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  • 1.
    Andersson, Torbjörn
    et al.
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Maskinkonstruktion. Linköpings universitet, Tekniska högskolan.
    Warell, Anders
    Division of Industrial Design, Dept of Design Sciences, Lund University,.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska högskolan.
    Ölvander, Johan
    Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Maskinkonstruktion. Linköpings universitet, Tekniska högskolan.
    Desirability in the development of In-Car Infotainment Systems2011Ingår i: Workshop: User Experience in Cars / [ed] David Wilfinger, 2011Konferensbidrag (Övrigt vetenskapligt)
    Abstract [en]

    This paper describes a workflow for designing experiences whileinteracting with an advanced driver assistant system. Future driver assistancesystems that utilize sensors and Car2X-communication in order to detect threatsin the car environment can help the driver to avoid collisions. To increase theacceptance of such a system, the interaction between the driver and the systemshould be able to generate positive experiences. To generate those experiences,a story-based design workflow was used. Concepts created with this workflowshould be able to address specific psychological needs of the driver. Theimplementation of this workflow revealed different schemes of positiveexperiences during driver interaction in critical situations.

  • 2.
    Artman, Henrik
    et al.
    CSC, KTH.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, MDI - Interaction and Service Design Research Group. Linköpings universitet, Tekniska högskolan.
    Lantz, Ann
    CSC, KTH.
    Lindquist, Sinna
    CSC, KTH.
    Swartling, Anna
    CSC, KTH.
    Dovhammar, Ulrika
    CSC, KTH.
    Acquisition of usable IT: Acquisition projects to reflect on2009Rapport (Övrigt vetenskapligt)
    Abstract [en]

    By examining how several organizations have gone through the process of procuring IT systems, we have seen that there is a great need for procurer organizations themselves to understand their role in systems development. What is their responsibility for the outcome of the acquisition process? What is their responsibility for the outcome of the system-in-use? Can they actually take responsibility for the usability of systems? This collection of papers is meant to be a starting point for procurer organizations to reflect on that responsibility, as well as on how they manage the acquisition process. The papers are informed by academic research and grounded in scientific studies, but they are also to be taken as practical efforts to describe the process. We hope they will nurture reflection, and encourage those who are taking a stand to make IT systems usable. Our assumption is that the sooner an organization comes to terms with how the future system will actually be used, the sooner it will be profitable or beneficial.

  • 3.
    Arvola, Mattias
    et al.
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Filosofiska fakulteten.
    Bardzell, Jeffrey
    Indiana University, USA.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska fakulteten.
    Löwgren, Jonas
    Linköpings universitet, Institutionen för teknik och naturvetenskap, Medie- och Informationsteknik. Linköpings universitet, Tekniska fakulteten.
    What we mean by interactive form2018Ingår i: interactions, ISSN 1072-5520, E-ISSN 1558-3449, Vol. 25, nr 4, s. 6-7Artikel i tidskrift (Övrig (populärvetenskap, debatt, mm))
    Abstract [en]

    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.

  • 4.
    Arvola, Mattias
    et al.
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska högskolan.
    Blomkvist, Johan
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska högskolan.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska högskolan.
    Pezone, Giovanni
    Linköpings universitet, Institutionen för datavetenskap. Linköpings universitet, Tekniska fakulteten.
    A Service Walkthrough in Astrid Lindgren's Footsteps2012Ingår i: Proceedings from ServDes.2012 Conference Proceedings Co-Creating Services, The 3rd Service Design and Service Innovation Conference, 8-10 February, Espoo, Finland, Linköping: Linköping University Electronic Press, 2012, s. 21-29Konferensbidrag (Refereegranskat)
    Abstract [en]

    How can service prototypes be created and evaluated? This paper describes how methods like bodystorming and experience prototyping can be used in combination with pluralistic walkthrough in an evaluation method we call ‘service walkthrough’. We put the method to test in the development of augmented tourism services at the author Astrid Lindgren's childhood home. After initial design work, a mock-up and roleplay of a treasure hunt in the garden of the childhood home was made. It was evaluated using the service walkthrough method. The most important lesson learned was that a service walkthrough can be used to evaluate service prototypes and that it reveals information about practical as well as experiential issues for users.

  • 5.
    Arvola, Mattias
    et al.
    Linköpings universitet, Institutionen för datavetenskap, MDALAB - Human Computer Interfaces. Linköpings universitet, Tekniska högskolan.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, MDALAB - Human Computer Interfaces. Linköpings universitet, Tekniska högskolan.
    IT-artefacts for socializing: Qualities-in-use and research framework2000Ingår i: The 23rd Information Systems Research Seminar in Scandinavia: Doing IT together / [ed] Svensson, L Snis, U Sørensen, C Fägerlind, H., Lindroth, T., Magnusson, M., Östlund, C., Trollhättan: Laboratorium for Interaction Technology, University of Trollhättan Uddevalla , 2000, s. 1293-1301Konferensbidrag (Refereegranskat)
    Abstract [en]

    The role of computer artefacts in everyday social activities, is an unexplored research area. In this study, eight academics and university students were interviewed after playing a quiz game on interactive television. The methodology was interpretative to its nature. Four qualities-in-use are identified as means for design of IT-artefacts for socializing: ease of use, enchantment, entertainment, and togetherness. The qualities are placed in context of related research. In addition, the links between the qualities, and between the qualities and the theoretical concepts from the related research are examined. It is concluded that the relations between several of the concepts remain unclear and that IT-artefacts for socializing is a venture of opportunity for future research.

  • 6.
    Arvola, Mattias
    et al.
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Filosofiska fakulteten.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska fakulteten.
    Service Design Ways to Value-In-Use2016Ingår i: Service design geographies: Proceedings of the ServDes2016 Conference / [ed] Nicola Morelli, Amalia de Götzen, Francesco Grani, Linköping: Linköping University Electronic Press, 2016, Vol. 125, s. 530-536Konferensbidrag (Refereegranskat)
    Abstract [en]

    What do we mean if we say that a service design work is an example of good design? This paper presents a provisional typology for the ways in which a service design proposal can contribute to value-in-use. The typology covers instrumentality, technical excellence, usefulness, social significance, mutual advantage, collective welfare, and aesthetic values. Moral implications related to norms, power structures and tensions between stakeholders are also considered. It is argued that the typology can facilitate service designers and researchers in framing and re-framing a design effort and conceptualise a value proposition. 

