Idag skiftar industrin sitt fokus från att producera fysiska produkter till att utveckla tjänster. En ökande konkurrens på marknaden gör att företag måste använda effektiva utvecklingsprocesser för att snabbt lansera tjänster av hög kvalitet. Tjänster definieras ofta utifrån deras immateriella karaktär vilket komplicerar mätning av kvalitet. För att bestämma kvalitet kan fysiska produkter kontrolleras mot en kravspecifikation genom att testas och mätas. Tjänster däremot utgår ifrån hur väl de uppfyller kundernas och användarnas behov. För att öka tjänsters kvalitet är det viktigt att förstå kunderna och användarna och i praktiken blir det allt vanligare att involvera dem i utvecklingen. Tjänster har nyligen fått stor uppmärksamhet i industrin och i forskningen och den allmänna beskrivningen av tjänster omfattar många olika ämnesområden. Detta innebär att det inte finns en entydig definition av vad en tjänst är och det saknas en vedertagen tjänsteutvecklingsprocess som möjliggör involvering av användarna. Vidare efterfrågar forskningen studier i hur kund- och användarinvolvering bör ingå i utvecklingen av tjänster, speciellt i ett tidigare skede, och hur det påverkar tjänsters resultat. Utifrån en litteraturstudie har denna studie föreslagit en process för att involvera centrala intressenter, till exempel kunder, användare och interna intressenter, i utvecklingen av tjänster. Processen implementerades sedan i ett praktikfall där examensarbetet samarbetspartner, ett mindre IT-företag, gett i uppdrag att utveckla ett koncept av en friskvårdstjänst. Praktikfallet omfattade endast de första delarna i utvecklingen där exempelvis teknisk utveckling och lansering inte ingick. Efter att processen implementerats levererades ett färdigt koncept till samarbetspartnern och en ny justerad process presenterades baserad på analyser från empirin. Denna studie styrker dagens forskning genom att påvisa att kund- och användarinvolvering i tjänsteutvecklingen kan bidra till en effektiv process, tjänster av hög kvalitet, en ökad kundlojalitet till företaget och en ökad marknadsacceptans. Däremot är det avgörande att involveringen sker på rätt sätt med rätt intressenter. Innan utvecklingen bör syftet med intressenternas involvering definieras omsorgsfullt så att involveringsmomenten kan anpassas därefter. Efter att syftet med intressenternas involvering bestämts kan processen från denna studie med fördel implementeras i all tjänsteutveckling. Sökord: tjänsteutveckling, tjänstedesign, kundinvolvering, användarinvolvering, process / Today the industry is shifting focus from producing goods to developing services. With increasing competition on the service market companies need to establish efficient development processes to quickly launch services of high quality. Services are often defined in terms of its intangible nature, which complicates the measurement of quality. Goods can be physically tested and measured to be checked against a requirement specification. On the other hand, quality in services is based on how well they meet customer and user needs. To gain quality the understanding of customers and users is crucial and in practice it is becoming increasingly common to involve customers and users in the service development. Services have recently gained attention within the industry and research. Furthermore, the general description of services includes a variety of subject areas. Because of this there is no established definition of what a service actually is and the research lack recognized processes for its development. In addition, the research request studies on how customer and user involvement should be part of the development of services, especially in the early stages, and how it affects the services’ results. Based on a literature study, this thesis has proposed a process for involving key stakeholders, including customers and users, in the development of services. The process was then implemented in a case where a small IT company commissioned to develop a concept of a wellness service. The case comprised only the first stages of the full development where, for example, technical design and launch was not included. After the process was implemented, a final concept was delivered to the business partner and a new adjusted process was presented based on the analysis of the empirical data. This study verifies today's research by demonstrating that customer and user involvement in service development can contribute to an efficient process, quality, increased customer loyalty to the company and a greater market acceptance. However, it is crucial that the right stakeholders are involved according to a purpose. Before the development, the purpose of the stakeholder involvement must be defined carefully so that activities can be designed accordingly. After this, the adjusted process presented in this study can advantageously be implemented in any service development. Keywords: Service development, Service design, Customer involvement, User involvement, Process

