Syftet med denna uppsats är att studera fyra kvinnors syn på tid, struktur och kreativitet på servicedesignbyrån Transformator design. Genom intervjuer och deltagande observation undersöker jag hur tid, struktur och kreativitet samspelar för mina informanter, och hur de använder tiden. Slutsatsen av denna studie är i korthet att kontrollen av tid är viktig för upplevelsen av tid. Strukturer, synliga och osynliga, är centrala för att se och förstå tiden och upprätthålla kontrollen av tid. Informanternas strävan är att skapa fylld tid, som är värdefull tid, och genom kontroll av tiden skapa en positiv känsla av att ha tid. Det är då kreativiteten släpps fri. / The purpose of this thesis is to study four women's view of time, structure and creativity at the service design agency Transformer design. Through interviews and participant observation, I examine how time, structure and creativity interact for them, and how they use time. The conclusion of this study is in brief that the control of time is important to the experience of time. Structure, visible and invisible, is central to see and understand time and maintain control of the time. The informant's aim to create filled time, which is valuable time, and by controlling time they create a positive sense of having time. That's when creativity is released.

Detta projekt har varit ett första försök för studenten att använda sig av tjänstedesign i ett verkligt projekt. Problemet har varit att i sjukvården idag finns stora problem med att bakterier och virus som vinterkräksjukan slår ut hela avdelningar som tvingas stänga till stora kostnader. Vinterkräksjukan är högst smittsamt och det räcker med att någon glömmer tvätta händerna ordentligt för att det ska sprida sig på en avdelning. I detta arbete har tjänstedesign metodik använts för ta reda på varför det förekommer smitta på ortopedkliniken på Centralsjukhuset i Karlstad och vad som kan göras för att förbättra handhygienen och minska risken för smittspridning på ortopedkliniken. Observationer genomfördes på kliniken ur patienters, sjuksköterskors samt läkares perspektiv. Tjänstedesignmetoder som customer journeys och desktop walkthrough användes för att visualisera patienters resor genom kliniken och skapa lösningar ihop med läkare och sjuksköterskor för att skapa möjligheter till bättre handhygien. Resultatet blev ett koncept som ökar synligheten av de handspritstationer som finns samt ett förslag på hur dessa stationer ska placeras ut på kliniken för att ge bästa lättillgänglighet för sjukhuspersonal, patienter och besökare. Namnet ”Att göra en Albin” myntades efter att en fältstudie genomförts på ortopedkliniken utav en av projektets kontaktpersoner på landstinget i Värmland. Litteraturstudier gjordes också på hur tjänstedesign använts i vårdutveckling, både nationellt och internationellt, och hur tjänstedesign kan bidra till en bättre vård. Uppdragsgivare har varit Tomas Edman på Innovationsslussen Vivan. Arbetet har gjorts i kursen Examensarbete för högskoleingenjörsexamen i Innovationsteknik och design (MSGC12) på Karlstads universitet. Projektet var handlett av Monica Jakobsson och Fredrik Thuvander har varit examinator. / This project has been a first attempt by the student to use service design in a real project. The problem was that in the health care today exists big problems due to bacteria and viruses such as winter vomiting disease strikes entire wards and forces the hospitals to close them which in turn causes huge financial loses. Winter vomiting disease is highly contagious and all it takes is someone to forget to wash his or her hands properly for the virus to spread to the entire ward. In this project service design methodology has been used to find out why contagious infections exist on the orthopedic clinic at Central hospital in Karlstad and also what can be done to improve hand hygiene and reduce the risk for further spread of contagious infections at the orthopedic clinic. Observations were made at the clinic from the view of patients, nurses and doctors. Service design methods such as customer journeys and desktop walkthroughs were used to visualize patients’ journeys and create solutions together with doctors and nurses to create the possibilities for better hand hygiene. The result was a concept that increases the visibility of the hand rub stations and a proposition on how these stations shall be positioned at the clinic. The name “To do an Albin” was coined due to the field studies that were done at an orthopedic clinic by one of the projects contacts at Värmland County Council. Research was also made into how service design has been part of health care development both nationally and internationally, and how service design can contribute to better health care. Employer has been Tomas Edman at Innovationsslussen Vivan. The work was made in the course Degree Project for Degree of Bachelor of Science In Innovation and Design Engineering (MSGC12) at the University of Karlstad. Monica Jacobsson has supervised the project and Fredrik Thuvander has been examiner. / Albin Andersson

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.