  • 7.
    Arvola, Mattias
    et al.
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Filosofiska fakulteten.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska fakulteten.
    User Experience Qualities and the Use-Quality Prism2015Ingår i: The fuzzy front end of experience design: Workshop proceedings / [ed] Eija Kaasinen, Hannu Karvonen, Yichen Lu, Jari Varsaluoma, Heli Väätäjä, Espoo: VTT , 2015Konferensbidrag (Refereegranskat)
    Abstract [en]

    Deciding the desirable user experience qualities, i.e. UX goals, for a future product or service is important but difficult. This case study explores how a set of qualities is articulated in the concept design process. The case is a project aimed at exploring the use of smartphones to augment the childhood home of Astrid Lindgren—the children’s book author—with stories about her life and authorship. The results showed that articulated UX qualities focused the design work. It was also observed that one set of desirable qualities does not fit all phases in a project, and design consequences propagate between aspects of UX quality. 

  • 8.
    Arvola, Mattias
    et al.
    Linköpings universitet, Tekniska högskolan. Linköpings universitet, Institutionen för datavetenskap, MDI - Interaction and Service Design Research Group.
    Holmlid, Stefan
    Linköpings universitet, Tekniska högskolan. Linköpings universitet, Institutionen för datavetenskap, MDI - Interaction and Service Design Research Group.
    Nygard, Stefan
    IDA MDI.
    Segelström, Fabian
    Linköpings universitet, Institutionen för datavetenskap, MDALAB - Human Computer Interfaces.
    Wentzel, Jonatan
    IDA MDI.
    Greta & Torsten: Två personas för äldre användare av hälsans nya verktyg2008Rapport (Övrigt vetenskapligt)
    Abstract [sv]

    Hälsans nya verktyg är en satsning på tillväxt i östgötaregionen, där planen är att successivt närma sig den växande världsmarknaden inom hälsa och vård. Fokuserade områden är sport och idrott, personlig hälsa, distribuerad vård och egenvård. Som ett led i tillväxtsatsningen identifieras intressanta marknads- och kundsegment, och för dessa segment gäller det att lära känna målgruppen som kommer att använda och beröras av olika tjänster och produkter. Ett sätt att åstadkomma detta är att ta fram personor och scenarios som kan användas som ett led i designarbetet.

  • 9.
    Arvola, Mattias
    et al.
    Linköpings universitet, Institutionen för datavetenskap, MDALAB - Human Computer Interfaces. Linköpings universitet, Tekniska högskolan.
    Lundberg, Jonas
    Linköpings universitet, Institutionen för teknik och naturvetenskap, Medie- och Informationsteknik. Linköpings universitet, Tekniska högskolan.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, MDALAB - Human Computer Interfaces. Linköpings universitet, Tekniska högskolan.
    Analysis of precedent designs: Competitive analysis meets genre analysis2010Ingår i: NordiCHI '10 Proceedings of the 6th Nordic Conference on Human-Computer Interaction: Extending Boundaries / [ed] Hvannberg, E. Þ., Lárusdóttir, M. K., Blandford, A., Gulliksen, J., New York, NY, USA: Association for Computing Machinery (ACM), 2010, s. 23-31Konferensbidrag (Refereegranskat)
    Abstract [en]

    Designers need to survey the competition and analyze precedent designs, but methods for that purpose have not been evaluated in earlier research. This paper makes a comparative evaluation between competitive analysis and genre analysis. A randomized between-group experiment was conducted where graphic design students were conducted one of the two analysis methods. There were 13 students in one group and 16 in the other. The results show that genre analysis produced more detailed descriptions of precedent designs, but its process was more difficult to understand. It is concluded that genre analysis can be integrated into competitive analysis, to make use of the strengths of both methods in the analysis of precedents.

  • 10.
    Blomkvist, Johan
    et al.
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska fakulteten.
    Clatworthy, Simon
    Linköpings universitet.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska fakulteten.
    Ways of seeing the design material of service2016Ingår i: Service Design Geographies. Proceedings of the ServDes.2016 Conference / [ed] Nicola Morelli, Amalia de Götzen, Francesco Grani, Linköping: Linköping University Electronic Press, 2016, Vol. 125, s. 1-13Konferensbidrag (Refereegranskat)
    Abstract [en]

    This paper makes a contribution to the current conceptualisation of service as a design material from three different perspectives. We use definitions of the term material, the connection with service logic and the techniques that service designers use to discuss ways to understand service from a design perspective. Service designers have tools for working with components, things, locations, actions, procedures, interactions and experiences at their disposal. Service designers work with a meta-material for the most part, which is a material representation of the services they are (re-)designing. Unlike fields where the material is worked into a finished form, the material of service design traverses between the concrete and the abstract throughout the design process.

  • 11.
    Blomkvist, Johan
    et al.
    Linköpings universitet, Institutionen för datavetenskap, MDI - Interaction and Service Design Research Group. Linköpings universitet, Tekniska högskolan.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, MDI - Interaction and Service Design Research Group. Linköpings universitet, Tekniska högskolan.
    Examplars in Service Design2009Ingår i: First Nordic Conference on Service Design, Linköping University Electronic Press , 2009Konferensbidrag (Refereegranskat)
    Abstract [en]

    Exemplars play an important role in applied service design but are largely overlooked in academic literature. So far; most design research in other fields has concerned how surface properties of exemplars are incorporated in the current design; but services are different from most other design disciplines in regard to material. To expand the understanding of how exemplars matter to service design; material from recordings and observations of design meetings have been analysed. We observed a pattern that exemplars; in this case; were introduced in communication in the format of micro-narratives that express emotional impact of service elements. This study shows that exemplars in the form of micro-narratives are retrieved in design discourse primarily from gathered data; common reference points; and personal experiences. They contribute to the collective understanding of the service concept and support the alignment of the service offering with customer expectations.