This thesis project addresses the obsolescence of technology through the lens of accessibility to public services. It explores the processes by which electronic devices age in regards to a technological normativity that marginalizes owners of obsolete devices. My research focuses on two main questions: How might we enable owners of non-smart phones to have access to public services that have been digitalized? How might we design public services’ infrastructure in a way that challenges the obsoletion processes of technological devices?  The research is based upon a critical analysis of the term ‘obsolescence’, low-tech approaches and studies that examine the accessibility of technology. This work is based on the study of the digitalization of public services in Sweden, with specific attention to public transportation and to the electronic identification technology which enables access to various essential public services. I present the exploration of these services through the lens of obsolescence and encounter with users of obsolete devices. This leads to the design of two prototypes that propose ways of integrating obsolete devices’ users in the existing digitalized Swedish infrastructures, followed by their analysis. The designs seek to take a critical stand on technological progress as it is understood in the technology industry and propose ways of reimagining the digitalization of public services while taking into account the obsoletion processes they foster. Overall, I argue for design for obsolete devices as a way of caring for groups that are put aside during technological innovation processes. I propose ways of ‘circuit bending’ public services’ infrastructures in a way that is more hospitable to obsolete devices.

This paper describes a research through design project for reducing student’s food waste in a Swedish high school canteen. It was found that the design outcome is influenced by how a designer approaches the chosen problem space of sustainability. Building only on the existing perspectives of eco-feedback technologies and persuasive frameworks within interaction design, immensely constrains the role interaction design could take in working with sustainability issues. The complexities of sustainability related problems should be seen as a rich opportunity space to approach by design. Ethnographic research methods should be used when designing for sustainability. Found strengths of interaction design within design for sustainability were the data measurement of consumption and change. Together with the communication possibilities of digital and connected devices. The design outcome became a digital tool for kitchen staff to use when evaluating the lunch menu. The research also led to four suggestions for future design projects.

The purpose of this thesis is to explore the design of a digital communication tool for caregiver-patient communication with language barriers. This is done through a case study at Worldish, a company that develops a digital communication tool named Helen. An iterative service design approach is used in the case study to understand enablers and complicators for usage of a digital communication tool in care consultations with language barriers. Also, for investigating how the design of such tool better can be adapted to fit the service process of a care consultation. The case study is divided into phases where the first two, phase A and B, investigates the care consultation process with and without language barriers as well as how a digital communication tool is used in this process. These phases results in several insights about what in the care consultation process with language barriers that enable and complicates the usage of a digital communication tool. In total, this thesis identifies four enabling factors and six complicating factors for usage of a digital communication tool in the care consultation process. In the third and fourth phase, phase C and D, two design-iterations are conducted where design ideas are ideated, prototyped and tested with users. These phases results in design features and insights connected to how the design of a digital communication tool can better be adapted to the service process. In total this thesis identifies six guidelines that serves as inspiration for someone who wants to create or adapt the design of a digital communication tool to the service process in a care consultation with language barriers.

Peer-to-peer (P2P) carsharing services offer a promising strategy for sustainable mobility, yet their uptake in Sweden has been slower than anticipated, particularly among car owners functioning as service providers. This study seeks to address this gap in understanding by examining the factors influencing these car owners' decisions to participate in P2P carsharing services. Using the Fogg Behavior Model (FBM) as a theoretical framework, 13 semi-structured interviews were conducted with both active and inactive users. Findings reveal that financial incentives, trust, and the potential to contribute to environmental sustainability motivate participation, while concerns about vehicle damage, liability issues, and perceived low demand present barriers. These insights can guide the development of digital services to better address these factors, potentially stimulating broader participation. Future research, drawing on the FBM, could focus on designing effective triggers based on these identified motivators and barriers. Despite the potential limitation of the small sample size impacting generalizability, the study offers valuable implications for service designers  aiming to boost the adoption of P2P carsharing services in Sweden to achieve the country's emission reduction targets.

