reading

Critical thinking podcast from the University of Leeds. Listen to this before you read everything else. I’ve selected this one from the University of Leeds as it is available as both a podcast and transcript. Professor Mike Press, leader of Design Research, the first module you will undertake has recommended reading related to writing and study skills here.

Research Methods Module Reading

For the second week of Professor Mike Press’ module, each programme will have specified 10 papers that are deemed to be critical / seminal to the state of the discipline or its understanding. They will be introduced to the students the week before. Broadly, these are divided across five key themes (e.g.: history, methods, research priorities, professional issues, future development, etc).

History

Community in, commodity out Gaynor Aaltonen in the Guardian Friday 12 March 2010
Businesses and public services alike face huge change in the new information era. They need to shift their emphasis back –to what people really want

TransformationDesign Colin Burns Hilary Cottam Chris Vanstone Jennie Winhall
The Red Team at the Design Council’s 2006 manifesto paper on Transformation Design.

Service Thinking Our thinking is often a product of the past. The future demands fresh perspectives.  A rationale for the need to change our thinking from Live|Work directors Ben Reason, Chris Downs and Lavrans Løvlie

http://designleadership.blogspot.co.uk/2010/10/service-design-at-crossroads.html – a great paper by Lucy Kimbell of the Said Business School Oxford and the Young Foundation on the evolution of design.

In the Bubble: Designing for a Complex World John Thackara asks what are we actually doing with all this new tech. stuff – does it enhance our lives or build communities? The link also takes you to his great doors of perception blog.

What is service design? – Birgit Mager (Köln International School of Design)

Service Design and User Experience: Same or Different? Oliver King, co-founder of Engine

Critical Writing

Services Design in New Territories Benedict Singleton is a service designer and researcher.  This paper delves into this history, sketches out observations that are useful, and through discussion of a
recent project begins to formulate some of the pressing issues at hand about what it means to
become involved in designing systems of regulated interpersonal

Methods 

Service Design: From Insight to Implementation: Andy Polaine, Lavrans Løvlie & Ben Reason

http://rosenfeldmedia.com/books/service-design/

. You can download the full electronic version for £15 – it will be a key text on the Programme, or read some introductory chapters for free here.

Just out from Adaptive Path Experience Mapping

Increasingly, customers choose products and services based on the quality of the experiences they have with them. To prevent those experiences from breaking down, and to help organization navigate cross-channel complexity, you need a map. Experience mapping is the process of capturing and communicating complex customer interactions. The activity of mapping builds knowledge and consensus across your organization, and the map helps build seamless customer experiences.

This is Service Design Thinking is a very good introductory book by Marcus Stickdorn and Jakob Schneider and featuring contributions by Lauren Currie, co-director of Service Design Agency, SNOOK, one of our recent graduates.

Universal Methods of Design: 100 Ways to Research Complex Problems, Develop Innovative Ideas, and Design Effective Solutions

Universal Principles of Design 
William Lidwell , Kritina Holden , Jill Butler – available from library

Research Priorities

The Service Design Research UK Network is gathering current research in SD

Service Design Research: aims to collectively build an understanding and foster a dialogue on where ideas and concepts of Service Design have come from, how these evolved over the last two decades as well as report and review current research and service design practices.

CoCreation_Sanders_Stappers_08_preprint Co-creation and the new landscapes of design. Elizabeth B.-N. Sanders  & Pieter Jan Stappers.
Designers have been moving increasingly closer to the future users of what they design and the next new thing in the changing landscape of design research has become co-designing with your users. But co-designing is actually not new at all, having taken distinctly different paths in the US and in Europe.

Transformative Services and Transformation Design Daniela Sangiorgi
This article reports on the recent evolution of service design toward becoming transformational. Services are less discussed as design objects and more as means for supporting the emergence of a more collaborative, sustainable and creative society and economy.

Design for Services, Anna Meroni, Politecnico di Milano University, Italy and Daniela Sangiorgi, Lancaster University, UK published by Gower  (an investment) Contains great case study on Driving Service Design by Directed Storytelling by Shelley Evenson.

Systems Thinking in the Public Sector, John Seddon

The Journey to the Interface , Demos (can be downloaded for free from the site)
Drawing on over 50 interviews with service innovators from the public, private and voluntary sectors The Journey to the Interface makes the case for a fresh approach to public service reform – an approach that is less about competition and contestability, and more about closing the gap between what people want and need, and what service organisations do.

Professional Issues

Bill Moggridge Keynote on Service Design recorded at the Service Design Symposium in Copenhagen hosted by CIID March 2008

Tim Brown, CEO of IDEO urges designers to Think Big: the design profession has a bigger role to play than just creating “nifty, fashionable little objects”.

1 minute of Service Design – the series
1 minute interviews of leading Service Design thinkers and practitioners (videos in french and/or english) Topics include : service design, service innovation, experience design, methods, tools, design thinking, business strategy, user-driven innovation, social innovation, etc.

