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  • 1.
    Esperance Rodrigues, Vanessa
    et al.
    Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Science & Engineering.
    Holmlid, Stefan
    Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Science & Engineering.
    Discovering Service Variations through Service Prototyping2017In: Design journal, ISSN 1460-6925, E-ISSN 1756-3062, Vol. 20, p. S2247-S2257Article in journal (Refereed)
    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.

  • 2.
    Overkamp, Timothy
    et al.
    Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Science & Engineering.
    Blomkvist, Johan
    Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Science & Engineering.
    Rodrigues, Vanessa
    Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Science & Engineering.
    Arvola, Mattias
    Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Arts and Sciences.
    Holmlid, Stefan
    Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Science & Engineering.
    Resource integration as a perspective on value in interaction design2018Conference paper (Refereed)
    Abstract [en]

    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.

  • 3.
    Rodrigues, Vanessa
    et al.
    Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Science & Engineering.
    Blomkvist, Johan
    Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Science & Engineering.
    Holmlid, Stefan
    Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Science & Engineering.
    Perceived Action Potential: A strong concept in development2018In: ServDes2018. Service Design Proof of Concept, Proceedings of the ServDes.2018 Conference, 18-20 June, Milano, Italy / [ed] Anna Meroni, Ana María Ospina Medina and Beatrice Villari, Linköping: Linköping University Electronic Press, 2018, Vol. 150, p. 1162-1174Conference paper (Refereed)
    Abstract [en]

    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.

  • 4.
    Rodrigues, Vanessa
    et al.
    Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Science & Engineering.
    Holmlid, Stefan
    Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Science & Engineering.
    Conceptualising touchpoint containers to enhance multi-actor experience2017Conference paper (Refereed)
    Abstract [en]

    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.

  • 5.
    Rodrigues, Vanessa
    et al.
    Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Science & Engineering.
    Holmlid, Stefan
    Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Science & Engineering.
    Discovering Service Variations through Service Prototyping2017In: Design for Next: Proceedings of the 12th European Academy of Design Conference. Sapienza University of Rome, 12-14 April 2017supplement of The Design Journal / [ed] Loredana Di Lucchio, Lorenzo Imbesi, Paul Atkinson, Informa UK Limited, trading as Taylor & Francis Group , 2017, p. S2247-S2257Conference paper (Refereed)
    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.

  • 6.
    Rodrigues, Vanessa
    et al.
    Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Science & Engineering.
    Holmlid, Stefan
    Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Science & Engineering.
    Multi-service touchpoint experience: Variation at single-point of entry2016In: NordiCHI'16 9th Nordic Conference on Human-Computer Interaction, Workshop in conjunction with NordiCHI’16 conference, Gothenburg, Sweden, October 23-27, 2016, 2016, p. 1-5Conference paper (Other academic)
    Abstract [en]

    Many service organizations that run several parallel services in the same physical space often incorporate a reception on their premises. The same goes for a trend in public services, where one-stop shops are being designed, online as well as in office environments. The experience such a “portal” creates depends on how well this portal can adapt. In this instance, the reception as a portal can be seen as a touchpoint in the different services of which it is a part. In this paper we will develop an idea around such a single-point of entry for multi-service touchpoint experiences, based on the concepts of variation and adaptability. This paper introduces the concept of touchpoint containers and draws attention to the coordination across services and adaptability required by such portals.

  • 7.
    Rodrigues, Vanessa
    et al.
    Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Science & Engineering.
    Vink, Josina
    Fakulteten för humaniora och samhällsvetenskap, Karlstad University / Experio Lab, Sweden.
    Shaking Up the Status Quo in Healthcare: Designing amid conflicting enacted social structures2016In: Proceedings of Relating Systems Thinking and Design (RSD5) 2016 Symposium. Toronto, Canada, October 13-15, 2016 / [ed] Peter Jones, System Design , 2016, p. 1-10Conference paper (Refereed)
    Abstract [en]

    There is a growing interest in how design can be used to spark change within incumbent social systems. However, the challenges of cultivating this change from the inside and how they might be overcome through design efforts have not been sufficiently addressed in design literature. This paper uses structuration theory and enactment of structures to reflect on the tensions that actors embedded within social systems face when designing. Through a case study of a service design initiative in healthcare, the authors highlight the role of design in enacting new structures that conflict with the status quo within social systems. The authors also discuss the importance of shifting mindsets to encourage systemic change. The paper concludes by outlining opportunities for future research that can help to better equip actors to enact change in social systems through design. 

  • 8.
    Vink, Josina
    et al.
    Service Research Center, Karlstad University, Sweden.
    Wetter-Edman, Katerina
    Örebro University.
    Rodrigues, Vanessa
    Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Science & Engineering.
    Designing Good(s)? Exploring the Politics of Social Design Processes2017In: Conference Proceedings of the Design Management Academy / [ed] Erik Bohemia, Cees de Bont, Lisbeth Svengren Holm, United Kingdom, 2017, Vol. 3, p. 961-977Conference paper (Refereed)
    Abstract [en]

    As design shifts from designing objects to designing for social transformation, there is an increasing need to address political dimensions within the design process. This paper explores those dimensions by drawing insights from the field of Science and Technology Studies. In doing so, we bring forward issues of ontological politics within social design processes, including: the recognition of situated knowledges, the multiplicity of reality, and the performative nature of methods. The implications of these issues are investigated through the examination of two practice examples in which different methods were used to support reflection on politics in social design processes. This research highlights the need to be more critical of the “good” that social design processes are working towards and the methods used to support political awareness. It also opens-up a host of new questions about how to address political issues amid the complexity and multiplicity of reality.

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