Driven by the highly cyclical nature of their increasingly commoditised product offerings, many capital goods manufacturers are seeing the benefits of delivering services integrated with their core product offerings. Whilst existing research is almost unanimous in advocating the value of a servitization strategy, understanding how these product-service systems (PSSs) can be developed and delivered remains a significant challenge. The closely related PSS field, which has its heritage in the environmental and social science disciplines, is more mature in this area and a number of models have been proposed. The research reported within this thesis contributes to knowledge by investigating whether the approaches to PSS development, reported within the PSS literature, reflects the PSS development practice of servitized manufacturers. More specifically, soft systems methodology was used to explore the delivery of PSSs within the UK railway industry in order to gain an understanding of the implications for developing new PSSs. With this understanding, the existing approaches to PSS development were evaluated with respect to one servitized manufacturer through an in-depth single case study. The findings highlighted a number of significant differences between the practice of the servitized manufacturer and the literature. A survey was used to investigate whether the differences were generalisable to a larger sample of servitized manufacturers. The findings point towards the simplification of the reported phases within PSS development and the inclusion of a number of previously unreported processes and activities. Based on these results a new model of PSS development is proposed to better reflect the practice of servitized manufacturers. The model, consisting of four phases and seventeen processes, was operationalised in the form of a workbook and tested through application. Applying the workbook resulted in the successful creation of a number of new PSS concepts.

This thesis explores the conditions under which traditional Small and Medium Enterprises (SMEs) can be involved in the design of sustainable Product Service Systems (PSS). The integration between design and Information and Communication Technologies (ICT) in the context of sustainable business development was used to define the space for this exploration. The research was carried out through a case study with a group of Colombian Manufacturing SMEs. As a result of the case study a business framework was developed to guide the design of sustainable PSS. In order to establish the basis of the research a review of the literature on sustainable business development, ICT, design, product service systems and SMEs was carried out. This review brought to light the main features of a sustainable PSS and the challenges associated with its design. These challenges were further investigated in the context of SMEs with a scoping study involving a group of 38 Colombian SMEs. Additionally, 36 PSS already on the market were analysed to identify the possible relationships between design and ICT, and to determine how they could contribute to develop sustainable PSS. The scoping study and the analysis of the 36 PSS gave structure to the case study with a second group of Colombian Manufacturing SMEs. This case study aimed to build understanding of the connection between the characteristics of these SMEs and the main features of a sustainable PSS. As a result of this case study a set of concepts, drivers and barriers to take into account to design sustainable PSS formed the basis of a business framework developed and validated in the final part of the research. The business framework proposed can help to understand the resources and changes needed to develop a sustainable PSS, reducing the uncertainty that it may cause. The integration between product and service design and ICT is used in the framework to outline the areas of opportunity in the design of sustainable PSS. This business framework developed as a result of the research promises to be a helpful tool for organisations working to support the transformation of SMEs toward competitive and sustainable business models using as a basis the integration between product and service design and ICT. Despite the Colombian context the results and outcomes of this research are described in general terms to be applicable in other contexts around the world working with SMEs in the design of sustainable PSS.

