Abstracts should be no more than 300 words explaining the contents and the main focus of the proposed article, especially used methods, data and the relationship to one of the focus areas. Indicate if you have visual material that will support your article. We would like to know something about your current position and connection with service design. This information you could give with few sentences.
Call for Abstracts ends on the 20th of September, 2011. You can send the abstracts at: firstname.lastname@example.org. Professors Satu Miettinen and Anu Valtonen will look the abstracts through an notify the authors whose articles will be accepted for the book.
The final articles are due by the 31st of December. After this the editors will give feedback to the authors. During the spring 2012 we’ll go through the editing and graphic design process of the book and the book should come out in autumn 2012. The book project will include a social media based platform to include wider audience in the discussion about the book.
Background: Service Design Research
Research in the area of service design is well needed in an international context. Service design is a new research area, which has roots in the area of design research and user centred design. Mager (2009) defines service design as a new concept, introducing new processes and methods to service providers, which at the same time addresses the functionality and form of services from the perspective of the user. A service design approach is holistic. It looks at systems and subsystems of relationships and interactions. It takes the context into consideration, being aware that services are living systems. Morelli (2002) and Manzini & Vezzoli (2002) have studied the systematic perspective of service design.
Mager (2009) has been one of the pioneers in developing service design in Germany where service design was started as a discipline in 1990’s in Cologne. There is still narrow spectrum of research literature on service design. Mager (2008), Miettinen & Koivisto (2009), Stickdorn & Schneider (2010), Miettinen (2011a) and Meroni and Sangiorgi (2011) have published books on basic application of service design methods and process. Use of applied methods that root in the area of social sciences and innovative methods used in design research (Hanington 2002) are apparent in service design. Service design discusses themes of co-creation (Prahalad & Ramaswamy 2004), co-configuration (Engeström 2004), co-production of public services (Boyle & Harris 2009, Parker & Heapy 2006, Thomas 2008), interaction design (Holmlid 2005, 2007 and 2008) and of course co-design (Mattelmäki 2006, Battarbee 2006). Methodological study in the area of service design is needed to make stronger connection with previous methodological and thematic discussion and service design. Methodological study has strong international relevance and value and it makes easier to apply service design in multidisciplinary context. In this way it is also easier to generate new methodological and thematic information on service design and its’ potential.
The first objective of the book is to locate and identify methodological background where service design can build upon. This is needed to develop service design methods and process further as a field of interdisciplinary study. Service design is a new research area, which has roots in the area of design research and user centred design. Mager (2009) defines service design as a new concept, introducing new processes and methods to service providers, which at the same time addresses the functionality and form of services from the perspective of the user. A service design approach is holistic. It looks at systems and subsystems of relationships and interactions. It takes the context into consideration, being aware that services are living systems. Morelli (2002) and Manzini & Vezzoli (2002) have studied the systematic perspective of service design.
Service design approach has strong links with interactive and participatory nature of action research (Freire 1970, Kuula 1999, Reason & Bradbury 2001, Reason & Bradbury 2007). Methodological approach is based on design research and especially in applied and innovative methods (Hanington 2002).
One of the innovative methods used in the area of service design is a context mapping method that reveals users’ conscious and latent needs, experiences, hopes and expectations. In this method users participate in a workshop facilitated by a tutor. They use make-tools: pictures, drawing, creating with different materials and storytelling to generate ideas. There can be a preparatory phase before the workshop when the users are working with creative thematic assignments on their own. Make-tools aim at gathering data from people about issues that are not easy to verbalise. The tools support the users to express themselves and reveal subconscious and still relevant thoughts with metaphors and associations. (Sleeswijl el al 2005, Stappers & Sanders 2003).
The iterative design process of customer insights, creation, testing and evaluation and related service design methods is used in service design. This process takes place through the most common inter-disciplinary service design methods and tools, such as “Shadowing”, “Customer Journey Maps”, “Contextual Interviews”, “Cultural Probes”, “Personas”, “Design Scenarios”, “Service Prototypes”, “Service Blueprints” or “Business Model Innovation” (Miettinen & Koivisto 2009, Stickdorn & Schneider (2010) and Miettinen (2011a).