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Dead or alive: How municipalities can useservice design tools to create live servicesthat are flexible, mindful and involving
School of Design, Linnaeus University, Växjö, Sweden.
2014 (English)In: ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014, Linköping, 2014, p. 434-439Conference paper, Published paper (Refereed)
Abstract [en]

Regional service innovation is an emerging and important topic within the European Union. According to the OECD it is becoming ever more crucial for each European municipality to support collaborations between regional stakeholders in order to be innovative and competitive. But collaborations between large municipalities with fixed service routines and small flexible SMEs are challenging. In this paper we argue that service design and service designers’ knowledge about different techniques can act as a new approach for municipalities to interact with SMEs in a creative way. As an example of this; the paper describes experiences from a workshop where service designers; SMEs and Swedish municipalities prototypes a visual mapping activity. From this first pilot study we learned that visual mapping is an activity that makes it possible for municipalities to step out of their standardised service routines and step into a more involving and flexible service offering.

Place, publisher, year, edition, pages
Linköping, 2014. p. 434-439
Keywords [en]
participatory activity mapping, design tools, service routines
National Category
Design
Identifiers
URN: urn:nbn:se:kth:diva-244602OAI: oai:DiVA.org:kth-244602DiVA, id: diva2:1291127
Conference
ServDes.2014 Service Future; The fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014
Note

QC 20190227

Available from: 2019-02-22 Created: 2019-02-22 Last updated: 2019-03-11Bibliographically approved
In thesis
1. Designing tools forconviviality: A design led exploration of ParticipatoryActivity Mapping
Open this publication in new window or tab >>Designing tools forconviviality: A design led exploration of ParticipatoryActivity Mapping
2019 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

This thesis is a report of research work that contributes to the understandingof so-called convivial tools. It does this by describing how small enterprisesuse Participatory Activity Mapping as an approach to changing, as well ascaring about, people and the things that hold their work situations together.Working on this thesis I observed that small enterprises and their employeesfunction in complex and heterogeneous work environments without havingthe tools or routines to make presentations of how the different aspects oftheir work situation are held together. In this thesis such tools are describedas convivial tools, that is tools that can be used by people to create things,express their own tastes and caring for others. Over 15 different ParticipatoryActivity Mapping events were conducted during the period of research. Thefollowing research questions were put: What are the potentialities of usingParticipatory Activity Mapping as a convivial tool? How does ParticipatoryActivity Mapping aid the processes of designing product propositions? andHow does Participatory Activity Mapping assist small enterprises in creatingconviviality. A methodological and theoretical triangulation was used, togetherwith a practice-based and design-led generative design approach, to advancethe inquiry into the potentialities of using Participatory Activity Mapping as aconvivial tool. The investigation revealed that knowledge is not created from asingle vision: on the contrary it is partial and pluralistic. Participatory ActivityMapping supports a situated approach, where the mapmakers co-create theirown versions of their own situation together with versions and positionsfrom other people and things. In this sense Participatory Activity Mapping isabout helping the mapmakers to co-create topological propositions and seerelations within their own practice in order to craft new relational patterns.In addition, the study presents different mapping situations as examplesand guidance for how the design field can be sensitive to mapping aspectsthat show strategies for othering, making absent actors present and tellableotherness. The conclusion of this thesis is that future design researchers andfuture design practitioners should consider shifting their focus from creatingproduct propositions to creating convivial tools that support people in theirefforts to enrich their environment with the fruits of their own vision. Thiscould help design practitioners to involve the space in-between and changecurrent design tools, such as service blueprints, into something that is muchmore heterogeneous, decentralized, messy and involving.

Place, publisher, year, edition, pages
Stockholm: KTH Royal Institute of Technology, 2019. p. 293
Keywords
Convivial tool, design tools, service design, participatory design, space in between, heterogeneous, participatory activity mapping, absent, othering
National Category
Design
Identifiers
urn:nbn:se:kth:diva-244790 (URN)978-91-7873-133-6 (ISBN)
Public defence
2019-03-22, Kollegiesalen, Brinellvägen 8, Stockholm, 13:00 (English)
Opponent
Supervisors
Available from: 2019-02-26 Created: 2019-02-25 Last updated: 2019-02-26Bibliographically approved
2. Designing tools for conviviality: A design led exploration of Participatory Activity Mapping
Open this publication in new window or tab >>Designing tools for conviviality: A design led exploration of Participatory Activity Mapping
2019 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

This thesis is a report of research work that contributes to the understanding of so-called convivial tools. It does this by describing how small enterprises use Participatory Activity Mapping as an approach to changing, as well as caring about, people and the things that hold their work situations together. Working on this thesis I observed that small enterprises and their employees function in complex and heterogeneous work environments without having the tools or routines to make presentations of how the different aspects of their work situation are held together. In this thesis such tools are described as convivial tools, that is tools that can be used by people to create things, express their own tastes and caring for others. Over 15 different Participatory Activity Mapping events were conducted during the period of research. The following research questions were put: What are the potentialities of using Participatory Activity Mapping as a convivial tool? How does Participatory Activity Mapping aid the processes of designing product propositions? and How does Participatory Activity Mapping assist small enterprises in creating conviviality. A methodological and theoretical triangulation was used, together with a practice-based and design-led generative design approach, to advance the inquiry into the potentialities of using Participatory Activity Mapping as a convivial tool. The investigation revealed that knowledge is not created from a single vision: on the contrary it is partial and pluralistic. Participatory Activity Mapping supports a situated approach, where the mapmakers co-create their own versions of their own situation together with versions and positions from other people and things. In this sense Participatory Activity Mapping is about helping the mapmakers to co-create topological propositions and see relations within their own practice in order to craft new relational patterns. In addition, the study presents different mapping situations as examples and guidance for how the design field can be sensitive to mapping aspects that show strategies for othering, making absent actors present and tellable otherness. The conclusion of this thesis is that future design researchers and future design practitioners should consider shifting their focus from creating product propositions to creating convivial tools that support people in their efforts to enrich their environment with the fruits of their own vision. This could help design practitioners to involve the space in-between and change current design tools, such as service blueprints, into something that is much more heterogeneous, decentralized, messy and involving.

Place, publisher, year, edition, pages
Stockholm: KTH Royal Institute of Technology, 2019. p. 293
Series
TRITA-ITM-AVL ; 2019:6
Keywords
Convivial tool, Design tools, Service design, Participatory design, Space in-between, Heterogeneous, Participatory Activity Mapping, Absent, Othering
National Category
Design
Identifiers
urn:nbn:se:kth:diva-246049 (URN)978-91-7873-133-6 (ISBN)
Public defence
2019-03-22, Kollegiesalen, Brinellvägen 8, Stockholm, 13:00 (English)
Opponent
Supervisors
Available from: 2019-03-12 Created: 2019-03-11 Last updated: 2019-03-12Bibliographically approved

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