Design for Services - Donna di servizio (e service design)

Gower Publishing UK Design for Services Series : Design for Social Responsibility Authors: Anna Meroni and Daniela Sangiorgi http://www.gowerpublishing.com/isbn/9780566089206 Anna Meroni, Politecnico di Milano University, Italy and Daniela Sangiorgi, Lancaster University, UK Contributors: Sara Bury, Computing Department, Lancaster University, UK Keith Cheverst, Computing Department, Lancaster University, UK Carla Cipolla, Department INDACO, Politecnico di Milano, Italy Shelley Evenson, Carnegie Mellon University, USA Luca Maria Francesco Fabris, Centro Metid and Dept. BEST, Politecnico di Milano, Italy Giordana Ferri, Department INDACO, Politecnico di Milano, Italy Julia Gillen, Department of Linguistics and English Language, Lancaster University, UK Valerie Hickey, IBM Research USA and IBM Corporation, Canada Stefan Holmlid, Linkoping University, Sweden Johnathan Ishmael, Computing Department, Lancaster University, UK François Jégou, Strategic Design Scenarios, Belgium Sabine Junginger, ImaginationLancaster, Lancaster University, UK Lucy Kimbell, Saïd Business School, University of Oxford, UK Keith Mitchell, Computing Department, Lancaster University, UK Dianne Moy, Melbourne University, Australia Elena Pacenti, Domus Academy Research Centre, Italy Margherita Pillan, Department INDACO, Politecnico di Milano, Italy Nicholas J. P. Race, Computing Department, Lancaster University, UK Bas Raijmakers, STBY, The Netherlands and UK Mark Rouncefield, Computing Department, Lancaster University, UK Chris Ryan, Melbourne University, Australia Susanna Sancassani, Managing Director Centro METID, Politecnico di Milano, Italy Giulia Simeone, Department INDACO, Politecnico di Milano, Italy Paul Smith, Computing Department, Lancaster University, UK Susan L. Spraragen, IBM Research USA and IBM Corporation, Canada Deborah Szebeko, Think Public, UK Nick Taylor, Computing Department, Lancaster University, UK Paola Trapani, Department INDACO, Politecnico di Milano, Italy Mark Vanderbeeken, Experientia, Italy Roger Whitham, ImaginationLancaster, Lancaster University, UK Jennie Winhall, Participle, UK Contents: Preface, Rachel Cooper Introduction, Ezio Manzini Section 1 Introduction to Design for Services A new discipline. Section 2 Design for Services: from Theory to Practice and Vice Versa Designing interactions, relations and experiences CASE STUDY 1: Co-­‐designing Services in The Public Sector CASE STUDY 2: Developing Collaborative Tools in International Projects: Polidaido Project. CASE STUDY 3: Designing Empathic Conversations about Future User Experiences CASE STUDY 4: Driving Service Design by Directed Storytelling CASE STUDY 5: Exploring Mobile Needs and Behaviours in Emerging Markets Designing interactions to shape systems and organisations CASE STUDY 6: There is More to Service than Interactions CASE STUDY 7: How Service Design can Support Innovation in the Public Sector CASE STUDY 8: From Novelty to Routine: Services in Science and Technology-­‐
based Enterprises CASE STUDY 9: Enabling Excellence in Service with Expressive Service Blueprinting Exploring new collaborative service models CASE STUDY 19: Service Design, New Media and Community Development CASE STUDY 11: Designing the next generation of public services CASE STUDY 12: A Service Design Inquiry into Learning and Personalisation CASE STUDY 13: Mobile and Collaborative. Mobile-­‐Phones, Digital Services and Socio-­‐Cultural Activation. Imagining future directions for service systems CASE STUDY 14: Using Scenarios to Explore System Change: VEIL, Local Food Depot CASE STUDY 15: Designing a collaborative projection of the ‘Cité du Design’ CASE STUDY 16: Enabling Sustainable Behaviours in Mobility through Service Design CASE STUDY 17: Supporting Social Innovation in Food Networks A map of design for services What is design for services? What job profiles for a service designer? Section 3 Future Developments An emerging economy Appendix 1: An open conversation Appendix 2: Tools of Design for Services Index