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SERVICE DESIGN IN ACTION: TRANSFORMATION, CONSIDERATION, AND SYSTEM THINKING

Published online by Cambridge University Press:  19 June 2023

Sheng-Hung Lee ,
Maria Yang ,
Olivier L. de Weck ,
Chaiwoo Lee ,
Joseph F. Coughlin ,
Eric Klopfer  and
John Ochsendorf
Sheng-Hung Lee*
Affiliation:
Massachusetts Institute of Technology Department of Mechanical Engineering; MIT AgeLab
Maria Yang
Affiliation:
Massachusetts Institute of Technology Department of Mechanical Engineering;
Olivier L. de Weck
Affiliation:
Massachusetts Institute of Technology Department of Aeronautics and Astronautics;
Chaiwoo Lee
Affiliation:
MIT AgeLab
Joseph F. Coughlin
Affiliation:
MIT AgeLab
Eric Klopfer
Affiliation:
Massachusetts Institute of Technology Comparative Media Studies/Writing;
John Ochsendorf
Affiliation:
Massachusetts Institute of Technology Department of Architecture; Massachusetts Institute of Technology Department of Civil and Environmental Engineering;
*
Lee, Sheng-Hung, Massachusetts Institute of Technology, United States of America, shdesign@mit.edu

Abstract

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Service design has been an emerging transdisciplinary field that includes product, system, and social science, since the term was first introduced to academic research in the early 1990s. With socioeconomical shifts and emerging technologies, people have faced more complex and systemic challenges, which enable researchers to consider how to reapply service design not only as problem-solving tools but also as ways for communication and alignment to adapt to the change. The study focuses on the paradigm shifts of service from its definitions to applications by interviewing nine design experts from academia and industry, and utilizing survey results to help us explore applying service design to solve complicated social-technological challenges. We present four takeaways: 1) a new understanding of service design, 2) the purpose of using service design tools, 3) the evaluation of service quality through time, and 4) the applications of service design in the public sector. We proposed a macro-trend model with service systems: product, service, and experience to conclude 1) constructing service systems in the macro-trend context and 2) gaining holistic views and building service implementation capability in the era of transformations.

Keywords

Service designProduct-Service Systems (PSS)Design processService systemSystem thinking
Type
Article
Information
Proceedings of the Design Society , Volume 3: ICED23 , July 2023 , pp. 3145 - 3154
Creative Commons
Creative Common License - CCCreative Common License - BYCreative Common License - NCCreative Common License - ND
This is an Open Access article, distributed under the terms of the Creative Commons Attribution-NonCommercial-NoDerivatives licence (http://creativecommons.org/licenses/by-nc-nd/4.0/), which permits non-commercial re-use, distribution, and reproduction in any medium, provided the original work is unaltered and is properly cited. The written permission of Cambridge University Press must be obtained for commercial re-use or in order to create a derivative work.
Copyright
The Author(s), 2023. Published by Cambridge University Press

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