Problemformulering: I och med kundens roll i värdeskapandet måste företag få kunskap i hur deras kunder kan involveras, och även utveckla formella processer för det. I och med tjänsternas allt större roll i världen krävs en ständig utveckling av teorier kring området. Forskning kring tjänsteutveckling har vidare mestadels bara har bidragit till det teoretiska området och inte gett något större bidrag till de som faktiskt arbetar med tjänsteutveckling i praktiken i dagsläget. De här aspekterna är några av de faktorer som ledde fram till studiens syfte. Syfte: Syftet med studien är att förstå hur kunder involveras i tjänsteutveckling i praktiken och hur deras roll ser ut i utvecklingsprocessen, samt att undersöka kopplingen mellan tillvägagångssätten i praktiken jämfört med vad som står i teorin. Metod: Studiens metod är av en kvalitativ karaktär med en fallstudiedesign. Tack vare nio stycken semistrukturerade intervjuer med både tjänstedesignbyråer och tjänsteföretag som arbetar med kundinvolvering kunde värdefull data samlas in och ge en förklaring kring ”fallet”. Slutsats: De slutsatser som har kunnat dras utifrån studien är till att börja med att de traditionella tjänsteutvecklingsmodellerna har fasats ut till förmån för designmodeller med iterativa faser. Det visade sig även att en sådan uppdelning av kunder som återfinns i teorin, inte är aktuell i praktiken, utan baseras snarare på behov än egenskaper. Slutligen kunde, förutom de traditionella effekterna av kundinvolvering, en annan typ av effekt identifieras. Nämligen att kundinvolvering kan leda till stora organisationsförändringar på grund av ett nytt kundfokus. / Problem: Given the role of the customer in value creation organizations need knowledge on how their customers can get involved, and develop formal processes to do so. Given services role in today’s world there is a need for continuous research and development in the field. Furthermore, the research surrounding service development has mostly contributed to the theoretical field without much contribution to those who work with service development today. These aspects are part of the reasoning leading up to this studies purpose. Purpose: The purpose of this study is to develop an understanding on how customers are involved in service development in practice and the role of the customer in the development process, as well as examine the practice with the current literature. Method: The study is of a qualitative character with a case study design. Due to nine semi-structured interviews with both service design firms and service businesses both working with customer involvement in their service development processes valuable data could be collected to explain the case. Conclusion: The conclusions that were made from the study is that the traditional service development models have been phased out in favor of design based models with iterative phases. Furthermore, the theoretical classification of a services user is not as widespread in practice, it is more based on the needs of the customer than the customer’s characteristics. Finally, the study could identify that besides the traditional effects of customer involvement, there is an additional effect. Namely, that customer involvement can lead to large organizational changes as a result of a new customer focus.

From the 1990\'s onwards, service science field has experienced a great growth, taking the Marketing academic field as the precursor, next gathering Management and also Engineering academic field. From business tool (i.e., e-commerce), new approaches in service delivery (e.g., IT-based self-service technology such as on-line ticketing and reservation, on-line bank account access, on-line package tracking, and so forth), and new ways of relating to customers (i.e., e-Customer Relationship Management), internet based and IT services prompted researchers to an infusion of Software Engineering concepts and techniques into Service field (MOUSSA; TOUZANI, 2010). The beginning of 2004 was marked by the introduction of the service dominant logic (SDL), advocating a transition from an good-based exchange economy to a service-based one. Also, at the same year, IBM launched a call to action on the Service Science, Management and Engineer (SSME) initiative, pushing service research towards a more formal science field (MAGLIO et al., 2006). Researchers and practitioners are studying and developing ways to consolidate service theories, laws, and principles in order to effectively manage and control service systems in practice. On the other hand, Service Systems are defined as systems with an intense relationship (or collaboration) with the customer. This collaborative relationship characteristic changes the current (good-based) idea of services: from a one way informational channel, to a multiple resource exchange and adaptable process with the costumer. In fact, it changes not only the way service systems are understood, but specially how to design it. In terms of the impact of the service dominant logic on different economic sectors, the impact over manufacturing industry had the attention of several different researchers over the world (AURICH; MANNWEILER; SCHWEITZER, 2010; CAVALIERI; PEZZOTTA, 2012; TOMIYAMA, 2001). The Service Engineering research field then advocate for the incursion of Service Design in manufacturing, changing entirely the current idea of a production chain transformation process from suppliers raw materials inputs