Hi Nicola,
You are right about history of service design the UK. Design of service
delivery was taught to youth workers in the 1970s - an explicit issue was
how to design youth service to specific circumstances and specific groups of
young people. In 1960s, restaurant services were already being designed in a
socio-tech manner that integrated the service behaviours of staff to
customers with a technical support of that service. I remember the 300 or so
seat BHS restaurant in Manchester with its formalized processes particularly
for managing clearing tables (used hidden conveyors behind false walls
delivering dirty pots to a team of people managing a large dishwasher.
Earlier still, by 1951 Lyons Tea Houses had a designed an ordering service
that combined a phone-based call centre with perhaps the earliest used of a
computer in services design. That use of a computer in service design led
quickly to a new business venture - LEO computers. Discussion about service
design was commonplace in the 1960s and 1970s following Illich's critical
reviews of several service professions (Medicine, Health, Religion and
Design - remember 'Tools for Conviviality'?). Much earlier were the
Victorian guides for etiquette, butlering, diplomacy and nursing, and many
aspects of the Catholic Church's education for religious professionals. All
of these can be seen to be in the service design tradition.
Cheers,
Terry
____________________
Dr. Terence Love, FRDS, AMIMechE, PMACM
Director Design-focused Research Group, Design Out Crime Research Group
Researcher, Digital Ecosystems and Business Intelligence Institute
Associate, Planning and Transport Research Centre
Curtin University, PO Box U1987, Perth, Western Australia 6845
Mob: 0434 975 848, Fax +61(0)8 9305 7629, [log in to unmask]
Visiting Professor, Member of Scientific Council
UNIDCOM/ IADE, Lisbon, Portugal
Honorary Fellow, Institute of Entrepreneurship and Enterprise Development
Management School, Lancaster University, Lancaster, UK
____________________
____________________
Dr. Terence Love, FRDS, AMIMechE, PMACM
Director Design-focused Research Group, Design Out Crime Research Group
Researcher, Digital Ecosystems and Business Intelligence Institute
Associate, Planning and Transport Research Centre Curtin University, PO Box
U1987, Perth, Western Australia 6845
Mob: 0434 975 848, Fax +61(0)8 9305 7629, [log in to unmask] Visiting
Professor, Member of Scientific Council UNIDCOM/ IADE, Lisbon, Portugal
Honorary Fellow, Institute of Entrepreneurship and Enterprise Development
Management School, Lancaster University, Lancaster, UK ____________________
-----Original Message-----
From: PhD-Design - This list is for discussion of PhD studies and related
research in Design [mailto:[log in to unmask]] On Behalf Of Nicola
Morelli
Sent: Wednesday, 8 April 2009 3:27 AM
To: [log in to unmask]
Subject: Re: Service Design
HI Sabine, Ken and all the others participating to this interesting
discussion.
I agree with Ken that Service Design is not new, and there is a wide range
of studies on this topic, especially in marketing and management; one of the
most relevant reference designers are still using is by Lynn Shostack,(1982)
a marketing paper on service blueprinting. Also the contribution of Norman
and Ramirez and others have been the basis for the discussion on service
design in the design discipline. I've never had a chance to discuss this
with Sabine, but I had several discussions on this literature with Daniela,
who is working with Sabine on this topic. What is new, however is the
contribution of the design discipline.
Here, I agree with Sabine, the literature is still quite poor. I've worked a
bit in this area, mainly in the definition of some methodologies that cover
specific aspects of service design, such as time, experience and
interaction. However I can still see big gaps in the literature and large
areas that are not properly covered.
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