Using collaborative reflection in service design research

Abstract

Recently, there has been increased attention to how service design can influence the behaviour of people and therefore has the potential to change communities and organizations. This transformative role of service design in changing people’s mind-sets is being explored by design practitioners and a shift can be seen from designers in the role of consultants to the role of facilitators. Instead of providing solutions to problems, designers have started to provide tools to guide organizations towards solutions that are co-created by stakeholders and customers. In this paper, we describe how applying reflective practices during service design research can initiate a mind-set change in an organization. We present a case study in which we explore how collaborative reflection can bring people together during service design research and create mutual understanding.