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
Biography
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.
