Hi Nicola and all the others interested in this subject,
there is a wonderful book about Service Design, yet written in 1997
(Dienstleistung braucht Design-Services need Design, Ed.
Luchterhand). But as it only exist in german (as I know), only few
people know it.
Perhaps the authors Michael Erlhoff, Birgit Mager and Ezio Manzini
have parts of the book in english, or italian.
Best form Porto
Katja
katja tschimmel
esad - escola superior de artes e design
avenida calouste gulbenkian
4460-268 senhora da hora
portugal
w. http://www.esad.pt
e. [log in to unmask]
On Apr 7, 2009, at 8:27 PM, Nicola Morelli wrote:
> 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.
> I'm thinking in particular to the contribution of interaction and
> experience design to this topic. Many of the most recent
> experiences and cases on service design were in Britain, where
> there is a particularly favorable environment (a strong push from
> the Design Council and an big support from the government for the
> development of new public services and social innovation).
> Unfortunately those cases are not very well documented, because the
> designers working on them are more interested in design practice
> than in academic reporting (this may be my own impression, of
> course). There are very interesting designers (such as Hilary
> Cottam, Jennie Winhall) and design studios (such as Participle,
> LiveWork and Engine) working on this. Unfortunately their reports
> do not tell the whole story about those cases: they focus on the
> results rather than on the methodology. Furthermore I found those
> reports very much centred on users' experience (perhaps this is
> because many of those designers come from the area of interaction
> design) and much less explanatory on what concerns the systemic
> (and organizational) aspects of services; the front office is
> preferred to the back office, with the risk of presenting service
> design as the superficial activity of proposing an experience
> (likewise in product design the designer's domain has too often
> been associated with the superficial part of a product, whereas the
> "mechanism" was a competence of engineers). Of course I am aware
> that those reports had a very specific purpose, that was not
> academic dissemination or contribution to the core of the
> discipline of service design, but I would like to see more work on
> this, because I think that what design can propose on service
> design is quite new and different from the contributions from
> management, marketing and engineering.
>
> Ciao
> Nicola
> Nicola Morelli, PhD
> Associate Professor, School of Architecture and Design
> Aalborg University
> Ph: +4599409928 Mobile +4531124669
> blog: nicomorelli.wordpress.com
> wiki: servicedesign.wikispaces.com
> skype: nicomorelli
_______________________________
P
Antes de imprimir este e-mail pense na sua responsabilidade e
compromisso com o MEIO AMBIENTE!
Before printing this email, take a moment to reflect on your
responsibility with the Environment!
Para os efeitos legais e contratuais devidos informa-se que o
conteúdo do presente e-mail não pode constituir nenhuma proposta ou
manifestação de vontade contratual. As propostas contratuais ou
manifestações de vontade contratual para serem válidas e obrigarem a
ESAD deverão ser efectuadas por texto escrito, em suporte físico,
devidamente assinado por quem obrigue a empresa. Se solicitados
enviaremos a necessária declaração contratual escrita.
Esta mensagem destina-se exclusivamente ao seu destinatário pelo que
se for recebida por pessoa que não seja o seu destinatário, por favor
comunique-nos imediatamente. Esta mensagem pode conter elementos
confidenciais legalmente protegidos, pelo que qualquer forma de
utilização, publicação, reprodução, cópia ou distribuição, do
conteúdo desta mensagem electrónica (e-mail) não está autorizada e é
indevida.
For legal and security reasons the information provided in this e-
mail is not legally binding. Upon request we would be pleased to
provide you with a legally binding confirmation in written form. Any
form of unauthorised use, publication, reproduction, copying or
disclosure of the content of this e-mail is not permitted. This
message is exclusively for the person addressed or their
representative. If you are not the intended recipient of this message
and its contents, please notify the sender immediately.
_______________________________
|
