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Open Access 2021 | Open Access | Book

Cover of the book

Service Design Capabilities

Authors: Prof. Nicola Morelli, Prof. Amalia de Götzen, Dr. Luca Simeone

Publisher: Springer International Publishing

Book Series : Springer Series in Design and Innovation

Part of: Springer Professional "Wirtschaft+Technik" , Springer Professional "Wirtschaft" , Springer Professional "Technik"

Table of Contents
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About this book

This open access book discusses service design capabilities in innovation processes, and provides a framework that guides design students, practitioners and researchers towards a better understanding of operational aspects of service design processes. More specifically, it revisits service designers’ capabilities in light of the new roles that have opened up in innovation processes on different scales.

After years of being inadequately defined, the professional profile of service designers is now taking shape. Today private and public institutions recognize service designers as essential contributors to their innovation and development processes. What are the capabilities that characterize a service designer? These essential capabilities are what service designers should acquire in their education and can sell when looking for a job.

Table of Contents

Frontmatter
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Open Access

Chapter 1. Introduction
Abstract
This chapter introduces the core theme of the book. It explains why we decided to write it and discusses the concept of capabilities in relation to expert professional knowledge. We also provide a first definition of the core capabilities of service designers along with an overview of the structure of the book.
Nicola Morelli, Amalia de Götzen, Luca Simeone
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Open Access

Chapter 2. An Approach to Service Design
Abstract
The approach to services has changed in the last decades: it has developed from viewing services in relation to their intrinsic differences in products to viewing services as processes of value co-creation. This chapter therefore introduces the evolution of this concept based on the early studies that introduced the idea that services could be designed to the latest approaches that frame services. It also includes a discussion of design action in relation to these at three logical levels.
Nicola Morelli, Amalia de Götzen, Luca Simeone
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Open Access

Chapter 3. Core Service Design Capabilities
Abstract
This short chapter provides descriptions of service designers’ core capabilities. In the chapters that follow, these capabilities are discussed in relation to the three levels of design action.
Nicola Morelli, Amalia de Götzen, Luca Simeone
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Open Access

Chapter 4. Designing for the Level of ‘Service as Interaction’
Abstract
Value is co-created in the moment in which service beneficiaries interact with a service infrastructure, with other beneficiaries, or with technological components. The observation of services at this level reveals that different capabilities are involved in the process of value creation, from the everyday problem-solving capabilities of the service beneficiaries to the expert design capabilities of those who should facilitate value co-creation.
Nicola Morelli, Amalia de Götzen, Luca Simeone
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Chapter 5. Designing for the Level of ‘Service as Infrastructure’
Abstract
This level suggests a view of services as an aggregation of human, organisational and technical factors to generate potential value. The activity of designers at this level has been widely studied; therefore, this chapter focuses on the specific design capabilities that come into play when working at this level.
Nicola Morelli, Amalia de Götzen, Luca Simeone
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Chapter 6. Designing for the Level of ‘Service as Systemic Institutions’
Abstract
Every action is framed in a broader landscape dominated by a system of values, rules, and cultural, social and political premises. In this landscape, change is slow, evolutionary, and lies outside the control of a designer. Nevertheless, designers can play a role in triggering change and possibly steer it in preferred directions. This chapter illustrates the design capabilities that are most relevant for design action at this level.
Nicola Morelli, Amalia de Götzen, Luca Simeone
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Chapter 7. Navigating Service Design Tools Using the Map of Capabilities
Abstract
This is a navigation chapter, with the aim of providing a logical frame to summarise the design capabilities at all the levels described in the previous chapters. The reader can use the navigation framework suggested in this chapter to create their own operational paradigm or as a way to use the various tools and toolboxes available in service design literature.
Nicola Morelli, Amalia de Götzen, Luca Simeone
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Chapter 8. Beyond This Book
Abstract
Some concluding notes originate from the view proposed by the previous chapters. This particular view is like a picture that captures a portion of a landscape in a specific frame, time and logical context. This chapter clarifies this frame and suggests ways to extend this view beyond the logical, professional and time limitations that a book could possibly present.
Nicola Morelli, Amalia de Götzen, Luca Simeone
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Metadata
Title
Service Design Capabilities
Authors
Prof. Nicola Morelli
Prof. Amalia de Götzen
Dr. Luca Simeone
Copyright Year
2021
Electronic ISBN
978-3-030-56282-3
Print ISBN
978-3-030-56281-6
DOI
https://doi.org/10.1007/978-3-030-56282-3