1 Ways of Seeing the Design Material of Service
Johan Blomkvist, Simon Clatworthy and Stefan Holmlid
2 A View from the Other Side: UK Policymaker Perspectives on an Emergent Design Culture
Jocelyn Bailey
3 Chaos Generation Managed Through Design Thinking: a Task Model for the Design Professional
Christina Knudsen and Emilie Møllenbach
4 Delightful or Efficient? How Service Recovery Affects Customer Experience
Asbjørn Følstad and Knut Kvale
5 Design-Driven Service Innovation: A Method to Change the Meaning of a Service
Masanao Takeyama, Kahoru Tsukui, Hiroshi Yamaguchi and Kanako Matsuo
6 The Visibility of Ethics for Open Innovation Platforms
Dimitra Chasanidou and Amela Karahasanovic
7 Service Implementation: a Framework to Assess Readiness of Manufacturing SMEs
Giulia Teso and Andrew Walters
8 Service Design for Effective Servitization and New Service Implementation
Giulia Calabretta, Christine De Lille and Caroline Beck
9 Moving Towards Service Dominant Logic in Manufacturing Sector: Development of a Tool for Inquiry
Daniela Sangiorgi, Jung-Joo Lee, Deniz Sayar, Don Allen and Nick Frank
10 Revisiting PSS and Service Design in the Light of SD-Logic
Nina Costa, Lia Patrício and Nicola Morelli
11 Service Dominant Logic. Changing Perspective, Revising the Toolbox
Nicola Morelli and Amalia de Götzen
12 Preparing the organisation for Change by Using Service Concepts
Annita Fjuk, Birgitte Yttri and Knut Kvale
13 Low Threshold Service Design: Desktop Walkthrough
Johan Blomkvist, Annita Fjuk and Vasilisa Sayapina
14 Research in the First Four Service Design and Innovation (ServDes) Conferences
Johan Blomkvist, Tim Overkamp and Stefan Holmlid
15 Disrupting Service Design
Mark Green, Paul Rodgers and Andy Tennant
16 Service Design Tools to Explore Financial Services for Poor Microbusiness Owners
Heloisa Candello, Claudio Pinhanez, David Millen and Silvia Bianchi
17 Views on Implementation and How they Could Be Used in Service Design
Tim Overkamp and Stefan Holmlid
18 Supporting Redesign of C2C Services Through Customer Journey Mapping
Ida Maria Haugstveit, Ragnhild Halvorsrud and Amela Karahasanovic
19 Service Design Challenge: Transitioning from Concept to Implementation
Eunji Lee
20 Efficiently Inefficient: Service Design Games As Innovation Tools
Otso Hannula and J. Tuomas Harviainen
21 Co-Creating Value: Customer Engagement Through Virtual and Physical Channels
Yi-Fang Yang, Shu-Shiuan Ho and Tung-Jung Sung
22 Models of Co-Creation
Jotte De Koning, Marcel Crul and Renee Wever
23 How Participation Is Practiced? – Extension of Participatory Design Model
Mika Yasuoka-Jensen and Takahito Kamihira
24 Design for Liveability: Connecting Local Stakeholders As Co-Creative Partnerships
Jorik Hepworth, Ingrid Mulder and Maaike Kleinsmann
25 A Value Based Approach to Co-Designing Symbiotic Product-Service System
Yoonyee Pahk, James Self and Joonsang Baek
26 Knowledge Brokers in Service Design: Lessons from organizational Studies
Sumit Pandey and Swati Srivastava
27 Facilitating Service Interactions with Design Games
Zagros Hatami and Tuuli Mattelmäki
28 The Role of Design As a Critical Friend to the Voluntary Community Sector
Laura Warwick and Robert Young
29 Thematic Research in the Frame Creation Process
Jos van Leeuwen, Dick Rijken, Iefke Bloothoofd, Eefje Cobussen, Bram Reurings and Rob Ruts
30 Service Design for Social Innovation: the Promotion of Active Aging in Rio De Janeiro
Carla Cipolla, Maíra Prestes Joly, Beatriz Watanabe, Fernanda Zanela and Márcia Tavares
31 Mapping Care: a Case Study of Dementia Service Provision in the North East of England
Daniel Carey, Paul Rodgers, Andy Tennant and Katie Dodd
32 Understanding the Influence of the Co-Design Process on Well-Being
Josina Vink, Katarina Wetter-Edman, Bård Tronvoll and Bo Edvardsson
33 A Service Development Process Framework for Services Including People with Disabilities
Fábio Evangelista Santana, Luiz Lopes Lemos Júnior, Ivo Rodrigues Montanha Junior, Marcelo Gitirana Gomes Ferreira and Fernando Antônio Forcellini
34 Democracy and Design in Swedish Personal Assistance
John Magnus Roos
35 People Centred Healthcare Service Delivery - by People for People
Sanya Khanna and Shaon Sengupta
36 Service Design in Public Sector: Boosting organisational Change Through Design
Francesca Rizzo, Alessandro Deserti and Onur Cobanli
37 Data-Need Fit – Towards Data-Driven Business Model Innovation
Katrin Mathis and Felix Köbler
38 Towards Diffuse Forms of Public Governance: Service Design, Open Data and Disruption in the Private Rented Market
Helena Polati Trippe, Lais de Almeida and Iban Benzal Munoz
39 Empowering Stakeholders – Simulation Games As a Participatory Method
Jan Eckert
40 Overlapping Research and Design Phases Through Participatory Startegies
Amalia de Götzen, Nicola Morelli, Esben Groendal, Maria Crucera Vasco, Lara Clare Casciola and Andreas Mark Jonsson
41 Negotiating Matters - Supporting Agonistic Pluralism in Community Planning
Maja Frögård
42 Learning Together by Doing Together – Building Local Government Design Capacity Through Collaboration with Design Education
Adam Thorpe, Alison Prendiville and Kathryn Oliver
43 Service Ecology: Design Issues for Hospital Infection Prevention and Control Training
Alastair Macdonald, Colin Macduff, David Loudon and Susan Wan
44 Design Fiction As a Service Design Approach
Gert Pasman
45 Experience and Expertise: Key Issues for Developing Innovation Capabilities Through Service Design
Katarina Wetter Edman and Lisa Malmberg
46 A Representation Framework of Product-Service Systems for Classification and Design
Yong Se Kim
47 Service Design Ways to Value-In-Use
Mattias Arvola and Stefan Holmlid
48 Towards Sustainable Impact After University-Government Design Projects: Case of Worker Services in Singapore
Yvonne Yeo, Jiaying Chew and Jung-Joo Lee
49 Mapping What Actors Know When Integrating Resources: Towards a Service Information Canvas
Stefan Holmlid and Petra Björndal
50 Blended Spaces, Cross-Channel Ecosystems, and the Myth That Is Service
Bertil Lindenfalk and Andrea Resmini
51 Exploring the Pupil-Student Transition Through Customer Journeys
Anya Ernest and Katarina Wetter-Edman
52 Service Pathway: a Case Study of Business Model Design in Healthcare
Robin Oosterholt and Lianne Simonse
53 Designing the Future, Engineering Reality: Prototyping in the Emergency Department
Antonio Starnino, Clio Dosi and Matteo Vignoli
54 Embedding Design in a Mental Health Network
Paola Pierri, Laura Warwick and Jake Garber
55 Current States: Mapping Relational Geographies in Service Design
Sasha Abram, Bianca Mediati and Sabina Popin
