Building a Service Design Explanation
Design is growing as a discipline and many new fields are emerging. One of those is Service Design. Maybe you heard about Service Design before, but you really do not know what it is? Well, as service design students, we believe that it is important for you know more about this field, because you might be interested in learning more about service design, or becoming a service designer. Either way, you will probably work with service designers in the future, so it will be important for you to know what they actually are doing.
The book This is service design thinking mentioned: “If you ask ten people what service design is, you would end up with eleven different answers – at least.” Are you still in doubt, or do you want to know more? Well, we wanted to explain this more comprehensive, and make it really clear using a service design process to figure it out for you.
The process of finding an explanation
First, lets take a look at how we will explain you what service design is. We will do this by guiding you through a service design process. In Service Design you have many ways of developing a project. In this case, we created this particular process, because this will give you a more complete overview by showing you what service design is while we show you how it can work.
The process we followed to make this project consist of four main parts; Setting the goal, Research, Develop an explanation and testing, and the presentation of Our Service Design explanation.
Bellow we go further into each steps:
1. Setting the goal
We started out by identifying our goal mentioned above: create a clear explanation about what Service Design is. Then we formulated the question that guided our process: What is service design?
2.1 On Internet & in Books
If we want to know what service design is, the first thing we do is to look at the actual situation and the information about the subject. In this case we researched service design in two different areas: on the internet and in books. We selected what we found interesting and useful to build an explanation about what service design is later.
When we looked on internet, we found what Design Council UK says about service design particularly interesting:
Then, we looked at the book This Is Service Design Thinking, and selected two explanations for our project:
2.1 Listening to service designers
In service design, an important part of the research is listening to users and gain insight. We talked with service designers from The Oslo School of Architecture and Design (AHO) to see what they think about what service design is.
Note: The insights from the designers are paraphrased from the interviews.
3. Development an explanation and testing
After the interviews, we built a service design explanation sketch. We based it upon the background information, the interviews and our own experience as students. Afterwards, we tested the draft on fellow students.They read through the text, told us which parts they did not understand, corrected grammars, and came with suggestions for changes. Then we modified the explanation according to findings from the test.
In a larger project, we might would have designed the explanation together with different service designers in a co-creative process.
4. Our Service Design explanation
Finally, we built an explanation about Service Design that emerged from the process that we did, explained above.
Note: Is important to say that the process (as a service design process) is iterative. That it means that you can come back to the process when you want, change it from there, and end with different results.
Article and concept by Simon Sandoval and Oda Sortland (me)
DESIGN COUNCIL UK. What is service design. Available online at: http://www.designcouncil.org.uk/about-design/Types-of-design/Service-design/What-is-service-design/ November 5, 2013.
STICKDORN, M. ; SCHNEIDER, J. & CO AUTHORS. (2011) This is Service Design Thinking. John Wiley & Sons, New Jersey.
MATTHEWS, T. Interview at Oslo School of Architecture and Design, AHO. November 5, 2013.
ALVES DA MOTTA, M. Interview at Oslo School of Architecture and Design, AHO. November 5, 2013.
LEBLANC, L. Interview at Oslo School of Architecture and Design, AHO. November 6, 2013.
Gjærder, L. Interview at Oslo School of Architecture and Design, AHO. November 6, 2013.