Det pågår stora förändringar i världen gällande begreppet design och rapporter har kommit både iSverige och Europa om hur design kan lösa samhällsproblem. Design kan användas som ettverktyg för problemlösning i en arbetsprocess eller som konkurrensfördel i en strategi för attutveckla produkter och tjänster utifrån användarens behov.Forskning finns om hur privata vinstdrivna företag använder design som konkurrensmedel.Syftet med vår studie är att undersöka hur vi med hjälp av design kan skapa en strategi för enorganisation i den offentliga sektorn som kan lösa kommunikationsproblem med fokus påkundtillfredsställelse. Undersökningen syftar till att svara på hur den offentliga sektorn arbetarmed design och hur en designstrategi inom den offentliga sektorn kan se ut, samt om det finnsnågra hinder vid implementering av design.Studien baseras på en kvalitativ metod i form av djupintervjuer, samt en kvantitativenkätundersökning utifrån en fallstudie på Arbetsförmedlingen. Datainsamling av det empiriskamaterialet har gjorts på fallföretaget samt på tre ytterligare tjänsteorienterade organisationer somär finansierade av staten och ett produktorienterat företag. Empirin har analyserats utifrånföretagsekonomiska teorier samt designteorier och den privata sektorn har ställts mot denoffentliga sektorn för att hitta likheter och skillnader dem emellan.Resultatet av studien visar på att design används inom den offentliga sektorn och resultatet visaratt det inte finns några hinder för den offentliga sektorn att jobba med design, men att det iblandkan vara mer svårimplementerat på grund av komplexa organisationer och en målgrupp som ärhela den svenska befolkningen. För att implementera design behöver organisationer i denoffentliga sektorn integrera med sina kunder, förenkla kundresan och inom organisationen arbetamot samma mål och vision där kunden alltid är i fokus. / There are major ongoing changes in the world regarding to the term design and reports havecome both from Sweden and Europe how design can solve social problems. Design can be usedas a tool for problem solving in a work process or as a competitive advantage in a strategy todevelop products and services based on user requirements.The purpose of this study is to examine how we can use design to create a strategy that can solvecommunication problems with a focus on customer satisfaction within an organization workingin the public sector. The study aims to answer how the public sector work with design and how adesign strategy will look like and whether there are any barriers to implement design.The study is based on a qualitative method through interviews and a quantitative survey based ona case study of the Swedish employment authority Arbetsförmedlingen. Data of the empiricalmaterial has been collected from the case company and from three other service-orientatedorganizations funded by the state and a private product-orientated company. The empirical datahas been analyzed with business economic and design theories and the private and the publicsector organizations have been compared to find similarities and differences them between.The results of the study shows that design is used in the public sector but is somewhat difficult toimplement because of its complex organizations and the broad target group containing the entirepopulation of Sweden. To implement design, organizations in the public sector need to integratewith their customers, simplifying the customer journey and internal in the organization worktowards the same goals and vision of where the customer always is in focus.

Nowadays, millennials living in megacities are facing numerous issues. Most of them are currently experiencing an unsustainable lifestyle. Since this social group is destined to grow in number in the future years, its living status will strongly affect the development of sustainable cities. High frequency relocation, limited savings and lack of time are some of the Millennials’ main issues. Create appropriate solutions to their problems is therefore crucial for a sustainable development. The project aims to investigate Millennials daily life conditions through a human-needs approach performing and, at the same time analyze the possible business-based services that can help this social group to live more sustainable. This has been done through three needs-based service design methodologies that allowed to identify the reasons behind this social phenomenon: a day in life, questionnaires and phone interviews. Furthermore, a co-creation workshop allowed to investigate possible interactions between businesses realities and millennials. This project results demonstrate that there is a need of Business to Customers services which can contribute at the same time to create a sustainable lifestyle and to reduce the environmental impact of the contemporary consumerism-based society. Finally a concept of a product-based reuse service is for this reason developed considering the role of product life cycle in contemporary sustainable issues. To conclude, the importance of a needs-base approach to generate innovative solutions within the topic of service design is highlighted.

