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Touchpoint Issue 2 out now!
The second issue of Touchpoint, the sdn's Service Design Journal, is out now! Entitled "Health and Service Design", this brand-new issue features articles from Service Design and/or healthcare experts such as Julia Schaeper, Lynne Maher and Helen Baxter (NHS), Lavrans Løvlie (liveIwork), Ben Reason (live|work), Mark Mugglestone (NHS) and John-Arne Røttingen (Norwegian Knowledge Centre for the Health Services), Tine Park (Designit) and Christine Janae-Leoniak (Mayo Clinic) as well as interviews with representatives from these areas.
This issue of Touchpoint will explore the individual, social and economic relevance of health systems and the potential for of Service Design to redesign and reinvent service offerings, service processes and service interactions.
Order your copy here!
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Final agenda of sdn Service Design Conference is now online
Make sure to check out the final agenda of this year’s sdn Service Design Conference, which is now available for download!
The conference provides an excellent opportunity to spend two days in the name of Service Design, learn from the experience of key players in the field and socialise with the members of an international Service Design network. Don’t miss this chance to listen to internationally renowned Service Design experts such as Joe Heapy (Engine Service Design), Birgit Mager (KISD), Lavrans Lovlie (live|work), Christian Palino (Adaptive Path), Augusta Meill/Jon Campbell (Continuum) and Mark Jones (IDEO) and get involved yourself during the workshops!
Go to the agenda and register now for the conference to get your tickets in time!
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live|work: Service Design – a matter for international security
The UK Service Design agency and sdn member live|work is working with the United Nations Institute for Disarmament Research (UNIDIR) to design better community security services for humanitarian and development organisations. The UNIDIR’s project called Security Needs Assessment Protocol (SNAP) develops a “programme design service”, which will provide critical, and ethnographically informed security knowledge to the UN and other organisations that work to rebuild post-conflict societies, or assist with development and humanitarian activities around the world. The purpose of SNAP’s innovative service is to facilitate the creation and application of local knowledge and an understanding of security issues, from the point of view of the communities themselves.
Don’t miss Lavrans Løvlie’s corresponding presentation on “Service Design, a matter for International Security” at this year’s Service Design Conference!
Find out more!
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Kuopio Academy of Design: Experience Service Design
The Kuopio Academy of Design at the Savonia University of Applied Sciences in Finland hosted a Service Design conference on September 7th - 9th called Experience Service Design. Keynote presentations featured professor Birgit Mager from KISD and Associate Professor Nicola Morelli from Aalbog University. The conference also featured several workshops by Stefan Moritz, Lauren Currie and Arne van Oosterom.
Read more. |
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Thinkpublic: Designing Nation Dementia Service
thinkpublic have co-designed a new service for The Alzheimer's Society in response to the Department of Health's National Dementia Strategy announced last November. Working with people with dementia, carers, health professionals and branches, thinkpublic have developed an advisory service that supports people newly diagnosed with dementia and created a database, supporting products and the job role of 'dementia advisors’. Following a successful pilot phase, The Department of Health has extended the service to run in 22 sites across the UK after it was tested in Birmingham, Coventry, West Kent and Greenwich. If you would like to find out more about this project please get in touch with Ian at ian.drysdale@thinkpublic.com.
Read more about the Department of Health's Health’s National Dementia Strategy here.
Thinkpublic: YouCanKingston
thinkpublic have conducted a large scale public engagement imitative on Cambridge Road and the Cambridge Gardens Estates in Kingston, Surrey. Working in partnership with the the local Primary Care Trust (PCT), who are keen to address a number of health inequalities that residents on the estate experience, as well as with the Local Council, Community Groups and the Young Foundation, thinkpublic have led a number of activities that engage with local residents and involve them in the design of future health services on the estate. Over the course of the project the team conducted in-depth interviews, informal conversations and vox-pops with over 60 residents, and ran community co-design event with the project participants. The outcomes have been presented to the NHS board and will inform future service delivery and strategic plans for the estate.
