How might we through emotional service design investigate how to support people in coping with social isolation by enabling for opportunities to be alone together? This is the research question this interaction design bachelor thesis, through applying theories of emotional and service design, has been aiming towards investigating. What is presented in the work is a merge of the terms, emotional service design. In addition to this, a service to help improve its user’s well-being and ability to cope with the effects of an isolated stay-at-home life is proposed.The conducted research has taken a qualitative approach, using methods of semi-structured interviews, affinity-diagramming, cultural probes, co-creative workshops and prototype testing, insights indicating that loneliness can be combated through two main ways: by finding an activity-based escape or by connecting with people or others. What is argued for is the importance of keeping emotional reactions in mind when designing for experiences.

Water quality monitoring is vital in smart city planning for managing water resources. In the smart city, more data is being collected. In terms of data related to water quality, many data sources such as smart sensors attached to water quality monitoring systems have been continuously collecting a significant amount of data. The potential of collected data from these sources holds no value for smart cities, unless it is being used to provide digital services such as information about clean and safe drinking water, swimming, fishing, domestic uses, and water reuse. However, the knowledge on how to utilize water quality data for the benefits of smart cities is limited. So, in this paper, I propose digital water quality monitoring services for smart city residents. I explore this proposition through a design study engaging smart city residents, service designers, and developers of water quality monitoring systems. As a result, a service blueprint is presented to illustrate how such services can be designed to provide water quality information for different activities. The study aims to illustrate how opportunities of water quality monitoring system can be explored for smart cities. The study intends that the results are helpful to designers and researchers in designing and developing digital water quality monitoring services in smart cities.

My degree work has been an exploration in what specific skills, knowledge and understan­dings that are needed in service design as a practice, in order to successfully engage in complex contexts with multiple stakeholders, different relations, structures and regulations. In this investigation, I have been especially interested in the role of physical forms in a process where social structures are discussed and reshaped. With the ambition to create a learning process within this area I have, in collaboration with Förnyelselabbet, been part of a study in Malmö that focus on children and youth with migra­tion experiences living in vulnerable housing situations. The study is done in collaboration with multiple actors such as City of Malmö, The Red Cross, Rädda Barnen, Unicef, Skåne Stadsmission, Sensus etc. These are actors that share the same goal to highlight needs and experiences amongst children and youths. In my work I have designed tools with the ambition to unfold and deepen the under­standing of situations, meetings and objects that could enable a feeling of safety, comfort and joy when living in a vulnerable housing situation. In this context, I have recognized the importance of exploring the role of meeting points. For this purpose, I have used three objects; the slide; the sofa and the set table. As a result of this degree project I created something I call a material probe, a object with the function to visualise needs and trigger responses. This material probe captures three fundamental needs; a slide – the possibility for play and activity, a sofa – the possibility for gaining the feeling of safety and belonging, a table – the possibility for sharing experiences and information. By visualising and materialising these needs, I hope to create a discussion that unfolds challenges and promotes the children’s perspective. My work to narrow down the needs is based on multiple interviews and stories from children, youths and parents. The main question is what happens to the continued development process when research findings, needs and experiences are visualised. The main goal of this degree project has been to articulate and reflect on how service designers can combine knowledge within process design, institutional design and design of physical form. How service design as a practice can develop and if including physical forms and visualisations at a higher level in our work can help the development process forward.

The benefit of a self-service technology (SST) is often for the companies, needing less employees when the customers can perform the service by themselves. But an SST might not always benefit the customer or employees experience. However, there are certain attributes that motivates customers to use SSTs and sometimes preferring them over service staff. This research explores how to design an SST with the aim of improving the overall service experience, for both the service customers and its employees at a mid-range hotel. By involving the stakeholders in the design process using co-creative methods, opportunities for improving their existing service was identified. Concepts were developed in co-creative workshops, and prototypes were designed and tested using interaction design principles. The final design was an SST kiosk that shows potential of improving the experience for customers and employees at the hotel.

The research of this study was conducted at Malmö Hospital in collaborationwith Region Skåne. In this paper various methodologies from interactiondesign are used to explore how patient participation in hospital can be aidedand improved. It investigates what aspects of motivational design can bebeneficial to healthcare. The literature used in this study analyses the currentwork values of Malmö Hospital and how it relates to motivational and servicedesign. The study presents design findings based on a service mapping of thehospital along with an evaluation of the current working conditions. Finally,a concept is presented designed to enhance communication between patients and caregivers by visualizing patient water balance.