until distribution to the final consumer. However, the new perspective on manufacturing services understand services that encompass products, surpassing the notion of a product\'s function design, to reach a receiver\'s state change design. To support adaptation and intense relationship to address customer individual needs, a manufacturing service initiative must be root on technologies that brings more freedom and flexibility into the production process. A production processes for manufacturing services must be formed be a new sophisticated network arrangement supported by internet and combined with intelligent machines. In fact, manufacturing has to be supported to reach the concept of smart (virtual) factories producing smart products. The Product-Service Architecture (or just PSA) was proposed firstly by(SILVA; NOF, 2015) with the objective of answering the needs for a serviceoriented approach to manufacturing industries. As defined by the authors, PSA is a distributed architecture where a service provider is defined as an open set of production unities (which could deliver products, services, or even product/services) that could be independent or commercially connected to the service provider corporation. It is an approach to address the problem of Service Systems from a Design perspective, based on an high-level architecture. The current design approach for PSA is imported from the Service Information Systems, forming a collection of design methods and languages highly connected to object oriented and service-oriented architecture (SOA) approaches. However, to achieve the provider-customer relationship, intense and collaborative, improvements on PSA design approach should be placed in order to allow an internal design that could achieve new solutions that adapt to meet the customer\'s needs. Our main hypothesis is that major problems are on the early phases of the design. Modifying the approaches of the PSA design discipline to approaches more connected to agent-oriented modeling could offer the necessary tools to improve the service design using PSA. Goal-Oriented Requirement Engineering (GORE) emerged as approach very consistent modeling approach strongly based on agent-oriented concepts. Adding the concepts of goals and softgoals to the design process, that could be understood as a high-level stakeholder objectives, it opened a new level of analysis capturing the \"why\" dimensions of the stakeholders(YU, 1997). Following modeling representations to increase agency for the PSA design Discipline, the concept of Intentionality, brought by the GORE method i*, meaning interests and motivation of agents, seems to fit to the objectives of service design. Therefore, we present on this work our proposal for an Intentional PSA Service Design Discipline to support modeling and design for service system that could be even applied to new manufacturing approaches. For the purposes of this work, we understand discipline as a set of rules, involving steps and tools, to achieve a proposed goal. Discipline, as it does not admit a formalism that allows it to be called a method. Therefore, it is a theoretical conceptual proposal that aims practical incursions to demonstrated improvements of the modeling process. Therefore, what we want to demonstrate is that the steps gathered, aligned to a framework improves the quality of the design process. It is not possible to formalize it completely since there is no formal definition of the elements (even for services). It should be noted that the conceptual basis of the intention-based method lies in the preliminary stage of requirements elicitation and analysis, which as we know can not be formalized. We seeks the enrichment of the current PSA design discipline approach with Goal-oriented and Intentional approaches to form a new Service Design Discipline applied for the PSA architecture. / A partir da década de 1990, o campo das ciências de serviço vivenciou um grande crescimento, tendo o Marketing como campo acadêmico precursor, seguido pela área de gestão e logo depois pelo campo acadêmico da engenharia. Desde ferramentas de negócios (ie, comércio eletrônico), passando por novas abordagens na prestação de serviços (por exemplo, tecnologia de autoatendimento baseada em TI, emissão de tickets e reservas on-line, acesso à conta bancária on-line, entre outras), novas formas de relacionar-se com clientes (por exemplo, e-Customer Relationship Management), os serviços baseados na Internet e TI levaram os pesquisadores a uma infusão de conceitos e técnicas relacionadas ã engenharia de software dentro do campo dos serviços (MOUSSA; TOUZANI, 2010). Já o início de 2004 foi marcado pela introdução da lógica dominante de serviço (SDL), defendendo a transição de uma economia de trocas baseadas em bens para uma baseada em serviços. Além disso, no mesmo ano, a IBM lançou um \"call to action\"para uma iniciativa chamada Service Science, Management e Engineer (SSME), provocando uma maior formalização ao campo de pesquisa das ciências de serviço (MAGLIO et al., 2006). Porém, hoje ainda pesquisadores e profissionais estão estudando e desenvolvendo maneiras de consolidar as teorias, leis e princípios das ciências de serviço, a fim de gerenciar e controlar os sistemas de serviços na prática. Por outro lado, os Sistemas de Serviço são definidos como sistemas com uma intensa relação (ou colaboração) com o cliente. Esta característica de relacionamento colaborativo altera a idéia atual