  • 12.
    Blomkvist, Johan
    et al.
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Filosofiska fakulteten.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska högskolan.
    Existing Prototyping Perspectives: Considerations for Service Design2011Ingår i: Proceedings of the Nordes’11: The 4th Nordic Design Research Conference, Making Design Matter, 29-31 May Helsinki, Finland, Helsinki, Finland: School of Art & Design, Aalto University , 2011, s. 31-40Konferensbidrag (Refereegranskat)
    Abstract [en]

    With new design disciplines that challenge the borders of design practice and inquiry comes new possibilities for prototyping techniques and approaches. The basis for such an evolution is a firm understanding of the existing knowledge generated in design and the challenges posed by new design disciplines, such as service design. This study identifies a framework of perspectives for prototyping to reveal what the existing toolbox of prototyping contains based on a literature overview. Going through published literature from the early 1980s and onward, the framework is constructed using the following perspectives; purpose, fidelity, audience, position in the process, technique, and representation. These perspectives make knowledge about prototyping explicit and summarise contemporary approaches. Based on current challenges and characteristic attributes of service design the framework is then reconstructed to better cater to design for services. The conclusions are that validity and author are two perspectives that complement the existing framework, and that prototyping so far does not support a holistic approach to prototyping services.

  • 13.
    Blomkvist, Johan
    et al.
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska högskolan.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska högskolan.
    Prototype Evaluation in Service Design: A Case Study at an Emergency Ward2011Ingår i: Proceedings of 20th IASDR 2011, International Association of Societies of Design Research (IASDR) , 2011Konferensbidrag (Övrigt vetenskapligt)
    Abstract [en]

    Prototypes based on user research are embodiments of hypotheses about how behaviour and experiences will change. The purpose of prototypes has been discussed in academic literature but in the case of service design, some of that knowledge needs to be re-examined. In Service design, one of the problems is that the impact of prototypes is complex and difficult to predict. A way to counter this dilemma is to put more focus on making the hypotheses explicit and testable. This paper presents a practical process for using designers’ hypotheses to generate survey tools for evaluating the impact of prototypes in service systems. This is also a way for designers to verbalize the purpose of service prototypes in a contextual and situated way. The tool was designed to be quick, easy, and light-weight, to suit the needs of design consultants, and it focused on measuring the experiences of a waiting room from the perspective of the visitors. The process has been applied to a project where the waiting room of an emergency ward was redesigned. The three-step process started with building up the hypothesis structure, where the designers’ assumptions and intentions were used to make a representation of the hypothesis. The next step was formulating questions, where questions that tested the hypothesis were formulated. The last step – making the questionnaire – included the selection of what information to gather and iterative testing of the questions. It was found that the designers did not have a well-defined hypothesis. The suggested process can help designers identify a contextual and situated purpose for prototypes.

  • 14.
    Blomkvist, Johan
    et al.
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska högskolan.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska högskolan.
    Service Designers on Including Stakeholders in Service Prototyping2011Ingår i: INCLUDE 11 Proceedings “The Role of Inclusive Design in Making Social Innovation Happen, 2011Konferensbidrag (Övrigt vetenskapligt)
    Abstract [en]

    Services are by nature co-created. They are produced and consumed simultaneously through interactions between customers and service providers. The professional design of services is also highly associated with co-creation, which is evident in the sparse service design literature. This paper reveals what designers say they do to involve different stakeholders in the process of prototyping services. The main data source is interviews with designers from design agencies that work exclusively or partially with service design. The paper focuses on the questions of "who is involved in creating prototypes", "who evaluates the prototype" and how "the clients [of the design agencies] are involved". A distinction is made between different types of involvement based on previous literature that characterise different roles and perspectives on inclusion in design. Results show that most of the agencies involve others besides the design team in the creation and evaluation of prototypes. The primary stakeholder in co-creation is the client. End customers are involved also but for the most part, both clients and customers have the role of subjects or informants rather than partners in the creation of prototypes. The evaluation of prototypes follows the same pattern, and a key aspect to some of the agencies is that the client is involved, as a domain expert. The question of who authors prototypes, and implications thereof, is raised and further discussed.

  • 15.
    Blomkvist, Johan
    et al.
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska fakulteten.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska fakulteten.
    Service Prototyping According to Service Design Practitioners2010Ingår i: Exchanging knowledge, Linköping: Linköping University Electronic Press, 2010, Vol. 2, s. 1-11Konferensbidrag (Refereegranskat)
    Abstract [en]

    Current trends in service design research include case studies and similar approaches that aspire to reveal what the practice of service design looks like. The understanding of how service design is performed can serve as a base for future research into more specific research endeavours. One area where knowledge is said to be lacking is service prototyping, part of which knowledge this paper attempts to contribute. The main data source for the paper is findings from in-depth interviews with six practicing service designers from some of the more well-known design agencies. The informants consider service prototyping to be a very important part of their work that allows them to learn and communicate about design ideas. The practitioners’ account of how they work with prototypes indicates that service prototyping has different meanings and that the practice of prototyping is very diverse. The interviews also uncover a number of areas that, according to the designers, might prove extra challenging for service prototyping to be successful. This research shows that there is much potential in the not yet fully formed practice of service prototyping.

  • 16.
    Blomkvist, Johan
    et al.
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska högskolan.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska högskolan.
    Sandberg, Fredrik
    Linnaeus University.
    Westerlund, Bo
    Konstfack.
    Workshop: exploring participatory prototyping of services2012Ingår i: PDC '12 Proceedings of the 12th Participatory Design Conference: Exploratory Papers, Workshop Descriptions, Industry Cases - Volume 2, 2012, s. 151-152Konferensbidrag (Övrigt vetenskapligt)
    Abstract [en]

    This full day workshop intends to explore approaches, methods and techniques that can be used in participatory prototyping of services. The participants will contribute with their experiences of different ways of working with participatory prototyping. During the workshop the participants will share, explore and give feedback on the method or case that they present. By engaging in other methods there will also be a learning activity. Another aim of the workshop is to initiate research and development of knowledge within the emerging field of participatory prototyping of services and product service systems. One particular interest regards the relation between details and "the whole". The emphasis of the workshop is to have creative learning experiences.

