Cognitive Work Analysis (CWA) is an appropriate approach in high-stakes domains, such as Air Traffic Management (ATM). It provides focus on human expert performance in regular as well as contingency situations. However, CWA is not suitable for the design of a first-of-a-kind system, since there is nothing to analyze before the start of the design process. In 2017, unmanned traffic management (UTM) for intense drone traffic in cities was such a system. Making things worse, the UTM system has to be in place before the traffic, since it provides basic safety. In this paper we present conceptual designing as a bootstrapping approach to CWA for UTM as a first-of-a-kind system.

Idrott används allt oftare som verktyg för integration och mot utanförskap. Midnattsfotboll är ett exempel. Hur organiserar man en sådan verksamhet och vad är avgörande för att den ska fungera långsiktigt?

Det blir allt vanligare att använda idrott som ett verktyg för sociala ändamål, både internationellt och i Sverige. Ofta sker det i samverkan mellan kommuner och idrottsföreningar.

Vi studerar två fall av så kallad Midnattsfotboll i två svenska städer. Verksamheten arrangeras i samverkan mellan en nationell stiftelse, lokala idrottsföreningar, kommun och sponsorer. Vi tittar på hur man går tillväga för att etablera respektive verksamhet, för att identifiera vad som är viktigt för att de ska överleva och bli långsiktiga.

Service encompasses multiple interaction processes among many different actors. Comprehending the subtleties of what drives actors resource integration activities could therefore be valuable when designing for service. However, these nuances are not necessarily always captured in early representations such as prototypes of service due to variation in individual interpretation of situations. This paper draws on strong concepts from interaction design as a generative intermediate-level form of knowledge, to conceptualise perceived action potential (PAP) as a strong concept through the use of illustrative examples. PAP refers to the subjective interpretation of an individualï¿œs (own) scope of action in new or unforeseen situations. This paper elucidates the implications of PAP for service design and suggests future research opportunities. In introducing strong concepts to service design, it also translates how strong concepts might be identified and subsequently constructed in service design research in order to aid practice.

Service-dominant logic (SDL) is a theoretical framework that has impacted the development of service design. Resource integration, a core concept in SDL, provides a distinctive perspective that changes the perception of value in situations of interaction. In this paper, we explore the implications of applying the resource integration view on interaction in the context of an illustrative design project. We argue that considering the resources of each actor in a design situation elevates the discussion towards a more strategic level of service and value creation. Through the example, we draw implications of utilising this perspective in specifying, positioning and shaping interactions in the system to provide value for different actors.

Service designs suggest changes in service systems, that – when implemented – change roles of actors in such systems. To fulfil their new role, actors in a service need to know what is expected of them and be both willing and able to perform this new role. Combining data from an ongoing service development project with existing knowledge of external representations used in service design and Role Theory, we propose a framework showing the extent to which different aspects of envisioned roles are included in different types of service representations. This provides a structured way to describe and evaluate roles, adjust them if needed and prepare service actors for their own and others’ new roles.

The influence of technology on value co-creation practices of service actors has been studied from a service encounter perspective, during or after technology introduction. We contribute to this existing research by introducing a multi-actorperspective to study such changes priorto technology deployment. We provide two illustrative cases that show how this can be done. In addition, we study the generalisability of findings from such research projects, through an exploratory qualitative comparison of the projects. We make a second contribution by providing five contextual aspects for other researchers to use when assessing 1) generalisability of our findings and 2) to what contexts their research results can be transferred. Finally, we make a third contribution by positing that literature on roles and role change supports service researchers and designers to make sense of the ways in which service actors perceive that technology deployment will influence value co-creation in service systems. 

The following blog post is edited from an email conversation between the authors about the concept of interactive form, which incidentally is the name of a course given at Linköping University. If you do teach a course, it might be a good idea to understand the meaning of the course name.

When designing and managing services, customer journey mapping and

service blueprints are often used to described and understand the specific

service. However, in many services, when implemented, actual customer

journeys are intersecting in specific spaces. This paper introduces the

touchpoint container as a strong concept to understand resource

integration in spaces where touchpoints from different customer journeys

have been collected. We provide an empirical illustration on what a

touchpoint container is and highlight the features of such a container.

Starting from the evolution of the service-dominant logic and critiques emerging from this, the purpose of this paper is to explore the link between value creation and service evaluation in order to understand what can be evaluated in a service, when and from which perspective, to ascertain its value.

Even though in theory of service logic there is a quite clear understanding of service value creation dynamics, a reflection is missing on how to measure that value. The authors thus take on the concept of service evaluation as a further development of service logic, introducing a possible way to approach it.

Bridging service logic studies and evaluation studies in the field of social sciences, this paper identifies temporal aspects of service evaluation, and possible evaluation objects and objectives that are meaningful for the service provider in value-facilitation activities and for the service user in value-creation activities. A framework is developed and some considerations are done upon shifting the reflection on value creation from theory to an evaluation practice.

Designing services require embracing the variability that makes it unique. This paper investigates how the use of a service prototyping technique enables participants to explore the variations inherent in services. The video data are analyzed using qualitative content analysis and the articulated variations are abstracted as categories. The resulting categories are then mapped across the service logic framework and the corresponding provider, joint and patient spheres. This paper aims to contribute to research on service prototyping by augmenting the use of prototyping methods to gain an understanding of the sources and possibly types of variations in a particular service. It clarifies how prototyping a service allows people untrained in design to diagnose variations that may occur in a future service and the decision-making process in accommodating variation. Further, the knowledge gained enables improved value co-creation opportunities in a service.