Sweden has a high rate of unintended pregnancies (UP) despite being a rather open society regarding sexual health education. New technology provides new possibilities to improve access by providing contraceptive consultations online, but will that lower the rate of UP? Very few studies have been done on the people working with the young women to find out what can be done to improve the quality of the contraceptive counseling. That is why this study involved two midwives practicing at a youth center at an early stage of the design process. Cultural Probes was used as method to better understand what needs midwives experience in their daily work. Three key findings stating the needs of the midwives were knowledge, missed appointments and trust. In addition, a service evaluation was done to investigate when and how midwives and young women interact. Making the contraceptive consultations available online with a digital care provider would make it more accessible for the young women and the results of this study do not contradict that hypothesis. However, availability is not the sole influencing factor on contraceptive usage. This study shows that encouragement for young women to seek general knowledge and information about contraceptives prior to the consultation is an important factor in order to improve the quality of contraceptive counselling. / Trots Sveriges relativt öppna samhälle gällande sex och sexualundervisning så har vi en väldigt hög frekvens av oönskade graviditeter. Ny teknik möjliggör att hålla preventivmedel konsultationer online vilket leder bättre tillgänglighet, men frågan är om det räcker för att sänka frekvensen oönskade graviditeter? Väldigt få studier har gjort på barnmorskorna som jobbar med de unga kvinnorna för att får reda på vad mer som kan göras för att höja kvaliteten på preventivmedelsrådgivningen. Därför har denna studie, i ett tidigt stadie av designprocessen, involverat två barnmorskor praktiserande på en ungdomsmottagning. Cultural Probes användes som metod för att bättre förstå vilka behov barnmorskor upplever i deras dagliga arbete. Det främsta resultatet summeras i tre teman: kunskap, missade besök och förtroende. Dessutom utfördes en serviceutvärdering av hela kundresan för att ta reda på när och hur barnmorskor och unga kvinnor interagerar. Genom att möjliggöra preventivmedelsrådgivning online genom digital vård så skulle tillgängligheten förbättras för de unga kvinnorna och denna hypotes är inget som denna studie motsätter sig. Men tillgänglighet är inte den enda faktorn som påverkar användandet av preventivmedel. Denna studie visar att uppmuntran till att få unga kvinnor att söka kunskap och information om preventivmedel innan själva besöket är en viktig del som skulle kunna förbättra kvaliteten på preventivmedelsrådgivningen

VR är en simulerad upplevelse genom bilder, ljud och andra sensorer som simulerar enanvändares fysiska och mentala närvaro i en virtuell värld. Förutom att användas till spel kanVR ge nya möjligheter inom arbetslivet. Syftet med undersökningen är att ta fram nya sätt förstadsplanerare att jobba med hjälp av VR. I undersökningen vill vi besvara följandefrågeställningar: “Hur kan VR mediet användas för designprocessen inom stadsplanering?”och ”Upplevs en VR applikation som ett möjligt substitut eller tillägg för designprocessen istadsplanerares arbete?”. I undersökningen har vi arbetat med VR genom att skapa enapplikation där användaren befinner sig i en virtuell värld som grundar sig i traditionellaarbetssätt för stadsplanering. Arbetet har följt principer för tjänstedesign. Vi har haftintervjuer med tre stadsplanerare med olika erfarenheter som vi intervjuade vid två olikatillfällen. Första intervjun gav oss insikt i hur de jobbar och vad de skulle behöva i derasdesignprocess. Därefter hade vi en andra intervju efter gestaltningen blev klar för att ta framundersökningens resultat på hur stadsplanerare skulle kunna använda mediet VR inomdesignprocess för stadsplanerare. Resultatet på de senare intervjuerna pekade på att det fannspotential med gestaltningen vi hade tagit fram för att de skulle kunna använda det i derasdesignprocess. Informanterna kom med många förslag om hur och vad som skulle behövas iVR-applikationen för att det skulle kunna tänkas användas i stadsplanering, samt specifikaförbättringsförslag för den aktuella gestaltningen. / VR is a simulated experience through images, sounds and other sensors that simulate a user'sphysical and mental presence in a virtual world. In addition to being used for games, VR canprovide new opportunities in working life. The purpose of the study was to develop new waysfor city planners to work with the support of VR. In the study, we wanted to answer thefollowing questions: "How can the VR medium be used for the design process in cityplanning?" and "Can a VR application be perceived as a possible substitute or addition to thedesign process in city planners' work?". In the survey, we have worked with VR by creatingan application where the user is in a virtual world based on traditional working methods forurban planning. The work has followed principles for service design. We have had interviewswith three city planners with different experiences that we interviewed on two differentoccasions. The first interview gave us insight into how they work and what they would needin their design process. The second interview was performed after the design of the prototypewas completed, to provide the results on how city planners could use the medium VR in theirdesign process. The results of the second round of interviews indicated that there waspotential with the design we had developed as a tool in their design process. The informantscame up with many suggestions on how and what would be needed in the VR application tomake it a useful tool in city planning, as well as specific improvement proposals for thecurrent design.