Promoting trading of locally produced food is one way to challenge the more conventional way of producing food while contributing to a more sustainable consumption. Through empirical research and design practice closely related to its users, this study has explored the motivational aspects behind trading within the platform and concept of REKO-ring Malmö. An analysis of the existing service in relation to its producers and consumers has been made to formulate problems related to how the platform works today. The study results in a design proposal of a new digital platform that shows improvement in meeting the needs and expectations of the consumers found during the empirical research.

Dans ce travail de recherche nous nous intéressons à un objet particulier : la conception de lignées de services complexes. Nous étudions cet objet dans un contexte particulier lui aussi, celui de la Défense en Europe. Chacun de ces termes est porteur d’interrogations : que sont les services dans l’armement ? ; en quoi sont-ils complexes ? ; qu’est-ce qu’une lignée de service ? Ces services se caractérisent principalement par une durée de la relation s’inscrivant dans le temps long, de l’ordre de plusieurs décennies, sans commune mesure avec les services le plus souvent étudiés. La complexité de l’écosystème d’acteurs – mêlant public et privé – ainsi que celle intrinsèque aux produits et systèmes d’armement – systèmes de missiles, avions de combat, sous-marins nucléaires, etc. – contribuent également à l’originalité et la valeur de notre objet d’étude. La lignée, issue du monde de la conception innovante de produits, se caractérise sous deux dimensions en interaction : la succession de projets et l’accumulation des connaissances. Là encore, ces deux dimensions sont souvent absentes de la recherche sur les services. Dans l’optique de conception qui est la nôtre, les premières questions en appellent deux autres : comment représenter de tels services ? ; et comment organiser les fonctions de conception et notamment la création des connaissances nouvelles, innovantes, nécessaires à la co-conception et à la co-production du service par l’ensemble des acteurs ? Nous avons mené cette recherche au plus près du terrain. Intégré durant trois ans au sein d’un grand groupe Européen de défense (au titre d’une convention CIFRE), directement impliqué dans différents projets de conception de services innovants, nous avons été confronté d’un point de vue pratique autant que théorique à ces questions. Les travaux s’articulent autour de ces projets ainsi que d’une étude de cas comparative entre des projets de service de défense en France et au Royaume-Uni. À ce titre, le doctorant a effectué une période de six mois en tant que visiting PhD à l’Université de Cambridge. Quoi qu’ancrée dans un secteur particulier, notre recherche est porteuse d’enseignements à la portée plus générale pour la recherche comme pour les praticiens. À la fois Issu des cas et utilisé comme grille de lecture de ces mêmes cas, l’outil ReADy – pour Référentiel d’Analyse Dynamique de la valeur de service – est le principal apport conceptuel de nos travaux. Par la tension qu’il introduit entre ses deux composantes que sont le concept et le contrat, il contribue à représenter et concevoir la succession des projets de service. Par la notion de communauté d’apprentissage, en lien avec ReADy, nous mettons en lumière les principaux mécanismes de la création des connaissances nécessaires à la mise en place d’une lignée de services complexes. / In this research we look at a singular object: lineages of complex services design. We study this object in a context singular in itself, which is the European Defence Sector. Each of the above terms raises questions: what are services in the defence sector? What makes them complex? What is a service lineage? The services we look at are characterised by the duration of the relationship, to be counted in decades, without measure with the ones most commonly studied. The complexity of the ecosystem of actors – comprising public and private sectors – and that of the underlying products and systems – e.g. missiles systems, fighter aircrafts or nuclear submarines – also contribute to the originality and the value of the object of our research. The concept of lineage, rooted in the innovative design of products, is best described by the interplay between the succession of projects and the accumulation of knowledge. Here again, both dimension are most often overlooked in service research. In our perspective of service design, our first questions call for two others: how to describe such services? and how to organise the design functions in such manner that new knowledge is created and shared to allow co-design and co-production of the service by the whole ecosystem of actors?Our research was conducted in close proximity with the actual field. Fully integrated within the organisation of a major player in the European defence sector (as per a CIFRE convention), the researcher was hands-on with several innovative service design projects and confronted with the above questions on both theoretical and practical perspectives. These projects are at the heart of our research, together with a comparative case study of defence services in France and the United-Kingdom. To that effect, a six month visiting PhD period was conducted in the University of Cambridge.Although being rooted in a singular context, our research bears more general insights for academia and practitioners alike. Coming from the case material and used to shed light on it as well, our ‘Dynamic Analysis of service value Referential ‘, dubbed ReADy, is the main theoretical contribution of our work. By the tension it introduces between its two components – the concept and the contract – it contributes to the description and design of the successions of service projects. With the concept of ‘learning communities’, together with ReADy, we shed light on the main knowledge creation mechanisms at work when implementing a lineage of complex services.