How could public institutions like art museums open up a conversation with their audience? The intent of the project was to explore the influence and potential of digitalization in the physical space of a non-commercial public institution, if the audience and the institution would both benefit from technology, if the political structure of the institution would become more democratic and if the audience would take the initiative and be willing to generate their own voice in the institution. The project took an explorative approach starting with questioning the status-quo, understanding the design context, analyzing, proposing and validating design directions in the end. The result was considered as the very first proposal and suggestion of how art museums could keep themselves relevant in the digital era. The result is a service called <open studio>. It enables visitors to contribute to and interact with a virtual exhibition constructed by the creations they made in workshop programs in the art museum. It provides an overtime engagement with the visitors by illustrating the invisible dimension of time in tangible creations on a digital canvas. Project website: http://www.openstudio.io

Abstract I start this project as my master degree project which is the last assignment during my graduate education in Sweden. I own the bachelor degree in industrial design which is the beginning I ponder in a designer’s way. With the accumulation of my knowledge and study, I am willing to attempt different design fields in sustainable perspective, like product design, furniture design, exhibition design and service design. The working and study experiences provide valuable resources for me to recognize self. And the environment in Swedish society also is a school to acquire knowledge and know the world. The project, Lav Förening, was born in these contexts.   The main study fields: Rural depopulation was addressed as a global issues in economical, ecological, socio-political and cultural contexts in sustainability perspectives. The rural economic stagnation can be restore by government policy support. However, the disappearance of cultural landscape would cause irreversible loss. With case studies and fieldwork in Varshult, I define my study field in service design involving lichen study, farm innovation and enterprise framework for re-active rural cultural landscape. It is a proposal, through figuring out local renewable resource (lichen) and integrating stakeholders’ framework, to create an attractive community for rural part-time residents and young active citizens to participate. In order to complete the concept, there are six fields need to be study: depopulation and sustainable rural development, cultural landscape, lichen and essential oil, community agriculture and Boda Glass Factory.   The major findings of my study:  The service in this project is human centered. Through studying Maslow's hierarchy of needs, I analyze the needs of my target group. For the target group in Lav Förening, rural part-time residents and young active citizens, they have a good living conditions and enough spare time for their interests and pursuits. For the organizers and land owners, we are concerning the social phenomenon, rural depopulation, and we devote ourselves to figure out the opportunities to solve the problems and keep the rural cultural landscape alive. We pursue a higher level of psychological, belonging, esteem and self-actualization needs. There are six programs on lichen journey based on the needs study: Varshult visiting & lichen planting, bottles making, lichen collection essential oil extraction & tincture making, handmade workshop and market & exhibition. The proposal will be presented with visualizations and evidences.   The Lav Förening service proposal need to be refined continually. It shows an opportunity to oppose rural depopulation in design field. It is a practice for me to analyze a complicated framework and present it. The design process and report have recorded the development and exploration on my design study.

Thesis (MTech (Design))--Cape Peninsula University of Technology, 2018. / Design is a highly complex process. It involves various stakeholders, processes and interactions that need to work coherently in order to result in a successful design or product. It needs to be acknowledged that offering design as a successful service is not simply an interaction between a customer and a single designer, but in reality is far more complex and detailed. In today’s society, it is no longer sufficient for design-businesses to only focus on providing a well designed end product. Instead, customers now seek value in superior experiences from the services they use. Design-businesses thus need to shift their current outward focus to also create and design superior service experiences. Owing to the intangible complexities and intricacies within design as a service it makes it incredibly challenging to improve or enhance. Skeg Product Development, a leader in the Product design industry in South Africa, was used as a single case study to offer a real-world working context of Product design as a service. This study used purposefully selected Service design tools and techniques, such as the customer journey and service blueprint, for co-design workshops. Three workshops were facilitated in order to co-design maps with employees from various functions within the case study. Workshop 1 required participants to map their ideal customer journey. This was used to identify an area of focus within the case study that would benefit the most from improved visualisation. Workshop 2 and 3 used a service blueprint to map the existing front of stage- and backstage interactions and processes respectively. The mapped findings were supplemented by informal interviews with employees as well as continuous observations within the case study. It was found that Product design as a service, although the experience is subjective to each customer and project, is filled with intangible challenges and intricacies. It had been identified that managing customer expectations is currently the biggest challenge in offering Product design as a service. Although this was found to be a crucial obstacle to the customer experience, with multiple discussions around the topic, very little is actively being done to address it. It was also identified that current internal processes are not completely understood in terms of what they entail or their purpose to the service. This was found to be especially true across the various functions. This holds significant consequences for employees, the service and ultimately the customers. During the course of the study a number of themes and topics emerged. These include the success criteria for Product design as a service, as well as the significance of understanding roles and processes. The challenge of managing customer expectations in an unpredictable context is also addressed. The study subsequently presents two means for design-businesses to shift their focus to backstage processes in order to mitigate this challenge. The emerged themes speak to the greater industry of Product design as well as the developing field of Service design. This research is aimed at any individual, business or employee involved in the design industry. This includes anyone who has a role in delivering design as service who could benefit from a clearer understanding of the challenging context in which they work. It would also be beneficial to an individual or business who may want to suggest adjustments or changes to improve design as a service in future.

