Eun Yu
ImaginationLancaster, Lancaster University, UK
Daniela Sangiorgi
ImaginationLancaster, Lancaster University, UK
Download article
Published in: ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014
Linköping Electronic Conference Proceedings 57:19, p. 194-204
Published: 2014-06-25
ISBN: 978-91-7519-280-2
ISSN: 1650-3686 (print), 1650-3740 (online)
This paper illustrates how; although Service Design has been described as evolving from a narrow description of a phase in New Service Development (NSD) to an approach to Service Innovation; the current Service Design research is still focused on the initial stages of NSD. Comparing existing Service Design research with foundational knowledge on NSD; the authors have proposed two complementary directions for future Service Design studies: 1) the expansion of ‘service design as a phase’ to investigate how Service Design processes and outcomes can be better linked with and integrated within the development and implementation stages of NSD; and 2) the application of ‘Service Design as an approach’ studying how current human-centred design methods could be extended and adapted for service system development and delivery; and how ‘designerly’ ways of innovating could inform the overall NSD process.
