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Daniela Sangiorgi

Daniela Sangiorgi was one of the first scholars to work in service design research. With a degree in industrial design, she went on to study for one of the first PhDs in service design at the Politecnico di Milano, Italy. She was part of the team of that set up the Service Design Network and the Service Design Research initiative. Her research has been used in design consultancy and for various EU projects, and she has received Research Council funding. She is the co-author of one of the first ever academic books on Service Design (‘Design for Service’, with Anna Meroni, 2011). She has taught service design at MA level in the UK, Italy, Brazil, Germany, Sweden, India and South Korea. She chaired the ServDes2014 international conference in 2011, and is currently the PI of an AHRC-funded research project. Author affiliation details are correct at time of print publication.

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Alison Prendiville

Alison Prendiville has an MSc in digital anthropology from UCL, and her doctoral research was an industry-funded PhD with Thorn Transit Systems International (now part of Cubic). This was one of the first research projects to take a holistic view of engineering hardware and its effect on the passenger service experience. She was a researcher on the EU Framework IV programme MIMIC, which investigated barriers to the seamless transport journey at seven EU sites. Her recent work as deputy director at the Competitive Creative Design- a collaboration between University of the Arts and Cranfield University- has focused on facilitating collaborations between designers, scientists and engineers for the development of new product service systems. She is course director for the MDes Service Design Innovation programme at the University of the Arts London, and she works with various service design workshops at Cranfield University and at the Samsung Art and Design Institute in South Korea. She is also a judge for the Ordnance Survey’s Geovation Challenge. Her most recent research focuses on Geographic Information Systems (GIS) and their role in innovating public sector services. Author affiliation details are correct at time of print publication.

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Designing for Service : Key Issues and New Directions

Bloomsbury Academic, 2017

Book Chapter

4

... in either enacting the service or being accountable for its outcomes’; Daniela Sangiorgi, Alison Prendiville and Jeyon Jung suggest the need to expand service design spaces, considering what happens before, during and after designers’ contribution...

Introduction

Daniela Sangiorgi

Daniela Sangiorgi was one of the first scholars to work in service design research. With a degree in industrial design, she went on to study for one of the first PhDs in service design at the Politecnico di Milano, Italy. She was part of the team of that set up the Service Design Network and the Service Design Research initiative. Her research has been used in design consultancy and for various EU projects, and she has received Research Council funding. She is the co-author of one of the first ever academic books on Service Design (‘Design for Service’, with Anna Meroni, 2011). She has taught service design at MA level in the UK, Italy, Brazil, Germany, Sweden, India and South Korea. She chaired the ServDes2014 international conference in 2011, and is currently the PI of an AHRC-funded research project. Author affiliation details are correct at time of print publication.

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Alison Prendiville

Alison Prendiville has an MSc in digital anthropology from UCL, and her doctoral research was an industry-funded PhD with Thorn Transit Systems International (now part of Cubic). This was one of the first research projects to take a holistic view of engineering hardware and its effect on the passenger service experience. She was a researcher on the EU Framework IV programme MIMIC, which investigated barriers to the seamless transport journey at seven EU sites. Her recent work as deputy director at the Competitive Creative Design- a collaboration between University of the Arts and Cranfield University- has focused on facilitating collaborations between designers, scientists and engineers for the development of new product service systems. She is course director for the MDes Service Design Innovation programme at the University of the Arts London, and she works with various service design workshops at Cranfield University and at the Samsung Art and Design Institute in South Korea. She is also a judge for the Ordnance Survey’s Geovation Challenge. Her most recent research focuses on Geographic Information Systems (GIS) and their role in innovating public sector services. Author affiliation details are correct at time of print publication.

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Designing for Service : Key Issues and New Directions

Bloomsbury Academic, 2017

Book Chapter

4

... ‘Breaking free from NSD: Design and service beyond new service development’ by Stefan Holmlid, Katarina Wetter Edman and Bo Edvardsson, and Chapter 2 ‘Expanding (service) design spaces’ by Daniela Sangiorgi, Alison Prendiville and Jeyon Jung....

Designing for interdependence, participation and emergence in complex service systems

Daniela Sangiorgi

,

Daniela Sangiorgi was one of the first scholars to work in service design research. With a degree in industrial design, she went on to study for one of the first PhDs in service design at the Politecnico di Milano, Italy. She was part of the team of that set up the Service Design Network and the Service Design Research initiative. Her research has been used in design consultancy and for various EU projects, and she has received Research Council funding. She is the co-author of one of the first ever academic books on Service Design (‘Design for Service’, with Anna Meroni, 2011). She has taught service design at MA level in the UK, Italy, Brazil, Germany, Sweden, India and South Korea. She chaired the ServDes2014 international conference in 2011, and is currently the PI of an AHRC-funded research project. Author affiliation details are correct at time of print publication.

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Lia Patricio

and

Raymond Fisk

Designing for Service : Key Issues and New Directions

Bloomsbury Academic, 2017

Book Chapter

3

... Meroni and Sangiorgi 2011). This represented a significant departure from more operational approaches to leverage design thinking to envision new future service possibilities. At the same time, service design has evolved to better...

