The utilization of data in design is a crucial aspect of shaping the product and service development. Despite the lack of extensive research on this subject, this study aims to bridge the gap by introducing the ‘D³IKIT’, a data-driven design process and toolkit. Through workshops, this process and toolkit offer a practical method for creating innovative product and service concepts using data and machine learning. Developed and tested with the participation of 42 individuals, the ‘D³IKIT’ provides valuable insights for both practitioners and academics.

Data about customer experiences would be critical in smart product-service systems. Research is desired on how to establish a framework for Smart Experience Design based on customer experience data so that determining what kinds of customer data are needed and how these data are acquired effectively can be supported. This paper presents a framework and a method to design customer experience personalization services based on customer experience evaluation data obtained in real time and accumulated together with context data. Two illustrative cases are provided to demonstrate the validity of the framework of smart experience design based on customer experience data.

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.

The purpose of the study is to understand the design considerations for creating a provocative financial planning toolkit with services to help facilitate more constructive and meaningful conversations to build trust and empathy between financial advisors and senior people. We conducted four rounds of 60-minute co-creation workshops with eight invited participants from various design disciplines to work in pairs to generate four preliminary concepts suggesting design considerations. We used ATLAS.ti to do qualitative research analysis under an NCT (notice, collecting, thinking) model to identify 22 codes synthesized from verbal and behavioral data. The study concluded with three design principles: 1) the concept of financial planning is about people's expectation management, 2) a financial planning toolkit is designed under service systems, and 3) the tailor-made and modular design features can give financial advisors more flexibility to engage with senior people and enable them to share more about their life stories and needs to recommend financial planning packages precisely according to personal preference, health conditions, and financial status.

This study aims at revising the history of knowledge management in service design organizations to discover what sources, technologies, tools, and users have been used and how knowledge management may thus help to improve consultants’ performance. Also, this study sheds light on the importance of decomposing knowledge (knowledge-leveling being said in this article) before tackling knowledge management. Moreover, this study provides a real case study investigation of knowledge management in a service design organization. Through this investigation, the authors propose their knowledge-leveling classification model and how knowledge management activities satisfy each class. Thus, the authors showcase the essentiality of knowledge leveling in knowledge management.

Recently, the design and digitalisation approaches have become increasingly utilised in the legal context, typically under the names of legal design and legal tech. One of their goals is to help legal practitioners be more efficient and to provide better quality and more comprehensive legal services. Also, given that both movements rely heavily on participatory and co-design, they will require increased support not only from design practitioners but also from design researchers and educators. Therefore, this paper investigates, from a design research viewpoint, the opportunities and challenges of developing and implementing legal tech, with a particular focus on legal practitioners. It reports on four cases of designing legal tech solutions and their implementation in a law firm. The main insights are related to the importance of value perception through participatory and co-design, the need for efficient and effective testing methodologies, and the opportunity to test a wide range of design methods and tools in the legal context. The paper also complements the legal design and legal tech literature with additional arguments on why designing in the legal context is challenging compared to designing in other domains.

Healthcare services have evolved with advances in science, technology and societal needs. Despite being around for two decades, 'X-ray at Home' has seen limited adoption. Understanding its enablers and disablers can lead to insights to develop an accessible healthcare service ecosystem. Healthcare organisations have adopted design thinking to develop new products but healthcare service design is still in its introductory phase. This qualitative study describes the current state of home X-ray services in Mumbai and proposes touchpoints for raising awareness, acceptance and patient experience.

In Design-Driven Innovation (D-DI) the meaning of a product or service is radically innovated to introduce a new paradigm that ideally can benefit people, companies, and society as a whole. However, due to the associated risks, most companies are hesitant to engage with and adopt D-DI. Human Centered Design (HCD) is preferred while innovation is limited to incremental change. This dichotomy is also reflected in design literature where D-DI is pitted against HCD. We propose the symbiosis of the two approaches as a strategy to create space for and the adoption of D-DI within companies. An instrumental design case study explores a design-driven service innovation and its adoption in a renowned airline. Results show an adopted D-DI where HCD evidence mitigates for the market and organization uncertainty while D-DI enabled a paradigm shift in the company’s current service operation. Advantages and limitations of this mitigation strategy are discussed. With this design precedent, we aim to encourage designers and companies to further explore the benefits of a symbiotic use of D-DI and HCD.

