SDN Insider January/February 2009

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			Service Design Conference 2008 You wouldn't believe that it is already more than two months ago that the first European-based Service Design conference took place from 24th to 26th November 2008 in the beautiful city of Amsterdam, Holland. It was an exciting and successful experience for all those taking part. No doubt, the get-together gave another motivating impulse to the vastly expanding Service Design Network through presentations, workshops and not at least, many inspiring conversations between Service Design experts, newcomers and business partners. Look back at it now: pictures and videos of the conference are available online.

	Save the Date: SDN Conference 2009, 26-27 October The date for the network's next Service Design Conference is now confirmed: It will take place from 26 to 27 October 2009! The last conference has set a fundamental starting point, on which this year's event can be based. We are looking forward to an exciting get-together, which will provide more topic- and competence-oriented offers and integrate a higher relevance of practical experience. We would like to thank all those who gave their feedback on the last conference. Your opinions will flow into the preparation of this year's conference and provide us with the potential to make it an even more inspiring and gainful experience. You will be informed about the location a soon as possible. New sdn community website We are very glad to announce that a new sdn community website will be launched soon! On the conference "connect" workshops many members have expressed their wish for an interactive platform which can be used for exchange, discussion and announcements. The new website will provide such facilities. It is an excellent opportunity to share your work, opinions and knowledge with service design practitioners, academics and all those interested in the discipline. We are looking forward to introducing it to you within the next weeks!

			Welcome new members! Since the outcome of the last SDN-Newsletter, the service design network has experienced an enormous increase of new member inflow! The network has expanded to 46 full and more than 400 private members. We would like to warmly welcome all new members and say a huge thank you for your interest, enthusiasm and active input which keeps the network alive and vibrant. Find out more about all network members here.

	Touchpoint Finally! - We can now herald the outcome of the new Service Design Journal, Touchpoint, for March 2009. On the conference, Continuum has luckily offered their cooperation and we took some more time in oder to make Touchpoint a really professional, entertaining and gainful magazine for all readers. The journal aims at creating a forum for discussion and debate amongst service organizations, professionals, students and educators of service design. Oliver King, Lavrans Lovlie, Birgit Mager, Fran Samalionis and Marcel Zweirs being the contributors to the first edition, the journal features news and trends, interviews, insightful discussions and case studies. All parties involved are working very hard on it and cannot wait to present it to you as soon as possible – March is now the date for the launch. If you have not pre-ordered yet, don't waste time but be among the first to read the very first Service Design Journal worldwide! Pre-order now!

			Engine: SILK Project nominated for Designs of the Year 2009 Awards In December, the UK Design Museum announced the nominations for the 2009 Brit Insurance Design of the Year Award. Included in the awards is, for the first time ever, a nomination for a service design project – the Social Innovation Lab for Kent (SILK) by Engine. SILK is an innovation hub based within Kent County Council. It promotes a user centred approach to creating or improving policy and council services. Part of the judging process includes a public vote. So if you like Engine's project or are just interested in Service Design, vote here (scroll down the page and click on 'Graphic Design' and then on 'more answers' until you get to the final page). The category winners will be announced on 24 February and the overall winner will be awarded at the Awards Dinner on 18 March at the Design Museum. Read more



			Culminatum: New Service Design e-learning tool Culmination has launched a very basic Service Design tool, which can be studied for free. It introduces the most commonly used terms, methods and practices and gives you an overview on service design processes. The tool is a good starting point for dialogue among service sector professionals and helps to establish a common understanding on service design. Click here to start! The website gives you also a possibility to participate in discussion on the topic and stay up to date via the designing services discussion forum and knowledge base. Read more



			live\|work: Service Design Newsletter live\|work has recently launched a new Service Design newsletter. The circular is an irregular update on what the authors think and do in the world of Service Design. Subscribe here!



			IDEO: "Eyes Open" book series awarded one of the best business books 2008 The American Business Magazine "Fast Company" put Fred Dust's and IDEO's Eyes Open series on their list of best business books 2008. The idea behind their nomination was that the process of finding and sharing new ideas and experiences is essential to successful economic action. Read more



			Aalborg University School of Architecture and Design: The Service Design wikispace In this new wikispace, you can find service design strategies, definitions and methodologies, such as service blueprint, use cases, and visualization techniques for service design. There are also examples from student works and case examples of innovation in public and private services, information on service design research, events and conferences, and relevant publications. Read more



			STBY white paper: Open Innovation with a service design approach STBY and its client Elsevier have co-authored a white paper to share their experiences and learnings from an Open Innovation project. In this project Lead User Research and Co-Creation Workshops were combined in a multi-disciplinary and iterative process to develop concepts for new and innovative services. A brief outline of the project was presented during the Service Design conference in Amsterdam in November 2008. The paper contains further details on the methodology and working process. Download here



			thinkpublic teach Chinese diplomats about public service design Following an invitation from The Young Foundation, thinkpublic ran a workshop on in December 2008 with 25 public service leads from Beijing on how thinkpublic have been re-designing public services in the UK. As part of the session they ran an observation activity where the group was taken on a tour of East London and, afterwards, was asked to feedback on their immediate environment. Response from the group was excellent with one diplomat saying how "this is all very new and exciting, it has changed the way I will think about public services in Beijing". It will be interesting to see how this develops. View pictures thinkpublic's initiative "Pitch Your Project" shortlisted for NHS award thinkpublic initiative Pitch Your Project has been short-listed by the NHS Centre for Involvement, as part of their Involvement to Impact Awards. Pitch Your Project is part of thinkpublic's Journeys to Health collaboration with UK volunteering charity TimeBank. It involves the hosting of Dragon's Den style events with Foundation Trusts to support the development of innovative volunteering opportunities within health. Read more



