5 March 2021
Thursday 11th March 2021 at 13:00–14:00
Our guest speaker, Dr Jakob Trischler will give a presentation on his ongoing research titled: ‘From designing services to service ecosystem design – Key developments and implications for service management’. He will briefly present the key developments in the service design field and invite the audience to discuss the implications and opportunities for service design research and practice.
Dr Trischler is a Research Fellow at the Service Research Center at Karlstad – the leading service research centre in Europe. His research focuses on studying service design and the consequences of user involvement in innovation processes. He is one of the emerging leaders of the field in Europe.
We look forward to seeing you at this interesting and interactive event!
Please contact us and we will send you instructions on how to join the online session.
Service design is a constantly evolving field which opens up new opportunities for service innovation in both the private and public sector. Originally service design concerned the 'design of services that deliver'.
Related service design tools, such as the service blueprint, focussed on the service delivery system where the service user interacts with the focal service provider. However and mostly inspired by the Service-dominant logic and Service logic, service design has shifted towards a 'design for service' approach.
This approach notes that a firm or agency cannot design and deliver a service offering alone, but can only support their customers or users to create value during use. Since value creation takes place within the user’s unique lifeworld, service design has introduced methods that help to more fully explore user needs and experiences.
While the 'design for service' perspective is still widely regarded as the current state of service design, it should be noted that recent studies have advocated a more systemic approach which:
- Recognises that users do not create value in isolation
- Considers the governing effects of institutions
These studies also help explain important aspects which often go beyond service design projects, such as barriers to change or drivers of transformation.