Find pictures of the project on flickr.
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31 Volts: Marcel Zwiers on the evolution of design (as a verb)
On 31 Volts’ Website Marcel Zwiers has newly uploaded the slide show of a talk that he gave at Community of Talents, entitled “Service design, a new design discipline”. The presentation gives an interesting visual insight into the evolution of design (as a verb).
Go to Website.
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Frontier Service Design: Videos on Service Design
Frontier Service Design have uploaded a series of videos about Service Design, in which Bob Cooper, founder and CEO, talks about Service Design at a recent panel discussion related to the origins and purpose of Service Design. The short videos (about 2 minutes in length) range in topic from the high level need for Service Design in today’s economy to specific tactics used in understanding the client’s customers. So far, the following videos have been uploaded: “What is Service Design”, “How we do what we do”, the “Card Sorting Video”, “SaaS: Service as a system”, “First, fix the wholes in your bucket!”, “Knowing what you don’t know” and “First, we need a common language”.
Watch all videos here.
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Institute for Information Industry: SEE international forum 2009
Taiwan’s most important conference in the field of Service Design, Service Experience Engineering (SEE) international forum 2009 will be held from 14th to 15th October 2009 in Taipei, Taiwan. The Innovative DigiTech-Enabled Applications & Services Institute of the Institute for Information Industry is the main organizer of the event, which will focus on the methods of customer research and Service Design, process and case sharing. SEE international forum especially invites foreign and domestic specialists to share their knowledge of the experience of service R&D driven by what customers value. Among the speakers are representatives of the Institute for Information Industry, Taipei (sdn member) as well as Birgit Mager from Köln International School of Design.
Download Agenda here.
Read more.
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Dott Cornwall launched: Submit your favourite Cornish Service Designs!
The follow-up to Design of the times North East (Dott07) has been launched in the South West of the UK, Cornwall. Over the coming year and a half, many projects will explore how design can improve local economic and social situations. STBY, together with a few other sdn members, has been selected as one of ten sr. project managers. We can expect to see Service Design approaches play an important role in these projects. Everyone who has visited Cornwall can contribute his or her own ideas about what constitutes good design in Cornwall via the DottShot competition: for instance, submit a photo of your best holiday service experience!
Read more.
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New social network “Design for Care” on Ning
A new social network called “Design for Care. Caring for Design in Healthcare” was recently created on Ning. It brings methods and results that are found effective across healthcare contexts to designers in all situations, illustrated by very current case studies and research. The new community includes and transcends User Experience as care scenarios are not merely "use" but are complex and multifaceted. It aims at informing information, service, and system designers to make a positive difference in healthcare.
Read more and sign up here.
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First Service Design Thinks event in London
On 3rd of September, the first Service Design Thinks event took place in London. Service Design Thinks was inspired by the success of the growing Service Design Drinks network (an informal bi-monthly event for Service Designers to meet up, socialise and share experiences) and is intended to become a forum for conversation and discussion on Service Design practices. It focuses on practical, inspiring stories and observations of Service Designers, for Service Designers. Of course, there is also plenty of time provided for drinking, and talking about Service Design! The first featured Alice Casey, Jo Harrington, Joel Bailey, and Karl Humphreys speaking on four broad elements of the service design process: research, design, evaluation and management.
Read more.
Some photos of the event can be watched at flickr.
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Service Design lecture in Australia by Bill Hollins
In the beginning of August, Bill Hollins gave one of the first Service Design lectures in Australian history at the Live Futures 2020 conference where he spoke on the importance, the challenges and the future of Service Design.
Bill Hollins teaches design management, marketing management and operations management at the University of Westminster. He also undertakes management consultancy for Direction Consultants.
Read more.
