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Research has shown that restaurant-goers don't book a table simply because they are hungry, rather they go out for an experience. An experience that has been shown to be most affected by the design choices in the restaurant; interior design, sound, and scent, all contribute to the consumers perceived value of service. In the interest of filling a perceived gap in the research, this study aims to explore how vegan bistros work with design and in doing so, exploring how they use design strategically.  Using a qualitative case-study research design this study explores and compares two different vegan bistros in Stockholm, Sweden. Through interviews, observations, and the study of artifacts the study examines how these bistros have used design when developing the concept. Our study found that the two bistros have used different approaches to achieving differentiation, in relation to design. One used a literal approach to the concept of veganism, associating it with nature and greens, while the other used an ironic approach where they decorated the dining room to look like a butcher. Our study concluded that the way in which the two vegan bistros have worked with design have provided them with a strategic competitive advantage through differentiation.

Yes / Background: Occupancy is commonly used to measure bed management in hospices, however increasing complexity of children and young people, and technology dependence mean this is no longer effective. Aim: to develop a dependency tool that enables the hospice to safely and effectively manage the use of beds for planned short breaks (respite), preserving capacity for children requiring symptom management and end of life care. Methods: a comprehensive literature review and existing tools were used to inform the development of the Martin House Dependency Tool Framework. Training was provided to staff and the tool piloted before applying it across the hospice caseload. Findings: The Tool has been used on 431 children (=93.1% of caseload). The Tool enabled consistency of assessment and more effective management of resources, owing to a contemporaneous understanding of the clinical needs of those on the caseload. Conclusion: The tool has enabled consistent and transparent assessment of children, improving safety, effectiveness and responsiveness, and the management of the workforce and resources.

Yes / Objectives: Studies on service needs of people with young onset dementia have taken a problem-oriented approach with resulting recommendations focusing on reducing service shortcomings. This study aimed to build on ‘what works’ in real-life practice by exploring the nature of post-diagnostic support services that were perceived positively by younger people with dementia and carers. Method: Positive examples of support were gathered between August 2017 and September 2018, via a national survey. Inductive thematic analysis was employed to explore the nature of positively experienced services provided for younger people with dementia, including analysis of what was provided by positively experienced services. Results: Two hundred and thirty-three respondents reported 856 positive experiences of support. Data analysis yielded eight themes regarding the objectives of positive services: Specialist Advice and Information on Young Onset Dementia, Access to Age-appropriate Services, Interventions for Physical and Mental Health, Opportunities for Social Participation, Opportunities to Have a Voice, Enablement of Independence while Managing Risk, Enablement of Financial Stability, and Support Interventions for family relationships. Conclusion: The study findings (a) suggest that positive services may collectively create an enabling-protective circle that supports YPD to re-establish and maintain a positive identity in the face of young onset dementia, and (b) provide a basis from which future good practice can be developed. / This work was supported by the Alzheimer’s Society under grant number 278 AS-PG-15b-034.

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Services constitute an ever growing part of the western economy. A lot of people are employed in the service sector and almost every day most of us come into contact with a service of some kind. A special kind of service is the self-service concept that leaves the customers to manage on their own. At IKEA, the international home products retailer, customers choose, pick up, transport and assemble the products themselves. This makes it important to give special attention to store layout and how things in the store are organized.Connections were made between the preparations customers do at home and the actions they perform in the store. To create a more positive shopping experience by making it easier for the customers to find their way in the store and pick up the products they want, focus was laid on a digital map based on an electronic shopping list.

In 2010 the United Arab Emirates (UAE) government set out to improve customer service by adopting the Customer Relationship Management (CRM) system that was used mainly in private sector. There was a concern about implementing the one size fits all CRM. Therefore, public managers needed to understand the various public sector relationship types and to consider a relational, emotional and behavioral approach to the public-government relationship rather than the technical business management approach. The research here identifies some key distinctive typologies and key contextual relationship factors to better design a management approach that suits each typology. Some key relationship components are stakeholders, services, government role, service concept and relationship exchange. Reviewing the literature from the relationship lens, many studies have focused on understanding the components of a public-government relationship. The gap in the literature highlights the need for CRM models for the government sector functions, identifying the various contextual factors of the relationship, and a need to cater to the behavioral and emotional aspect of the relationship. The seven public-government relationship typology framework emerged from meta-synthesis of the literature review. The study uses UAE Federal government CRM, specifically the Ministry of Health and Prevention (MOHAP). Grounded theory methodology was used to explore the seven public-government factors. Twenty-four qualitative interviews were conducted. The examined relationships include: entrepreneurial, public beneficiary, social beneficiary, organizer, protector, arbitrator, and supporter. The findings aid practitioners in designing the public-government relationship management approach that suits the nature of each relationship and its context. Theoretically, the relationship is the new lens for improving customer service in the public sector and the private sector. This emphasizes that the one size fits all CRM approach needs to be changed to more of a human and personalized approach to managing relationship typologies that are altered based upon context, influential components, and key factors. Some of the key factors influencing the relationships are communication, awareness, knowledge, emotional handling, engagement, relational approach, trust, and relationship value chain. This study provides good evidence for the need for further exploration of the contextual angle of relationships in the private sector in similar relationship typologies. / Ph. D.