de serviços (baseada em bens): de um canal informacional unidirecional, para um intercâmbio de recursos múltiplos através de um processo adaptável com o cliente. Na verdade, esta mudança altera não apenas a forma como os sistemas de serviço são entendidos, mas especialmente como são projetados. Em termos de impacto da lógica dominante de serviço sobre os diferentes setores econômicos, a indústria de manufatura acabou obtendo grande atenção de vários pesquisadores pelo mundo. (AURICH; MANNWEILER; SCHWEITZER, 2010; CAVALIERI; PEZZOTTA, 2012; TOMIYAMA, 2001). O campo de pesquisa de Engenharia de Serviços, que estuda o impacto da lógica de serviços sobre a manufatura, defende então a incursão do Design de Serviço no processo de fabricação, mudando inteiramente a idáia atual de uma cadeia de produção que se iniciava a partir dos insumos e matárias-primas vindas dos fornecedores, passando pela manufatura, atá a sua distribuição ao consumidor final. No entanto, a nova perspectiva sobre serviços de manufatura compreende serviços que englobam os produtos, superando assim a noção do design como projeto da função de um produto, para alcançar a ideia de design como o projeto da mudança de estado de um receptor. Com o objetivo de apoiar a adaptação e o relacionamento intenso em busca de atender às necessidades individuais de cada cliente, uma proposta para um manufatura orientada à serviços deve ter como base tecnologias que trazem mais liberdade e flexibilidade ao processo de produção. Um processo de produção para os serviços de manufatura deve ser, portanto, formado por um novo e sofisticado arranjo em rede conectados à internet, combinando máquinas inteligentes e colaborativas. A manufatura dessa maneira caminhará para uma proposta no qual fábricas inteligentes (virtuais) produz produtos inteligentes. A Arquitetura de Produto-Serviço (ou apenas PSA) foi proposta pela primeira vez por (SILVA; NOF, 2015) com o objetivo de responder às necessidades de uma abordagem orientada a serviços para indústrias de manufatura. Conforme definido pelos autores, o PSA é uma arquitetura distribuída no qual um provedor de serviços é definido como um conjunto aberto de unidades de produção (que poderiam fornecer produtos, serviços ou mesmo produtos / serviços) que poderiam ser independentes ou comercialmente conectados à empresa prestadora de serviços. O PSA é portanto uma abordagem para tratar do problema dos Sistemas de Serviço a partir de uma perspectiva de Design, baseada em uma arquitetura de alto nível. A abordagem de projeto atual para o PSA foi importada de tácnicas vindas dos Sistemas de Informação de Serviço, formando uma coleção de métodos de design e linguagens altamente conectados à abordagens orientadas a objetos e à arquitetura orientada a serviços (SOA). No entanto, para alcançar a relação fornecedor-cliente, intensa e colaborativa, algumas melhorias na abordagem de design utilizando o PSA devem ser feitas a fim de permitir um projeto interno que poderia alcançar novas soluções que se adaptem às necessidades do cliente. Nossa principal hipótese é de que os principais problemas estão concentrados nas fases iniciais do design. Por tanto, é necessário realizar modificações na disciplina de design atual do PSA em busca de abordagens mais conectadas à modelagem orientada à agentes que poderia oferecer as ferramentas necessárias para tal alteração. A Engenharia de Requisitos Orientada para o Objetivo (GORE), portanto, surge como uma candidata importante dado que é uma abordagem de modelagem muito consistente e também fortemente baseada em conceitos orientados a agentes. Esta adiciona conceitos como goals e softgoals, que podem ser entendidos como uma representação alto nível dos interesse dos stakeholders. Assim, permitindo um novo espaço de análise capturado através da dimensão dos \"porquês\"dos stakeholders (YU, 1997). Seguindo as representações de modelagem que buscam aumentar a agência com foco para uma possível aplicação na disciplina de design do PSA, o conceito de Intencionalidade, trazido pelo método GORE i*, que representa os interesses e motivação dos agentes, parece ajustar-se aos objetivos do design de serviço. Portanto, apresentamos neste trabalho a nossa proposta para uma Disciplina Intencional para o Design de Serviço usando o PSA para apoiar a modelagem e o design de sistema de serviço que poderiam ser aplicados até mesmo em conjunto com novas abordagens para manufatura. Para os fins desse trabalho, entendemos disciplina como um conjunto de regras, um código de conduta, envolvendo etapas e ferramentas, para alcançar um objetivo proposto. Discilpina, pois esta não admite formalismo que permita chamá-la de método. Portanto trata-se de uma proposta de base teórica conceitual que visa a incursão prática demonstrada pela melhoria do processo de modelagem. Logo, o que se quer demonstrar é que a reunião de passos, alinhado a um framework melhora a qualidade do pocesso. Não é possível formalizar completamente este método já que não há uma definição formal dos elementos (e nem mesmo de serviços). Note-se que ainda que a base conceitual do método baseado em intenções se encontra na fase preliminar da eliciação e análise de requisitos, que como se sabe não pode ser formalizada. Buscamos portanto o enriquecimento da atual abordagem de disciplina de projeto usando PSA com abordagens orientadas por objetivos e intencionais para formar uma nova disciplina de design de serviços aplicada para a arquitetura PSA.