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Opening of Amsterdam Centre for Service Innovation (AMSI)
On the 3rd of Septemner 2009, the Amsterdam Centre for Service Innovation (ASMI) has opened its doors. The new centre is a joint effort between the Amsterdam Business School/University of Amsterdam, VU University and Novay and focuses on research and education in management of innovation in service firms and service organizations.
Go to website.
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Call for Papers on services and human-computer interaction
For a special issue that explores the Intersection between Services and Human‐Computer Interactions, the Behaviour & Information Technology (BIT) journal has now opened a call for papers. A broad range of papers is invited, which may be practical, empirical, or theoretical in orientation.
The deadline for paper submission is the 28th of February 2010.
Download CfP here.
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Special Session "‘Adopting’ rigor in Service Design Research?" at IASDR Conference
At the IASDR09 Conference in Seoul (18-22 October 2009), a special session "‘Adopting’ rigor in Service Design Research?" will be co-ordinated by Daniela Sangiorgi (Imagination, Lancaster University) and Stefan Holmlid (Linkoping University). It will also involve several other of our Service Design Network members. The special session aims at exploring the role and potential benefits of adopting other disciplines’ theoretical frameworks as a way to provide orienting concepts and rigor to practice and research, as well as to make sense of the changes of the scenario in which designers act.
Read more.
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Upcoming Events
Service Experience Engineering Forum 2009
October 14-15, 2009.
Taipei, Taiwan
Read more
IASDR Conference
October 18-22, 2009.
Seoul, South Korea
Read more
sdn Service Design Conference
October 26-27, 2009.
Madeira, Portugal
Read more
The 20th Annual Compete Through Service Symposium
November 4-6, 2009.
Phoenix, USA
Read more
DeThinkingService | ReThinkingDesign
First Nordic Conference on Service Design and Service Innovation
November 24-26, 2009.
Oslo, Norway
Read more
Designing Slow Life Conference
March 24-25, 2010.
Lahti, Finland
Read more
OLO.MUOTO-09 Future-oriented Designer Expo
April 24-27, 2010.
Lahti, Finland
Read more
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“Designing Public Services” by Hong Kong Design Centre
The publication “Designing Public Services” documents a Service Design project in Hong Kong, aimed at obtaining a general understanding of the employment and training services from the perspectives of job-seekers and service providers. The project was initiated in response to the HKSAR government’s plan to integrate and enhance the employment and training services provided by the Labour Department, the Social Welfare Department and the Employees Retraining Board.
The publication documents the process of conducting the project and illustrates how design specific competences can systematically be developed within civil services. It was published by the Hong Kong Design Centre in co-operation with the Efficiency Unit, the Hong Kong Polytechnic University School of Design and Kaizor Innovation.
Download publication here.
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“Design for Services” by Anna Meroni and Daniela Sangiorgi
A new Service Design book is planned for 2010. Entitled "Design for Services," the book is scheduled to be published next April and will be edited by Anna Meroni of Politecnico di Milano University and Daniela Sangiorgi of the Lancaster Institute for Contemporary Arts. The book aims to introduce Service Design as a discipline; providing an overview of its origins, the main theories and recent development, while connecting the academic research with the professional practice. It will do so through a collection of 18 international professional and academic projects that represent and map out the main areas of Service Design research and practice.
Read more.
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SMR article “Designing Waits that Work”
The MIT Sloan Management Review has an excerpt from Don Norman’s upcoming book on Sociable Design in its summer issue. "Designing Waits that Work" is a six-page collection of anecdotes on queuing including examples from airlines, theme parks, coffeehouses, restaurants and the California DMV. It also briefly delves into the psychology of waiting.
To SMR article.
Norman's free paper "The Psychology of Waiting Lines" was the basis for the SMR article and covers much of the same ground on queuing.
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Presentation on Service Design by Hugh Dubberly
Hugh Dubberly's 2008 presentation on ”Service Design: 10 Principles” for AIGA/IDSA is available for download. From Shannon and Weaver to Pine and Gilmore, the slides cover a lot of ground. Interaction, experience, brands and some interesting thoughts on network effects.
