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Systems thinking for service design: A natural partnership

Darzentas, John and Darzentas, Jenny (2014) Systems thinking for service design: A natural partnership. In: Proceedings of RSD3, Third Symposium of Relating Systems Thinking to Design, 15-17 Oct 2014, Oslo, Norway.


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In this paper it is claimed that the design praxis in human centric problems is primarily influenced and
directed by the degree of complexity of the design problem. It is becoming apparent that complexity
should not be avoided but instead it should be utilized as much as possible. The consequence will be
that as the complexity increases the designers should move from the expected Product Design
oriented approach to Service Design in order to retain and utilize as much of the problem space as
possible, which means that a holistic approach should be adopted. A natural way to achieve this is to
tackle it with the use of Systems Thinking.
Two exemplars are used to demonstrate that when Complexity increases, designers are led to
applying systemic thinking to the problem and the tenets of systemic thinking may lead the designers
into designing services, in spite of them having been contracted to provide products. Also as
complexity increases and the whole design space is considered, co-design becomes synonymous to
Therefore, as complexity increases, the problem is re-defined and there is movement from product,
through to service, with perhaps sometimes the product becoming a by-product of the service design

Item Type: Conference/Workshop Item (Paper)
Divisions: Faculty of Design
Date Deposited: 13 Nov 2017 18:16
Last Modified: 20 Dec 2021 18:18
URI: https://openresearch.ocadu.ca/id/eprint/2080

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