  • 17.
    Blomkvist, Johan
    et al.
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska högskolan.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska högskolan.
    Segelström, Fabian
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska högskolan.
    Prototyping a Service Design Curriculum: Integrating Current Research in Teaching2011Ingår i: Touchpoint, ISSN 1868-6052, Vol. 3, nr 1, s. 52-55Artikel, forskningsöversikt (Övrigt vetenskapligt)
  • 18.
    Blomkvist, Johan
    et al.
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska högskolan.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska högskolan.
    Segelström, Fabian
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska högskolan.
    Service Design Research: Which direction do we want it to take? (workshop)2010Konferensbidrag (Övrigt vetenskapligt)
  • 19.
    Blomkvist, Johan
    et al.
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska högskolan.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska högskolan.
    Segelström, Fabian
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska högskolan.
    Service Design Research: Yesterday, today and tomorrow2010Ingår i: This is Service Design Thinking: Basics - Tools - Cases / [ed] Stickdorn, M & Schneider, J, Amsterdam: BIS Publishers , 2010, 1, s. 308-315Kapitel i bok, del av antologi (Övrigt vetenskapligt)
    Abstract [en]

    How to design and market services to create outstanding customer experiences

    Service design thinking is the designing and marketing of services that improve the customer experience, and the interactions between the service providers and the customers. If you have two coffee shops right next to each other, and each sell the exact same coffee at the exact same price, service design is what makes you walk into one and not the other. Maybe one plays music and the other doesn't. Maybe one takes credit cards and the other is cash only. Maybe you like the layout of one over the other, or one has more comfortable seating. Maybe the staff at one is friendlier, or draws fun shapes on the top of their lattes. All of these nuances relate to service design.

    "This Is Service Design Thinking" combines the knowledge of twenty-three international authors and even more online contributors from the global service design community and is divided into three sections: Basics: outlines service design thinking along five basic principlesTools: describing a variety of tools and methods used in Service Design ThinkingCases: vivid examples for the introduced fundamentals with real-life case studies from 5 companies that did inspiring projects within the field of Service Design

    At the end, a one-page "Customer Journey Canvas" is included, which can be used to quickly sketch any service on a single sheet of paper--capturing different stakeholder concerns: e.g. customers, front-line staff and management.

  • 20.
    Blomkvist, Johan
    et al.
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska fakulteten.
    Overkamp, Tim
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska fakulteten.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska fakulteten.
    Research in the first four service design and innovation (ServDes) conferences2016Ingår i: Service design geographies: Proceedings of the ServDes.2016 Conference / [ed] Nicola Morelli, Amalia de Götzen, Francesco Grani, Linköping: Linköping University Electronic Press, 2016, s. 167-179Konferensbidrag (Refereegranskat)
    Abstract [en]

    In this paper we take a closer look at the papers published during the first four Service design and innovation (ServDes) conferences and sources that the authors of those papers have referenced. The analysis uses the academic search engine Scopus and the references found in the conferences’ Proceedings. In total 206 authors have contributed to the 105 research papers presented at ServDes, and 53% of all ServDes papers have been referenced at a later ServDes. ServDes authors are informed by research published mainly after 1999 (79,2%), primarily within the fields of Business, Computer Science and Engineering. We also look at what authors publish their research at ServDes and the percentage of self-referencing (27%) as well as within-conference referencing (2,4% of references) to examine the progression within the field through the research published at ServDes.

  • 21.
    Blomkvist, Johan
    et al.
    Linköpings universitet, Institutionen för datavetenskap.
    Rankin, Amy
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Filosofiska fakulteten.
    Anundi, Daniel
    Swedish Meteorological and Hydrological Institute.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska fakulteten.
    Barrier analysis as a design tool in complex safety critical systems2010Ingår i: Design and Complexity, Montreál, Canada, 2010, Vol. 7Konferensbidrag (Refereegranskat)
    Abstract [en]

    When constructing or improving large complex systems, design activities help establish the needs and goals of users, deepen the understanding of the system and facilitate ideation of new solutions. When service systems are large, dynamic and complex, the need for thorough design work is especially evident. However, design methods usually strive to describe and design best case scenarios and we argue they lack the perspective of safety needed when working in safety critical systems. In order to gain knowledge on how a perspective of risk and safety can benefit design in a safety critical domain, two different perspectives were adopted through the use of two different methods. The methods were service blueprinting and barrier analysis, adopted from service design and cognitive systems engineering respectively. The methods were implemented during the research phase of a service design project in a home healthcare system in Sweden. Service blueprinting is a method used by service designers to visualise services. Barrier analysis is aimed at identifying and categorizing artefacts and functions that prevent unwanted events from taking place, or that lessen the impact of their consequences. A comparative analysis of the two methods was performed, concluding that barrier analysis has the potential to benefit design work performed in complex and safety critical systems. The potential for barrier analysis to be more tightly integrated into current service design methods is discussed, but more research is needed in order to clarify this matter.

  • 22.
    Blomkvist, Johan
    et al.
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska högskolan.
    Segelström, Fabian
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska högskolan.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska högskolan.
    Investigating Prototyping Practices of Service Designers from a Service Logic Perspective2011Konferensbidrag (Övrigt vetenskapligt)
    Abstract [en]

    The view of the nature of services has changed with the introduction of the service dominant logic. An important part of the logic is that services create value-in-use for customers. Customer-focused disciplines such as many design disciplines have a history of working with prototyping to understand the value-in-use. The service design discipline has a similar approach to the development of services. Based on previous research a framework of perspectives on service prototyping is presented which can be used to understand the prototyping approach utilised by designers. Then, using four of the suggested foundational premises of the service dominant logic this paper examines some of the ways prototyping can support the understanding and development of value propositions. The analysis shows that prototypes and the development and testing of them with customers and users can be seen as a tool for making sure that the value propositions offered by the companies are right, as well as exploring the customer’s role as a co-creator of value. The prototyping framework can be used to practically manifest the service-dominant logic in the development of service prototypes.