Hugh Dubberly is founder and principal at Dubberly Design Office (DDO), an interaction design consultancy in San Francisco.
Watch slide show.
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Out now: “Designing Services with Innovative Methods” by Satu Miettinen and Mikko Koivisto
The new publication “Designing Services with Innovative Methods”, edited by Satu Miettinen (Kuopio University of Design) and Mikko Koivisto (Service Designer at the concept agency Yatta) is a joint publication between Kuopio Academy of Design and the University of Art and Design Helsinki. It features Service Design experts such as Ezio Manzini, Stefan Homlid and Birgit Mager, who discuss how design thinking and innovative methods work as tools for co-creating services and desirable value propositions, how Service Design is an effective means to design a more sustainable society, and how Interaction Design offers us insights into more user-oriented services. Design practitioners such as Fran Samalionis (IDEO), Arne van Oosterom (DesignThinkers) and Paul Thurston (thinkpublic) share their Service Design thinking and the benefits of the Service Design case studies from different business areas.
Find out more and order here.
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Interesting Publications from the Web
“The Architect of Experience: Conversation With a Service Designer” an interview with Peter Fossick, coordinator of a new program in Service Design at the Savannah College of Art and Design
(by Paula Wallace, Fast Company, 31. August 2009)
Click here
“From Designing Services to Design in Services“, an interesting blog entry on the difference between designing a service and design-led strategy for services
(by Nick Marsh, user experience consultant at EMC Conchango, in his blog)
Click here
“Systems Thinking: A Product Is More Than the Product”
(Don Norman, Interactions Magazine, Sept./Oct. 2009)
Click here
A very nice pdf by thinkpublic that illustrates their approach to Service Design
Click here
“At your Service”
(Damian Kernahan, Fast Thinking, 23. September 2009)
Click here
“Sea change needed for system overhaul. Leaders need new frameworks to work together across the public services”
(John Benington, The Guardian, 2. September 2009)
Click here
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New Master Degree at Macromedia Hochschule offers focus on Service Design
SDN member Macromedia Hochschule für Medien und Design offers a new Master course of studies entitled 'Media and Design', within which students can specialise in the discipline Service Design.
Applicants from a completely different subject-specific background are also welcome - whether engineers, natural scientists or those with artistic professions. During their studies the Master students will learn to think about management and design together, how to analyse them, shape them and make appropriate decisions.
The start of studies and the deadline for applications is September 1st, 2009. A late application will however still be possible in October.
Read more.
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Lab:USE seeks research assistants in the area of Service Design
Lab:USE is a research unit in the Department of Mathematics and Engineering at the University of Madeira. It is a unique research and development initiative dedicated to making technology more useful, more usable, and more accessible.
Lab:USE is now offering research assistant positions in the area of Service Design for the domains of sustainability and telecommunications for ongoing research projects with the industry. The research unit seeks high quality applications with backgrounds in design or social sciences with interdisciplinary experience in graphic, interaction or Service Design.
Read more.
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New dual degree in human-computer interaction at Carnegie Mellon | Portugal
The University of Madeira and Carnegie Mellon University offer a new professional Master’s dual degree in human-computer interaction under the Carnegie Mellon Portugal international partnership. The new program provides students with an opportunity to study both at Carnegie Mellon in Pittsburgh and Madeira in Portugal working with industry in an interdisciplinary environment. Applications are open for the 2010 edition until 31 of January. High quality applications with backgrounds in design, psychology or computer science are expected.
Read more.
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sdn Insider Editor: Judith Altenau
Editor in Chief: Prof. Birgit Mager
sdn News Scout: Jeff Howard (USA)
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, send an email with the subject "unsubscribe" to newsletter@service-design-network.org.
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www.service-design-network.org | © 2008-2009 Service Design Network | Ubierring 40 Cologne 50678, Germany |
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