While empathy is often hailed as a central aspect of service design, there is a growing
acknowledgement of the risks associated with an over-reliance on empathy in design …

Highlights•There is widespread emphasis on cognition when relating design to
innovation.•A focus on embodied experience can advance understanding of the trigger of …

Keywords: industrial service design, the role of designer, outside in, customercentricity,
design for change, employee experience, design for business, industrial service design …

During the past approximately 15 years designers have paid increasing attention to service
and changes in our society, resulting in a new design discipline–service design. In parallel …

Designing within complex service systems implies navigating across a plurality of norms and
beliefs that multiple stakeholder groups uphold, designers included. Transformational …

The aim of this paper is to explicitly link co-design to well-being and expand the
conversation about the influence of the co-design process on well-being. This paper …

In this chapter, we propose that marrying service-dominant (SD) logic and Design Practice
provides a fruitful ground for addressing innovation challenges. While these discourses …

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 …

Service design methods provide tools for both the analysis-based perspective to understand
user motivations, emotions, the participatory development and co-design process. This …

Digital channels and devices have become common touchpoints in services; in connection
to physical touchpoints, they aim to create a holistic journey for the user. The development of …