Day 1: Tuesday 2nd Feb 2021
PDF of abstracts and author biographies available soon
Unblock the Tension During the Implementing Service Design (#104)
Yvonne Yam (Meaning at Work Limited, Hong Kong)
Arthur Yeh (Independent Service Design Facilitator, Taiwan)
Service Transparency for Sustainability in the Food Sector (#130)
Aguinaldo Santos (Universidade Federal do Paraná, Brazil)
Marcella Lomba (Universidade Federal do Paraná, Brazil)
A Tarot Deck as a Critical Tool for Designer Worker Solidarity (#71)
Lara Penin (Parsons School of Design, The New School, US)
Eduardo Staszowski (Parsons School of Design, The New School, US)
Quo vadis? Exploring the future of service design (#105)
Martina Čaić (Hanken School of Economics, Finland)
Ana Kustrak Korper (Linköping University, Sweden)
Vanessa Rodrigues (Linköping University, Sweden)
Josina Vink (Oslo School of Architecture and Design, Norway)
Stefan Holmlid (Linköping University, Sweden)
Dr. Marion Muliaumaseali’i is a Pacific ethnographic researcher, expert facilitator, panel moderator, and entrepreneur. Her thesis, “The Space in-between: An Ethnographic Study of Mobile Technology and Social Change in Rural Samoa” examined the changing communicative ecologies of village Samoa and its relationship to the Va, a ‘thread’ that exists in every gesture, speech and interaction between Samoans. Voted RMIT’s Operations Diversity Champion 2018 for her design intervention, the Indigenous Word Cards which were created to mitigate the trauma experienced globally by Indigenous communities’ subject to unconscious biases of non-Indigenous researchers or design practitioners. The Indigenous Word Cards are based on Fa’amatai (Samoan village organisation) and were co-created with - Boon Wurrung Elder, N’arweet Carolyn Briggs is a tangible example of Dr. Marion’s concept of Teu le Va (nurture the space) between Intersectionality. Dr Marion’s heart to ‘be the change’ challenges her to bring her academic achievements and lived experiences in the Design context towards sustainable change.
Addressing Echo Chambers in Service Design with Embodied Methods
Are you unknowingly trapped inside an ‘echo chamber’ that reinforces your own assumptions about service design? What are the dangers of failing to meaningfully consider alternative assumptions about service design? How can we sensitize ourselves to diverse perspectives on service design research and practice? It is becoming increasingly apparent that service design encompasses multiple perspectives and approaches that are grounded in different foundational assumptions about the goals of service design, it processes, as well as the role of designers and other actors. The purpose of this interactive and reflective workshop is to surface pluralities and tensions within participants’ underlying assumptions about service design and help to move the field forward by initiating dialogue and reconciliation. In the workshop, participants will use their bodies to represent and illuminate their diverse perspectives on service design. Tangible materials will help make the invisible assumptions that guide our diverse work on service design more visible. Together the group will address tensions within the underlying assumptions that guide our different perspectives and critically evaluate the assumed common ground that we stand on as a discipline. Participants will leave with a better understanding of their own blindspots in how they think about service design and gain an appreciation of some of the diverse perspectives that contribute to a vibrant and evolving service design discipline. In addition, participants will walk away with inspiration on creative approaches for embodying and materializing assumptions and working with tensions that often go unspoken within diverse groups.
KEYWORDS: service design, plurality, tensions, perspectives, assumptions, embodiment, materialization, blindspots
Martina Čaić is a post-doctoral researcher at CTF - Service Research Center at Karlstad University in Sweden and Aalto University, School of Arts, Design and Architecture in Finland. She is also an associate researcher at Hanken School of Economics in Finland. She received her PhD from Maastricht University in the Netherlands, where she was a Marie Curie Fellow funded by the Service Design for Innovation Network (SDIN). Her research addresses customer experiences in value networks, with a particular focus on robotic and ambient assisted living technologies. Specifically, she conducts research in healthy aging contexts, employing a service design mindset, tools, and methods to understand consumers' perceptions of disruptive technologies. Her research has been published in the Journal of Service Management, Journal of Services Marketing, International Journal of Social Robotics, and International Journal of Design.
Josina Vink is an Associate Professor in service design at the Oslo School of Architecture and Design (AHO) and Design Lead within the Center for Connected Care (C3) in Norway. Josina’s research explores how design can create profound and significant change in healthcare by reshaping social structures. She recently finished her PhD on service ecosystem design at the Service Research Center (CTF) in Karlstad University, Sweden as a Fellow of the European Union’s Marie Curie Horizon 2020 program within the Service Design for Innovation Network (SDIN). In addition, she has worked for ten years as a service and system designer in health and care, including at the Mayo Clinic Center for Innovation in the United States and the Center for Addition and Mental Health in Canada. In her practice, she has developed new services, supported policy change, facilitated shifts in practices across sectors, and led social lab processes.
Kaisa Koskela-Huotari is an Assistant Professor in Business Administration at Karlstad Business School and the CTF, Service Research Center of Karlstad University. Kaisa’s research interests lie at the intersection of service-dominant logic, institutional theory, and systems thinking. In her work, she uses these perspectives to inform the understandings of innovation, design and market evolution. Her research is published in the Journal of Business Research, Journal of Service Management, Journal of Services Marketing, Journal of Service Theory and Practice, Journal of Strategic Marketing, and Service Science. Kaisa also serves as the Assistant Editor of the AMS Review, the only marketing journal that focuses exclusively on conceptual articles.
Process Design: Designing impactful workshop experiences that engage and inspire
Designing workshop processes that engage with emotion and purpose can offer an invitation for deeper learning, meaning and change, which is crucial when helping organisations understand their current reality vs a desired future state. However, the way in which we enter an organisation (a system) as facilitators, design and lead these processes can almost be more important than the content itself. Join us in this fast paced workshop where we will introduce process design principles for designing and delivering impactful workshops. Through workshop activities we will engage core disciplines like Neutrality, Appreciative Inquiry and Improvisation used to navigate between process facilitation (moving along a plan) and process leadership (moving toward intention). This is a hands-on and playful workshop where you will participate in systems thinking activities to understand Experiential Learning Cycles and how to design for these.
Daniel is a service designer and educator at MAKE Studios. His practice is anchored in crafting meaningful learning experiences that blur the line between design, technology and culture. With cross-industry experience spread from around the globe, his expertise spans the disciplines of process & learning design, systems thinking and experience design.
Kristina is an educated KaosPilot and Service Design Lead at MAKE and specialises in complex problem-solving. She has worked extensively as a consultant and Strategic Designer focussing on business reinvention across a range of industries both in Australia and overseas. As well as being an accomplished Service Designer, Kristina is an expert in human-centred design training and capability building.