“Good quality, local healthcare – A primary care reform (SOU 2018:39) was used as a contextual frame in this study with the aim of identifying spaces where patients, next of kin and healthcare personnel, through the use of design, can be supported in developing more collaborative ways of working in the two northernmost regions in Sweden. Qualitative methods such as semi structured interviews and workshops were conducted together with multimorbid patients, their next of kin and healthcare personnel. The data was analyzed using grounded theory. A key insight pointed towards a gap between care providers. The findings in relation to the reform suggested further exploration and so, through the use of design, lo- fi prototypes have been developed to support collaboration within certain spaces identified in the qualitative data. The prototypes are made to act as scaffoldings for conversations in multistakeholder settings.

This thesis presents a preliminary design of a demand forecasting service using a service design approach. The service aims to provide a better user experience when forecasting demands for the Operational Managers (OM) in an online food-delivery platform. Based on the internal user interviews, demand forecasting is essential to plan the right yet efficient balance between order demand and delivery supply. However, some limitations were discovered in the existing process that creates unnecessary manual work, and therefore less time productivity. This thesis explores whether to create a better digital and centralized forecasting service and can be introduced to reduce the manual tasks as much as possible using Machine Learning models. The research methodologies used in this thesis are the user-centric design methods, for example, semi-structured interviews, Affinity diagrams, Stakeholder Mapping, Persona, User Journey Mapping, and Service Blueprint. Moreover, the research highlights the current gaps in the forecasting process and presents comprehensive suggestions in designing the forecasting service. The results also combined the stakeholder aspirations to ensure operational efficiency and user-centric design methods to solve those gaps. / Denna uppsats presenterar en preliminär design för en tjänst för efterfrågeprognostisering med hjälp av en tjänstedesignmetod. Tjänsten syftar till att ge en bättre användarupplevelse vid prognostisering av efterfrågan för de operativa cheferna på en online-matleveranstjänst. Intervjuer med interna användare visade att prognostisering av efterfrågan är viktig för att kunna planera en korrekt men effektiv balans mellan efterfrågan och antalet kurirer. I den nuvarande processen upptäcktes dock några begränsningar som skapar onödigt manuellt arbete och mindre tidsproduktivitet. Förslaget var att skapa en bättre digital och centraliserad prognostiseringstjänst och minska de manuella uppgifterna så mycket som möjligt med hjälp av maskininlärningsmodeller. I forskningen tillämpades användarcentrerade designmetoder, till exempel halvstrukturerade intervjuer, affinitetsdiagram, intressentkartläggning, persona, kartläggning av kundresor och service blueprint. Dessutom belyste forskningen de befintliga luckorna i hela processen och presenterade omfattande förbättringsförslag för utformningen av prognostiseringstjänsten. Resultaten kombinerade också intressenternas ambitioner för att säkerställa operativ effektivitet med användarcentrerade designmetoder för att lösa rätt problem. Prognostiseringstjänsten utvecklades av företaget utgående från forskningsresultatet.

This report presents a design project undertaken by a Design+Change student seeking to create apositive and holistic change through design. The thesis project focuses on thinking and designing through the perspective of care to promote well-being of students in higher education. My collaborator, EUniWell, has expressed the need to enhance university services to improve students' well-being. As a designer, I was motivated to improve those services by incorporating tangible, visual, and other elements to foster more engaging and effective conversations between students and counselors. The intention was to meet the needs of a variety of learners and design an interactive and inclusive counseling experience. During the design process, I have explored different interesting topics, such as how tangible objects can help us reflect upon thoughts and how incorporating creativity into counseling can help students explore their emotions and experiences. In collaboration with career counseling professionals, I identified a need for students to develop self-awareness in times of uncertainty. As a service designer, I used various design methods and prototypes to explore how tangibility can serve as guidance inbuilding self-awareness and resilience in student counseling in higher education. To test the effectiveness of my counseling tool, I collaborated with health and career counseling services at my university. The designed tool serves as a visualization technique to support conversation during sessions held in different counseling settings and potentially offers a structured approach to self-reflection, allowing students to explore themselves in a welcoming and supportive environment. It has the potential to be a valuable resource for students seeking to gain a better understanding of themselves and their experiences. The tool allows different learners to reflect, identify and utilize students' resources (strengths) which I consider vital not only for students' well-being but also resilience, which is necessary for coping with changing circumstances in this ever-changing world we live in.