Design for services

Cover......Page 1
Contents......Page 6
List of Figures......Page 8
Preface by Rachel Cooper......Page 12
Acknowledgments......Page 14
About the Authors......Page 16
Notes on Contributors......Page 18
Introduction by Ezio Manzini......Page 26
Section 1 Introduction to Design for Services......Page 32
1.1 A New Discipline......Page 34
Section 2 Design for Services: From Theory to Practice and Vice Versa......Page 60
2.1 Designing Interactions, Relations and Experiences......Page 62
Case Study 01 
Co-designing Services in the Public Sector......Page 67
Case Study 02 
Developing Collaborative Tools in International Projects: The PoliDaido Project......Page 78
Case Study 03 
Designing Empathic Conversations about Future User Experiences......Page 84
Case Study 04 
Driving Service Design by Directed Storytelling......Page 91
Case Study 05 
Exploring Mobile Needs and Behaviours in Emerging Markets......Page 98
2.2 Designing Interactions to Shape Systems and Organisations......Page 108
Case Study 06 
There is More to Service than Interactions......Page 114
Case Study 07 
How Service Design can Support Innovation in the Public Sector......Page 122
Case Study 08 
From Novelty to Routine: Services in Science and Technology-based Enterprises......Page 130
Case Study 09 
Enabling Excellence in Service with Expressive Service Blueprinting......Page 137
2.3 Exploring New Collaborative Service Models......Page 144
Case Study 10 
Service Design, New Media and Community Development......Page 150
Case Study 11 Designing the Next Generation of Public Services......Page 156
Case Study 12 
A Service Design Inquiry into Learning and Personalisation......Page 164
Case Study 13 
Mobile and Collaborative. Mobile Phones, Digital Services and Sociocultural Activation......Page 172
2.4 Imagining Future Directions for Service Systems......Page 180
Case Study 14 
Using Scenarios to Explore System Change: VEIL, Local Food Depot......Page 186
Case Study 15 
Designing a Collaborative Projection of the ‘Cité du Design’......Page 197
Case Study 16 
Enabling Sustainable Behaviours in Mobility through Service Design......Page 206
Case Study 17 
Supporting Social Innovation in Food Networks......Page 215
2.5 A Map of Design for Services......Page 226
2.6 What is Design for Services?......Page 228
2.7 What Job Profiles for a Service Designer?......Page 236
Section 3 Future Developments......Page 242
3.1 An Emerging Economy......Page 244
Appendix 1: An Open Conversation......Page 254
Appendix 2: Tools of Design for Services......Page 264
Index......Page 294