This paper explores a key friction in service delivery that is inherent in forms – the ubiquitous and seemingly...
Tag: service design
Navigating Frictions in Civic Tech
Civic tech is a growing field and an increasingly critical space for service delivery and participation in public...
Career Pivots: Service Design
Presenters Shelley Evanson is a Managing Director at Song. Previously she held many leadership roles in research,...
Designing and Envisioning a More Resilient Social System: How to Start from What’s Good to Create Something Better in Public Services
Segurança Social (Portugal’s Social Security System) offers multiple service channels to the people. However, they were not perceived as a whole because the assistance was not standard, depending on the channel...
Designing for Dynamics of Agency in NYC Homeless Shelters
Public sector innovation (PSI) is an emerging multidisciplinary field that is attracting practitioners from a wide range of sectors and industries, with a correspondingly broad set of skills and experience. PSI aims to significantly improve the services that a government has the responsibility to...
Toward Donut-Centered Design: A Design Research Toolkit for the 21st Century
The social and ecological challenges of the 21st century require a design research process that contributes to viable economic solutions. This paper proposes donut centered design as a hybrid of service design and ecological design that works within the donut economic model. It describes how...
Designing Good Jobs: Participatory Ethnography and Prototyping in Service-oriented Work Ecosystems
Three service design projects, in hospitality, finance, and health care, highlight how to design for agency in the workplace, including the implementation of automated and data-driven tools. Inspired by Tacchi, Slater, and Hearn's work on ethnographic action research, Amartya Sen's capabilities...
Mattresses & Moneyboxes: Cultural Affordances for Microfinance in Jordan
*Apologies for the poor sound quality. We're working on it and hope to have an improved version available soon. Case Study—This case study will present how a multicultural and multidisciplinary team from EPAM Continuum, the global innovation design firm, gathered, analyzed, and presented back...
Getting from Vision to Reality: How Ethnography and Prototyping Can Solve Late-Stage Design Challenges
Cast Study—In 2014, Kaiser Permanente began implementing a next-generation medical office model that reimagines the outpatient care experience, combining new architecture, workflow, and technology to create a more convenient experience for patients and a connected, efficient experience for staff...
Automating Inequality
Virginia Eubanks is an Associate Professor of Political Science at the University at Albany, SUNY. Her most recent book is Automating Inequality: How High-Tech Tools Profile, Police, and Punish the Poor, which dana boyd calls “the first [book] that I’ve read that really pulls you into the world of...