Previous studies have shown that ethically loaded design sit- uations within design currently present themselves as an implicit and non-reflexive activity. Others promote a development of ethi- cal tools which are incorporated within the normal set of methods and tools used during the design process. Within the service de- sign discipline no such research has been identified. In order to shed a light on the ethics within service design this thesis explores the ethical design ecology of service design and gives a first sketch of an ethical baseline for the field. The data collected in the study represents five weeks of shadowing in-house and external service design consultants working in Scandinavia. The data was analyzed by means of the three major normative theories within ethics and the Value-Sensitive Design framework. The analysis tools were ap- plied through a three step process where situations first were iden- tified, then the value-sensitive situations were flagged by means of the VSD-framework. Finally these value-sensitive situations were looked at from an ethical perspective using the three major ethical normative theories, consequentialism, deontology and virtue ethics. The results demonstrate that service designers often approach eth- ical problems in an implicit and ethically consequentialist way and that when ethical situations are dealt with explicitly they are often of a nature in which the consequences of the proposed design solution easily can be foreseen.

Trots att användarmedverkan borde vara ”best practice” för att skapa ömsesidigt värde för både beställare och användare inom kravfångst är detta inte fallet. Eftersom Service Design betraktas vara bra för ömsesidigt värdeskapande undersöker rapporten vilka tre Service Designverktyg som kan vara ett alternativ för att fånga krav som speglar ömsesidigt värde. Genom en litteraturstudie visar rapporten att Customer journey maps, personas och shadowing är de tre vanligaste verktygen; av dessa tre anser systemutvecklare att Customer journey maps lämpar sig bäst för kravfångst på grund av förmågan att belysa problem hos både användare och beställare. Detta verktyg tillämpas tillsammans med serviceleverantör och användare i tre workshops och utifrån dessa redogörs egna praktiska erfarenheter och hur dessa upplevdes av deltagande serviceleverantör och användare. Rapporten visar att Customer journey maps är ett bra alternativ för ömsesidigt värdeskapande inom kravfångst och att shadowing och personas fokuserar mer på användaren än beställaren av ett system. / In order to create co-value for both clients and users in requirements elicitation, user participation should be best practice – but research shows that it is not. In this thesis, Service Design is seen as an enabler for co-value creation between clients and users. The thesis examines if the three most common Service Design tools can be an alternative to capture requirements that reflect co-value for both the client and the users. Through a literature review this thesis reveals that customer journey maps, personas and shadowing are the three most common tools and that system developers believes that the Customer journey maps are best suited for requirements elicitation due to the ability to highlight problems of both users and clients. This tool is applied together with the service provider and the user in three workshops and based on these, the thesis outlines practical experiences and how this tool is experienced by participating service provider and user. The report reveals that Customer journey maps is a viable option for co-value creation in requirements elicitation whereas shadowing and personas are more focused on the users of a system than the client of a system.

Intro „Sieben von zehn Euro wurden im Jahr 2015 in Deutschland mit Dienstleistung, also Serviceangeboten umgesetzt.“ (Statista, 2015) Was zeichnet das Design einer guten, neuen Dienstleistung aus – Erlebnis, positive Emotion, Zufriedenheit und Vertrautheit, der Wunsch nach Wiederholung? Es geht darum alltagstaugliche Dienstleistungsinnovationen ganz nah am Menschen zu entwickeln. Eine organisatorisch durchgängige, gesamtheitliche Gestaltung von Service-Produkt-Systemen ist dafür notwendig. Gutes Service-Design hat einen markanten Unterschied zu gewohnten und vorherigen Lösungen – es bietet dem Kunden einen hohen Erlebnisfaktor, Neuheitsgrad, spürbaren Mehrwert und darüber nachhaltige Weitererzählungsfaktoren an.