The service sector has been identified as the main force of economic and potentially sustainable growth in most developed economies. Nevertheless, despite the role of services in today's economy, little is known about what drives service innovation and which tools and methods determine successful service design and development. This dissertation focuses on addressing the challenges associated with the design, development and operation of service offerings. In the first essay (Chapter II) we explore the design challenges of an organization that develops an experiential service. In experiential services, the customer value extends beyond the functional benefits of the service, and it encompasses the overall experience. We draw upon the perspective of the customer journey, which is widely used by design firms (e.g., IDEO), and we model the entire service experience as a process comprising individual service steps (also known as touchpoints). The value of the service is "co-produced" over several touchpoints between the customer and the service provider. We identify the non-monotonic effects of the co-production losses and service complexity on the provider's design decisions, (i.e., price), and the touchpoints she controls. Finally, we fully characterize the conditions under which the service provider may use these design decisions to effectively signal the experience potential of the service offering. In the second essay (Chapter III) we study the auto manufacturer's choice regarding whether to provide mobility service (e.g., car sharing) in conjunction with the traditional sales channel. A utility maximization model is used to characterize the consumer's choice between purchasing a vehicle, benefiting from the mobility service or relying on an outside option (e.g., public transportation). We characterize the benefit to the manufacturer of providing mobility service and the environmental implications of this strategy. In the third essay (Chapter IV) we study the implications of "reference point" effects on the optimal service design. We envision the service delivery as a two-stage process in which customer satisfaction is stochastic. The service provider needs to determine the optimal level of effort to exert at each stage, given that the customer experience at the first stage of the process can affect the expectations regarding the experience at the second stage of the process.

Service design is a field emerging from the new-found interest in services as a design material by practitioners and academics of the human-centred design tradition. As such, the field can build on the knowledge from previous work in design as well as in service research. Introducing a new design material may however also introduce new challenges to practice. The research presented in this thesis investigates how the design research phase of the human-centred design process is affected by making services a design material.   How users, staff and other stakeholders are involved in service design projects was studied in four studies. Two studies focused on getting a holistic view of how service designers engage stakeholders in their design research. The methods used for these two studies were interviews in one case and participatory observation in the other. The two remaining studies focused on specific aspects of the stakeholder engagement process. One compared how designers and anthropologists approach ethnography, whereas the second investigated the communicative qualities of service design visualisations.   It is argued that service design is a stakeholder-centred design discipline. The tools used in service design are to a large extent borrowed from other qualitative research traditions, but design-specific tools do exist. The information gathered with the tools for stakeholder engagement is then transformed into insights through analysis and synthesis. These insights are visualised to provide easily accessible representations of service situations.   The final section of the thesis identifies challenges ahead for service design practice, based on the findings of the thesis and based on existing theoretical frameworks for the discipline. / Tjänstedesign är ett fält som fortfarande håller på att växa fram. Dess ursprung kan hittas i när praktiker och akademiker inom människo-centrerad design blev intresserade av tjänster som designmaterial. Tjänstedesign byggs upp baserat på kunskap från design- såväl som tjänsteforskning. Dock så innebär detta möte av traditioner att tjänstedesignspraktiken ställs inför  utmaningar som dess moderdiscipliner inte har ställts inför. Syftet med denna avhandling är att utforska hur involveringen av intressenter i designprocessen påverkas vid design av tjänster. Fyra studier har genomförts för att studera hur användare, personal och andra intressenter involveras i tjänstedesignsprojekt. Två av studierna fokuserade på att bygga upp en holistisk bild av intressentinvolvering. Dessa båda studier genomfördes med intervjuer respektive deltagande observation som datainsamlingsmetod. De båda andra studierna fokuserade i mer detalj på specifika aspekter av intressentinvolveringen. Av dessa två studier så studerade en skillnader mellan hur designers och antropologer närmar sig etnografi och den andra vad som kommuniceras av de visualiseringar av tjänstemiljöer som är vanligt förekommande inom tjänstedesign. Slutsatsen dras att tjänstedesign kan beskrivas som en intressent-centrerad designdisciplin. Verktygen som används inom tjänstedesign är till stor grad lånade från annan kvalitativ forskning, men även designspecifika verktyg förekommer. Den information som fås genom intressentinvolvering omvandlas till insikter genom analys och syntes. Dessa insikter visualiseras sedan i lättillgängliga representationer av tjänstetransaktioner.