Jewellery as a tool in the identification of the deceased is increasingly referenced within the scientific process of Forensic Human Identification (FHI). Jewellery’s prevalence in society, connection to both place and geographic region, potential to corroborate primary methods of identification (such as DNA, fingerprinting, or odontology), and robust physical form, means it progressively contributes to practices surrounding identification in a number of forensic fields. Physical marks or characteristics such as hallmarks or serial numbers, personal inscriptions or engravings, representational symbols (such as medals, badges of office, religious iconography or military insignia), and genealogical or gemmological markings, may also prove useful in informing investigators much about a piece - and potentially - the individual to whom it may have belonged. Despite this, jewellery is an approach to establishing human identity that has yet to be explicitly investigated from the perspective of either forensic science or jewellery design. The aim of this research has been to explore the potential of jewellery and highlight its significance within this context, through employing the processes and approaches of design. Informed by my own background in both jewellery and service design; I sought to co-design the interdisciplinary proposition of Forensic Jewellery as an extension of my own personal design practice, in addition to a broader hybrid methodology through which the dualistic perspective(s) of both forensic science and jewellery design may come to be mutually explored. By centring my methodology upon my practice, the research serves to document and reflect upon my auto-ethnographic experiences in inadvertently ‘prototyping’ my emergent new role as a Forensic Jeweller – a jewellery designer engaged within, or whose work pertains to, the field of forensic science. Through a range of forensic-based fieldwork, I sought to immerse myself within various communities of forensic practice by way of considering how a design practitioner may come to add value to this otherwise polarised field - a highly subjective and interpretive framework that has remained wholly unconsidered within forensic science. In simultaneously considering the impact of the perspective of forensics upon the broader field of jewellery design, I came to capture some of the otherwise restricted narratives of Forensic Jewellery emerging from the developing research context through a series of theoretically-informed design ‘reconstructions’: objects, concepts, and scenarios (representational, propositional, and metaphorical); educational material, and series of public engagement activities. The research thus culminates in a unique portfolio of practice – written, conceptual, and visual – with relevance to both forensic science and jewellery design history, theory, and practice. Original contributions to knowledge are demonstrated through the direct study of jewellery within real-world forensic settings through combined theory and practice, while the theoretical and conceptual debates surrounding identity, death, and the human body present within the field of jewellery design are simultaneously extended through the inclusion of forensics as a perspective. The research additionally demonstrates how the visual and tangible sensibilities of design can help to attend to otherwise challenging, emotional, or difficult subjects, capture and communicate tacit knowledge or anecdotal evidence, and ultimately contribute to the development of new and emergent research contexts.