Digitalization and sustainability are major challenges for today's manufacturing industry. While digitalization is characterized by the incorporation of digital technologies in the products and services as well as the value creation architectures, sustainability requires them to balance economic, environmental and social issues. In both areas, especially Product Service Systems (PSS) are constantly gaining importance. This results in so called smart PSS that integrate digital technologies as well as sustainable PSS which aim at a positive impact on sustainability. Both two concepts cannot be clearly delimited since smart PSS might be designed for sustainability as well and sustainable PSS might be used with digital technologies. This paper aims to investigate the interrelations. To that, digitalization patterns of products and services are evaluated regarding their sustainable impact. The evaluation is conducted by a survey in research and industry. Furthermore, the design of the underlying value creation architecture is investigated. Here, a methodology is proposed enabling companies to optimize their value creation architecture.

Artificial Intelligence (AI) has expanded in a diverse context, it infiltrates our social lives and is a critical part of algorithmic decision-making. Adopting AI technology, especially AI-enabled design, by end users who are non-AI experts is still limited. The incomprehensible, untransparent decision-making and difficulty of using AI become obstacles which prevent these end users to adopt AI technology. How to design the user experience (UX) based on AI technologies is an interesting topic to explore.

This paper investigates how non-AI-expert end users can be engaged in the design process of an AI-enabled application by using a framework called Smart Service Blueprint Scape (SSBS), which aims to establish a bridge between UX and AI systems by mapping and translating AI decisions based on UX. A Dutch mobility service called ‘stUmobiel ’ was taken as a design case study. The goal is to design a reservation platform with stUmobiel end users. Co-creating with case users and assuring them to understand the decision-making and service provisional process of the AI-enabled design is crucial to promote users’ adoption. Furthermore, the concern of AI ethics also arises in the design process and should be discussed in a broader sense.

Research funded projects are often concerned with the development of proof-of-concept products. Consequently, activities related to verification and validation testing (VVT) are often not considered in depth, even though various design iterations are carried out to refine an idea. Furthermore, the introduction of additive manufacturing (AM) has facilitated, in particular, the development of bespoke medical products. End bespoke products, which will be used by relevant stakeholders (e.g. patients and clinicians) are fabricated with the same manufacturing technologies used during prototyping. As a result, the detailed design stage of products fabricated by AM is much shorter. Therefore, to improve the market-readiness of bespoke medical devices, testing must be integrated within the development from an early stage, allowing better planning of resources. To address these issues, in this paper, a comprehensive VVT framework is proposed for research projects, which lack a VVT infrastructure. The framework builds up on previous studies and methods utilised in industry to enable project key experts to capture risks as early as the concept design stage.

This research investigates service creation in/after effect of coronavirus pandemic targeting the essential business environment. It follows prevention through design approach to facilitate business owners to maintain their business environments at low COVID contraction risks, for both customers and staff. The effectiveness of recommended prevention practices (like social distancing and hand-sanitising) is uncertain at public workplaces, simply due to inevitable workers and customers interactions. Such uncertainty, especially in cases of retail stores and hospitals, raises a need for the design of services and support systems for common/necessary public business activities to reduce the burden on people involved. This research investigates the risk-related metrics to realise such digital services, focussing on three types: congestion at the work environment, disinfection of store area/objects, and sanitisation of people and staffs involved. Based on this, a digital technology-based service COVSAFE was created and tested through a proof-of-concept implementation for a supermarket business environment. This implementation and its evaluations highlight the bottlenecks/challenges for realising this system in everyday scenarios.

The healthcare sector is facing significant challenges that require a systems approach, resulting in a rapid growth in the application of systems approaches in healthcare since the beginning of the 21st century. Consequently, healthcare practitioners and policymakers now desire to understand the evidence-base for the approach, but little evidence of the kind desired exists. This paper is a first step in conducting a narrative review of the application of systems approaches in healthcare based on a systematic review of the academic and grey literature. First, the emergence of the approach in healthcare is explored. Second, specific examples of applications of systems approaches in healthcare are examined to identify any missing elements in current practice. Third, fourteen reviews of the approach in healthcare published in the last ten years are analysed. The results suggest that the use of the approach in healthcare will most likely continue to increase, however, significant work remains for the design and systems community to demonstrate the effectiveness of systems approaches, specifically in providing convincing measures of impact on patient and service outcomes.