  • 23.
    Blomkvist, Johan
    et al.
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Filosofiska fakulteten.
    Åberg, Johan
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska högskolan.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska högskolan.
    Formative Evaluation of IT-based Services: A Case Study of a Meal Planning Service2014Ingår i: Interacting with computers, ISSN 0953-5438, E-ISSN 1873-7951, Vol. 26, nr 6, s. 540-556Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    To evaluate and develop a service supported by an IT (information technology) system the intentionto use the future service should be in focus. The technology acceptance model (TAM) and the theoryof planned behaviour (TPB) can both provide knowledge about users’ intention to use a service,making them good models to base formative decisions on. Unlike TAM, TPB is concerned withspecific information related to the service context, and provide knowledge about what makes ITuseable.We used an adapted version of the TPB as the foundation for a formative service evaluationtechnique called F-SET.We applied the F-SET to a case where two subsequent versions of a serviceprototype were evaluated. The first prototype was a description of the service supported by Hi-Fidesign sketches showing what a web-based meal planning tool could look like. The second prototypeconsisted of both service processes and the web-based meal planning tool.To find relevant factors thatinfluence future use of such a service, a survey of 28 informants was conducted with the first prototype.The second prototype involved five families who used the service for two weeks.The feedback providedby the families, based on the factors identified in the pre-test, influenced the future direction of theservice development. Feedback from the informants was distributed between the service and the ITsystem, and the most common factors that influence the intention to use the service were time, price,usefulness and availability. Feedback included both positive and negative comments, as well as bugsand suggestions for improvements.We discuss potential improvements and what kind of informationto expect from the different constructs of the TPB.

  • 24.
    Blomkvist, Johan
    et al.
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska högskolan.
    Åberg, Johan
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska högskolan.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska högskolan.
    Service Walkthroughs to Support Service Development2012Ingår i: ServDes.2012 Conference Proceedings Co-Creating Services; The 3rd Service Design and Service Innovation Conference, Espoo, Finland, 2012, s. 43-52Konferensbidrag (Refereegranskat)
    Abstract [en]

    Service design is said to be a holistic design approach. This is evident in most service design literature and textbooks but still services are prototyped by focusing on separate parts rather than whole service journeys. In this paper we propose a technique called service walkthrough that can be used to represent whole services. We explore what information can be generated using the technique and how useful it is. We found that the technique helped identify the flow of information, problematic areas, and design opportunities. The prototype was generally well received by the participants. In addition to earning about information, the technique also revealed insights about time and interdependencies of the various parts of the service. Some remarks are also made about when the service walkthrough can be used in the service development process and considerations concerning the fidelity of service walkthroughs.

  • 25.
    Dimanche, Frédéric
    et al.
    SKEMA Business School.
    Keup, Mady
    SKEMA Business School.
    Prayag, Girish
    SKEMA Business School.
    Segelström, Fabian
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska högskolan.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska högskolan.
    What is service design2012Ingår i: Service Design and Tourism: Case studies of applied research projects on mobile ethnography for tourism destinations / [ed] Marc Stickdorn, Birgit Frischhut, Norderstedt: Books on Demand , 2012, s. 10-21Kapitel i bok, del av antologi (Övrigt vetenskapligt)
    Abstract [en]

    Tourism becomes more and more transparent through social media and tourism review websites. Nowadays, it’s the individual guest’s experience that makes or breaks the success of a tourism product. Thus, the focus in tourism shifts from mere marketing communications to meaningful experiences. Service design thinking can provide an in-depth and holistic understanding of customers required to co-create meaningful experiences with guests.The book provides an introduction into service design and tourism and presents seven case studies of European tourism destinations, which used the app myServiceFellow as a mobile ethnography research tool to gain genuine customer insights. The book reports lessons learned of these case studies, gives managerial implications and an outlook on future research fields for service design in tourism.

  • 26.
    Ekholm, David
    et al.
    Linköpings universitet, Institutionen för studier av samhällsutveckling och kultur, Centrum för kommunstrategiska studier – CKS. Linköpings universitet, Filosofiska fakulteten.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska fakulteten.
    Idrott för integration – så blir satsningen hållbar2018Ingår i: Svensk Idrottsforskning: Organ för Centrum för Idrottsforskning, ISSN 1103-4629, nr 25 oktoberArtikel i tidskrift (Övrig (populärvetenskap, debatt, mm))
    Abstract [sv]

    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.

  • 27.
    Esperance Rodrigues, Vanessa
    et al.
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska fakulteten.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska fakulteten.
    Discovering Service Variations through Service Prototyping2017Ingår i: Design journal, ISSN 1460-6925, E-ISSN 1756-3062, Vol. 20, s. S2247-S2257Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    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.

  • 28.
    Foglieni, Francesca
    et al.
    Politecnico di Milano, Italy.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska fakulteten.
    Determining Service Value: Exploring the Link Between Value Creation and Service Evaluation2017Ingår i: Service Science, ISSN 2164-3962, E-ISSN 2164-3970, Vol. 9, nr 1, s. 74-90Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    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.

  • 29.
    Hazel, White
    et al.
    University of Dundee, UK.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska högskolan.
    Wetter Edman, Katarina
    Center for Service Research, Karlstad.
    Pacenti, Elena
    Domus Academy, Milano, Itally.
    Mager, Birgit
    Köln International School of Design, Cologne, Germany.
    What Do Tomorrow’s Service Designers Need to Know?: What should a Masters Level Service Design Curriculum look like?2012Övrigt (Övrigt vetenskapligt)
  • 30.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap. Linköpings universitet, Tekniska högskolan.
    Adapting users: towards a theory of use quality2002Doktorsavhandling, monografi (Övrigt vetenskapligt)
    Abstract [en]

    The power of periods of learning and the knowledge of training professionals are underestimated and unexplored. The challenges posed in this dissertation to usability and hci deal with the transformation from usability to use quality, and learning as a means to promote use quality.

    The design of interactive artefacts today is mostly based on the assumption that the best design is achieved by formatively fitting properties of the artifact in an iterative process to specified users, with specified tasks in a specified context. As a contrast to that one current trend is to put a lot more emphasis on designing the actual use of the artefact. The assumption is that the best design is achieved through a design process where the artifact is given form in accordance to how it is put to use.

    We want to provide stakeholders of systems development with an increased sensitivity to what use quality is and how they might participate in focusing on use quality. Thus, we have asked ourselves what specific use qualities, and models thereof that we find and formulate when studying a set of systems in use at a bank, for the purpose of supporting learning environment designers.

