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Bringing complexity into service design research

Sangiorgi, Daniela (2014) Bringing complexity into service design research. In: Proceedings of RSD3, Third Symposium of Relating Systems Thinking to Design, 15-17 Oct 2014, Oslo, Norway.


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Increase in complexity in service innovation has motivated the introduction of meta-level frameworks in Service Research introducing descriptions of service systems or service eco-systems, calling for interdisciplinary efforts to work toward innovation. In parallel Service Design has been naturally evolving in terms of complexity of its intervention moving from designing individual service interactions and interfaces, to support organisational change, to imagine novel service models, configurations and platforms. This fundamental shift of focus has been accompanied by an increase of complexity in terms of level and kind of participation in the co-design and co-creation of the suggested solutions that decreases considerably the level of expected and desired control on the output, while it emphasises instead the importance of emergence, ownership and adoption. With this evolution in mind, in this presentation I would like to discuss the current need for system practices and thinking in service design, with a specific attention to why questioning the boundaries and nature of systems is becoming a fundamental design issue in itself.

Item Type: Conference/Workshop Item (Keynote)
Divisions: Faculty of Design
Date Deposited: 16 Oct 2017 17:44
Last Modified: 20 Dec 2021 18:16
URI: https://openresearch.ocadu.ca/id/eprint/2054

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