The Strategic Use of Service Design for Leaders in Service Organizations

Gloppen, Judith

doi:10.7577/formakademisk.198

Cited by 7 publications

(5 citation statements)

References 23 publications

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“…Later, Clatworthy (2011) illustrated how designers contributed to service concept development and stakeholder cohesiveness and collaboration during the fuzzy front end of NSD processes, using the “AT-ONE” method (actors, touchpoints, offerings, needs, and experiences). Also, Gloppen (2011) indicated how Service Design leadership approaches facilitated interdisciplinary contributions to NSD, strategically guiding organizations.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

“…However, this view has not yet gained much attention of service research communities, possibly due to limited empirical evidence of Service Design roles and positions in business processes and design-centric descriptions of Service Design contributions (Yu 2017). As notable exceptions, a few studies have examined Service Design value as a strategic resource in business (Gloppen 2011) and a methodological approach to fuzzy-front-end innovation (Clatworthy 2013). Yet these studies mainly focus on Service Design roles in early stages of the innovation process.…”

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confidence: 99%

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Service Design as an Approach to Implement the Value Cocreation Perspective in New Service Development

Sangiorgi

2017

Journal of Service Research

200

176

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Although new service development (NSD) studies have contributed to developing systematic approaches to service innovation, their product-oriented and provider-centric perspectives are limited in embracing a value cocreation concept. We investigate how Service Design, as a human-centered and creative approach to service innovation, can reframe NSD processes to implement value cocreation. Multiple case studies on Service Design projects indicate that design-centric approaches can contribute to the whole NSD process in a way that connects organizations' managerial practices to value cocreation, in that (1) contextual and holistic understandings of user experiences can inform value propositions that better fit users' value-in-use, (2) codesign with creative supporting tools can facilitate value cocreation by helping users better apply their own resources, (3) prototyping can optimize firms' resource and process configuration to facilitate users' engagement with the service, (4) aligning system actors to the user experience can organize and mobilize them to better support users' value creation, and (5) user-centered approaches and methods can help organizational staff build long-term capability for supporting users' value creation. Based on the link between Service Design, NSD, and value cocreation, we propose a conceptual NSD model, geared toward value cocreation.

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Section: Theoretical Backgroundmentioning

confidence: 99%

mentioning

confidence: 99%

Service Design as an Approach to Implement the Value Cocreation Perspective in New Service Development

Sangiorgi

2017

Journal of Service Research

200

176

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“…Predictably, some of the research's findings build on existing knowledge within the Design community, such as Design's ability to create more customer-focused services (Gloppen, 2011;Hollins, 1993;Meroni & Sangiorgi, 2011). Warwick's case study has verified this existing knowledge in a systematic and rigorous way.…”

Section: Compatibility Between Existing Organisational Culture and Design Approachmentioning

confidence: 94%

The para-disciplinary role of Design transforming innovation in organisations

Lievesley¹,

Young²,

O'Leary³

et al. 2019

Conference proceedings of ADIM

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The research addresses the role of Design creating value at the intersections of disciplines in organisations. It presents a revision to the discourse on the nature of and relationship between Design and other disciplines. This paper advocates a new para-disciplinary term for the post-disciplinary state of Design in its contemporary practices, acting as the ‘inter-discipline’ within organisations that are intent on the strategic development of their innovation capacity and potential. The work builds on a synthesis of findings from a longitudinal range of practice-based design research projects undertaken across industry and the third sector over the last four years. Case studies of these projects demonstrate that the involvement of Design has resulted in successive levels of influence leading to the radical transformation of the organisations’ innovation strategies. The implication for the generic aspect of these findings are discussed in terms of inter-disciplinary discourses.

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“…The case study method is especially valuable in its specificity which is relevant in research areas that are new and where secondary resources are limited (Stake, 2005). An intensive review of the "Brand Touchpoint Wheel" as developed by Gloppen (2011) and Lee, Chung and Nam (2013) led to applying it as a heuristic to understand brand curation as part of a chaordic system. In the following sections we look at three examples of creative organizations (Anthropologie, PopInShop and The Painted Bride Art Center) that have incorporated brand curating for strategic goals.…”

Section: Methodsmentioning

confidence: 99%

Curating As a Brand Design Tool in Creative Organizations

Nixon¹,

Pitsaki

Rieple

2014

Econ. Creativa

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Today the role of curating extends beyond the museum field: websites are curated, commercial firms establish functional roles entitled “curator”, and individuals in the creative economy use social media platforms to curate their lives and cultural product as brands. Curating has been extended and elevated today because design has become a more critical and integrative factor in brand development on both the organizational and individual levels (Kennedy, 2012). Curating is one way to manage the brand’s meaning. It is a chaordic system (Hock, 2005; van Einatten, 2001) that situates the complex process of editing, merchandising and documenting the brand’s offering in co-created situations with the customer. Yet, the literature is lacking in explicitly exploring and documenting how curating is used in branding.

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The Strategic Use of Service Design for Leaders in Service Organizations

Abstract: Abstract

Cited by 7 publications

References 23 publications

Service Design as an Approach to Implement the Value Cocreation Perspective in New Service Development

Service Design as an Approach to Implement the Value Cocreation Perspective in New Service Development

The para-disciplinary role of Design transforming innovation in organisations

Curating As a Brand Design Tool in Creative Organizations

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