    This thesis reports on the development of a theory of use quality based on theoretical investigations and empirical research of use qualities of interactive artifacts. Empirical studies were performed in close collaboration and intervention with learning environment developers in two development projects, focusing on use qualities and qualities of learning to use the artifact. The four studies comprised; 1] (learning to) use a word processor, 2] using experiences from that to formulate models of use quality as a design base for a learning environment for a teller system, 3] (learning to) use the teller system, and finally 4] assessment and modelling of the use of the teller system.

    The specific results are a set of models of use quality, encompassing a number of empirically derived use qualities. The most central of the latter are; surprise and confusion, the thin, but bendable, border between ready-to-hand and present-at-hand, an elasticity of breakdown; ante-use, that which precedes use; dynamicity and activity, the timebased qualities without which the interactive material can not be understood or designed. The general results are presented as a theory of use quality, represented through a set of models of use quality. These models are aimed at design for use, rather than focusing on, in a monocultural faschion, an artifact's properties, its usability, its presence or the user experience. 

  • 31.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, MDI - Interaction and Service Design Research Group. Linköpings universitet, Tekniska högskolan.
    An active procurer: Advancing cooperative design2009Ingår i: Acquisition of usable IT: Acquisition projects to reflect on, Stockholm: Royal Institute of Technology , 2009, 1, s. 3-20Kapitel i bok, del av antologi (Övrigt vetenskapligt)
    Abstract [en]

    If system design and development are to succeed, cooperation and participation from several different actors must be assured. Within a triad of roles consisting of user, developer and procurer, we focus on the role, influence and perspective of the procurer, especially considering use quality and usability. Through two case studies we discuss the complexity of relationships and boundaries between roles, the mediational aspects of the relationships, and the pivotal role an active procurer plays in providing an action space for user-centred design. We conclude that the competence of the procurer is an under-valued asset in setting the scene to develop systems that are highly usable.

  • 32.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, MDI - Interaction and Service Design Research Group. Linköpings universitet, Tekniska högskolan.
    Design och designledning på vägen mot väldesignade myndigheter2009Ingår i: Förvaltning och medborgarskap i förändring: Etablerad praxis och kritiska perspektiv, Lund: Studentlitteratur , 2009, 1, s. 310-Kapitel i bok, del av antologi (Refereegranskat)
    Abstract [sv]

    E-förvaltning, dvs. offentliga e-tjänster, e-administration och e-demokrati, har kommit att bli ett vanligt inslag i kommuners, landstings, myndigheters och medborgares vardag. Trots att det i dag finns stor erfarenhet av och praktisk kompetens inom e-förvaltning, erbjuds emellertid inte så ofta möjlighet till reflektion och erfarenhetsutbyte eller till att utveckla en teoretisk referensram kring den pågående förändringsprocessen.

    Förvaltning och medborgarskap i förändring bidrar till att upprätta en dialog mellan pågående forskning och etablerad praxis inom området e-förvaltning. Boken ger en översikt av aktuell forskning såväl som praktiska erfarenheter från en mängd sammanhang med exempel från kommuner, landsting och myndigheter.

    Utifrån olika infallsvinklar och med skilda metodologiska angreppssätt analyseras utrymmet för design och styrning samt medborgarnas handlingsutrymme. Bland annat diskuteras medborgarnas möjligheter att påverka det pågående förändringsarbetet och hur e-tjänster kan designas för att möta olika medborgarperspektiv. Författarna väcker också frågan om vilka konsekvenser den pågående omvandlingen av offentlig förvaltning kan komma att få. Varje kapitel avslutas med ytterligare frågor för diskussion och reflektion.

    Boken vänder sig till studenter inom ämnen som informatik, offentlig administration och företagsekonomi samt till yrkesverksamma med intresse för verksamhetsutveckling och IT-frågor i offentlig förvaltning.

  • 33.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska fakulteten.
    Design value precedes business value2010Ingår i: Exchanging knowledge / [ed] Stefan Holmlid, Janne-Valtteri Nisula, Simon Clatworthy, Linköping: Linköping University Electronic Press, 2010, s. 121-125Konferensbidrag (Refereegranskat)
    Abstract [en]

    In this small essay I will explore the notion of the design value of business. Interpreted as merely a play with words; such a statement may be regarded as a bearer of little value. But; taken as seriously as the more common question; what the business value of design is; it turns into a critical examination of basic conceptions of what design is for. It also paves the way for the critical claim that design value precedes business value.

  • 34.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska fakulteten.
    Designing for Resourcefulness in Service: Some Assumptions and Consequences2012Ingår i: Service Design with Theory: Discussions on Change, Value and Methods / [ed] Satu Miettinen, Anu Valtonen, Lapland University Press , 2012, s. 151-172Kapitel i bok, del av antologi (Refereegranskat)
    Abstract [en]

    Research on design for service has mainly concerned itself with understanding the design process. In this research paper focus will be shifted towards service performances, based on a suggested model that can work as an aid to distinguish between different stages in the service development life-cycle and in co-creation of value. In a service performance, participants will enter with resources, competence and attitudes.

    What if we view every person in the performance of a service as resourceful? What are the assumptions? How does it fit with figures of thought in service and design research? Which consequences does it bring? The analysis will be based on situated cognition and socio-cultural theories. In contrast to activity theory, theories that highlight emergent activities and participation will be used. It is shown that, design research on service research can find a good foundation in theoretical concepts such as activity theory, zone of proximal development and legitimate peripheral participation, to direct future development of the area.

  • 35.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, MDI - Interaction and Service Design Research Group. Linköpings universitet, Tekniska högskolan.
    From interaction to service2009Ingår i: Designing services with innovative methods, Helsinki: University of Art and Design , 2009, 1, s. 78-97Kapitel i bok, del av antologi (Övrigt vetenskapligt)
    Abstract [en]

    When service design got its boost in 2003-2005, as design firms plunged into what seemed to be unchartered area, the possibilities and provisions for the design discipline was under explored. In this chapter we will trace one of the strands of development that have supported service design since then, and also point towards areas where service design might benefit from building on earlier developments. Digital interaction designers were starting to graduate in the 90’s, from our and other universities. Since then quite a few students have gone into different business sectors and established for themselves specific roles. Meeting them and starting to talk to these professional designers about service design and what service design is, a typical comment was “sure, that’s basically what we’ve been doing all along”. Strange as their laid back reaction seemed, I tried to figure out what was behind this. The obvious was of course that they were designing online services, mobile services, etc. And even though these might be regarded as service channels, in some cases they were the only service channel. Another reason seemed to be that, because some of the basic qualities of the design object are so similar between services in general and digital interaction design, the design techniques and methods, and the focus on user centered design, give them a vantage point on the design object that allows them to think in terms of services. Yet another reason was that the Scandinavian design traditions, such as cooperative design, made it possible for them to work with inclusive processes with several stakeholders with varying objectives.