Sommaren 2019 läste jag om Project Vesta, en organisation som ville motverka klimatförändringarna genom att sprida olivinsten över världens tropiska stränder,vilket skulle binda koldioxid från haven och atomsfären genom kemiska processersom sker på grund av olivinstenens egenskaper. Detta gav mig idén att jag skulle vilja kunna donera pengar till organisationen och få se när de täcker en strand med denna mineral, så att jag verkligen kunde känna att jag bidragit genom att få se hur det sågut före och efter. Jag insåg sedan att idén skulle kunna vara gynnsam för flera sorters välgörenhetsorganisationer, eftersom de skulle kunna visa arbetet som utförts till de som har donerat. Min första tanke var att gå till en specifik välgörenhetsorganisation med idén, men insåg sedan att den hade potential att stå på helt egna ben - en plattform som välgörenhetsorganisationer kan ansluta sig till.  Tidigt togs beslutet att plattformen skulle delas upp i två separata gränssnitt - en till för de som representerar välgörenhetsorganisationer och en annan för donatorerna. Detta på grund av hur enormt skilda de två användargruppernas funktionalitet behövde vara, samt att andra jämförbara tjänster, till exempel Karma som låter restauranger sälja överbliven mat, har gjort samma sak.  Syftet med projektet var att möjliggöra bättre kommunikation mellan välgörenhetsorganisationer och de som donerar till dem. Målet var att designa två mobilapplikationer som ger en fantastisk användarupplevelse som reflekterar de kärnvärden som tas fram i projektets slutskede, samt att bygga två interaktiva prototyper av dessa som är så pass långt utvecklade att de tydligt kan kommunicera konceptet till olika intressenter.  I en litteraturstudie djupdyks det inom projektets teoretiska kontext - teknisk design, användarcentrerad design, användarupplevelse, användargränssnitt, användbarhet, informationsarkitektur, interaktionsdesign, semiotik och kundengagemang. Projektet delades in i de tre faserna inspiration, ideation och implementation, i enlighet med processen som beskrivs av designföretaget IDEO (2015). Inom dessa faser arbetades det med etablerade designmetoder där det utforskades kontext, idégenererades, prototypades och utfördes användartester.  Resultatet är ett koncept av en ny donationstjänst, vilken är visualiserad i form av två gränssnitt som tagits fram som interaktiva, klickbara prototyper. Projektets fokus låg på användarcentrerad design, användarupplevelse och användbarhet. Konceptets sociala, ekonomiska och ekologiska hållbarhet diskuteras under kapitlet diskussion.

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In recent years, healthcare has been shifting toward a people-centred vision. Within the intersection connecting service design and healthcare innovation, co-design communication tools are increasingly being used to bring the voice of patients and their families into healthcare co-creation activities. Existing documented use of such tools primarily focuses on empathy and how designers derive inspiration from participants’ materials, while little draws on the actual design process and how design attributes can effectively support patients and their families in generating and expressing their dreams. From this perspective, this thesis first analyses existing tools that aim to elicit participants’ self-expression and evoke their future-oriented thinking, which strategies for designing a tool that supports individuals in expressing their dreams are identified with a particular focus on materiality and visuality. Taking a research through design approach, this thesis enters into the extremely challenging rare disease context to design a toolkit to help family caregivers of people with ALS identify and convey their dreams for life after diagnosis. Through observations of participants’ interaction during the prototyping process, this study further demonstrates that considering both the vulnerability and intelligence of patients (families) in the design of tangible toolkits effectively breaks participants’ habitual perceptions and brings them to an imaginative space towards the future. In doing so, co-design tools commonly used in service design can be better adapted to the healthcare context. Additionally, the thesis provides family caregivers’ questions, insights, and ideas about ALS healthcare services, thereby informing the future ALS healthcare innovation.