What do service designers do?
A short film focussing on the practices of professional service designers. Using an ethnographic perspective drawing on research at Said Business School, this film show that service designers do three things that distinguish their work from that of others. (2008) Duration 7:16 Directed by Lucy Kimbell. Edited by Maarten Roos

A short and sweet animation illustrating the Co-Design process from social design agency thinkpublic 

Timothy Prestero: Design for people, not awards There’s no such thing as a dumb user- there are only dumb products.

Designing for Care: Peter Jones

In Designing for Care, Peter envisions the information experiences of consumers, patients, and healthcare professionals as a continuous and complex social system, shared by all and innovated by many. We are all participants co-creating better health care for all members of our society

Future Development

Benefits of Co-design in Service Design Projects Marc Steen, Menno Manschot and Nicole De Koning
In many service design projects, co-design is seen as critical to success and a range of benefits are attributed to co-design. In this paper, we present an overview of benefits of co-design in service design projects, in order to help the people involved to articulate more precisely and realistically which benefits to aim for.

Pacenti_Sangiorgi Emerging practices of Service Design Driven Innovation
This paper discusses the input of users and service providers to service design -it presents a case study of dote lavoro, a local government scheme in Lombardy, Italy to empower job seekers to select their own training and employment support. Dote lavoro is further explored in Pacenti’s Case study in Design for Services

Designing product/service systems: A methodological exploration
Design Issues2002 Nicola Morelli
This paper explores the designers role and the methodological tools in the development of Product Service Systems

Jeremy Rifkin investigates the evolution of empathy and the ways that it has shaped our development and our society.  The lecture is part of the RSA animate series – a fantastic series of talks given at the Royal Society of Arts in London and brought to life in superb animations, which have become a rather popular style of communicating design ideas in recent years.

If you want to get ahead before joining the course read these:

Other Recommended Books

Steve Portigal’s Interviewing Users: How to Uncover Compelling Insights.

Steve Portigal uses stories and examples from his 15 years of experience to show how interviewing can be incorporated into the design process, helping you learn the best and right information to inform and inspire your design.

We highly recommend that you read a good quality newspaper. UK newspapers which give the best coverage of design, society, education and politics include the Guardian and Observer (Sundays) Daily and Sunday Telegraph and the Financial Times. They are available both online and in the library – but nothing beats reading the Sunday editions in hard copy with breakfast. Don’t look for stories with design in the title – read everything and find the design angle.

and re-visit the things we asked you look at before you applied:

These may come in useful later:

Designing for Care: Peter Jones

In Designing for Care, Peter envisions the information experiences of consumers, patients, and healthcare professionals as a continuous and complex social system, shared by all and innovated by many. We are all participants co-creating better health care for all members of our society

 

These books are mostly available in the DJCAD library.

Baer, K, (2008) Information Design Workbook, Rockport

Baldwin, J and Roberts, L  (2006) Visual Communication. From Theory To Practice – Jonathan Baldwin

Duarte, N (2007) slide:ology The Art and Science of Creating Great Presentations 

Few, S (2004) Show Me the Numbers: Designing Tables and Graphs to Enlighten 
Heath, C and Heath, D (2007) Made to Stick: Why Some Ideas Take Hold and Others Come Unstuck

Gray, D Marks and Meaning
Jacobson, R (1999) Information Design, MIT Press

McCandless, D (2009)  Information is Beautiful

Roam, D (2009) The back of the napkin  solving problems and selling ideas with pictures

Sibbert, D (2001) A Graphic Facilitation Retrospective 

Graphic Facilitation is an interactive style of leading groups using large-scale imagery
and displays. The paper discusses how graphic facilitation has evolved to include influences from more psychologically influenced facilitation, storytelling, large scale collaborative practice and other approaches to managing group
process.

Woolsley, KH, (2004) VizAbility (with CDRom) – one for the Christmas list as it’s not in the library – £12 second hand from Amazon

Viladas, X Design at Your Service: How to improve a business idea with a designers’s help

Design for people new to design (or in need of some theoretical underpinning)

Universal Methods of Design: 100 Ways to Research Complex Problems, Develop Innovative Ideas, and Design Effective Solutions

Universal Principles of Design 
William Lidwell , Kritina Holden , Jill Butler – available from library

Next level Service Design reading:

The shift: the future of work is already here / Lynda Gratton

Videos

Podcasts – everything on Jeff Howard’s fantastic Design for Service site.

Selected Papers and Articles

Methods

 

Interviewing

Video from Getting People to Talk: An Ethnography & Interviewing Primer

Video from the IIT Institute of Design exploring how ethnographers use interviews to see the world through the eyes of others.

Getting People to Talk: An Ethnography & Interviewing Primer from Gabe & Kristy on Vimeo.