Submitted by Silvana Teresinha Dornelles Studzinski (sstudzinski) on 2015-10-27T12:52:24Z No. of bitstreams: 1 DANIELA PONTES_.pdf: 14717459 bytes, checksum: 91de3950d6494ad8a2888c856b6da91f (MD5) / Made available in DSpace on 2015-10-27T12:52:24Z (GMT). No. of bitstreams: 1 DANIELA PONTES_.pdf: 14717459 bytes, checksum: 91de3950d6494ad8a2888c856b6da91f (MD5) Previous issue date: 2012-06-29 / Nenhuma / A globalização apresenta-se como um processo influenciador das dinâmicas sociais, alterando a ordem de um contexto previsível e estático até então estabelecido, para um cenário dinâmico, fluido e de complexidade sem precedentes. Na sociedade contemporânea, a importância do setor de serviços é crescente, respondendo por grande parte da economia dos países, tornado assim esse mercado cada vez mais competitivo. Acompanhar as constantes mudanças no setor e o nível de exigência dos consumidores traz a necessidade de uma prática de projetação de serviços mais adequada ao atual contexto. A discussão é estabelecida a partir do entendimento de que o desenvolvimento de serviços inovadores pode ser obtido através de projetos orientados pelo design. Assim, este estudo delimita-se em, a partir de um olhar do Design Estratégico, contextualizar e avaliar a aplicação das ferramentas da disciplina de design de serviços no desenvolvimento de novos serviços hospitalares. A metodologia utilizada no estudo é constituída por revisão bibliográfica e estudo exploratório a partir de uma pesquisa ação, contemplada por meio da aplicação metodológica em um caso piloto. Teve-se como premissa que, ao explorar caminhos apontados por autores de design estratégico e design de serviços, através da exploração de seus conceitos e utilização das suas metodologias e ferramentas, fosse possível ter uma perspectiva projetual mais adequada, capaz de criar experiências diferenciadas, alcançando uma abordagem de serviços mais centrada nos usuários. Os resultados apontam que serviços projetados por essa lógica apresentam resultados diferenciados, e que sua implementação interfere e afeta a estrutura organizacional vigente. / Globalization presents itself as a process of influencing social dynamics, changing the order of a predictable and static context previously established to a dynamic scenario, of unprecedented fluidity and complexity. In contemporary society, the importance of the service sector is growing, accounting for much of the economy of countries, which make this an increasingly competitive market. Keeping pace with continuing changes in the sector and the level of consumer demand bring the need of a practice of design services best suited to the current context. The discussion is established based on the understanding that the development of innovative services can be obtained through projects oriented by service design. From the perspective of Strategic Design, this study consists of contextualize and evaluate the application of the tools of the discipline of service design in the development of new hospital services. The methodology of this study consists in bibliographic review and exploratory study based on research action, contemplated by the methodological application in a pilot case. The premise of this study was that, by exploring ways pointed out by authors of strategic design and service design, and exploring their concepts and use of methodologies and tools, it would be possible to have a more appropriate project perspective, able to create unique experiences, achieving a service approach more focused on the users. The results show that services designed from this logic have different results, and that its implementation interferes and affects the current organizational structure

Darbo aktualumas. 70% pasaulinio BVP sukuriama paslaugų sektoriuje, todėl atkreipiamas dėmesys į netechnologines inovacijas, kurios gali pasireikšti per verslo modelių pokyčius, geresnį dizaino ir procesų organizavimą. Paslaugų ekonomikos augimas buvo paspartintas informacijos amžiaus pokyčių, kurie atvėrė naujas galimybes, todėl paslaugų inovacijos ir paslaugų dizainas sulaukia vis daugiau dėmesio. Darbo tikslas. Nustatyti paslaugų dizaino taikymo galimybes ir praktiką skirtinguose sektoriuose ir pateikti galimų sprendimų bei įrankių rinkinius. Darbo uždaviniai: 1. Ištyrinėti paslaugų dizaino istorines aplinkybes, siekiant pateikti koncentuotą informaciją, padedančią suprasti paslaugų dizaino ištakas. 2. Išnagrinėti dizaino vadybos ir paslaugų dizaino sąsajas, atskleidžiant veiklos principų tapatumą. 3. Išnagrinėti paslaugų dizaino praktikoje naudojamus metodus ir specifinius įrankius, siekiant išsiaiškinti paslaugų dizaino proceso principus. 4. Išnagrinėti paslaugų dizaino praktikos atvejus užsienyje, siekiant išryškinti paslaugų dizaino teikiamą konkurencingumo potencialą. 5. Praktiškai išbandyti paslaugų dizaino metodus kūrybinių pratybų metu, norint realiai patikrinti paslaugų dizaino veiksmingumą. Darbe taikyti metodai. Kompleksiškai taikyti kiekybiniai ir kokybiniai, teoriniai bei empiriniai tyrimų metodai: literatūros ir empirinių tyrimų duomenų rinkimas, sisteminimas ir analizė; teorinių modelių, dokumentų ir empirinių faktų analizė, interviu, stebėjimas, atvejo... [toliau žr. visą tekstą] / Relevance of the work. 70% of the world’s GDP is created in service sector, thus attention is drawn to non-technological innovations that may manifest in the changes of business models, better design and process organization. The development of service economy was accelerated by the changes of the Information age, which created new opportunities and consequently, service innovation and service design attracts more attention. Aim of the work. To identify the application and practice opportunities of service design in different sectors and offer possible solutions as well as sets of tools. Work tasks: 1. To investigate the historical circumstances of service design in order to present concentrated information, which helps to perceive the origins of service design. 