			New UK Design Council programme: Public Services by Design The UK Design Council has launched a new programme called Public Services by Design. The challenges public services have to face are ever increasing while budgets are becoming tighter. Facing such demands, the public sector has to take innovative approaches to the creation and development of its services. The programme "Public Services by Design" is set up in response to the 'Innovation Nation', a white Paper, which challenged the Design Council to help government create services that are not only cost effective, but that connect the public into the heart of policy making. Read more



			Special Feature: Service Design in the Global Recession Since the market crash in 2008, the world economy has plunged into a global recession looking years ahead of economy 'on-hold'. In this harsh economic climate, how should service designers act on in order to make this into an opportunity, not a hurdle? Here are some insightful articles from the media. Where's the Service in our 'Service Economy'? To read Creative solutions in tough times To read Recessionary design: A boom time for creative energy To read The World Economic Forum—Lost in a Fog. A Design Manifesto for Davos. To read Inspire & Innovate; Recession? What Recession? To read



			Designing for Services at the SBS Oxford Designing for Services in Science and Technology-Based Enterprises was an interdisciplinary research project initiated by Saïd Business School (SBS) at the University of Oxford. Along with Service Design agencies like IDEO, live\|work or Radarstation, companies such as Prosonix, Oxford Gene Technology and gNostics took part. The one-year study (2006-2007) explored how academics, service designers, and science and technology entrepreneurs understand the designing of services in science and technology-based enterprises. As an outcome, the website provides information on three case study projects in which service designers helped early stage science and technology enterprises (re)design their services. Read more



			First Service Design Conference in Taiwan took place in November 2008 The international Service Design conference "SEE Taiwan 2008" took place on 28 November 2008. More than 500 people participated in the successful event. Read more



			Other New Articles and Blog Postings Why an Obama Administration Needs Service Design To read Using design to crack society's problems To read "The Role of Design in Public Services" To read Engage Patients in Service Design: Don't be afraid to ask To read In the creative world, the only constant is change To read "Innovation" is Dead.The Birth of "Transformation" as The Key Concept for 2009. To read



			Upcoming Events DMI Seminar: Design Research for Product and Service Innovation March 31-April 1, 2009, (Milan, Italy) May 14-15, 2009, (San Francisco, USA) October 1-2, 2009, (Chicago, USA) Read more EAD09: Design Connexity Conference April 1-3, 2009. Read more ICSS 2009 International Conference on Service Science May 14-15, 2009. Read more INFORMS 2009 International Conference on Service Science August 6-8, 2009. Read more NORDES ´09 Engaging Artefacts (Call for submissions) and Nordic Design Research Summer School August 30-September 1, 2009. Read more UX Week 2009 September 15-18, 2009. Read more OLO.MUOTO-09 Future-oriented designer expo October 22-25, 2009. Download PDF SDN Conference October 26-27, 2009. Watch this space! The 23rd Service Conference & Workshop by Academy of Marketing November 5-6, 2009. Read more First Nordic Conference on Service Design and Service Innovation November 24-26, 2009. Read more



			Service Design Network on facebook Do you have a Facebook account? Join the Facebook Service Design group! More than 280 members have already joined in the group and established a vibrant international network in the name of Service Design. Join now!

			Service Design: Design studieren, by Birgit Mager, 2009 Prof. Birgit Mager's new publication is now available. "Service Design: Design studieren" is a textbook on Service Design in which Birgit Mager as well as reputed international writers introduce basics, fields of application and scopes of study of this young and expanding discipline. The book addresses predominantly students but is also a great gain for practitioners and managers in the service sector as well as all those interested in Service Design. So far, the publication is available in German only. Order now!



			Designing for Services - Multidisciplinary Perspectives, by Kimbell and Seidel, 2008 The innovative and highly illustrated volume titled "Designing for Services – Multidisciplinary Perspectives", edited by Lucy Kimbell and Victor P. Seidel, collects findings from the research project "Designing for Services" initiated by Said Business Shool (SBS) at the University of Oxford. Read more Download PDF



			Innovation by Design, by Thomas and Grace, 2008 The articles in the pamphlet "Innovation by Design" present a powerful case for design and how it can help achieve better designed public services while fulfilling what can be competing objectives of personalisation and value for money. The contributors to this pamphlet range from social innovators and designers to policy-makers and leaders in government, health and social care. Download PDF



			New Wikipedia: Service Design Patterns Victor Lombardi, product development consultant and visiting professor at the Pratt Institute, a leading US design school, has launched a new Service Design Wiki. It aims at offering a platform to the service design community, which allows them to share their knowledge of how to design great services. It is freely available to all those interested in Service Design and the Service Sector. Go to Wiki

			sdn Insider is a bimonhly newsletter published by Service Design Network that delivers the most current service design news around the world to Service Design Network members. To submit news, email at info@service-design-network.org To unsubscribe, click here.