Service Design Perspective Research Articles

A study on the promotional mix of pre-service in the view of service design

PurposeThe purpose of this paper is to explore current marketing communication mixes (MCMs) in two industries, electronics home appliance stores (face-to-face interaction) and remote care (interface-mediated interaction), to propose marketing strategies from the perspective of service design and determine the relationships between service interaction patterns and MCMs in the pre-service phase.Design/methodology/approachSix industry experts in marketing were interviewed through semi-structured interviews, the topic of which focused on the details of five MCMs and their correlations were analyzed using a customer journey maps. Finally, the MCMs were further explored to verify differences in attractiveness to customers, respectively.FindingsThe result showed that the most attractive activity for the electronics home appliance stores customer is the promotion. And the four face-to-face service interaction patterns and MCMs exhibited a low correlation. In addition, the customers of remote care service argued that the personnel selling was the most attractive MCMs to them. For customers who utilize smart devices to communicate with advertisement exhibited the highest correlation coefficient.Research limitations/implicationsThe limitation of this study is that the research only conducts interview research on two service industries.Practical implicationsThis study was expected to develop improved marketing communication strategies to remedy the sales predicament induced by virtual channels and to increase people’s acceptance of remote care service.Originality/valueThe value of this paper is to analyze the correlation and difference of MCMs and service interaction patterns between electronics home appliance stores and remote care, and propose a structural model of MCMs for two different industries.

Design para serviços e a estética sonora no servicescape: influência na experiência estética dos usuários

A presente pesquisa investiga a influência da estética sonora no ambiente de serviço, segundo a ótica do Design para Serviços. A investigação foi norteada pelo seguinte questionamento: como a estética sonora influência na experiência estética dos usuários em um determinado ambiente de serviço? O objetivo principal foi o de demonstrar como a estética sonora influencia na experiência estética dos usuários em um determinado ambiente de serviço. Para atingir os propósitos da pesquisa, foi realizada uma revisão bibliográfica que utilizou duas técnicas: sistemática e narrativa e foi empreendida uma survey com a utilização da ferramenta RPE-Audição. A pesquisa foi realizada em um shopping center presente na cidade de Curitiba, mais exatamente, o Shopping Curitiba. O público-alvo foram os usuários que circulavam pelo ambiente de serviço do referido shopping. A seleção dos participantes se deu por conveniência e somente aqueles com idade superior a 14 participaram. Os resultados obtidos mostraram que a paisagem sonora de um ambiente de serviço influencia na criação e na manutenção de estados de humor, sejam eles positivos ou negativos. Como sugestão para trabalhos futuros, recomenda-se a realização de pesquisas que envolvam outros ambientes de serviço hedônicos para que se possa aprofundar o conhecimento acerca da influência da paisagem sonora na experiência estética dos usuários do serviço.

An Evaluation of the Parenting Support Practices in Fukuoka City from a Service Design Perspective

An Evaluation of the Parenting Support Practices in Fukuoka City from a Service Design Perspective

서비스 디자인 관점의 나들가게 활성화 방안 연구 - 에스노그라피 심층면담 사례를 중심으로 -

서비스 디자인 관점의 나들가게 활성화 방안 연구 - 에스노그라피 심층면담 사례를 중심으로 -

중국 공유자전거산업의특징에관한연구 - 서비스디자인관점에서-

중국 공유자전거산업의특징에관한연구 - 서비스디자인관점에서-

A Classification of Type of Car Sharing Service in Service Design Perspective

A Classification of Type of Car Sharing Service in Service Design Perspective

Bringing Service Design to manufacturing companies: Integrating PSS and Service Design approaches

Manufacturing companies increasingly try to innovate in their offers to consumers by creating more complete solutions that combine product and service components. However, shifting from a product-centric perspective to a solution-oriented perspective is challenging. The present study adopted a design research methodology and built on Service-Dominant logic, integrating the human-oriented perspective of Service Design with an organizational network-oriented perspective of Product–Service System. It creates a new Integrative PSS approach, evolves design models, and provides an application in a manufacturing industry. This paper details how the application supports the design of product–service system solutions from the exploration to the implementation stages, highlighting the physical evidence of service, and contributes to advance design research at the intersection of PSS and Service Design.