In today's aggressive global market, innovation is key for success and design solutions require not only to achieve competitive edge, but also to address the growing environmental, social, and economic needs of the community at large. Consideration of these three pillars of sustainability makes a design inclusive, and life cycle thinking is found to be a promising approach across the literature. However, most supports for design address certain facets or aid singular tasks, and the use of design methods and tools, which have the potential to significantly improve the design process, is low due to inappropriate use and selection of these methods. InDeaTe (Innovation Design database and Template) is a holistic, knowledge-driven, computer-based tool for design of sustainable systems, such as products, manufacturing systems andservice systems and has been developed to address and integrate the aspects of sustainability on a singular design platform. It comprises of the generic design process Template that imbibes life cycle thinking into the process by incorporating consideration of every life cycle phase in each design stage, where design activities are performed iteratively. It further supports the design process by aiding the use and selection of appropriate design methods and tools in concurrence with the primary motivation of improving sustainability of the system with the aid of the InDeaTe Design Database. This paper discusses the ontological underpinnings behind the conceptualization of the InDeaTe methodology and the development of the supporting tool. The paper further reports empirical findings from six different case studies conducted for evaluating the effectiveness of InDeaTe tool in supporting design for sustainability (DfS). The results show that InDeaTe tool has potential in supporting DfS.

In this article Sophie Thompson describes what design thinking is and gives practical exercises to see how design thinking can be used to give a fresh perspective on delivering knowledge services. The article is based on a parallel session delivered as a workshop at the BIALL Annual Conference 2019.

Roadmapping has been addressed as a management approach used to support strategic and innovation planning of organisations over recent decades. This paper introduces a new standpoint for addressing roadmapping through the application of service theories as a way for tackling the demand for the digitalisation of roadmapping. To this end, the concept of roadmapping as a service offer is developed and employed to analyse three customer perspectives of roadmapping: owners and sponsors, team members, and facilitators. Based on a literature review and interviews with roadmapping experts, customer jobs, pains, and gains are described for each of the perspectives. In the end, the paper provides insights for the understanding of the concept of roadmapping service and opens opportunities for further theoretical and empirical developments around this new path. These results are part of a broader research project exploring the digitalisation of roadmapping.

It is an agreed fact among scholars that services are more sustainable compared to the products. By offering services, traditional companies can lock their customers into a long-term and sustainable revenue generation settlement. Available academic literature is abundant with methodologies related to service development. However, this study investigates various value adding service options related to financing and ownership of a product that can be offered on top of the existing products. It is important to understand these options from the consumer as well as supplier perspective. The most well established options available for financing/ownership are compiled, and sorted with respect to intangibility, ownership, financing and value addition scale. The study argues that the identified options incrementally add value to the existing offering by increasing the purchasing power and reducing the ownership obstacles for the customers. However, for the supplier, the decision depends on the trade-off between value addition for the customers and the business model changes required.

Given that we live in a time within a growing competitive healthcare market, the customer experience and healing opportunities are on top of the priority list. However, little attention has been dedicated on how to merge the disciplines of architecture, healthcare and management to create healthcare environments to enhance the customer experience and the healing process. The goal of this paper is to explore how design can foster customer-perceived intimacy within a healthcare context to achieve enhanced customer outcomes, such as customer well-being. Understanding the importance of customer- perceived intimacy is paramount, as customers are constantly exposed to intimate situations. The study suggest that there is potential for such situations to be wrought with problems involving complexities associated with human cognition, emotions, physiological responses, and behaviors. A literature review is undertaken to highlight the antecedents and the short-term and long-term outcomes of customer- perceived intimacy. As a result, the paper provides a conceptual framework that raises many questions that need to be answered. In doing so, a solid foundation for future inquiry has been laid.

Various tools for participatory design approach have been developed to support users to engage design process. Doll scenario is proposed as a generative tool for letting participants make and enact scenarios. However, suitable context to practice doll scenario is unclear in comparison with other tools using scenario. Therefore, our overall objective is to increase understanding of characteristics of making scenario in two different ways of expression; with doll and storyboard. We developed a doll scenario method, doll staging. The tool was evaluated in comparison to storyboard at a workshop which is a part of a new product development project in a corporate. The workshop was evaluated by semi-structured interviews with the participants and observations of the workshop and design outcome. The result suggests that doll staging allows participants to think from users’ perspective in developing new idea. These findings provides new direction to choose scenario based design tools according to objective or context of design project. We also discuss potentials and research directions to use tools for developing scenario in corporate contexts.