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A Theoretical Framework for Studying Service Design Practices

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A Theoretical Framework for Studying Service Design Practices: First steps to a mature field 




Drawing on literature from three main perspectives on service, design and
innovation - Perspectives on Service Innovation (Service Innovation and New
Service Development studies), Perspectives on Service (Service Science and
Service Research frameworks on services), and Perspectives on Design
(Design Anthropology) - this paper presents a theoretical framework, to
systematically study, position and interpret Service Design practices and
outcomes. The research is the first-phase of an on-going 6-months Art and
Humanities Research Council (AHRC) funded scoping study into the
contribution of Design for Service Innovation and Development. The creation
of the theoretical framework, drawn from a literature review is a first step to
a Service Design priori knowledge, to conduct and produce six case studies
from the public, commercial and digital sectors. This paper will present the
initial formulation of the theoretical framework as part of the case study
methodology to guide the on-going data collection and analysis of the six
Service Design projects; leading to and supporting the survey study of Service
Design innovation practices from a wider sample of design studios and
designers working in the UK and internationally.


PUBLISHED: Proceedings from the The 19th DMI: Academic Design Management Conference, 2014


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