Colin Marshall’s blog on how he conducts TV interviews

Biller, G. and Scovel, K. (2008) Getting People to Talk, An Ethnography & Interviewing Primer Video

Steve Portigal on interview questions

JP Spradley (1979) The Ethnographic Interview 

……………………………………………………………

From Field Stories to Strategic Design

This paper written by Bas Raijmakers and Geke van Dijk from research and innovation agency STBY and Katherine Gough from Nokia Design discusses how information gathered through observations can be interpreted and re-told to present insights and evidence to help make business and strategic decisions. The paper is based on a workshop at the service design conference in Paris in October 2012, and the paper is published in  Touchpoint 4-3 ‘Cultural Change by Service Design’, You can read/download the paper here.

Hugh Dubberly: Supermodeler

In this article Hugh talks uses diagrams and models to make his two big points about design. The first is that design and designers are now utterly central to big, important and fast-growing companies. The second is that designers now have an opportunity and responsibility that meld into and perhaps even herald a new field of practice. You might find that after all this reading and writing you’d like to put some of your own thoughts into a diagram or model.

Designing for Service: Creating an Experience Advantage is a great article by Hugh Dubberly and Shelley Evenson, two key people in the evolution of service design.

Service Design Network  introduces the basics, tools and lots more.

www.designcouncil.org.uk/

www.edwardtufte.com/tufte/books_vdqi

www.gapminder.org
www.thebackofthenapkin.com

History

Community in, commodity out Gaynor Aaltonen in the Guardian Friday 12 March 2010
Businesses and public services alike face huge change in the new information era. They need to shift their emphasis back –to what people really want

TransformationDesign Colin Burns Hilary Cottam Chris Vanstone Jennie Winhall
The Red Team at the Design Council’s 2006 manifesto paper on Transformation Design.

Service Thinking Our thinking is often a product of the past. The future demands fresh perspectives.  A rationale for the need to change our thinking from Live|Work directors Ben Reason, Chris Downs and Lavrans Løvlie

Professional Issues

Touchpoint: the Journal of Service Design. DJCAD library has all issues published since the first issue in 2009

Designing for Service as One Way of Designing Services Lucy Kimbell
This paper considers different ways of approaching service design, exploring what professional designers who say they design services are doing.

Role of social design in public services
Jocelyn Bailey explains how a design-based approach can improve public services and why it is gaining importance

Future Developments

This is a great paper by Lucy Kimbell of the Said Business School, Oxford University and the Young Foundation on the evolution of design

Design innovation in the public and private sectors
The Guardian’s newspaper’s section on Service Design

Redesigning public services: happier customers cost us less Matt Hunter in the Guardian Newspaper
The public sector needs to take a leaf out of the design industry’s book and understand how users experience services

Case Studies

STBY is a service design research company based in London and Amsterdam who use ‘design documentaries’ to share insights.

Evaluating Serviceability of Healthcare Servicescapes Seunghae Lee
This study examines the design of ambulatory healthcare from a service design perspective. It focuses on healthcare facilities as servicescapes and builds up a conceptual framework that outlines servicescape features in healthcare facilities, perceived servicescapes, users’ emotional and physiological statuses, and attitudes towards the healthcare.

Designing Service Evidence for Positive Relational Messages Kathy Pui Ying Lo
This article discusses relational messages in the design of service evidence based on insight gained from empirical research.

Jeff Howard’s annotated reading is a superbly comprehensive collection of the past thirty years of literature in Service Design

http://www.servicedesignbooks.org/ is a also good overview of literature in the field

http://makingservicesense.com/ Making Service Sense is made up of people, conversations, a website and the book ‘Making Service Sense’. From Master of Design graduate, Lauren Currie

Professor Mike Press who teaches on the programme has put together an introductory reading list into the social factors behind service design.
Applying design thinking to complex social issues, such as those explored by our Masters students at Dundee, requires a critical, well informed understanding of the underlying issues, a grasp of the broad theoretical approaches and an awareness of where to find current research on relevant themes. A new blog post Social design – research resources 

Service Innovation Through Touch-points Simon Clatworthy
Development of an Innovation Toolkit for the First Stages of New Service DevelopmentThis paper reviews one of the central areas of service design, the area of touch-point innovation. Specifically, it describes the development and use of a card-based toolkit.

Beyond Roleplay – Theatrical Tools in Service Design (video)
A snap shot of Work.Play.Experience ; Adam St.John Lawrence and Markus Edgar – at Connecting the Dots: Service Design Conference 2010.
“The links between service design and theater are clear, frequently cited, and often misunderstood. We explore the practical differences between simple role play and iterative rehearsal- a powerful tool which can be used to both analyse and develop service experiences.”

The following books are recommended for Masters projects:

Business Model Generation
developing a business model to suit innovative, disruptive start-ups

http://www.servicedesignbooks.org/isbn/0141040017/nudge/

http://www.designthinkingforeducators.com/

http://www.servicedesignbooks.org/isbn/0804746745/managing-as-designing/

Design Thinking for Educators
A fantastic resource from IDEO for those working in education

http://servicedesigning.org/

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