2. To investigate the connections between design management and service design revealing the sameness of the operating principles. 3. To investigate the methods and specific tools applied in the practice of service design in order to find out the principles of service design process. 4. To investigate the cases of service design practice abroad in order to emphasize the potential for competitiveness provided by service design. 5. To test service design methods during workshops in practice so that the real effectiveness of service design could be verified. Methodology. Quantitative and qualitative, theoretical and empirical research methods were complexly applied: literary and empirical research data were... [to full text]

To a rapidly increasing degree, traditional organizational structures evolve in large parts of the world towards online business using modern Information and Communication Technology (ICT) capabilities. For efficient applications of inter-organizational information systems, the alignment between business and ICT is a key factor. In this context, business analysis using business modelling can be regarded as a first step in designing economically sustainable e-business solutions. This thesis examines how business modeling can be used to improve e-business design. We examine how business stakeholder intentions and different objectives of business collaborations can be used to obtain an explorative business model that can be used as a basis for designing e-business solutions. The thesis proposes a set of artifacts for business modeling and e-service design. In regard to business modeling, we propose methods that consider internal aspects such as strategic intentions of actors and external aspects such as business collaborations among them. Considering stakeholder intentions, we introduce a method to design business models based on goal models. A set of templates for designing goal models and a set of transformation rules to obtain business models based on goal models are proposed. To further improve business models considering business collaborations, we suggest a classification of business transactions that considers underlying business objectives of business collaborations. Utilizing the suggested business transactions, we then propose a method to improve business modeling. Finally, we propose a method for designing e-services using business models. The methods suggested support business modelers as well as process and services designers in executing their tasks effectively. The methods have been assessed through applications in two cases.

Dans une société où l’économie des services est en croissance, le design de services innovants revêt une importance cruciale. Mais comment la valeur de ces services est-elle conçue ?
La thèse interroge la manière dont s’élabore la valeur immatérielle et expérientielle des services innovants et plus particulièrement le rôle des représentations visuelles pour rendre présent un service qui n’existe pas encore. Elle vise pour cela à répondre à deux questions de recherche : Quelles sont les différentes épreuves de valuation qui structurent le processus de conception de services ?
Quels sont les rôles des représentations, en tant que valuation devices, dans ces épreuves ? Le travail repose sur l’étude de deux cas complémentaires de design de service : un terrain pédagogique et un terrain industriel. Adoptant une approche en termes de valuation, nous considérons le processus de conception de services comme un processus collectif où se jouent des conflits, des dynamiques d’intéressement et des compromis sur la valeur du service futur, que nous proposons de modéliser. Notre modèle montre que la valeur des services s’élabore au cours d’un processus de valuation collective qui s’explicite et se résout dans des épreuves de valuation caractérisées par quatre éléments : les objets et les registres des valuations, les acteurs en interaction et les opérations de valuation effectuées. Nous montrons comment, dans ces épreuves, les représentations viennent supporter, stimuler et, parfois, entraver le travail collectif sur la valeur effectué par les acteurs. Nous soulignons à quel point leurs caractéristiques matérielles ont des effets sur les épreuves de valuation (notamment en termes de types, de finition, de vraisemblance et d’équipement). Ces différentes observations nous conduisent à proposer deux régimes de travail collectif sur la valeur : un régime de convergence caractérisé par l’alignement des valuations des acteurs où les représentations constituent des catalyseurs de valeur ; un régime de démonstration, marqué par l’enrôlement de nouveaux acteurs où les représentations constituent des démonstrateurs de valeur. Nos résultats permettent de modéliser le travail sur la valeur en montrant que c’est par et dans ces épreuves, autour et dans les représentations visuelles que s’élaborent et s’éprouvent à la vois la valeur multiple, immatérielle et expérientielle du service futur et