Expanding (service) design spaces

Daniela Sangiorgi

,

Daniela Sangiorgi was one of the first scholars to work in service design research. With a degree in industrial design, she went on to study for one of the first PhDs in service design at the Politecnico di Milano, Italy. She was part of the team of that set up the Service Design Network and the Service Design Research initiative. Her research has been used in design consultancy and for various EU projects, and she has received Research Council funding. She is the co-author of one of the first ever academic books on Service Design (‘Design for Service’, with Anna Meroni, 2011). She has taught service design at MA level in the UK, Italy, Brazil, Germany, Sweden, India and South Korea. She chaired the ServDes2014 international conference in 2011, and is currently the PI of an AHRC-funded research project. Author affiliation details are correct at time of print publication.

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Alison Prendiville

Alison Prendiville has an MSc in digital anthropology from UCL, and her doctoral research was an industry-funded PhD with Thorn Transit Systems International (now part of Cubic). This was one of the first research projects to take a holistic view of engineering hardware and its effect on the passenger service experience. She was a researcher on the EU Framework IV programme MIMIC, which investigated barriers to the seamless transport journey at seven EU sites. Her recent work as deputy director at the Competitive Creative Design- a collaboration between University of the Arts and Cranfield University- has focused on facilitating collaborations between designers, scientists and engineers for the development of new product service systems. She is course director for the MDes Service Design Innovation programme at the University of the Arts London, and she works with various service design workshops at Cranfield University and at the Samsung Art and Design Institute in South Korea. She is also a judge for the Ordnance Survey’s Geovation Challenge. Her most recent research focuses on Geographic Information Systems (GIS) and their role in innovating public sector services. Author affiliation details are correct at time of print publication.

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Jeyon Jung

Lancaster University, UK Author affiliation details are correct at time of print publication.

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Designing for Service : Key Issues and New Directions

Bloomsbury Academic, 2017

Book Chapter

3

... relationships and their characteristics (source: Sangiorgi et al. 2015: 62)  ...

Designing on the spikes of injustice: Representation and co-design

Designing for Service : Key Issues and New Directions

Bloomsbury Academic, 2017

Book Chapter

0

...Do not trust elitist versions of history and science, which respond to dominant interests, but be receptive to counter-narratives and try to recapture them. As co-authors with different disciplinary backgrounds, we found that our...

Service design as a sensemaking activity: Insights from America

Designing for Service : Key Issues and New Directions

Bloomsbury Academic, 2017

Book Chapter

0

...Cultural issues are notable challenges to service design and management focused on low-income segments in emerging economies. Existing service models, developed in other settings, may not apply accurately, which suggests the need for new...

Service design and the edge effect

Designing for Service : Key Issues and New Directions

Bloomsbury Academic, 2017

Book Chapter

1

... As a young discipline – the first service design consultancy, Live|Work, was only formed in 2001 – most of the research community has focused on defining the field; articulating and proving why design could and should work on services (Sangiorgi...

Specialist service design consulting: The end of the beginning, or the beginning of the end?

Designing for Service : Key Issues and New Directions

Bloomsbury Academic, 2017

Book Chapter

1

... buyer preference for one or another provider favours the latter. Because service design involves a set of techniques, many if not most of which have been made public (e.g. Kimbell 2014; Meroni and Sangiorgi 2011; Polaine et al....
...9.1 Introduction Co-creation, co-production, co-design: the last decade has seen a growing recognition of the importance of a more collective contribution from those who are both delivering and receiving any form of public...

Public Policy and Public Management: Contextualizing Service Design in the Public Sector

Sabine Junginger

Sabine Junginger is visiting professor at both Macromedia University, Germany and Jiangnan School of Design, China. She is also a fellow at the Hertie School of Governance, Germany. She has edited both Designing Business and Management (2016) with Jurgne Faust, and also the Handbook of Design Management (2011) with Rachel Cooper. She has had articles published in various journals, including Design Issues, The Design Journal, The Journal of Business Strategy and the Design Management Review. Author affiliation details are correct at time of print publication.

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Daniela Sangiorgi

Daniela Sangiorgi was one of the first scholars to work in service design research. With a degree in industrial design, she went on to study for one of the first PhDs in service design at the Politecnico di Milano, Italy. She was part of the team of that set up the Service Design Network and the Service Design Research initiative. Her research has been used in design consultancy and for various EU projects, and she has received Research Council funding. She is the co-author of one of the first ever academic books on Service Design (‘Design for Service’, with Anna Meroni, 2011). She has taught service design at MA level in the UK, Italy, Brazil, Germany, Sweden, India and South Korea. She chaired the ServDes2014 international conference in 2011, and is currently the PI of an AHRC-funded research project. Author affiliation details are correct at time of print publication.

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The Handbook of Design Management

Bloomsbury Academic, 2011

Book Chapter

3

... with (Sangiorgi 2009): from one-to-one to many-to-many interactions; from sequential to open-ended interactions (Winhall 2004); from within to amongst organizations. While ‘scaling up’, service design is also ‘reaching out’ and ‘deepening in’;...