liu.seSearch for publications in DiVA
Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • oxford
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Stakeholder Engagement for Service Design: How service designers identify and communicate insights
Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Arts and Sciences. (MDA / IxS)
2013 (English)Doctoral thesis, monograph (Other academic)Alternative title
Intressentinvolvering för tjänstedesign : Hur tjänstedesigners identifierar och kommunicerar insikter (Swedish)
Abstract [en]

Service design is a field emerging from the new-found interest in services as a design material by practitioners and academics of the human-centred design tradition. As such, the field can build on the knowledge from previous work in design as well as in service research. Introducing a new design material may however also introduce new challenges to practice. The research presented in this thesis investigates how the design research phase of the human-centred design process is affected by making services a design material.

 

How users, staff and other stakeholders are involved in service design projects was studied in four studies. Two studies focused on getting a holistic view of how service designers engage stakeholders in their design research. The methods used for these two studies were interviews in one case and participatory observation in the other. The two remaining studies focused on specific aspects of the stakeholder engagement process. One compared how designers and anthropologists approach ethnography, whereas the second investigated the communicative qualities of service design visualisations.

 

It is argued that service design is a stakeholder-centred design discipline. The tools used in service design are to a large extent borrowed from other qualitative research traditions, but design-specific tools do exist. The information gathered with the tools for stakeholder engagement is then transformed into insights through analysis and synthesis. These insights are visualised to provide easily accessible representations of service situations.

 

The final section of the thesis identifies challenges ahead for service design practice, based on the findings of the thesis and based on existing theoretical frameworks for the discipline.

Abstract [sv]

Tjänstedesign är ett fält som fortfarande håller på att växa fram. Dess ursprung kan hittas i när praktiker och akademiker inom människo-centrerad design blev intresserade av tjänster som designmaterial. Tjänstedesign byggs upp baserat på kunskap från design- såväl som tjänsteforskning. Dock så innebär detta möte av traditioner att tjänstedesignspraktiken ställs inför  utmaningar som dess moderdiscipliner inte har ställts inför. Syftet med denna avhandling är att utforska hur involveringen av intressenter i designprocessen påverkas vid design av tjänster.

Fyra studier har genomförts för att studera hur användare, personal och andra intressenter involveras i tjänstedesignsprojekt. Två av studierna fokuserade på att bygga upp en holistisk bild av intressentinvolvering. Dessa båda studier genomfördes med intervjuer respektive deltagande observation som datainsamlingsmetod. De båda andra studierna fokuserade i mer detalj på specifika aspekter av intressentinvolveringen. Av dessa två studier så studerade en skillnader mellan hur designers och antropologer närmar sig etnografi och den andra vad som kommuniceras av de visualiseringar av tjänstemiljöer som är vanligt förekommande inom tjänstedesign.

Slutsatsen dras att tjänstedesign kan beskrivas som en intressent-centrerad designdisciplin. Verktygen som används inom tjänstedesign är till stor grad lånade från annan kvalitativ forskning, men även designspecifika verktyg förekommer. Den information som fås genom intressentinvolvering omvandlas till insikter genom analys och syntes. Dessa insikter visualiseras sedan i lättillgängliga representationer av tjänstetransaktioner.

Place, publisher, year, edition, pages
Linköping: Linköping University Electronic Press, 2013. , 185 p.
Series
Linköping Studies in Arts and Science, ISSN 0282-9800 ; 586
Keyword [en]
service design, design, service, design research
Keyword [sv]
tjänstedesign, design, tjänst, användarstudier
National Category
Human Computer Interaction
Identifiers
URN: urn:nbn:se:liu:diva-97320DOI: 10.3384/diss.diva-97320ISBN: 978-91-7519-554-4 (print)OAI: oai:DiVA.org:liu-97320DiVA: diva2:647878
Public defence
2013-10-25, Key1, Key-huset, Campus Valla, Linköpings universitet, Linköping, 13:00 (English)
Opponent
Supervisors
Available from: 2013-09-26 Created: 2013-09-09 Last updated: 2013-09-30Bibliographically approved

Open Access in DiVA

Stakeholder Engagement for Service Design: How service designers identify and communicate insights(3258 kB)4686 downloads
File information
File name FULLTEXT03.pdfFile size 3258 kBChecksum SHA-512
b09436de9b09bfb25db82a4fdfa70356611e3e89d2662ce3639a20f1eb0e506109cc14c94e533430ec2a1f76126d6b2c50586ef7755a9b0c2b9436ef778ed369
Type fulltextMimetype application/pdf
omslag(627 kB)69 downloads
File information
File name COVER01.pdfFile size 627 kBChecksum SHA-512
2bb7e41b308b77c7af52036ca74c27bd4a46c64ccbce0bbf728f334cbf918b594654fe28cbd8880c466c225d44108dae5dca341de93d84307ac207fce7cd21e9
Type coverMimetype application/pdf

Other links

Publisher's full text

Authority records BETA

Segelström, Fabian

Search in DiVA

By author/editor
Segelström, Fabian
By organisation
Human-Centered systemsFaculty of Arts and Sciences
Human Computer Interaction

Search outside of DiVA

GoogleGoogle Scholar
Total: 4708 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

doi
isbn
urn-nbn

Altmetric score

doi
isbn
urn-nbn
Total: 2872 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • oxford
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf