigues, Dr. Martina Caic, Josina Vink, Prof. Dominik Mahr, Dr. Jorge Teixeira
Service design as a multidisciplinary field uses many different methods both in practice and research. Using design methods in research can require time and commitment. On the other hand, in a more academic setting, these methods can be seen as both unconventional and innovative but also questioned on the basis of validity and rigor. How can we use different methods to support the research? What are the challenges and implications of using such methods? (How can we overcome publication hurdles?) These are the topics that we discuss in this talk.
Click here to view the presentation.
Click here to watch the recording.
Designing for the future of empathy in healthcare
on 18th March 2020
by Dr. Martina Caic, Anna-Sophie, Oertzen Tomas Edman and Josina Vink
Service design is often positioned as an approach to build empathy, an ability that is considered particularly important in healthcare. This podcast discussion will explore the future of empathy in healthcare from the perspective of different service design practitioners and scholars. The panellists will debate the role of empathy in service design and healthcare and explore the implications of different approaches utilized or in development throughout Europe. The discussion will touch on topics such as the use of empathy tools and role play, the struggles of integrating lived experience and the disruptive role of service robots in healthcare.
Click here to view the presentation.
Click here to watch the recording.
The highs and lows of introducing Service Design in a Utility Organisation
on 11th March 2020
by Carina Holm – SL (Public transport in Stockholm Region) & Erik Widmark – Expedition Mondial, Stefan Holmlid, Linköpings University
Utilities are often regarded as something that just has to work. In the utility sector investment horizons of more than 10 years, the demands and expectations are changing, and markets are being made for the sector. The need to understand people as well as long term change, therefore, is increasing, and service design has a role to play in both.
Carina Holm, Strategist at Transport administration, Stockholm Region. Carina is advocating the use of service design within the public sector and has long experience in embedding the customer-centric approach into organisational ecosystems.
Erik Widmark, co-founder of the service design company Expedition Mondial. As a business designer, Erik is exploring how to design and implement methods for customer centricity that really sticks.
Stefan Holmlid, PhD, Professor in Design at Linköping University. His research focuses on the meeting between service and design, and co-creation of value in the context of the public sector from micro- to meso-levels.
Click here to watch the recording.
Designing Services for the Future of Utility Service Ecosystem
on 4th March 2020
by Nabila Asad, Dr. Nina Costa, Dr. Jorge Teixeira, Dr. Lia Patrício
The utility service ecosystem dynamic changes at a rapid pace in recent years and monopolizing the utility industry is not the only business strategy in today’s dynamic market. The utility regulation of liberalized market allows the entrance of new players and together with technological change, it alters the innovation process in the utility industry.
Triggered by the above challenges, this study implements a Service Design approach to understand the current context of utility service ecosystem and to design the future services for the ecosystems. The presenters will share their experience and results of their study with the biggest utility player in Portugal.
Nabila As’ad is a researcher at INESC TEC and a PhD student at the University of Porto, Portugal. She is exploring new methods for designing service platforms for the service ecosystems while analyzing the dynamics of the utility and air transportation service ecosystem respectively.
Dr. Nina Costa is a researcher currently based in Aveiro University, integrated member at the Research Institute of Design, Media and Culture (ID+). Currently working on the DesignOBS project, “For a Design Observatory in Portugal”.
Dr. Jorge Grenha Teixeira is a researcher and assistant professor of the Department of Industrial Engineering and Management at the University of Porto. His research interests are in the field of technology-enabled services, with a special focus on customer experience, service design and interaction design.
Dr. Lia Patrício is Associate Professor at the School of Engineering of the University of Porto, where she is director of the Master in Service Engineering and Management. She is the Principal Investigator of the Service Design for Innovation Marie Curie Network. Her research focuses on service design and customer experience, particularly the design of technology-enabled services and complex service systems and value networks.
Click here to view the presentation.
Click here to watch the recording.
Radical Cross Collaboration with Design Thinking and Play
on 26th February 2020
by Asli Ors – Cisco
Plants need nourishment from the soil, water, and sun. Humans need an authentic connection, empathy, understanding, being seen and heard, a sense of direction and understand what comes next. How Might We Achieve Radical Collaboration with Design Thinking & Improv?
Asli helps teams create empathic solutions built on intelligent networks that solve our customers’ challenges with design thinking. Believes, when Play and Work tangles magic happens. By magic, she means meeting the business goals by aligning on core requirements, design principles and project priorities in a timely manner.
Click here to view the presentation.
Click here to watch the recording.
Developing design capabilities in organizations: Diluting or condensing design innovation skills
on February 19th 2020
by Filipe Lima, Dr. Lisa Malmberg, Ana Kustrak Korper, Dr. Daniela Sangiorgi
Many organizations seem to turn to design as the main facilitator of organizational transformation in order to move towards human-centered principles and practices. But building design capabilities for organizational transformation is not a straightforward or linear process always leading to the expected results. Thus, how can design capabilities be developed and sustained in organizations? What implications might different approaches to diffusing design in an organization have? The aim of this podcast is to explore the concept of design capabilities discussing the pros and cons of development strategies in organizations.
Click here to view the presentation.
Click here to watch the recording.
Horrors and heroes of building design capabilities in organizations: an industry experience
on February 12th 2020
by Marzia Aricò and Alexandra Coutsoucos – Livework
Service design consultancies are increasingly moving from designing the service to designing the machine that delivers the service. We will compare two cases from telco and financial sectors to draw learning on the reality of building design capabilities in large organizations. We will walk you through the experience, from planning to execution, highlighting what works and what doesn’t. How does the plan translate to reality? How can you ensure to plug-in effectively into the existing organizational context? And how do you factor human error in?
Marzia Aricò, PhD, Head of Insight at Livework Studio. Her work, both as service design practitioner and researcher, aims at supporting organisations to embed service design effectively and in a sustainable manner to achieve customer and employee centricity.
Alexandra Coutsoucos, is a service and strategic designer driven by fascination for people’s minds and behaviors. Her work revolves around researching people’s needs and manifestations with an outlook at further future challenges, to best design sustainable, implementable human-centered solutions.
Click here to view the presentation.
Click here to watch the recording
How Service Design does(n’t) work
on February 5th 2020
by Prof. Stefan Holmlid, Dr. Johan Blomkvist, Ana Kustrak Korper and Vanessa Rodrigues
Although service design has been around for a while, it still means different things to different communities, both in practice and research. To some, it’s an approach, to some a methodology, to some a process, to some all of the above. It often seems as “the miracle product” that will magically enable people to become more creative and innovative. However, service design is not a one-fits-all solution. How do we know what works? How can we know what doesn’t work and plan accordingly? And most importantly, how can we make sure that what works gets adopted by the organizations? These are the questions that we explore in this podcast informed by the insight from both research and practice.
Click here to view the presentation.
Click here to watch the recording.
Service Design and Innovation. An introduction.
on January 22nd 2020
by Dr. Daniela Sangiorgi and Dr. Lia Patricio
Service Design is here introduced as a multidisciplinary practice and approach to service innovation, which has been the focus of a European Training Network funded by the Marie Skłodowska-Curie program and just ended in 2018. The session will review some of the key contributions this human-centred and creative approach can bring to service innovation, indicating what are the streams of research that will be touched by the following SDIN podcasts. Some examples will help to reflect on the potentials and limitations, hopefully opening the floor for a discussion.
Click here to view the presentation