The purpose of this study is to develop a model for designing healthcare service based on
the patient experience. Specifically, this paper views patient's experiences as an essential …

The importance of customer experiences in developing strong brands is broadly
acknowledged in the Branding literature. Yet, the divide between the functions managing the …

Abstract 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 …

This thesis describes prototyping in service design through the theoretical lens of situated
cognition. The research questions are what a service prototype is, what the benefits of …

Service design is a practice-based discipline developed as a co-creative and human-
centred view of service-dominant logic (SD logic). In the literature, operationalisation of SD …

Kingdom, and Germany (Buchanan, 1992; Erlhoff, Mager, and Manzini, 1997; Hollins and
Hollins, 1991; Manzini, 1993) started to describe it as a new design agenda. Around 2000 …

This chapter is an introduction to service design. It starts by describing design thinking and
explaining how it recently became adapted by the specifics of service to become service …

The aim of this article is to construct a conceptual framework for a discussion of experience
design in the field of digital services. The focus is on service design and service design …

This article aims to explain how transformational change can be achieved through service
design process and methods, especially through service prototyping, and how the learning …

This conference paper discusses the theoretical landscape of service design. It will illustrate
how service design is situated in a discourse on design research and outline the theoretical …