Service design has established itself as a practice that enables industries to design and deliver their services with a human-centred approach. It creates a contextual and cultural understanding that offers opportunities for new service solutions, improving the user experience and customer satisfaction.
With contributions from leading names in the field of service design from both academia and international, professional practice, An Introduction to Industrial Service Design is engaging yet practical and accessible.
Case studies from leading companies such as ABB, Autodesk, Kone and Volkswagen enable readers to connect academic research with practical company applications, helping them to understand the basic processes and essential concepts. This book illustrates the role of the service designer in an industrial company, and highlights not only the value of customer experience, but also the value of employee experience in creating competitive services and value propositions. This human-centred approach brings about new innovations.
This book will be of benefit to engineers, designers, businesses and communication experts working in industry, as well as to students who are interested in service development.
Table of Contents
Part I Introduction to Industrial Service Design: What is industrial service design? 1. Introduction to Industrial Service Design (Satu Miettinen) Part II Industrial Service Design in Practice: Sharing industrial service design case studies 2. Customer Experience and Service Employee Experience: Two Sides of the Same Coin (Kirsikka Vaajakallio, Tuuli Mattelmäki, Virpi Roto and Yichen Lu) 3. Applications of Service Design in the Software Industry: Service design practices of understanding, mapping and collaborating through Autodesk (Pelin Arslan) 4. Materialising Contexts Through Design for Service Narratives (Katarina Wetter Edman) 5. Service Design at Scale (Bernadette Geuy) 6. Industrial Service Design in China (Bo Gao and Gabriele Tempesta) Part III Hands-On Industrial Service Design: Designers talking about industrial service design 7. New Eyes on Value Creation: Case study: Tetra Pak (Marcus Gabrielsson and Malin Orebäck) 8. Service Innovation at Volkswagen: Putting services into the core of the business (Marianna Recchia and Julia Kleeberger) 9. Facilitating Corporate Partnerships (Katrine Rau) 10. Co-Design of Change: Why changing what people do should be the key ingredient in service design (Reima Rönnholm) 11. Introducing Design Thinking to Large, Technology-Oriented Companies (Marjukka Mäkelä) 12. How Service Design Thinking Empowers the Evolution of Corporate Human Resources (Arne van Oosterom, Michal Steckiw and Adolfo Martini) Part IV Tools for Industrial Service Design: Service design tools for industry 13. A Heuristic to Increase the Innovativeness Potential of Groups (Maurício Manhães) 14. What Happens Before Service Design? (Paula Bello) 15
Satu Miettinen is a Professor at the University of Lapland, Finland. She has been a Visiting Professor at the Centre for Design Research, Stanford University, USA, School for Design and Innovation, Tongji University, China, and the Centre for Aesthetics in Practice, Trento University, Italy. Satu has been working in service design research for several years and has authored a number of books, including Designing Services with Innovative Methods.