Redesigning the Concept of Money: A Service Design Perspective on Complementary Currency Systems

Abstract The current failures in income distribution among communities, social entrepreneurs and start-up founders result from deficit of money for accessing goods and services. However, it is increasingly recognized that money has the potential to be redesigned in order to serve a different purpose and to adapt to the emerging paradigm of the collaborative economy. Within this context, this article presents a study aimed to explore complementary currency systems as resilient strategies. This is done by adopting a service design perspective to analyse case studies from developing and developed economies. Both contexts are investigated in order to identify whether the case studies are founded by individuals, communities or governments. Furthermore, organizational models, as well as the main motivations and conditions for the emergence of these alternative economic models, are examined. Moreover, the key drivers for creating complementary currency systems are highlighted. For instance, in the developing world, those systems stem from the need for establishing financial inclusion and building stronger trust and community ties. Instead, in developed economies, they rise in order to use existing local resources, foster individual empowerment, enhance collaboration with a community, as well as achieve economic benefit. Complementary currency systems are here proposed as a tool for linking unmet needs with unused resources. They also enable informal financial institutions contributing to behavioural change through meritocracy. Once those systems are designed as small-scale initiatives, prototyped and implemented in different communities, they have the potential to become effective strategies for subversion and intervention. The case studies show that equal participation and local empowerment can lead to proactive democratic models increasing economic stability. In conclusion, this article argues that service design, through systems of permanent or temporary access to credit, not only responds to contemporary socio-economic conditions, but also contributes to shape new ways of practicing democratized economics.

User Experience in Service Design: A Case Study from Algeria

The design of crisis management services is crucial for emerging countries such as Algeria. It must take into account the experiences of diverse stakeholders. The authors investigate user experience (UX) practices from a service design perspective and describe a case study from Algeria exploring UX-driven service design for crisis management.

Investigating the Development of the “Mobile Museum” from the Perspective of Service

During economic development, modern museums face competition from various leisure activities and entertainment sites, and to achieve sustainable development, museums should reflect on providing high-quality service to satisfy visitors’ expectations. Based on service design-related theories, this research team conducted a case study to explore the planning, implementation, and meaning of Mobile Museums. It investigated design development from the perspective of public service design and summarized the policy, design, and service satisfaction results for Mobile Museums. Finally, the similarities in service processes are discussed between Mobile Museums and the general service industry. According to this study, attracting more visitors is the biggest issue facing museums today, as are the ways in which museums must actively provide service and become recognized to compete with others. This study identifies the onstage and backstage support of museums as well as their cultural features and non-profit services.

방재서비스디자인 프레임워크 연구

최근 세계 곳곳에서 사회 이면에 도사린 위험요소가 재해로 연결되면서 수많은 재산/인명 피해를 끼치는데 그치지 않고 심각한 사회문제로 대두 되고 있다. 특히 우리나라는 비약적인 경제발전의 결과로 도시화가 빠르게 이루어지고, 경제의 규모도 커지면서, 여러 인적/사회적 재난을 반복적으로 경험하는 악순환에 빠져있다. 이런 심각성 때문에 오랜 시간동안 재난을 관리하기 위한 다양한 분야의 연구가 지속되었으며 학문의 영역 또한 빠르게 복합화 되면서 확장 되고 있다. 본 연구는 재난과 방재측면에서 그간의 연구방향 이었던 방재학적, 방재공학적, 사회학적 관점에서 벗어나 서비스디자인 관점으로 접근함으로서 대안적 연구를 시도 하였다. 그 과정에서 재난과, 서비스디자인에 대한 개괄을 알아보고 방재 프로젝트에 적용함으로서 효과적이고 실질적인 방재서비스디자인을 정의하고 논의 하고자 하였다. 이는 구체적인 사례를 통해 연구 방법론을 적용 검증함으로서 교과서적인 논의에서 벗어나 실 적용측면에서의 논의를 진행 하고자 하는 목적으로 진행되었다. 연구 결과로 도출된 방재서비스 디자인 프로세스와 플랫폼을 통해 방재서비스디자인을 정의 하고 이해할 수 있을 것으로 기대된다. 또한 방재서비스디자인을 통해 재난의 전후 전 단계에서 재난과 관련된 유/무형의 여러 요소를 디자인적으로 가시화시킬 수 있게 되는 기초자료가 될 수 있을 것으로 기대 된다. Many hidden aspects of society around the world that has been lurking as risk factors have been ultimately connected to disasters. Such connection did not just stop with massive damages to properties and loss of lives but became a serious social issue. Especially in the case for Korea, because the country has gone through abrupt economic growth which has resulted in rapid urbanization and expansion of economic scale, Korea has been caught in a vicious cycle of experiencing human and social calamities repeatedly. Due to the seriousness of such problem, there's been continued research in various fields for managing disasters, and the domain of knowledge has been expanding with complexity. The following study went beyond the perspectives of disaster prevention study, disaster prevention engineering and social sciences suggested from previous research directions in disaster and disaster prevention, and attempted an alternative research method by approaching from a service design perspective. During the process, the paper looked over the summary on disaster and service design. By applying it on disaster prevention projects, the research sets forth and discusses effective and practical disaster prevention service design. Through specific case studies, the research methodology applied was verified, and the purpose of the study was carried out in the perspective of real world applications different from textbook type discussions. It is expected that through the disaster prevention service design process and platform that were discovered during the research result, defining and understanding disaster prevention service design will be made apparent. Additionally, the research is expected to be used as a basic building block for building a visualized plan for tangible and intangible factors related to disasters before the disaster process through such proposed disaster prevention service design.