  • 36.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska fakulteten.
    Implications for strategic arena design: Integrating digital interaction design and service design2009Ingår i: Design Research Journal, ISSN 2000-639X, E-ISSN 2000-3080, Vol. 2, s. 34-39Artikel i tidskrift (Refereegranskat)
    Abstract [sv]

    I produkt- och tjänsteutveckling har det under lång tid utvecklats designledningssystem. I mjukvaruindustrin, där digital interaktionsdesign är en dominerande designdisciplinen, har ett fåtal studier gjorts om design management. Merparten av dessa är gjorda i organisationer som utvecklar IT. Här föreslår vi att ett designledningssystem för digital interaktionsdesign i en organisation som framförallt använder IT måste utgå från att design är en del av den operativa kärnan, och därmed en angelägenhet för den strategiska ledningen.

  • 37.
    Holmlid, Stefan
    Linköpings universitet, Tekniska högskolan. Linköpings universitet, Institutionen för datavetenskap, MDI - Interaction and Service Design Research Group.
    Interaction design and design management: Challenges for industrial interaction design in software and system development2006Ingår i: Design Research Society International Conference: Wonderground, Lisbon, 2006Konferensbidrag (Refereegranskat)
  • 38.
    Holmlid, Stefan
    Linköpings universitet, Tekniska högskolan. Linköpings universitet, Institutionen för datavetenskap, MDI - Interaction and Service Design Research Group.
    Interaction design and service design: Expanding a comparison of design disciplines.2007Ingår i: Nordic Design Research Conference, Stockholm: SVID , 2007Konferensbidrag (Refereegranskat)
    Abstract [en]

      

  • 39.
    Holmlid, Stefan
    Linköpings universitet, Tekniska högskolan. Linköpings universitet, Institutionen för datavetenskap, MDI - Interaction and Service Design Research Group.
    Introducing white space in service design: This space intentionally left blank2006Ingår i: Emergence,2006, 2006Konferensbidrag (Refereegranskat)
  • 40.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, MDI - Interaction and Service Design Research Group. Linköpings universitet, Tekniska högskolan.
    Managing interaction design and business innovation: Understanding interaction design as a key activity of the operating core2009Ingår i: International Journal of Art and Aesthetics in Management and Organizational Life, ISSN 1751-9853, Vol. 2, nr 3, s. 99-105Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Design management systems in traditional product and service industries have developed over an extended period of time. (Felber, 1984; Sebastian, 2005). Typically these assume a product development process where value is created in a linear manner and production is separates from design. For the software and system development industries, where digital interaction design is the predominant design discipline (Löwgren & Stolterman, 2005) few studies have been done on design management. Studies on design management issues for digital interaction design have, e.g., identified problems for interaction designers to find a stronghold in organizations (Carlshamre & Rantzer, 2000), or characteristics of the software development context that is distinct for management of interaction design (Holmlid, 2006). As their point of departure these studies have taken organizations that develop IT-systems.

    As a contrast, in this paper, we expand on the current literature by analyzing two studies of design management in an organization that uses software as part of their business process. We claim that for such organizations, design management of digital interaction design primarily is a concern for the operating core and the strategic apex, thus driving and directing the efforts made by support staff and technostructure.

  • 41.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska fakulteten.
    One approach to understand design's value under a service logic2014Ingår i: Design Management in an Era of Disruption, Boston, MA: Design Management Institute , 2014, s. 2633-2640Konferensbidrag (Refereegranskat)
    Abstract [en]

    The value of design has been an issue for several decades, where design promotion agencies and national statistics agencies have tried to find ways of measuring and evaluating the contribution of design. Many of these efforts collect their basic model from a traditional view of business value as being created in a value chain. However, when approaching value creation from a service logic perspective, these views are no longer feasible outsets to understand the value of design. In recent developments of business and market logics for service, there is no value before or beyond the value-in-use. In this paper, we develop an understanding of design’s value under a service logic.

    The foundation for this understanding is developed through revisiting the productivity paradox, through the three spheres of value creation, through resource integration and through an individual perspective on value.

    The conclusion is that design’s value is hinged on its contribution to enhancing intended value creation in the joint sphere, and indirect and inferred value created for continued independent value creation.

  • 42.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, MDI - Interaction and Service Design Research Group. Linköpings universitet, Tekniska högskolan.
    Participative, co-operative, emancipatory: From participatory design to service design2009Ingår i: First Nordic Conference on Service Design, Linköping University Electronic Press , 2009Konferensbidrag (Refereegranskat)
    Abstract [en]

    In the discourse of service design; terms such as platforms; transformation and co-creation have become part of what seems to be an emergent lingua franca. In the participatory design discourse; and the surrounding design traditions; related terms and ideas were developed. The development of the discourse of participatory design; during the last three decades of the 20th century; influence the way we understand the provisions for and possibilities of service design. The analysis is performed along three themes collected from the development of participatory design; and examples of how the legacy of participatory design has been appropriated are given. We conclude that the two disciplines share a basic structure consisting of involvement techniques; cooperative approaches; and emancipatory objectives. Moreover; some areas of future research for service design are identified.