le réseau d’acteurs qui le portent. Ce modèle vient enrichir le champ du design de services et du rôle des représentations dans la conception. Il souligne en outre le rôle critique et stratégique des représentations dans la création de valeur des services et fournit des clés de compréhension et de pratiques aux designers et managers de l’innovation de services. / In our growing service economy, designing innovative services is critical. But how is the value of innovative services designed? Our thesis questions how the immaterial and experiential value of innovative services is shaped, and especially the role of visual representations in making present a service that doesn’t exist yet. We aim at answering two research questions: what are the different valuation tests that structure the service design process ? What are the different roles of visual representations, as valuation devices, in those valuation tests? Our study is based on two complementary case studies of service design projects : the first one is a pedagogical case, the second one is an industrial case. We adopt an approach in terms of valuation and consider the service design process as a collective process, in which actors express conflicts and elaborate compromises on the value of future servicesOur model shows that the value of services is shaped through a collective valuation process that is structured by valuation tests. Those valuation tests are characterized by four dimensions : the objects and registers of valuations, the actors interacting and the valuation operations performed. We show how representations support, stimulate and, sometimes, hinder the collective work on value. We highlight how their material characteristics have an impact on the valuation tests (in particular with regard to their types, their level of polishing, their level of verisimilitude and their equipment). These observations lead us to suggest two types of collective work on value: a convergence one, in which actors align their valuations and in which representations are value catalysts ; a demonstration one, in which actors try to enroll new actors in the network and in which representations are value demonstrators. Our results allow us to model the work on the value of future services: they show how this value is shaped by and in valuation test, in which visual representations are both tools for constructing the value of future services and the tools that support the actors’ social and political interactions on this value. Our model thus contributes to a better understanding of service design and of the role of visual representations in the design process. We highlight the critical and strategic part of visual representations in the value creation of services. Hence, we provide services designers and service innovation managers with keys for understanding and practicing service innovation.

This thesis presents new theories and creative techniques for exploring ‘designing for home happiness'. Set in the context of a primarily unsustainable and unhappy world, home is understood as a facilitator of current lifestyle practices that could also support long-term happiness activities, shown to promote more sustainable behaviour. It has yet to be examined extensively from a happiness perspective and many homes lack opportunities for meaningful endeavours. Service Design, an approach that supports positive interactions, shows potential in facilitating ‘designing for home happiness' but its tools are generally employed for visualising new systems/services or issues within existing ones instead of exploring related subjectivity. Art therapy techniques, historically used for expressing felt experiences, present applicable methods for investigating such subjective moments and shaping design opportunities for home happiness but have yet to be trialled in a design research context. This thesis therefore explores how Art Therapy and Service Design can be used successfully for ‘designing for home happiness'. A first study proposes photo elicitation as a creative method to explore, with participants from UK family households, several significant home happiness needs. Subsequently, art therapy techniques are proposed in Study 2 through two bespoke Happy-Home Workshops. This gives way to the Home Happiness Theory and Designing for Home Happiness Theory, which enable designers to design for home happiness. The Designing for Home Happiness Framework emerges from these studies proposing a new design creative method delivered through a workshop with specialised design tools and accompanying process for creating home happiness designs (i.e. services, product-service-systems). Through two Main Studies the framework is tested and validated with design experts in two different contexts, Loughborough (UK) and Limerick (Ireland), confirming its suitability and transferability in ‘designing for home happiness'. Resulting concepts support collective home happiness and social innovations by facilitating appropriate social contexts for their development. Overall, this research is the first to combine art therapy techniques with service design methods, offering original theories and approaches for ‘designing for home happiness' within Service Design and for social innovation. Collectively, this research delivers new creative methods for service designers, social innovators and designers more generally to investigate and support happier experiences within and outside the home for a more sustainable future.