Mapping the Pig Tale Journey: A multidisciplinary design framework for cultural mapping in an old abattoir

In this paper, we set out to develop new ways to identify and document local cultural elements in sites that are undergoing transformation. By drawing on the insights of cultural studies, screenwriting, scenography and service design, we build a multidisciplinary design framework for mapping culture that pays attention to the ways in which intangible cultural resources of a place could be brought into interaction with its users. As our empirical case, we focus on the Abattoir, a set of derelict but attractive slaughterhouse buildings that are in the process of being converted into commercial and civic premises. All in all, the paper suggests that this kind of multidisciplinary design framework can be used to improve the audience reception and engagement of cultural mapping activities. From the perspective of service design, it is possible to analyse how the audience experiences the results of mapping, and whether this experience could be improved. Screenwriting and scenography, for their part, can be used to express the mapping results in an impressive narrative and site-specific form, supported by affective, visual and spatial elements.

A Tool for Audience Design: A Service Design Perspective on Media Consumption

A Tool for Audience Design: A Service Design Perspective on Media Consumption

Live Piloting and Prototyping

This paper presents current trends in service design research concerning large scale projects aimed at generating changes at a local scale. The strategy adopted to achieve this, is to co-design solutions including future users in the development process, prototyping and testing system of products and services before their actual implementation. On the basis of experience achieved in the European Project Life 2.0, this paper discusses which methods and competencies are applied in the development of these projects, eliciting the lessons learnt especially from the piloting phase in which the participatory design (PD) approach plays a major role. In the first part, the topic is introduced jointly with the theoretical background where the user center design and participatory design methods are presented; then the Life 2.0 project development is described; finally the experience is discussed from a service design perspective, eliciting guidelines for piloting and prototyping services in a real context of use. The paper concludes reflecting on the designers’ role and competencies needed in this process.

HWN* Mobility Management Considering QoS, Optimisation and Cross Layer Issues

In this paper, we address mobility management for 4th generation heterogeneous networks from a quality of service (QoS), optimisation and cross layer design perspective. Users are classified as high profile, normal profile and low profile according to their differentiated service requirements. Congestion avoidance control and adaptive handover mechanisms are implemented for efficient cooperation within the mobile heterogeneous network environment consisting of a TDMA network, ad hoc network and relay nodes. A previous proposed routing algorithm is also revised to include mobility management.

A comprehensive clinical database for mental health care in England.

Monitoring and researching clinical care calls for comprehensive clinical databases. In mental health care these need to cover all aspects of the care of each patient and to accommodate the complexity of care which may last from weeks to years. This paper describes the pilot work for a mental health clinical database intended to be implemented throughout the English National Health Service. In collaboration with three pilot sites, a set of data extracts was defined which could reasonably easily be produced, mostly using existing statistical data collection systems. Software was designed to integrate these extracts into patient-based records describing overall spells of mental health care. These data were extracted from their systems for a 6-month pilot period. Two of the three sites produced data sets, which appeared to give a reasonably complete account of the work undertaken in the pilot period. Known differences in service design and clinical perspective between the two sites were clearly reflected. The approach to extracting and collating the data is workable within existing resources and produces illuminating data for clinical audit, management and planning. Completeness and accuracy of data is likely to be a continuing problem, as for any routine data capture exercise. However, the process of integrating data from several channels assists this, as inconsistencies become apparent and can be tackled. The approach is now being implemented throughout England.