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Service design as an approach to new service development: reflections and futures studies

Research output: Contribution to conference - Without ISBN/ISSN Conference paper

Published
  • Eun Yu
  • Daniela Sangiorgi
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Publication date25/06/2014
Number of pages11
Pages194-204
<mark>Original language</mark>English
EventServDes.2014. Fourth Service Design and Innovation Conference "Service Futures" - Lancaster University, Lancaster, United Kingdom
Duration: 9/04/201411/04/2014

Conference

ConferenceServDes.2014. Fourth Service Design and Innovation Conference "Service Futures"
CountryUnited Kingdom
CityLancaster
Period9/04/1411/04/14

Abstract

This paper illustrates how, although Service Design has been described as evolving from a narrow description of a phase in New Service Development (NSD) to an approach to Service Innovation, the current Service Design research is still focused on the initial stages of NSD. Comparing existing Service Design research with foundational knowledge on NSD, the authors have proposed two complementary directions for future Service Design studies: 1) the expansion of ‘service design as a phase’ to investigate how Service Design processes and outcomes can be better linked with and integrated within the development and implementation stages of NSD; and 2) the application of ‘Service Design as an approach’ studying how current human-centred design methods could be extended and adapted for service system development and delivery, and how ‘designerly’ ways of innovating could inform the overall NSD process.