An investigation of the dynamic features of service design methods

2012 ◽  
Vol 4 (2) ◽  
pp. 353-381 ◽  
Author(s):  
Konstantinos Gkekas ◽  
Jeffrey Alcock ◽  
Ashutosh Tiwari
2021 ◽  
Vol 13 (6) ◽  
pp. 168781402110284
Author(s):  
Weiwei Wang ◽  
Ting Wei ◽  
Suihuai Yu ◽  
Jian Chen ◽  
Binhong Guo ◽  
...  

To solve the problem of the fuzzy and dynamics of requirement caused by users’ cognitive bias, a dynamic requirement and priority capture method based on user scenarios is proposed, aiming at effectively improving user experience. The method consists of the following steps: Firstly, users with similar characteristics are filtered to form a user cluster, then obtain the user’s product experience in different usage scenarios and acquire preliminary requirements by using service design methods. Secondly, the requirement path model tree will be designed and the requirement path matrix will be constructed through the evaluation of the user cluster. Then the pathfinder algorithm will be used to calculate the required correlation of user clusters and prioritize the requirements. Finally, the direction of the product design will be provided. Taking the design of the intelligent office chair as an example, the effectiveness of the method is verified by evaluating the satisfaction of user experience.


Author(s):  
Alex Ryan

As designers move upstream from traditional product and service design to engage with challenges characterised by complexity, uniqueness, value conflict, and ambiguity over objectives, they have increasingly integrated systems approaches into their practice. This synthesis of systems thinking with design thinking is forming a distinct new field of systemic design. This paper presents a framework for systemic design as a mindset, methodology, and set of methods that together enable teams to learn, innovate, and adapt to a complex and dynamic environment. We suggest that a systemic design mindset is inquiring, open, integrative, collaborative, and centred. We propose a systemic design methodology composed of six main activities: framing, formulating, generating, reflecting, inquiring, and facilitating. We view systemic design methods as a flexible and open-ended set of procedures for facilitating group collaboration that are both systemic and designerly.  


2012 ◽  
pp. 211-222
Author(s):  
Satu Miettinen

Service design is establishing itself as a method for developing services and service business. Service needs, new ideas and ways to utilise technology are encountered when the customer and the end user participate in the design process. This chapter focuses on service design methods and the process of how service design can help in innovating customer-orientated service concepts for e-tourism. Service design connects the areas of cultural, social and human interaction. Use of design methods acts as a link between the different views in the service design process. Service design is an emerging field where the terminology and methods are still developing. Mager (2009) has pointed out that the need for service design is evident, as economic development has changed dramatically during the last four decades from manufacturing to provision of information and services. Service design looks at service development from the designer’s point of view. Design thinking has the ability to create concepts, solutions and future service experiences for users.


Author(s):  
Yusuke Kurita ◽  
Takumi Ota ◽  
Koji Kimita ◽  
Yoshiki Shimomura

The provision of highly reliable services is essential for the maintenance of long-term relationships with customers. To establish highly reliable services, the potential for service failures and their causes must be identified and taken appropriate steps in the process of service design. Methods are proposed to support these activities. However, the quality of these analyses depends on designers’ abilities such as their experience. Therefore, it is difficult to enumerate potential service failure and their causes exhaustively in the phase of service design. In this paper, we propose a method for the extraction of service failure causes. The proposed method is verified through its application to a practical case.


Author(s):  
Naoshi Uchihira

Recently, manufacturing companies have been moving into product-based service businesses in addition to providing the products themselves. It is not easy for engineers in manufacturing companies to create new service businesses. In order to design product-based services more effectively and efficiently, systematic design methods suitable for the service businesses have been proposed, which provide design processes, checklists, and patterns. However, inexperienced designers still feel difficulties because they cannot understand the meaning of the checklists and patterns. In this chapter, the authors propose knowledge transfer in product-based service design, in which structured design cases are used to understand and utilize the checklists and patterns in the service design method called DFACE-SI.


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