  • 43.
    Holmlid, Stefan
    Linköpings universitet, Tekniska högskolan. Linköpings universitet, Institutionen för datavetenskap, MDI - Interaction and Service Design Research Group.
    ReRethinking design2007Ingår i: NextD journal, s. 33-33Artikel i tidskrift (Övrig (populärvetenskap, debatt, mm))
  • 44.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska fakulteten.
    Service design and product-service systems2010Ingår i: 2nd CIRP IPS2 conference / [ed] Tomohiko Sakao, Tobias Larsson, Mattias Lindahl, 2010, s. 195-202Konferensbidrag (Refereegranskat)
    Abstract [en]

    Product designers have been the main design competence to be employed in product oriented businesses. When it comes to the design of Product-Service Systems, employing product design competences would be a conservative approach. Design theorist Buchanan identifies design orders spanning from graphic, over product and interaction, to systemic design, explaining important differences in perspctives. Contemporary studies on design disciplines show that differences are significant, and it becomes important to know how to select and direct adequate design work. Methods and tools service designers use are typically serviceblueprints, customer journeys, prototypes etc, all focused on processes and value-in-use, where product desigerns focus on form and function. In this paper we show how service designers relate to industrial design in the context of PSS. We review the profile of service designer and compare design disciplines. We conclude that service designers are well suited to deal with PSS design, with their focus on value in use, together with product designers. We also highlight that busineess need to develop competent judgement and design management to get the appropriate design competence.

  • 45.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska högskolan.
    The first case experience of designing for service2012Ingår i: ServDes.2012, 2012Konferensbidrag (Övrigt vetenskapligt)
  • 46.
    Holmlid, Stefan
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska högskolan.
    There's more to services than interaction2011Ingår i: Design for Services / [ed] Anna Meroni, Daniela Sangiorgi, Gower Publishing Ltd., 2011, s. 89-96Kapitel i bok, del av antologi (Övrigt vetenskapligt)
    Abstract [en]

    In Design for Services, Anna Meroni and Daniela Sangiorgi articulate what Design is doing and can do for services, and how this connects to existing fields of knowledge and practice. Designers previously saw their task as the conceptualisation, development and production of tangible objects. In the twenty-first century, a designer rarely `designs something' but rather `designs for something': in the case of this publication, for change, better experiences and better services.

  • 47.
    Holmlid, Stefan
    et al.
    Linköpings universitet, Tekniska högskolan. Linköpings universitet, Institutionen för datavetenskap, MDI - Interaction and Service Design Research Group.
    Arvola, Mattias
    Linköpings universitet, Tekniska högskolan. Linköpings universitet, Institutionen för datavetenskap, MDI - Interaction and Service Design Research Group.
    Developing a thematic design curricula as a Bologna master2007Ingår i: Shaping the Future?: 9th International Conference on Engineering and Product Design Education / [ed] Bohemia, E., Hilton, K., McMahon, C., Clarke, A., Wiltshire: Institution of Engineering Designers & The Design Society , 2007, s. 63-68Konferensbidrag (Refereegranskat)
    Abstract [en]

    Design education is taking on new forms at many universities around the world, since many people see that a designer today works in many different contexts with many different materials. In Europe, the Bologna reform of higher education is therefore timely. It offers a possibility to reflect and restructure design curricula for the changing world of design. In this paper we outline the development of a Bologna style curriculum for a Master of Science (two years) with a Major in Design at Linköpings universitet in Sweden. The Master’s Programme in Design is multidisciplinary, and the guiding principle is that a designer of tomorrow will work less with specific materials and more within differing design contexts. A problem we faced with the studio classes was how to define progression. In order to structure the progression we identified a set of core competences for designers. These competences are used to define areas within which learning outcomes can be defined. The competence fields are; Vision & concept, Design methods, Tools & materials, User & actor perspective, Versatility, Design theory & research and Continuous competency development. Our conclusion is progression in studio classes can be structured in relation to these fields.

  • 48.
    Holmlid, Stefan
    et al.
    Linköpings universitet, Institutionen för datavetenskap, MDALAB - Human Computer Interfaces. Linköpings universitet, Tekniska högskolan.
    Arvola, Mattias
    Linköpings universitet, Institutionen för datavetenskap, MDALAB - Human Computer Interfaces. Linköpings universitet, Tekniska högskolan.
    Ampler, Fredrik
    Genres and design considerations of iTV cases2000Ingår i: The First Nordic Conference on Human-Computer Interaction: Design vs. design / [ed] Gulliksen, J., Lantz, A., Oestreicher, L., Severinson Eklundh, K., Stockholm: Stimdi , 2000, s. 23-25Konferensbidrag (Refereegranskat)
    Abstract [en]

    With the marriage between computers and television a combination of practices and theories from both human-computer interaction and mass communication is needed to consistently and efficiently produce and design interactive television, iTV. This paper relates use qualities to the mass communication concept of genres in the light of two iTV design cases.

  • 49.
    Holmlid, Stefan
    et al.
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska fakulteten.
    Björndal, Petra
    ABB Corporate Research; Kungliga tekniska högskolan, Stockholm, Sweden.
    Mapping What Actors Know When Integrating Resources: Towards a Service Information Canvas2016Ingår i: Service design geographies: Proceedings of the ServDes.2016 Conference / [ed] Nicola Morelli, Amalia de Götzen and Francesco Grani, Linköping: Linköping University Electronic Press, 2016, Vol. 125, s. 544-550Konferensbidrag (Refereegranskat)
    Abstract [en]

    Even though service is described as actors integrating resources to achieve values, research on perspectives on knowledge that these actors have when integrating resources has not been part of service design research. In this paper we experiment with a technique, based in a service scenario, to map what actors know as a consequence of the events in the service process. We suggest that the technique called Service Information Canvas is valuable in a service design toolbox, and give access to understanding of service processes that is not currently available through other design tools.

  • 50.
    Holmlid, Stefan
    et al.
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Tekniska fakulteten.
    Blomkvist, Johan
    Linköpings universitet, Institutionen för datavetenskap, Interaktiva och kognitiva system. Linköpings universitet, Filosofiska fakulteten.
    Service Archetypes; a Methodological Consideration2015Ingår i: ServDes 2014: Service Futures / [ed] Daniela Sangiorgi,David Hands, Emma Murphy, Linköping, Sweden: Linköping University Electronic Press, 2015, s. 418-422, artikel-id 043Konferensbidrag (Refereegranskat)
    Abstract [en]

    In practice based research, especially when working with non-research organisations, sometimes researchers face challenges related to the willingness of participants to openly share experiences outside the realms of the project. As a consequence there are methodological challenges with showing results, and working with knowledge verification. In this paper we suggest that some of these obstacles might be dealt with by using service archetypes.

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